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Request for Refund Denied
Re: Order No. 328729326
Dell Preferred Account No. 6879-4501-1901-9478-910
I purchased a VisionTek Radeon 256M X1300 PCIe Video Card from Dell on June 2, 2008. Before I placed the order, the sales representative assured me that this video card would be compatible with my Dell Dimension 8300 Desktop system: Dell has my records from all Dell products I have purchased, and he could easily verify if this video card would work with my system. He looked up my information and confirmed, again, that this video card would work with my computer.
My local computer technician was unable to come to my house to install it until after the Dell 21-day return policy had expired. However, when he examined the product, he saw right away that it is NOT compatible with my system. What Dell sent me was a video card that only works with a PCI Express interface: my computer has an AGP interface.
I called Dell to explain the problem, return the product, and obtain a refund. Dell refused. I spoke to several customer services reps, and all refused to honor my request, based solely on the 21-day return policy. I understand that policy, but what I don’t understand is why Dell won’t issue me a refund for a product that they sent erroneously in the first place? This is incredibly poor service. I have been a Dell customer for a long time, and I expected much better service from Dell.
Dell Preferred Account No. 6879-4501-1901-9478-910
I purchased a VisionTek Radeon 256M X1300 PCIe Video Card from Dell on June 2, 2008. Before I placed the order, the sales representative assured me that this video card would be compatible with my Dell Dimension 8300 Desktop system: Dell has my records from all Dell products I have purchased, and he could easily verify if this video card would work with my system. He looked up my information and confirmed, again, that this video card would work with my computer.
My local computer technician was unable to come to my house to install it until after the Dell 21-day return policy had expired. However, when he examined the product, he saw right away that it is NOT compatible with my system. What Dell sent me was a video card that only works with a PCI Express interface: my computer has an AGP interface.
I called Dell to explain the problem, return the product, and obtain a refund. Dell refused. I spoke to several customer services reps, and all refused to honor my request, based solely on the 21-day return policy. I understand that policy, but what I don’t understand is why Dell won’t issue me a refund for a product that they sent erroneously in the first place? This is incredibly poor service. I have been a Dell customer for a long time, and I expected much better service from Dell.
I’m livid
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Inappropriate?Hello,
My name is Dennis, and I work with Dell's Online Community Outreach program in our corporate headquarters here in Round Rock, Texas.
I am sorry to here about the problems you are having. If you will send your service tag and shipping information to Dennis_S@dell.com, I will see if I can help.
1 person says
this solves the problem
1 Comment Add a comment
This solves the problem
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Dennis did a terrific job solving my problem. He and his colleagues are performing very important work here that wil go a long way to raise the quality of Service from Dell. I am really impressed! I was so frustrated before but since Dennis handled this, I feel so much better. Kudos to him and his team! -
Inappropriate?But why does it take coming to this forum to get simple issues like this resolved?
My feeling is that Dell are at war with their customers (a brief scan of the web will corroborate this). I was told by customer relations that Dell are a "non-compensatory & good will company". I couldn't believe Customer Relations said this, so I asked the agent to confirm what they had said. They did and later this was confirmed by their boss. Mmmm I think there are a few people in need of stage 1 customer service training! -
Inappropriate?I had a similar problem to Kathy's; contacted Dennis and he also solved mine. My thanks to Dennis; I really appreicate his patience and assistance in helping me resolve my problem. It's a good thing I found this website, and that Dell monitors it. But it is a round-about way for a company to provide customer service!
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