Dell charged restocking fee on returned 1537 that was defective.

I'll try to keep it short. I've discussed this machine in other threads, but it wasn't until now that I found out that a restocking fee was charged.

The machine in question had problems with a wavy keyboard and an eject button that would stay lit, then go off and eject a disc at random. This happened multiple times. I also had a problem at boot up, where the machine made a ringing noise for over one minute, then booted up. Given these problems, I called Dell to return the machine after having it for two days.

The machine was a "Previously Ordered New" Inspiron 1537 from the outlet. I think it's not too much to ask that it be free of defects out of the box. If there are multiple problems, then one should be able to return it within 21 days for a full refund.

If you find yourself in a similar situation, my advice would be to make sure someone in Tech Support logs in the system the problems you are having. I didn't realize that this was necessary.

I called Customer Service to return the machine, and discussed the problems I was having. This was left out of his notes. The rep wanted me to talk to tech support, but I didn't want to start in with time consuming troubleshooting when I realized these problems are not easily fixed.

A few days after Dell received the machine, when I looked at my Dell account, it appeared that a credit was issued less the shipping charge (and no restock fee), but when the credit posted to my charge card, the refund was reduced further by the restocking fee. An examination of the credit memo shows the restocking fee separate from the credit that I received.

I spoke to a number of people at Dell, and no one will issue a further credit. They cite this is their policy and once the restock fee is charged, they can not reverse it.

It seems that Dell is trying to get you to keep the machine by attempting to fix the problems, and eventually get you past the 21 day return deadline. I also placed detailed notes in the box describing the problems.

Bottom line is that Dell sold me a defective machine and won't issue a full refund. I've been a customer for years. This is very disappointing.

 

Click this link: Dell Unresolved Issues

Complete the form, and send it off. Hopefully, you will hear something back. That's complete BS that you were charged the restocking fee. Honestly, you are the first person I've heard on the forum, that has had this happen to them, quite frankly it sucks...

And, if Dell truly believes in good customer service..They will find a way to somehow, someway *reverse that restocking fee charge* for you. There are many ways to compensate a customer to make them happy once again.

I always tell peeps...no matter what you call Dell for, an issue or not..get a Case Number..it's your back up of what has taken place the duration of the conversation with the Rep. Usually, they will e-mail them to you, or give you a verbal one.

Try that Unresolved Issues link, and see what happens!

Cin

 

Thanks for the link, Cin'. I'll give that a try.

Yes, I find it hard to believe that they will charge the fee when the machine is defective. I should've been more careful to make sure that they documented the problems. However, I've been a Dell customer for many years and never had a machine that had problems at day one.

It seems that the media direct eject key problem is fairly common on the Studio 15 and doesn't have a definitive solution. I did not want to be stuck with a machine that had this behavior and figured that sending it back within the first 21 days would be best.

 

Im really surprised you got charged a restocking fee.
Just last year I sent back 4 notebook computers and there was nothing wrong with them and did not get charged a restocking fee. Two of them (Studio 15 and 17) were brand new and two of them (XPS M1730) were from the outlet. In fact Dell even arranged to have them shipped back for me.

 

I disputed the restock fee with AmEx and just got an email that the amount was credited back to my card. I'm still out the shipping cost, but I didn't dispute that. I'll be happy to leave it at that.

 

Dell just pulled the same thing with me...several open tickets on unresolved technical issues on a studio xps 1340 and they charged a restocking fee. I've got the resolution specialist from my dell sales team looking into how to fix it.

 

email I rx'ed after submitting using Cin's link above...not too many specialists if it can take upto 4days to respond!