Getting a full refund from Dell in am alienware 15

There's a locked thread here by "frustratedDellowner" on how threatening arbitration got him a full refund. I just thought I would share my experience with this - I actually began the arbitration process and I don't think I'll be getting my $200 filling fee back, but after 2 straight months of repair, a replacement with the same problem as the original, and 5 months of just dealing with a partially broken laptop that costs $3400 (note, I've only had out 7 months, and it's been non-stop hassle), I decided it was worth the filing fee if only to hit dell where it hurts, their bottom line.

I filled my demand for arbitration form with the AAA and sent it both via email to the technicians I've worked with and via snail mail to dell corporate, and received a call within an hour of sending the email, offering to escalate my issue to the highest conflict resolution team, to evaluate the refund, and was told I'd hear back by Saturday, two days later. I then received a call the next day, with them agreeing to fully refund me.

I'm sure the actual process of getting a refund from them will still be a nightmare, but the arbitration worked. Don't let Dell screw you, guys. Fight back.

 

Just so you know, Dell doesn't care much about their consumer lines even if it's considered premium.

The only Dell computers I buy now are business class machines.

 

I know now, I wish I had stumbled upon this place prior to purchasing.

 

where are you located?
If in the USA, you can just skip straight to small claims court.

 

I'm In the US, I started arbitration and it cost me $200 but they agreed to refund. I'm sure it will be months before I actually have my money.

 

that's why you skip arbitration and go straight for small claims. it usually only costs around $50 or less to file a suit, and with some courts, you can even file online from your home.
Computer manufacturer will respond quick to settle a lawsuit. Of course, you still get your court fees back.
If you search, some dude in the HP forums sued back in 2009 and got $4300 for his $1500 laptop.

lawsuit > arbitration, bbb, etc.

small claims is a very underused tool, and should be used more often when you're getting jerked around by customer service

 

Yup, small claims is almost always better than arbitration for consumer products may it be electronics, appliances or cars.

 

Hopefully, I'll never find myself in the position that I need to do this again, but I appreciate the advice. If they keep up the runaround game, I might call and see if the arbitration case has actually begun - if they haven't paid their filing fee yet, I might cancel the arbitration and take them to small claims. The level of negligence and lack of quality control I've experienced with them has been staggering.

Edit: I just saw small claims is for <$1500. This Is me $2800 into a $3400 purchase

 

i've never heard of small claims limits that low in the US. Usually it's for $5000-10000.

What city are you in?

You can also sue in any jurisdiction Dell does business, which is pretty much every city in the USA

 

Silver spring, I didn't do any in depth research, that was from like the first site I found lol

 

MD is $5000
http://www.courts.state.md.us/legalhelp/smallclaims.html

 

I think I saw Kentucky's. Thanks.

 

For future reference, Dell will take a BBB complaint just as seriously, and that is free.

 

They sure didn't care about the threat of a BBB complaint. I'll have to actually file one next time, it won't be with Dell though, that's for sure lol

 

That really depends on the company. I've had companies completely ignore BBB complaints, also have had others contact me an hour within filing. The ones that really gets their attention usually has the words "I'll be consulting with my attorney" somewhere in there.