Help Please!! Dell Charged Me A Restocking Fee For Defective Studio XPS 1640

Okay, so this is how it goes. All the support people are Indian. I received my Studio XPS 1640 laptop in July. I didn't open it and wanted to send it back because when I had submitted my order, literally new options for upgrades appeared. I called Dell and the lady I spoke with offered me credit for keeping the laptop, I declined and said I want to reurn it so she said a restocking fee of $343 would apply. I quickly said nevermind.

Later I called back after I OPENED the box and took the laptop out and it was defective, even my friend confirmed it. I spent like $2,700 on the laptop. The next person in the returns department didn't mention any restocking fee, understood I had a defective computer and sent me a returns label. Next day came, and the label didn't come as he said it was. Called back and told the lady in returns that I didn't get the label and she said "I will resend it" and she did. Then the label appreared in my inbox and all was set...at least I thought


I checked my Dell account on Dell.com today and noticed a "new" order being processed in the amount of $343 and the description stated it was a restocking fee charge! I quicky called Dell and the lady I spoke with said I was told I going to be charged a restocking fee, I corrected her and told her my defective computer was never mentioned to have a restocking fee attached. She checked her records and the only thing she would say is that "the restocking fee is non-refundable, I do apologize". Yeah right! I kept telling her what was said to me and I also told her that according to Dell, brand new defective computers DO NOT get charged a restocking fee. She kept saying "the restocking fee is non-refundable, I do apologize". I asked for a manager/supervisor, and she said she would do it but I would get the same answer, to which I DID get the same answer. I hung up!


WHAT AM I SUPPOSED TO DO???? This is fraud!!

Can ANYONE help me? Calling them or whatever! I call them and it's like they dont want to help me.


P.S. Oh yeah, by the way, I recently recieved my new Studio XPS 1640 and it TOO is defective. What the **** am I supposed to do. Someone help me, please, I'm literally begging This all too much to deal with, Dell isn't helping any better, I'm out $343 by mistake and they wont fix it. I used both my credit card and Dell Preferred Account to purchase this laptop.

 

Can you ask them to verify that the laptop was defective? If they do that, they should refund the fee.
Can you define defective for each of the laptops? Just curious.

 

Call your credit card company and file a charge back.

 

Define 'Defective' please.

Also, did you contact Dell ASAP as soon as you found that there was a problem and then request a new machine or refund? It is ESSENTIAL you do this within 21-days. As soon as you receive it you should be checking everything.

If you wait, you are risking it.

I'll willing to try to assist you in resolving the issues once you post back with what is defective.


In regards to the charged restocking fee, submit a request for callback via the Unresolved Issues link (Customer Service side) and explain why you feel the restocking fee does not apply. Also include that if you do not receive a call back within 24 hours (1 business day) you will be contacting your CC company to file a dispute.

 

Why didn't you just refuse delivery ? It's your fault now

 

Dell will not budge, I just keep getting the same answer, "sorry sir, but this restocking fee is unrefundable". No matter who I talk to.

I am defining defective by spending $2700+ on this system and having the F3 key popped off, the aluminum not glued or seated properly, the leather strip scratched and torn, and the chasis not put together tight enough where the led indicator on the front lip of the laptop looks as though it will pop out.

Perfection is a must if I am spending this much of MY money, not shoddy build quality! I inspect EVERYTHING upon arrival, I have very strict standards, and usually those strict standards pay-off.

 

Hey 5150Joker, was just thinking of that...

 

Hey BatBoy I feel like repping you for all the help you have provided for me, much appreciated!) Yes, I called Dell. They don't care or want to help.

The first laptop had aluminum seating issues, chasis was not fully put together tight, F3 key popped off.

The second laptop has a noticible scratch on the upper left hand corner of the screen ("glass" overlay"), aluminum seating issues, and also the chassis is not put together tight enough. My friend has this XPS 1640 and it is flawless.

I refuse to accept this for how much I spent. I will be calling my CC company VERY soon to file a chargeback for the $343 dollar restocking fee **** they pulled on me. I used both my Dell Preferred Account and Credit Card.

Any other suggestions?

 

It is not my fault for a defective laptop when I JUST got it. I didn't refuse delivery because I wanted to check the laptop first and go through what I thought were normal standard return procedure.

 

No worries. Hope it works out on both counts. Just don't delay on that return issue asap. tell them a replacement is unacceptable as you are now done with dell (from the sound of it).

Hopefully, you'll have better luck with the next purchase

 

Thanks. Well, the thing is, every Dell laptop I have ordered for almost 2 years has been defective in one way or another and sent back. I don't know if they put a word in about me to make sure every computer I order is defective, but it surely isn't acceptable.

I will continue my pursuit on obtaining this laptop in PERFECT condition. Every other manufactuer out there doesn't really appeal to me like Dell computers. They seem comparable to Apple on some things and a lot of people do the Dell vs. Apple thing. I HATE HP and will never buy thier products again with the exception of thier printers. Toshiba is nice but no Blu-ray. Acer is meh. Sony has style but not the things I am looking for in a laptop (mandatory: LED screen, backlit keyboard, slot-load drive).

 

I'd personally start communicating via email. Calmly and completely explain your situation to them. Give as detailed a timeline as possible and just don't give up. You just need to find the right rep to do the refund.