Dell Inc

Complaint: ***
I am rejecting this response because: After talking with *** on 2/3/I told her exactly how the advertisement was wordedAnd that I could not and was not able to purchased the laptop computer for the Presidents Day Sale until after 2pm ESTThis was to include the free Venue tabletShe was very clear that it was only a limited quantityAnd I asked her if the free tablet was available starting on 2/6/2015, when did the quantity run out (no longer available)She told me she would have no way to find that information outPer her request I forward a email chat that I had with a dell representative on 2/In that chat I was told that the free Venue tablet ended at 2pm EST on Monday the 2/16.pmI was told that on the phone that day that the free Venue tablet ended at 2pmThe next day by phone the dell representative told me that she had written instruction that the free Venue tablet ended at 2pm on 2/I asked to speak to her supervisorHe again told me that the free Venue tablet was listed to end at 2pm ESTMy complaint is that the advertisement listed the time of the Sale to start at 2pm and it included the free venue tablet
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will be monitoring the credit card for the refund stated. It is unfortunate that it had to come to this for resolution. The three and a half months of stress I had to deal with and the countless hours that I will never get back should never have happened. The best experience I had during this issue was after I filed with the Revdex.com and working with ***. He kept me up-to-date, consistently letting me know the status of my request and with all calls lasting less than minutes. Lessons learned here, it may be worth looking in to how the Dell Customer Support is being trained and how they deal with customers, especially when you have these types of issues with brand new computers. Thank you for providing the refund and appreciation to *** for providing great support
Regards,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceThe customer verified she has received the gift cardWe regret the
dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com.Sincerely, Executive Support TeamIncident ID: ***?Dell Inc

Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** informed the customer that Dell is unable to offer any refunds on the monitor as Dell has already made an exception to exchange the monitor with an unlike exchange as per the customer’s request. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ** ***A Dell representative recently contacted Ms*** regarding the issue described in her correspondenceOur records show that a coupon has been processedOur
representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:
I was given a different reason for no price matchI belive they were stalling meTheir policy is deceptive and misleadingThey look for excuses not to match if the competitors to low.
Regards,
*** ***

Today’s Date: 12/24/2014Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this time the agent has
confirmed receipt of the television and a creditThe agent has also taken the customers feedbackDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding the issue described in his correspondenceAs a goodwill gesture and in the interest of customer
satisfaction, our representative processed a replacement optical drive which was delivered on October 23rd, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that a replacement monitor was delivered on February 6th, under UPS
Tracking#***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID:***Dell Inc

Dear Revdex.com,Dell representative, ***, is attempting again to reach the customer by phone and email; however to date the customer has not been available. We remain available to assist the customer but will need to discuss the issue in order to help try to get the issue
resolved. Please have the customer contact the representative by email at ***@Dell.comSincerelyAdvanced Resolution GroupIncident***Dell Inc

Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** directed the customer to Dell Financial Services where a supervisor informed them the charges were legitimate. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Complaint: ***
I am rejecting this response because:I will not accept thisThe battery is obviously defective it should not just stop working months after getting the computerI was not aware that I did not have warranty otherwise I would have purchased it when I received the system replacementDell has changed their policy and failed to notify meInstead I will make a counter proposalIf they replace my battery, I will purchase warranty, only if it is offered at a discounted rate
Regards,
*** ***

Today’s Date: 02/12/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondenceThe customer states a Dell representative informed Mr*** that he could use Dell gift cards to pay his Dell preferred account balanceWhen the customer attempted to do so Dell Financial Services informed him that this is not the caseAt this time the representative informed the customer that this is indeed the case and inquired if the customer has an e-mail or name of the representative who provided him with this informationThe customer was unable to provide the requested informationDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,Dell representative has attempted again to follow up with the customer to assist in his technical issues. The customer is not responding to the representative. We respectfully deny the customers request to return the system as he is outside the return period. The customer can contact our frontline support at Dell’s technical support at *** ***. Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact the representative at *** for any further assistance she may need regarding this matter.SincerelyExecutive Support TeamIncident***Dell Inc

Complaint: ***
I am rejecting this response because: I have emailed and called this person my work hrs does not allow me to have a hour window time which I explained if there could be another option to help resolve my computer issue
Regards,
*** ***

Complaint: ***I am rejecting this response because:I am rejecting the response for several reasons:Mr*** has been very deceitful and rude in our discussions. He has changed his view on policies and commitments several times, even with other Dell employees on the phone contradicting him.2. I was charged for a new hard drive not the refurbished price. Because I could not erase Dell's broken hard drive, they charged me for a new one, even though they replaced it with a refurbished one under my warranty. He also said he was going to charge me $30, but then charged me $49.3. I was forced to have to pay another company to install the hard drive, even though I had Dell onsite maintenance, as backed up by MrDeepak and MrMohamed, from Dell.4. I have asked to speak to Mr***'s supervisor several times, but he refuses to let me or to speak to any other representative. He says he will email me an address to send a complaint letter, but never has done so.I still have two other issues, that are not being addressed.Regards,*** ***

Dear Revdex.com,
Thank you for the
opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative, per the terms and conditions of the sale, respectfully denied the customer’s request for the pricing error to be honoredOur representative, as a onetime goodwill gesture, offered the customer a credit against a new order placed with DellThe offer is valid through December 7, 2014. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***
***
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Dell representative, *** will continue to be the customers’ point of contact. At this time the representative has been in contact with the customer. The customer has had a family emergency and will follow up with the representative in a few days. We remain available to assist the customer and look forward to hearing back from him We ask that the customer follow up with the representative directly by email at ***@Dell.com

Today’s Date: 03/04/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondenceAt this time the
customer as not responded to the agents attempts at contact to resolve the matterDell regrets any inconvenience caused and we ask the customer to contact the representative at ***@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer that per the terms of Dell’s limited hardware warranty troubleshooting over the phone must be performed before any service can be issued. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc