Is this for real!?

If you order a Dell online is it true that you are not entitled to a refund if the Laptop is faulty because one of their managers has just said that i am not entitled to a refund on a faulty laptop that i bought 2 weeks ago because it was purchased online.

I bought two laptops from dell, one of which had a clump of dead pixels on the screen. Rang them up and they said no problem we'll send a new one out within ten days and collect the old one the same time they drop the new one off.

Ten days later i ring them up and they say they will send a replacement 'whenever' because of a 'world shortage in parts' but in the meantime they want the old one back. So i asked for a refund and i was told no.

Like hell!

Anyone new to Dell think twice before buying from them, their customer service is shocking.

 

I'm pretty sure that can't be the case (heck, I think they have a 30 day return policy for any reason, including just not liking it).

And what does purchasing it online have to do with anything? Online or phone orders are the only way Dell really sells stuff.

You should try and talk to someone else there; there's clearly some confusion here somewhere.

 

Isn't there like a 30-days refund policy of something from Dell?

 

That particular manage is telling you lies...online is entitled to a refund, and I'd say you should speak witth someone else and rip Dell for that lie.

What that manager wants is for you to wait for your replacement laptop, and go beyond the return policy deadline (21 or 30 days) and then you'll be screwed.

 

I think there is some confussion:
1) As far as I know the 30 days policy of full refund is only on the Vostro systems, not the Inspiron (check your warranty). Usually most warranties goes like refund minus re-stocking fees (15%).
2) They don't have the item (the replacement) right know, maybe not because of shortage... but rather they have too many orders. In any case from what you say they are not refusing to change the display.
3) Be careful when sending the laptop, make sure what exactly they are going to do (replace the display?, send you a new laptop?).

I hope it can help you.

 

False. You can return the notebook within 21 or 30 days (depends upon the country where you purchased) regardless of the mode of buying i.e., Web, Chat, Call or Mall purchase.

Call and talk to a supervisor or a manager. They should either send a new notebook and then collect the faulty one or give you a full refund for the faulty one you will be sending back. Ofcourse, we assume here that you are still within the 21 or 30 days of no questions asked return. Otherwise, you are not entitled to a refund and in many cases a replacement either. In such cases, Dell will either send a technician to repair the faulty part or you might need to send the notebook to get the faulty part repaired (and you might also have to bear one side shipping & insurance costs).

You've not given complete details for others to believe you. Would you care to justify your statement?

 

2 hours of being on the phone with 2 different people from customer services both of which contradicting eachother one of which saying my complaint is 'only my opinion!', being told i cannot get a refund on a defective product (i'm fairly sure the UK law will tell me otherwise), being promised a replacement and not getting it, being promised callbacks and not getting them, being told i will be put through to someone who will only be too glad to help me when in fact they hang up on me.

I could go on ....

Believe it or not the idiot that i spoke to WAS the manager. I've told them i want to speak with someone higher up and they said they will call me straight back. Naturally they haven't. The laptops arrived on the 2nd November btw so i've only had them for 14 days.

It's a shame because the other laptop is great but this has really put me off buying from Dell ever again. I know things can go wrong with any brand and they have with other computers i've had before - but the difference is the other incidents were sorted efficiently, this is ridiculous for such a huge company.

 

Well i've just checked up on a few UK law sites and from what i can gather not only do Dell have to refund the cost of the laptop, they have to pay for postage and i shouldn't have to pay any kind of restocking fee.

 

If your call gets routed to India, I have seen many times the representative himself/herself claiming to be Manager/Supervisor. A Manager/Supervisor will not hesitate to provide his/her direct phone number and will usually e-mail you back with what was agreed upon.

The problem is that Dell has hired some idiots and they give the rest of their colleagues a bad name! Look what I am going through: http://forum.notebookreview.com/showthread.php?t=185999

 

Check the following link:

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

It refers to Dell's TOTAL SATISFACTION COMMITMENT GUARANTEE!!! It should be what you are looking for.

Good luck!