Dell has won my love - positive return experience

So I just bought a very nice Alienware M17x with the 6990M video card. I had a pretty bad experience at first, because I ordered it initially with a poorer video card (460M), and then three days later they came out with the 6990M. They wouldn't let me cancel the order, and when I asked to speak with a manager they sent me to a recording that hung up on me. I was pretty unhappy about that. I had to ship the machine back and order a new one with the specs I wanted - which honestly wasn't much of a hassle at all.

I got the new machine, which is amazing. But my life recently has changed, and the money I put into a laptop I truly didn't need would be better spent on a car that I truly do need. So, reading online about how I'm going to be charged a restocking fee of 15% ($360) as well as having to pay return shipping unless I lied and wheedled my way through the return process and called up multiple folk until I got a nice one... I just gave in and decided I don't want to lie or wheedle, I'm just going to pay the fees and the shipping and get most of my money back.

So I called them up, and my ire rose as they said their system was down and I'd get a call back within 24 hours. I thought this was going to be a nightmare, but it turns out I get a call 4 hours later. A call which, without me lying, ended up with me getting a full refund without a restocking fee and I didn't have to pay shipping. The lady on the phone laughed good-naturedly at me as she could hear the surprise and delight in my voice.

Just wanted to share my story. Although to be fair, I made a purchase through the Small and Medium Business department – a benefit of being an IT professional.

 

Nice It's always a good thing to hear good Customer Service stories where Dell is involved

And, yeah...Dell Small Bus' tends to have better Customer Support.

 

damn, you must smooth talked her something fierce!