Dell is giving me the run-around on a return. Have they 'stolen' anyone else's money?

I purchased a little Mini 10v for school nearly 2 months ago (If there is any dell employees reading this my order# removed). I've had successful purchases with Dell before. I had huge confidence in their products and have referred friends to them as well. Until now.

The wireless was terrible slow and took 10 minutes to load websites in every location I went. I re-installed windows... Dell sent me another wireless card - Same problem was occurring.

I returned the little mini10v 2 days after I received it after their customer service agent sent me a box (On june 17th).

I received the email confirmation confirming dell received the mini10v on the 23rd of June. As of today, no refund.

First customer service call was on July 6th. They mentioned it would take 2 business days to get credited on my credit card -Nothing. July 13th call they said it would be credited within 24 hours. Nothing. July 16th call they said it would take 5-7 days. Nothing. I emailed them on the 24th. They said it would come within 48 hours. Nothing. I called today, the 24th. The guy ( rep id # 173417) said the mini10v was still in-transit to dell (????). I asked for his supervisor and he said he would call me back within 48 hours. I hungup on him and called back. This time I got Tony ( rep id # 161583). He said they HAVE received it and to wait 5-7 days.

So a recap:
June 3rd - Ordered Mini10v
June 17th - Received Mini10v
June 19th - Returned Mini10v
June 23rd - Dell Received the Mini10v (via email receive confirmation from dell!)
July 6th - 1st call: 2 days till refund
July 13th - 2nd call: 24 hours till refund
July 16th - 3rd call: 5-7 days till refund
July 24th - 1st email: 48 hours till refund
July 28th - 4th call: "Dell hasn't received the mini10v yet" (?!?!? - I asked to speak with a supervisor - They'll call me back within 48 hours he said)
July 28th - 5th call: 5-7 days till refund (They confirmed dell did in fact receive the laptop)
July 29th - 6th Call: Supervisor called me back - 7 days till refund
July 29th - 2nd email: Filled the "unresolved issue form out" with a link to this thread.
July 31st - 7th Call: Surendra at "Dell Corporate" called me and said he'll call me back on Tuesday with an update. He mentioned that there was a "technical problem" on their end. Understandable. We'll see if the saga continues - So I can let this thread die.. or bump it.
August 4th - 8th Call: Surendra at "Dell Corporate" never called me back. I called the corporate extension that he gave me and some operator answered. She was pretty nice and said Surendra was busy. So I asked her if she could help me. She mentioned that 'there's no way to determine if the wireless card came back with the original mini10v that was already received (Umm, how about the person who opened the box? Or did he steal the wireless card?) Anyway, I asked to just deduct the wireless card from the return because at this point I would take anything from them. They said that's not necessary as their just waiting for an approval for the return. So yet again, I'm back to the first call I ever made - "Please wait 7-10 days for the approval of the return."

EDIT: I'm never buying a dell product again. Nor am I going to suggest them anymore to friends. And since I repair computers for dozens of people - That's a lot of business their missing out on.
-Russ

 

I would try calling Dell, and ask for a manager right away. Don't explain anything to the clueless rep, just tell him you have a serious complaint that needs to be addressed and you want to speak to manager only. Once you are connected with manager, explain him your situation and see what gives. That would be the first thing i would do i guess. Talking to reps is usually useless, they are able to sell you a computer and that's about it, nothing more, nothing less.

 

In that case I would still wait those 48 hours to see if the manager calls. If he doesn't, have you tried submitting your issue via Unresolved Issue Form?
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

If everything fails and they keep winding you, you can try and send an email to some top guys:

 

Tuwa, that's a fabulous list... I'll try the Unresolved Issue Form next. If they still can't get this taken care of I'll write some emails.

Thanks.

 

Why not call your CC company and do a charge back?

 

Btw that Unresolved Issue Form is for US customers, i believe you are from US considering your name. Go to your country's Dell Support site and use that form if you are from somewhere else, but i guess that's common sense And that list isn't mine so can't take credit, but it's still very helpful indeed

 

I've done this before and it's a pain in the . My bank cancels the card all together if I put a claim thru. It took them (last time) 2 weeks to deliver a new one. So I'd rather keep this as the last option. Thanks though.

 

and you might want to remove that order number cause leaving it in a post is dangerous

 

If you used a cc then chargeback is your friend! lol

If not, then just keep calling Dell until you get a rep that won't assess the fee. In my experience, it varies from rep to rep. Some will try and others could care less and will just setup the return - no questions asked...

 

They sent a replacement wireless card overnight (Which didn't solve the problem) which I received. When the problem persisted I wanted to return the mini10v. The first rep that authorized the return told me to just put the wireless card in the same box in which the laptop was sent back in.

Now their saying they can't give me the return because they haven't received the extra wireless card.

What the f**k ? Those morons. Does it really take them 6 calls for me to finally figure this out? The supervisor called me back and said to please wait 7 days for a return. So yet another time-frame given to me. I'm going to unleash hell if I don't get it within 7 days. I'll spam email every single one posted above.

They actually think I didn't send the wireless card back - That I am trying to keep it. What the hell would I do with a little tiny 20$ wireless card? This really angers me.

 

You do that 100.000 times and you are a millionaire!

 

Just an update I suppose. Someone from "Dell Corporate" called me and said he'll take care of it. He said he'll get back to me on Tuesday with an update. He had a pretty heavy Indian accent and I didn't understand half of what he said. He seemed pretty nice about it though. So maybe this thread got someone's attention. Who knows.

 

I was given another time-frame today. 7-10 days.

Awesome job dell. World-class customer service.