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Dell customer service complaint about Return Policy
I recently ordered a Dell XPS M1530 which was invoiced on 9-4-08 (ord#432687378). It was delivered to me on 09-08-2008. I was excited to get my new laptop and become mobile once again. After using the computer for a couple of weeks, I started noticing issues, computer rebooting, mouse disappearing, battery life not making more than 2 hours and heat that at times would feel like it could catch on fire. So yesterday 9-27-08 I decide enough was enough and that the computer was not going to work for me. I contacted Dell several times via phone but was disconnected each time. I then sent an email to customer support saying that I would like to return my laptop. Additionally, this morning I called Dell customer support where I received the worst customer service that I have ever received. I was informed that their was nothing that they could do after the 21 day return period (from invoice date). I spoke with a supervisor (vinny 106209) and was repeated the same thing. Now I feel that I'm stuck with a laptop that will never work to my satisfaction. I know that it was my responsibility to get the laptop returned to them within the 21 day period, if I wanted refund. That's just not a very long time to evaluate a computer. Especially since I technically didn't get a full 21 days with the product.
Never-the-less, does anyone know if their is someone at Dell that handles Customer issues like this? It would be a shame that after 10 years of buying Dell computers and servers for myself, my family and my companies that they would not bend their "rules" a bit to keep a customer happy.
Never-the-less, does anyone know if their is someone at Dell that handles Customer issues like this? It would be a shame that after 10 years of buying Dell computers and servers for myself, my family and my companies that they would not bend their "rules" a bit to keep a customer happy.
I’m frustrated
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Inappropriate?We bought an Inspiron 1520 and yes, it's been past the 21 days- and we've had so many problems. Tech support has been no help, and Dell doesn't have "Customer" service - they have things they read to people who call in - but I would not call it "customer service" by any means. More like "customer disservice" or "customer disconnect". I just wanted to return the badly working laptop and pay a restocking fee, then purchase a different model laptop (from them, mind you) - and they sent me form messages etc. as to why they couldn't.
When I questioned it, I received a different reply. But then when I resubmitted a question regarding the restocking fee - perhaps paying after the 21 days, etc. - they sent me back the original "cut-and paste" reply I got in the first place.
My husband plans to call them but I see no end in sight - and we're still paying on this thing that doesn't work - constant reboots, blue screen errors, heat like crazy and a bios fix that doesn't work, reseated the HD per their instructions - nothing works! Why am I servicing my OWN system when I paid the extra money for a 3-year all encompassing warranty? Not right!
I’m ANGRY
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Inappropriate?DO NOT BUY DELL, IF YOU GET A BAD SYSTEM, IN SHORT, YOUR SCREWED.
They purposely try to make it difficult to return in THE 21 DAY period so if you do have an issue return it as soon as possible. Of course like anything, a computer is not going to rear all its ugly problems immediately..
Here's my story.
I was unaware of the 21 day policy and as my XPS 1520 started to heat up, have other hardware and software issues I gave Dell a call. First I was bounced around from "customer service" to "customer care" to "warranty services" and none of them knew anything but how to read a screen. I finally arrive in tech support. The first tech explains that I will be able to get a full replacement, no questions asked, and puts me on hold. He happened to be a business support tech somehow so he transferred me to customer support. I then got connected to another mental midget that insisted that they would need to take my system to the depot too trouble shoot it which could take up too 6 weeks. I am a web designer and graphic designer, I need my computer everyday, its my lifeblood and connection to work. I am not able to be without it. So basically they tell me the only thing they will do is take it from me and then troubleshoot it. That was thier answer for everything. At this point Im at the original tech's manager. I ask for his manager and I'm hung up on.
THESE PEOPLE ARE CROOKS.
THEY ARE PAYING SLAVE LABOR RATES FOR CUSTOMER SERVICE.
If anyone knows how to get around dell taking your laptop and just sending you a replacement while they fix the original please let me know..
Thanks for letting me vent.
A#
I’m ANGRY AS HELL
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Inappropriate?On 10 Oct 2008, I ordered a "Studio 1535" laptop from Dell. [Ref. Order # 490242794]
Having found it locally two days later for a cheaper price, I called to cancel the order [since Dell stated that it could take up to 30 days [!] for delivery.
Point: Dell's return policy requires that customers return items within 3 weeks [down from 4 weeks as previously required]
BUT the 3 week clock BEGINS AT THE MOMENT DELL RECEIVES THE ORDER, NOT FROM WHEN THE CUSTOMER SIGNS FOR IT AT THEIR DOOR. Therefore, it could easily take longer to deliver the item and negate the return period before the customer is allowed to return the item!
When I called to cancel the order, I was told that I must wait until delivery to arrive and then call to request an RMA number for a return.
Once again, I am in jeopardy of missing the 3 week deadline! Luckily, the box arrived on the 16th of October.
When I called Dell for the RMA number, I was informed that there would be a "Restocking Fee" of $135.00 [15% of the $900.80 purchase price]. !
Even though the box had NOT been opened or damaged the "Return Specialist" [Oh, brother!] stated that the laptop could not then be resold as "new".
Be serious! We all know that they WILL resell it as new.
He said that it couldn't be resold as new because the computer had been "personalize" for me.
WRONG!
I ordered no additional software or optional equipment.
Googling "complaints Dell 2008", you get numerous pages about lawsuits [& a class-avtion against Dell for False claims in advertising] and HUNDREDS of complaint pages!
Gleem
Port Washington, Wi.
I’m Gary
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Inappropriate?
Dell was found guilty on Tuesday, May 27, 2008 of fraud, false advertising, deceptive business practices and abusive debt collection practices in a case brought by the New York attorney general.
The Albany County Supreme Court found that Dell deprived customers of technical support that they bought or were eligible for under warranty in several ways, including by requiring people to wait for very long times on the phone, repeatedly transferring their calls and frequently disconnecting their calls.
Dell also often failed to provide onsite repairs for customers who bought contracts for such support and often blamed software when hardware was actually the problem, the court found.
The company also sometimes refused to offer support when a support contract ended, even though the user had first complained about a problem before the end of the contract. Subscribers to a "next-day" repair service sometimes waited as long as a year for support, the court found.
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Inappropriate?as a reference of the selling as new, I had ordered a laptop and had to return it for an exchange because the speakers where not working. since I still had the service tag on my account i decided to remove it only to find out that there was new one year warranty on the laptop!
Service Tag: CRHFGD1
System Type: Inspiron 1420
Ship Date: 9/21/2007
Dell IBU: Americas
Description Provider Start Date End Date Days Left
Limited Technical Support DELL 9/21/2007 9/20/2008 0
Rapid Response Depot CTS 9/21/2007 9/20/2008 0
they had resold my returned laptop to somebody else!
I’m Really?
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Inappropriate?Dell REALLY? Our entire company has Dell Computers we have been customers for a long time and they have the nerve to still gives us the worst service I can ever think of. We order a warranty on one day and miraculously another warranty was dropped on the bill. I am trying to tell them that we did not order that warranty and now they are telling me that they cannot cancel it because it has been more than 30 days.
I have been on the phone with them for 2 hours, I have been transferred to three different departments and have been hung up on three times.
Seriously!!!!!
I’m frustrated
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Inappropriate?had the same problem with a 52 sony tv after 3 days on the phone dell said they were going to send me a new tv
I’m mad as hell
