Get the Facts: 30-day return time

Applies to DELL CANADA (not the US apparently)

A lot of people seem to think that if you receive a replacement and it is faulty as well you are not entitled to another one or cannot get your money back.

I believe this is incorrect, because when I talked to a tech support person over the phone a few days ago to order my m1330 replacement, he said a few things:

a) you 30 days start the day you sign-for/receive your laptop package.
b) when you receive a replacement, the 30 days start over.

This makes a lot more sense, as every system should come with the 30 day warranty. This is what the guy told me, so unless anyone has proof to a counter-claim this is what we should be sticking to.

Taken from Dell.ca:

 

Nice, clears the air a lot

 

How do you know the rep was telling the truth? Unless they provided you with a link to Dell's official policy, that person could be telling you only what you want to hear in order to 'trick' you into keeping a laptop.

I certainly hope this is true, but three years ago I had direct experience with Dell that goes against what you just said.

Link

 

that is 100% incorrect (not you greg). in fact the 21 days starts from the day you actually get invoiced NOT WHEN YOU GET THE LAPTOP. so that mean if you get 5 day delivery and get invoiced the day it ships you now only have 17 days.

and no again on the second one you still have 21 days. no matter when you get the replacment you do not get another 21 days. if you call and ask nicely and you are outside your 21 days by a few days and its due to a delay of your replacment they will make an exception. but otherwise no. this came from a phone call directly from escalations and also from the gentleman i spoke with from the executive office.

he is wrong

 

This is regarding Dell Canada, see my post below.

 

That may be so in the US, but this is speaking from Dell Canada. I should have mentioned this. This IS what the tech guy told me. Should I call and speak with someone else to make sure? I can't imagine that the US one is totally different...

 

Maybe call 3 times, getting 3 different reps. See if the story changes. That will reveal the truth I believe. The truth they don't know what they're saying.

I agree on the fact you're 21 days starts on the day it ships from the factory. That's how it worked for me! Got it 4 days later, so 17 days remained.

 

hmmmm... so an unfortunate guy like me got his 2nd replacement system, and is considering a return and refund even though he is out of the original system's 30days guarantee...

Can I get a refund???

 

I'm reading Dell.com (US site) - it seems different from the Canadian site which lists the policies. I don't even see it talk about the 30 or 21 day returns. Odd.

Taken from Dell.ca:

Now it does not say, but I belive that faulty systems are except from the 15% fee and the shipping/handling charges. After all, if they send me something that doesn't work/has issues why should I have to pay for anything?

 

yes as long as there was a issue with the second one even outside of the 21 days you can get a refund

 

What the hell? Didn't you JUST say this isn't possible? Thats what I said all along, except that in Canada its 30 days. Where did you get 21 days from anyways?

 

Here we Go Again... Look back in my posting history and you will see I covered this...In fact wait...

http://forum.notebookreview.com/showthread.php?t=150450

You have 30 days for a replacement from when you buy the computer. This is not the Total Satisfaction program. If you get another, the 30 days still goes from when your original date started. If you argue, you can get a brand new and not refurbished replacement after the 30 days but it requires CSR Manager approval. After the 30 days, you will get a refurbished replacement as is already set in their automated reorder system, unless you get this approval.

Now...Total Satisfaction.. 30 days Canada and 21 Days US. In the above quoted thread I stated different but this has changed.

You get 100% of your money back and they even email you a shipping label (or send a courier) if you have a valid reason. I know of only one person that they nailed with restocking and mailing return and that was because they refused the shipment unopened at the door.

I confirmed this through conversation with the Total Satisfaction Team and can reach them by asking for the Warranty dept..

Speaking of which, there is a group of people in both Canada and the US that handle strictly the Total Satisfaction Returns. You have to speak to one of them directly to get to the truth. Many CSRs and Techies know nothing of this program period.

Now... said and done. Its a subject I researched very well for myself (who has used it twice) and a fellow Dell forum member in the US who had also used it. She was originally told by a CSR that the program no longer existed.

 

what i said is if you recieve another and call and harass them if you are outside of the 21 days (30 days in canada) you will get a refund. they will not automatically give you one . you will sorta have to demand one.. unless the rep is nice and offers it to you. same this i said previously. and if you are in canada you get 30 days we get 21 days in the usa

and its only as long as it has a problem a BUT THIS MEANS A FEW DAYS OUTSIDE OF THE TIME.. NOT 30 DAYS LATER.. if you get the second one and use it for 30 days and then call them they will not issue you a refund

 

So Flamenko, what are you saying? There are two different guarantees? I'm a bit confused now. Does the XPS M1330 comes with the Total Satisfaction Guarantee?

 

Yes it does. It is total different than exchange policy set up by Del. That has nothing to do with Total Satisfaction.

Canadas 30 Day Policy:

http://www1.ca.dell.com/content/topics/segtopic.aspx/policy?c=ca&l=en&s=gen&~section=018

US:

Hardware Products and Accessories: Unless you have a separate agreement with Dell or except as provided in the section below, all hardware, accessories, peripherals, parts and software that is unopened and still in its/their sealed package or, if delivered electronically, that has not been downloaded, may be returned within twenty-one (21) days from the date on the packing slip or invoice for a credit or a refund of the purchase price paid, less shipping and handling and applicable restocking fees.

Exceptions to Dell's 21-day return policy:

New PowerEdgeTM , PowerConnectTM and PowerVaultTM products may be returned within thirty (30) days from the date on the packing slip or invoice, except that new PowerEdgeTM SC servers and n series products purchased from the Small and Medium Business Sales Division may only be returned within fourteen (14) days from the date on the packing slip or invoice.
Application software or an operating system that has been installed by Dell may not be returned unless you return the entire computer under the 21-day return policy, if applicable to your purchase (if not applicable to your purchase, you may not return application software or an operating system).
Inter-Tel VoIP products, Dell/EMC storage products, EMC-branded products, Unisys-branded products, PowerVaultTM 160T tape libraries, enterprise software, non-Dell branded enterprise products, software and/or software licenses purchased under any type of volume purchase agreement or any non-Dell customized hardware and/or software product(s) may not be returned at any time.



Restocking Fees: Unless the product is defective or the return is a direct result of a Dell error, a restocking fee of 15% may be charged on hardware, accessories, peripherals, parts and unopened software still in its/their sealed package, and on software that has not been downloaded if the software is delivered electronical

 

Okay one last thing, the total satisfcation gurantee (canada) applies to replacements as well?

So basically if my replacement is crap, and even if its longer than 30 days from when I bought the original laptop, I can get 100% of my money back by calling and asking for the Total satisfaction people?

 

Yes...your dead on. Outside the 30 days however, its real tough to get them to agree to the refund.

 

yes as long as you call asap. as i said you cant wait 2 weeks then decide to call. basically if you are outside of the time as soon as you open it and turn it on if there is a problem right away call immediatly and tell them you will only accept a refund at that point. but if there are any issues that dont show up right away and they take a week or 2 past the time you will only be able to get a replacement and chances are unless you deal with a supervisor it will at that point be refurbished

 

Yeah, luckily I think most problems you will notice after 1-24 hours. Just put it to some heavy testing and examine every inch of it. For the odd problem that might pop up after that, It will likely only be one component which could probably be replaced under the 1/2/3-year Return to Depot warranty.