Dell return procedures

Has anyone had to return their computer before for a full refund? Is that a PITA? Do they make you pay shipping and all that?

I say that because I have an unresolved issue that is going on a full week. It has exceeded the 21 day policy, however the case was opened prior to that deadline. I feel that I am being delayed and its really pissed me off. The rep promised that they would open the case and send me all the contact info and what not I would need. This has not happened. I have decided to try a return, as it will cost me the same amount of time anyhow. Anyone been through this? I am freaking out and could use some help.

 

I returned a 1420 a few months ago. It was fairly easy. I just talked the to the rep via chat (I believe it was the sales department tough, not technical assistance). I said the problem (bad screen) was a dealbreaker for me and wanted to return the computer for a full refund.

I should add though: they deducted the shipping cost from the refund I received. I disputed (I had a copy of the chat conversation where I was promised a full refund) and they refunded the rest as well. Another reason to try to do this over chat rather than on the phone.

Good luck.

Edit: I wanted to add that they sent me UPS shipping labels.

 

I totally agree . . . being able to keep the recorded conversation is so much better. I think that my case has failed. I am going to talk to someone I know that may be able to help me, and if that fails, I most likely will open a chat session and demand a full refund also. Pay for the shipping cost? Pft!

I am really Po'ed since I was promised a resolution, and was never given a case number, phone extension, or anything else that I could use to track the progress. I mean seriously, what kind of fool thinks that they can make a customer go away by flat ignoring them? I am so insulted. If I had purchased a 400 dollar service contract, well gee, I guess then I would get the red carpet. Because I cannot possibly afford that, I have to start jumping through hoops.

I am glad to hear that your refund was pretty smooth however. I swear that if this gets any worse, I am taking my money somewhere else, or just building myself another desktop. I need the portability, but man, these companies are just too much sometimes.

 

Before calling a customer service rep for problems get a pen and paper ready and write down everything he says, such as his name, case number and procedures in how to return the laptop for repair. You have to know the case number in case you need to call them back. Waiting for a week without a response means that something is not right. Usually they will ask you for your email address and send you the information of your conversation. Make sure the email doesn't end up in the junk mail folder. Avoid confrontational conversations and keep a cool head.

 

I returned two laptops. Each time Dell covered all shipping expenses and i received a full refund, never had to pay any restocking fees. First you need to get a return authorization #, then you'll get a shipping label which you'll need to put on the return box. You'll get the refund about a week after Dell receives the packing.

 

Never trust what Dell reps tell you sometimes. Depending on the person you get, they sometimes lie about certain things like "I will upgrade you to fast shipping for free" or "I will extend your return period to 30 days".

 

We are protected somewhat by the law. If they do not want to give you back your money, and you are in dispute, you can issue a charge back at the bank which you used to make the purchase (look at that credit card). I would definitely so that if I had made returns / repairs, and still was not satisfied.
When you think about it, what does a company hate more, handing back five bucks, or keeping the sale and just looking for another way to make you happy? Just because you sometimes get caught in a loop and 30 days goes by, it does not mean that they can force you to keep something that you don't want. Especially if you DID actually TRY to find a resolution with them.
I'll tell you, this is the #1 reason that internet shopping is such a bear. You just don't always know exactly what you are getting until it shows up a week after you bought it. It takes another week to return it, so you only have a few days to try to figure out if you made a good choice.