Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted].  A Dell representative recently contacted Mr. [redacted] regarding his concerns. Mr. [redacted] is demanding reimbursement for the cost of the repairs, which he incurred...

locally by a 3rd party service. Our representative informed him of the terms and conditions of sale and limited hardware warranty, which dictates that Dell is not responsible for such compensation. [redacted] His request for reimbursement of third party repair cost was respectfully denied. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly via e-mail at [redacted]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case.   Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with communication and processing expectations for a promotional gift card.  We regret any miscommunication which may have occurred and appreciate the feedback.  Dell records indicate the gift card was a promotion for which the customer was not charged and information regarding promotional guidelines should have been included when the customer received the gift card.  Since the date of the original submission, a Dell representative contacted the customer to advise that we would not be able to replace the promotional gift card as the promotion ended but, for customer satisfaction reasons, offered a discount toward a future purchase. The customer declined the offer.  Dell will not be offering any other concessions and no further attempt will be made to reach the customer regarding this case.  Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Dell called me numerous times. I want as promised , 3 yr warranty on both lap tops in exchange for the gift card values with no extra charges.
Regards,
[redacted]

Dear Revdex.com,
Our records indicate the representative [redacted] followed up with the customer and was unable to duplicate the issue the customer is claiming. The representative explained if the issue is not able to be reproduced we cannot just replace a system without confirming it is a hardware problem. Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.
Sincerely
Advanced Resolution Group
Incident
[redacted]
Dell Inc.

Today’s Date: 12/17/2014Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, Sabrina, has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. Dell regrets any...

inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at S[redacted] .Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dell representative [redacted] contacted the customer to acknowledge the situation. The representative advised the customer that a credit is being processed and will follow up once posted.  The representative can be reached directly by email at  [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative contacted the customer regarding the issues described in their correspondence. Our representative, per the terms and conditions of the warranty, offered the...

customer an exchange, which was accepted. Our records indicate the system has been delivered. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding their Dell experience. Our representative may be contacted directly via email at [redacted]@Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: This is total fraud... a scam that has made me spent money I didn't needed to. I had good faith in Dell company since I was buying Dell product for quite many years. My trust in Dell has been shattered...A company can fall to such short length, was not expected, especially from DELL. I will not accept Dell's decision for not allowing me to utilize my credit as it was the deal to buy at certain price and get a certain amount back in gift card. This scam should be further investigated.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative made multiple attempts to contact the customer; however, the customer has not responded. Our records indicate the order was placed on December 3, 2014,...

invoiced on December 4th and was delivered on December 5th. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative may be contacted directly via email at [redacted]@DELL.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding her concerns. Please note that the limited hardware warranty for the printer expired on March 14th, 2012. As a...

onetime goodwill gesture and in the interest of customer satisfaction, our representative offered technical assistance; however, Ms. [redacted] elected not to accept our offer of assistance. She was also interested in purchasing a new printer at a prior promotional price. Our representative informed her that the item did not qualify for the promotional price; therefore, her request was respectfully denied.  We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our representative may be contacted directly via e-mail at [redacted]@dell.com, in case Ms. [redacted] has any further concerns regarding this case.   Sincerely, Executive Support Team Incident ID: [redacted]Dell Inc.

Dear Revdex.com,  I am writing on behalf of Dell Inc. in 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.  Our representative explained to the customer that “Dell is not responsible for pricing, typographical or other errors in any offer by Dell and reserves the right to cancel any orders arising from such errors” as outlined on Dell’s website here: [redacted].  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at:   [email protected].  Dell now moves to close this matter regarding Incident ID: [redacted].   Sincerely,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Today’s Date: 10/23/2014
Dear Revdex.com,
Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence....

Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] .
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc

Complaint: [redacted]
I am rejecting this response because:
It's kind of hard to forget the fact that I personally drove to the UPS store with all 3 products in hand and provided them to the man behind the counter (who did remember me when I went back to the store to get proof of my visit who was also the owner of the establishment) and paid for the shipping box to put all 3 items in. The actual shipping weight of the box I sent was just over 25 pounds. The shipping weight for the initial laptop was just over 14 pounds. This is proof that I sent all 3 products back in the same box and I'm sure whoever reads this at the Revdex.com will agree. I am also taking it to the next level to small claims court. I'm sure that the courts will see it my way also. It's very frustrating to see how this type of fraudulent activity can happen. It's beyond ridiculous for them to accuse me of not sending back the products just because I put them in the same box and didn't send them separately. And to this SO CALLED MANAGER at the receiving center claiming after 2 months that he clearly remembers my box and that it only the laptop in the box, SHAME ON YOU. This is a pathetic attempt to cover-up the fact that someone either misplaced or stole my equipment because they were not sent separately. It makes more sense to send the items together to help reduce the risk of losing the items, unfortunately the exact opposite happened and I LOOK FORWARD to my day in court.
Regards,
[redacted]

Today’s Date: 01/19/2015Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. At this tiime the agent has...

been informed by the customer the matter has been addressed after the onsite service was completed. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com with any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com, Our records indicate the representative [redacted] followed up with the customer in regards to his claim he was promised a new tablet.  The customer purchased a refurbished tablet orginially and there is no documentation he was promised a new tablet.  The representative explained that we will continue to support the tablet under the terms and conditions of the warranty.  The representative also gave the option of returning for credit but the customer disconnected the call.  We remain available to assist the customer.  We request the customer contact the representative at  [redacted]@Dell.com for any further assistance she may need regarding this matter. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.

Today’s Date: 04/06/2015Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. At this time the agent has...

been informed by the customer they no longer require assistance. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com should there be any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 04/24/2015Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. At this time the agent is...

still working with the customer. However, as per Revdex.com policy, a final response is being submitted today. The agent will continue to work with the customer until the matter is resolved. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com with any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 03/24/2015Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. The customer has requested...

to be removed from Dell mailing lists. At this time the agent has attempted to reach the customer with no response. However, the agent has requested to remove the customer from future mailing distribution. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com,  I am writing on behalf of Dell Inc. in 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, [redacted] has recently contacted the customer regarding their...

concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  [redacted] has helped refund the TV order for the customer and will process a discount on a new TV order.  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted]@Dell.com.  Dell now moves to close this matter regarding Incident ID: [redacted].   Sincerely,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Thank you for providing a copy of the customer’s correspondence. A Dell representative is working with [redacted] to achieve a resolution for his concerns. Our representative may be contacted via e-mail at [redacted].