No refund on faulty machine

sorry for another thread but i was so mad at sale manager department. i know there's alot of people are alienware fans But there was no power spoke to their support. i hope i can get support here

Today September 22 i received my laptop from Depot without fixing it. i called sale department they refused my refund because i was ran out 21 days policy. No matter how i explained to them this wasnt my faults. Even when i requested to spoke to their manager his name is AL ( he might lie about his name ) he ignored my explaination and kept repeating his words " there's not an option for refund out 21 days ". i was calling for refund but he told me speak to technicial support...finally i gave up dealing with him because he wasnt help at all. So now my question is Why i cant get a refund on a faulty machine ? Dell/Alienware had my system and told me can not refund. Now i have it but they refused.

 

You can't get a refund beyond 21 days because the Dell Terms & Conditions which you accept when you buy from them states that there's no refund after 21 days. It's as easy as that. They are 100% right when they do this.

You have the right to get a new machine, but only after they have had 3 tries to repair it.

Why did you send it to the depot?
AW has got in-home repairs.

 

You have no reason to be entitled to a refund for any reason after the refund policy. It's outlined and "agreed" to by you when you purchased the laptop.

The best you can do is get it fixed and negotiate a replacement after 3 major hardware failures of the same part.

Also wrt the in-home repairs, that's standard only for certain countries.

 

If you needed a "refund" you would need to talk to Customer Service (but likely not going to happen). I would have the machine serviced then sell it to get your money back.

 

i couldnt return in 21 days because i didnt have a laptop on my hand. The company had it. people shouldnt defen for Dell/Alienware. you just helped them have more power to refused all customer rights. what if one day you have the same situation like im having now.

 

Many of us have had good experience with alien-ware customer service. If you follow their rules, you can get a really good deal...and even though they have failures on occasion, many people have gotten reimbursed with a higher-end system than they originally bought if the failures cannot be fixed.

 

I agree. I have gone through two Alienware laptops. Both terrible. Both times dealing with them on the phone was terrible. Sorry Dell, you ruined a good brand. I would never deal with these guys again. My ASUS G73jw is on its way as we speak.

 

I feel for the OP. Most companies try to pull a fast one on customers by requesting them to send their brand new laptop to a depot for repair; which will conveniently go beyond the window for a refund.
Though customers are supposed to know the 21 day refund period, many CS reps will not point this out when customers are calling about technical problems within the refund window.

Purchase through credit card? Escalate it through your bank and tell them you were sent a defective product; worth a shot.

 

The situation itself is pretty crappy, I personally have had a mixed bag when it comes to their customer service/support but unfortunately this is the way it played out. As stated before the only thing you can really do is have them repair the system and figure something out from there. Sell it, keep it, it's your prerogative.

 

Prevent what from happening? Customers not bothering to read the T&C's?

 

File a charge back with your CC. Explain to them what's going on and you are willing to pay for postage. Most of the time CC compnay will side with you. I had my fair share issue with dell and will never deal with them. Heck even Acer have better customer support and service and thier prodoct is way cheaper then Alienware.

 

No reason for another thread.

We have a thread in place for support issues/hitting a brick wall - be sure to review post#1 -

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html