No joy returning a system, please help!!

Hi, Dell is refusing to authorise a return on my system and I am beyond fustrated. Here is the story: I ordered my original system in mid December. It had technical difficulties so I got a replacement which arrived about two weeks ago. Since I originally ordered the computer it has dropped in price $200. I have tried to get the money refunded as it has dropped so much but they have refused as they do not have a price protection policy (Dell Canada). I did not understand as many of you here have money refunded. Anyway, I finally got to the point where I wanted to return the replacement to reorder. I was told that I could not return the replacement as it was outside the 30 days of the original order. My understanding is that the 30 days started again with the new computer. At any rate, apparently I had it wrong. Any comments or ideas about what to do now? I don't understand how so many of you, it seems, can get extra stuff out of Dell but I can't; believe me I have phoned and phoned to try to get a "sympathetic" csr. I am actually getting worried as there must be some sort of warning flag on my account by now with all the phone calls I have been making to get more money out of them unsucessfully. Any help would be greatly appreciated!

 

Some high points here:
1) That's under US policy for the 30 day price refund. After 30 days, we're out of luck as well.
2) 30 days does not restart with a replacement, though Dell might be nice enough.
3) Even under US law, Dell does not have to refund (post 30-day) until 4 repairs are needed for the same major problem(s).

Just keep bothering them until you have a functional system. Maybe in the process you'll wear Dell out and get a refund offer.

 

With regards to the price drop, this is something that is a pet peeve of mine, so I will address it again.

Since you purchased the computer, you have the absolute right to get a computer that you are happy with. But the fact that the price dropped while you were waiting for that computer is MEANINGLESS. You do not have the right to "return and reorder" in order to get the price drop. You purchased the system at a certain price and that's that.

For example, let's say that you buy a system and are ABSOLUTELY HAPPY with it. Then, three months later, the price drops drastically. Are you entitled to now suddenly claim that you are dissatisfied and demand that you get the price drop or else you're just going to do a "return and reorder"? What about if the price goes UP while you are waiting for a replacement? Does Dell have the right to say "well, you are ordering a replacement now, so you have to pay extra because it is the same as a 'return and reorder'"? Most people would say "yes" to the first scenario and "no" to the second for no other reason than that they don't care what is right or wrong, only how they personally benefit.

You negotiated a price for a product. Deal with it. You bought it knowing FULL WELL that the price would likely drop in the future. Dell has to satisfy your purchase with a quality piece of equipment and that's all. End of story. They don't owe you any "price protection" or "price matching."

 

Yeah, $200 price drop isn't that big of a deal. If you sold something on ebay, then someone else sold the same thing a week later for $200 less, you'd laugh at the winner of your auction if he came to you asking for $200.

 

Hi, thanks for the replies. I will just say that most companies have some sort of price match policy such as Future Shop's 30 day policy and Dell did not give me money when it dropped within 30 days. And $200 is a lot of money
for me. Thank you, Greg, for your advice and I do intend to keep bothering them, lol!

 

thank you

OP sounds like an entitled brat.

exactly how long is dell supposed to do this? forever? prices for hardware always drop. is dell supposed to give you more money when the price drops again? and then again?

stop being an idiot.

 

That is up to the individual retailer if they offer such a policy.

BECAUSE DELL CANADA DOESN'T PRICE MATCH!!!

It's a lot of money for most people, however that doesn't change the fact that DELL CANADA DOESN'T PRICE MATCH!!! Why can't you understand this?

Just because one store offers a specific policy doesn't mean that EVERY store has to offer the same policy. DELL OWES YOU NOTHING!!

 

Keep in mind that places like futureshop that do have this 30day price matching policy also have a 300% markup on all their goods. I can find anything sold at futureshop for atleast 1/2 the price they're selling at, if not 1.3rd.

So if they offer you 25% back on your initial purchase they're still making a killing.

Another thing to consider is what laptop you have and what you paid for it. The M1330 has less room on price then the M1730, for example.

I just returned my laptop last week because I wasn't happy with the SSD I purchased. I felt that the $900 "upgrade" (I'll use this term very loosely here) wasn't worth it as the SSD was actually slowing my system down.

They couldn't displute it, all they said is they would give me a $750 refund (in dell vouchers) If I didn't return it.

Seeing how I was still losing 150 in the deal I still chose to return it, but then again I was within my 30 day grace period.

I think they would have honored the return had there been an issue that they couldn't resolve on your laptop. But wanting to save 200 is a bad reason.

 

Markups on retail computers are about 10%. There is no markup on computers that are on sale, and loss leaders are well into the negatives.

 

Thanks again, all, for your comments. I was trying to be honest with Dell as other people have reported getting money back, etc., when saying they would return when the price dropped. Regardless of Dell's policies, other stores' polices, my rights or wrongs, etc., the fact remains that others have gotten money back and I did not and I am trying to figure out what I did "wrong". At any rate, it seems I was "wrong" in being honest. I am just very fustrated at Dell when I hear about others' sucess stories. It is just too bad that it seems to come down to individual csrs.

 

I bet 9/10 of those people who got money back, are in the US.

See my point above, and realize that there are THOUSANDS of people out there who "didn't get any money back" so stop thinking you're entitled to special treatment.

See my point above AGAIN as it doesn't seem to be registering.

 

Yazdaz, all kidding aside I understand u'r frustration. U seem to be asking what u did wrong - u did nothing wrong. My take here is that there is a lot of mis-information. I may not be right here but I've not seen any examples where Forum threaders here got refunds for price changes. where did u see that? i'm interested--pls let me know.

Imagine how folks felt w/they saw discounts ($600+)
and gift cards $200 appear,and then disappear before Dell's expiration date of January 31st. Hey, 'what's that about???!!! They, like you, were painfully disappointed (or elated)??

In your conversations w/Dell delete any reference to
price matching, etc. forget it - don't mention it again.

U'r purchase was in mid december and you got your replacement about two weeks ago? u should be still able to return or exchange if there is a problem w/computer.
is there any problem w/your system?
if u feel like answering me here pls do, I'm really curious as to why u'r having this trouble.

 

Thanks, Mt9, I understand your point, lol! Also, thanks to Mt9 and all those who have been supportive/helpful in this thread ; it has helped!

 

Bottom line is the warranty starts when you bought the computer. Replacements does not extend the warranty period. And replacements doesn't guarantee a brand new laptop, if you read your warranty it will state they can replace with a used one.

 

Kanehi, wow that's news to me! I didn't know that Dell could replace a defective computer w/a used one.
I did not - read the warranty word by word but sought out the Dell Level II and III Service people. I never heard this before. I have a replacement 1530 -- don't think it was ever used before -- it works fine and I am completely satisfied. Still surprised by what Kanehi has posted.

 

Kanehi, pls forgive me for being a 'doubting thomas' but can anyone out there corroborate what Kanehi has said above. And to be clear, here is the scenario, you buy a brand new laptop and its defective so you return for a replacement. This makes you eligible for a used laptop?

this doesn't figure to me. (but then again i'm asking for help here.) thanks.

 

Just to add a little more data. What you get is a new or a computer that has been returned after short use, and then inspected and repaired as necessary and is like new. You do not get a scratch 'n dent computer. You also get identical warranty.

 

Sonicwind, so its transparent to the customer. warranty is same and computer s/be fine. if not it goes back at
dell's expense. that makes sense to me.

thanks. Mt9

 

I don't see what the fuss is about.

30 day return starts from the original date of delivery.... each replacement doesn't get a new 30 day return period. If that was the case, people would return the laptop every 30 days and get a new one in return lol.

Prices on computer components change daily and Dell's prices fluctuate almost daily.... maybe not $200 daily but they still change (more if a coupon code comes out).
If you buy something and it changes price wel, it's just a bummer. Thats why you try to get the best deal you can get so your deal won't be short-lived.

Anyways, just enjoy the computer

 

Dude, stop congratulating yourself, your "mistake" clearly wasn't that you're "too honest." If you actually WERE honest, your conversation with Dell would have gone like this:

You: Hi, is this Dell?
Dell Rep: Yes.
You: Hi, I want some money.
Dell Rep: I see.
You: Gimme gimme gimme! I deserve it all!!

That would be honest. You were clearly lying. Which is why nobody is sympathizing with you.

 

Just to clarify a few things and please correct me if I'm wrong.

FutureShop doesn't have a 30 day Price Protection or Guarantee on computers, it's 14 days. Also, if you replace a defective computer with a new one from FS, your 14 days return period/price guarantee starts again from the day of exchange.

This isn't so with Dell and Dell certainly does not advertise price protection or guarantees although some have had good luck with certain CSRs who were able to do things they typically do not do.

Again, as others have said, you did nothing wrong other than assume that Dell's policies are the same as some retailers in Canada.

Not to defend FS or anything, but the typical markup on computers at FS is 5-7%. At times notebooks and desktops are sold at or just below cost to clear inventory/open boxes etc... Geez, I sound like a FS employee. Well I used to work there about 7 years ago.