Dell return policy unfair!

I've had similar troubles. Can't return a piece of unopened software because Dell's computer installer scheduled twice, and then backed out, and the third time around I had a local guy do the installation, however, it put me out of that 21-day window. If they'd make it right and let me return the software, I'd consider buying Dell again, however, if that doesn't happen they won't be getting any more of my money!!

Sue where are you located?

NEVER ORDER DELL i ordered a computer and it was delayed twice making it too late for me to go to college with.it I also ordered a printer to go with it. They shipped the primter first, i have cancel my computer order it put the printer over21 days by 1 day. they told me they could not help me and would not give me a manager I recieved the printer no more then 21 days ago. Nlow i don't even know if the printer works!! Customer service is rude

NEVER ORDER DELL i ordered a computer and it was delayed twice making it too late for me to go to college with.it I also ordered a printer to go with it. They shipped the primter first, i have cancel my computer order it put the printer over21 days by 1 day. they told me they could not help me and would not give me a manager I recieved the printer no more then 21 days ago. Nlow i don't even know if the printer works!! Customer service is rude

no i called on Tuesday and emailed yesterday. No reply from them

I treble that. I had to purchase multiple computers over the course of One month. Dell's reps gave me the impression that I could hold on to the initial computer purchased (Inspiron 530) while a two-and-a-half week production time ensued fro two Vostros. When the correct computers arrived. They were excellent, but the initial computer purchased Dell will NOT accept because it's outside of their 21-day (and they say with some exceptions, 30-day) return policy.

I have stated to several Dell supervisors and reps that I had to conduct business with the first computer while awaiting the TWO Vostros that I purchased, but no one is understanding that aspect of the story.

Dell still has approximately $2,300.00 of my money tied up in RMA returns. Granted the Business side of Dell is very responsive and I'm happy with the two new computers that arrived after the One Month (in total) wait. But the refusal to return the Inspiron has left a bad taste in my mouth regarding whether I will deal with Dell again. I used to be an IBM and HP user but I switched to Dell because I heard so many 'Good Things' about their customer service.

I received a great deal on the two Vostros but with the Inspiron I was hosed.

The double irony was I had reccomended Dell to my friends and superiors stating that Dell was a great company who understants customers needs (I'm also the PC consultant for several small offices). They in turn went out and purchased three Dells. This was prior to my own purchasing experience.

Now what can I say to them? "Dell is a good computer manufacturer, but watch out for the secret 'bait and switch' tactics that they practice?"

I think if this were IBM or HP they would have allowed me to return the first PC especially if it took so long to send the correct computers.

We too have this problem. I'm extrenely frustrated. I've been a Dell customer for >9 years. I've never been treated so poorly. I will take my business elsewhere in the future.

"but the initial computer purchased Dell will NOT accept because it's outside of their 21-day (and they say with some exceptions, 30-day) return policy"

Yep, I have a similar problem where I originally ordered 2 PCs overnight but they were actually delivered 10 days later. So 10 days had already elapsed from the 21 day return window.

So customer support said there was nothing they could do for me if I wanted to exchange the models for a different one because I was outside of the 21 day return window.

I even asked, what if it takes 21 days for a system to get shipped; I was told even in that extreme situation that the customer's return window would have already expired.

I have the a similar issue. I ordered a Camera and it was not what I needed so I filled out a request for a return. It was WITHIN the 21 day return policy. I got the automated response that they had recieved my request and I never heard from them again. So a week later I submitted a request for and update on the status of the return. No Reply. I wait another week. This time I get a reply saying that I was outside the 21 day return window.

I called dell customer service and after being transferred around a number of times I got to agent who told me I could not make a return becuase it was past 21 days. I told him I had made the request well within the 21 days. He agreed with me that I had made the request within but just kept repeating the same thing that it was outside the 21 day window. I asked to speak to a supervisor who also told me that even though I asked for a return within the 21 day window it was now too late. She also told me it was my fault becuase i shouldnt have waited a week to contact them after not hearing back. To which I said how was i supposed to know how long it would take them to respond.

The supervisor also told me that even though i had asked for a return within the 21 day period i hadnt initiated a return and that it didnt matter that i had the email confirmation for a request for a return. That didnt count.
She also said that there was no one else in the Dell organization that I could talk to she was the last point of contact everyone above her sits in an office and doesnt speak to customers.

I have never had to deal with such horrible customer service in my life. I am done with Dell. I have been a loyal customer for years buying every laptop,pc and digital camera from them but no more.

I filed a complaint about them to the BBB and I had comfirmation email from them that they sent my order to the wrong address I was going to file one with the state attorney General and they call back agreed to take the merchandise back and full refund