Has Dell.com Changed Return Policy??

Hello,

I keep reading in this thread about Dell's no questions asked 21 day return policy. Dell.com is stating returns will have a 15% restocking fee in addition to shipping charges.

I'm assuming this does not apply if there is a problem with the system. However, if it's under warranty, won't they just send a tech out instead of accepting the return?

Has anyone completed a return with the last month or so?
If so, can you let us know how it went?

Thanks!!

 

If it is defective, as determined by how sympathetic the other person is on the other end of the line, how his/her breakfast was, how he/she slept last night, and when he/she is going to get a pay raise, then they will probably just let you return it if you are within the 21 day period. I haven't done a return in the last month, but I have done a return in the last two months or so, and they let me return my computer without shipping charges or the 15% fee after I told them a long list of things I didn't like about the computer. I guess I got lucky because I got routed to someone in Texas instead of India, unlike the first time I tried. Dell's Indian technical support is mediocre at best; they charged me 15% regardless of the fact that the computer was clearly defective, and wanted me to pay the shipping fees, no negotiation. I thanked her and hung up.

When I talked to the Texan, he really tried to arrange a technician to come out to fix whatever I wanted fixing and send me the all the discs that were missing, but I stood firm and said I wanted to return. He eventually caved in and put the return request through with no shipping fees back to Dell.

As to "Dell's no questions asked 21 day return policy," that is just not true. The first thing they ask you is whether there is anything wrong with the computer. If there isn't or you don't give a good, believable reason why you don't like the computer, they tack on the 15% Restocking Fee + Shipping.

 

Ok, that's what I thought, but I just wanted to be sure. So what would be a good reason to return, and not have a tech dispatched?? Anything I can think of, I would assume they would try to have a tech sent out.

Thanks!!

 

If there is something really wrong with your computer, that's enough of a reason. They cannot force a tech on you. If you say you want to return it for no particular reason, they will slap you with the fee.

I'd just tell them that I had just lost my job and can no longer afford the payment. In this economic climate, that should suffice.

 

I just returned my first Studio 15 last week (Dell received it on Monday).

I initiated the return by using the Return/Refund form on their Contact page. I explained what issues I was having and how there didnt appear to be any resolution (touch sensitive button issue). I further explained that I didnt want to deal with this as it was supposed to be a new laptop. I was within my 21 day return period at that time. I'm not sure if it helped, but I also explained that I placed a new order for a SXPS 16.

The next day, I received a response telling me where to send it and what my RMA number was. No questions, no complaints. I just happened to have called Customer Service that day to check on my SXPS 16 order and the rep noted that I had a pending return. He said he'd send me the shipping label, which he promptly did via email (I dont recall if the original email response mentioned anything about return shipping).

After they received the laptop, they sent me a response saying I should be credited within 6 business days or something like that. I logged into my Dell account and noticed that they had deducted some strange percentage.. possibly 15% + return shipping?

I filled out the Customer Service form and told them that I was within my 21 day return period and I should not have been charged a restocking fee or any fee for that matter. A few hours later, I received a response saying that I will be fully credited, that they were sorry for the misunderstanding, blah blah blah. I checked yesterday and its ALMOST all there (its short by $0.04), but that's good enough for me.

I read someone else's experience here and they mentioned that they were also stiffed the restocking, even after the initial rep told them there would be none. He said he had to call and argue over it, but they eventually credited him the full amount.

I'm not sure if that's their standard policy to charge 15% restocking (there seems to be conflicting information here and on Dell's own site), but it is possible to make a return without the restocking charge, as troublesome as it may be.

 

Something thats different here in the UK is that we only get a 7 day return period.... unless I'm mistaken?

 

I think Dell is more lenient with their business customers. I've returned stuff in the past with little to no hassle.

 

If there is a commonly known problem with your model then that should suffice. E.g. the SXPS's run hotter than most laptops of their nature which would be a natural return case for many.

 

Thank you for sharing!! That's exactly why I posted as I had seen anything from no questions asked returns to no return without restocking/have to send tech out to repair first, so I wanted some first hand accounts.

 

I just read through my old emails from Dell Customer Service. In the first email, after I told them I wanted to return it and I was with my 21 days, it seemed like automated an response.

It gave me a return number, explained how I should ship it, where to ship it to.. it said I would be receiving a UPS label soon (although if you recall, I didnt actually get the label until I called in for something else). It said if I wanted UPS to pick it up from my house, it would cost $10.

After I noticed I wasnt refunded the full amount, I contact them again and here's the response I got:


Thank you for contacting Dell Online Customer Care.

I understand that you had returned the order, however, a complete refund was not issued. I sincerely apologize for the inconvenience caused.

I have initiated a Refund Request for the balance amount. You should receive the refund within next 6 business days. The amount will be credited to the original mode of payment.

Your Credit reference number is xxxxxxxx.


Anyway, hope that helps.. and like Sephoroth said.. if there's a commonly known complaint about any one of the systems you bought, just use that as an excuse to return it.

Good luck