Dell's Return Process - Urgent Help Required!

LATEST UPDATE IN SUBSEQUENT THREADS

Hi, I searched the forum and couldn't get any information I was looking for. Please post the links, if you find one. Anyways, here's my problem:

I purchased Dell XPS M1330, a month back and have heating issues along with high pitch CPU whining. I called up customer service and they have decided to take my notebook back and refund me in full, whatever I paid.

They said UPS will come and pick up my notebook tomorrow and I have to write the credit reference number (given to me over phone/e-mail) below the return label on the box.

I have restored the software installation to factory condition and packed in the original box as per the original packing list. (i.e., everything that came with the box including notebook sleeve, remote, earbuds, etc)

1. What are the other stuff, that I should be doing/taking care of?
2. Usually, how many calendar days do they take to provide refund?
3. Anything else, I should do?

Thanks (in advance) for your patience and helpful solutions.

LATEST UPDATE IN SUBSEQUENT THREADS

 

Can anybody please help?

 

1. Sounds like you did everything.
2. It varies. I had my refund within a week after Dell receiving the laptop. You should have a tracking number with the sticker they gave you.
3. No. Unless you want to write down the tracking number somewhere else.

 

Chelet, Thanks a lot!

 

UPS guys never picked up. I contact Dell and get conflicting statements:

First:

"I have tracked the tracking number and see that an attempt to pick up the package was made. However, no body was available"

Later they say:

"Some one at that address refused to return the package to the carrier."

The truth is my family was waiting for the UPS guys and were there at home all the time. There is no way we could have missed them.

I ask for the tracking number and find:

Status: Exception. See description below
Return To: AUSTIN, TX, US
Service: GROUND
Weight: 1.00 Lb (My Dell XPS M1330 Notebook should be 8.3 Lb!!!)

7:35 P.M. - THE RECEIVER CANCELED THE ORDER AND REFUSED THIS DELIVERY / RETURNED TO SHIPPER

5:53 P.M. - NOT READY FOR PICKUP ON THE 1ST ATTEMPT. A 2ND PICKUP ATTEMPT WILL BE MADE

2:53 P.M. - A CORRECT COMPANY OR RECEIVER NAME IS NEEDED FOR DELIVERY. UPS IS ATTEMPTING TO OBTAIN THIS INFORMATION

10:21 A.M. - BILLING INFORMATION RECEIVED

I request for a re-pickup and now get 2 tracking numbers. I ask why 2 numbers? The Rep says, one for the computer and the other for the sound bar. Huh! I restate clearly that I only have a notebook to return for full refund. The rep says that's okay, the numbers are generated by the system and I can use either of the tracking numbers for returning my notebook.

I check the tracking numbers and find:

First Number:

Type: Package
Status: Billing Information Received
Service: GROUND
Weight: 43.00 Lbs (What???)

Second Number:

Type: Package
Status: Billing Information Received
Service: GROUND
Weight: 1.00 Lb (What???)

I am worried. My Dell XPS M1330 Notebook should weigh around8.3 Lb

Which tracking number should I use?

What precaution should I take to ensure, Dell later doesn't claim I never sent the notebook?

I am told that the notebook will be picked up in the next 48 hours. Your suggestions are appreciated.

 

What a mess!

 

Just called UPS. None of the 2 new tracking numbers are related to me. I call Dell again. They ask me not call anymore and they will call be back in a few hours to resolve the issue!

 

Nobody from Dell called. I had to call again and this time, I was assured that UPS will pick up the notebook on Monday. No tracking number provided. Need to wait and see what happens on Monday!

 

I find a UPS InfoNotice about a missed pickup. Looks like they tried to pick it up yesterday. I guess I'll have to keep my door open. Stupid UPS guy, how did he assume no one is at home? The fun is that it states there are 2 packages to pick up!

 

Woah! Sound like a big hassle. Do you have a staples near by? I've returned a system back to dell with them. Dell emailed me the label to print out and I just took it in. Keep this updated as I would love to know what happens.

On a side note - I work in customer service and used to work for a company that ships and returns with UPS. This stuff happened a lot with UPS. They would report the incorrect tracking number to us for the wrong people, would not be able to fix for our customers because UPS could not figure out the problem. Of course we had no idea there was a problem because we would be going by the tracking numbers and apparently the reps never look up the name to see if we were talking about the right person.

 

Dell rep told me that they have stopped e-mailing return labels to print and send. I just have to wait for whichever UPS guy comes first and send it back on Monday!

 

UPS guy shows up today (Nov 12, 2007) at 2 PM with more than half a dozen return labels. I finally choose a label which had XPS M1330 written in package content and Customer Reference Number matching the Credit Authorization Number given to me.

Just e-mailed the tracking number to Dell.

Hope things go well on from here!

 

Great! Dell just e-mailed a return label, that I can print after I send the package. MORE THAN SEVEN LABELS FOR ONE NOTEBOOK! I would be happy if they mess up like this refund me seven times!

 

Dell will refund me all but $0.01 on 12/01/2007. I had to contact them again for the 1 cent, which will be refunded in 1 to 2 business weeks!

 

Dell refunded me all but $0.01 on 12/03/2007. They have refused to credit the balance $0.01.

 

Haha, I guess all those pennies add up for Dell.

 

I will speak from experience on the return issue within dell. It is good that you chose the right return label and not one that went to a different unit or item. Dell has multiple return locations depending on the product you're sending back. If it goes to the wrong location, depending on their backlog, it sits until someone can get to it. Once they do, and realize it needs to be re-routed, it goes on another trek delaying your refund time.

It isn't uncommon for your product to get lost in limbo. Either by Dell, or the carriers. I can't emphasize enough....that when the carrier comes to get your product, make sure you have a return tracking number. In the event your product does get lost, if you have a tracking number that shows delivery, or even that it was picked up, you will more than likely get your refund. Nothing is worse than having an issue with your credit and not having anything to back up a claim that it was even picked up.

 

I am on my 5th day waiting on UPS to pick my defective M1330 up. Have the RMA number and the canned email from Dell saying they will puick up the next day. Niow after 5 days I called the credit card company and had the charges reversed. They will not return my calls or answer my emails. They send your call to India and I can't understand what they are even saying.

I am betting that they will pick it up sooner of later now that I sucked the funds back out of their account and put it back in MINE! I have bought 12 computers from Dell but their customer service is out of control. No more for ME!

 

Hmm! If yo use DFS, there is nothing you can do!

 

If yo use DFS???

 

DFS = Dell Financial Services: http://www.dellfinancialservices.com/

Dell Financial Services L.P. (DFS) is a joint venture between Dell Inc., the world's leading online computer systems company, and CIT. The global reach and market dominance of these two major players allows DFS to directly integrate our services with the needs and demands of Dell customers the world over.

 

Would you say replacement is better than asking for a return then?

 

lol no not at all

 

hmmm i hate dell for doing this... my machine looks like a refurb.. A01 motherboard, ding on screen, paint edges uneven on cover, huge hinge gap on left, and this thing whines... damn...

 

I got to say I've have issues with dell steming back with my Desktop computer I have, and How they dissed me with some nasty remark a customer rep made in regards to a printer of theirs that stopped working.

UPS is the biggest problem for me. They once also claimed someone at my house refused my packacage. The only reason I found that out was because I had checked the status at 7:30pm worried and wondering what was going on.

and I saw that message. I was infuriated because I was waiting all day for the package, and I even called in sick from work.

I called Ups and they said that someone refused the package, so my item is being sent back to the sender, so they can't do anything about that.

I started yelling, because, if they really did deliver it, it was just a first attempt. So I told them that I am really pissed and I hung up.

So I immediately got on the phone with Staples online, because I ordered from them, and I told the lady the Issue and what happened. So she said that she would have another Package sent out right away...so that it will be on its way to me while, the other one is one its way back to them.


The Truth is alot of the drivers for these delievery companys are so freaking lazy, and they lie about delievering packages just so they can get to take their lazy behind home early.

 

Yep. .