Return Experiences with Dell

After adding up all of my discontent with my $1300+ (total - USD) purchase of my i9300, I figured I'd take advantage of the 21-day Dell return policy.

I used chat to discuss my return with a rather helpful Dell online-chat representative. I was annoyed, slightly, by they level of 'spam' messages the chat software they use automatically sends you while you wait for a reply from the rep. Things like "How am I doing? Rate my level of service, 1 = bad , 9 = best" or "Happy Holidays and a Prosperous New Year"... it got old.

After about 20 minutes with online-chat (about 5-8 messages sent back and forth between myself and the representative), I was notified that I needed to call the Customer Support line.

Hold time was a little excessive. This call took place Thursday, Dec. 29th, 2005 at 10:30am EST (GMT -5). Staff should have been at full ability and call volumes must have been high. I was on hold for 20 minutes.

Speaking with the rep, he was unable to answer all of my questions that I thought would be common. When I made a comment about 'wow, I figured that'd be a commonly asked question", he replied "uh, no sir, never heard that one before". Oh well. I received a CONFIRMATION NUMBER. This number is the number to DELL's CORPORATE account with UPS. You have to repackage the unit (preferably as it came) and write the confirmation number on the outside of the box. Then take the package to your local UPS STORE (USA anyway) and then give the UPS STORE rep the confirmation number. They look up the shipping information and charge ya. My costs for return from Melbourne, FL to Austin, TX was just over $13.

Just letting all of you know what the process is for returning a Dell.

1. Call the Customer Support line, don't waste your time with online chat

2. You'll receive a Confirmation Number. They'll also email it to you.

3. Write it on the outside of the box.

4. (For USA residents) Find your local UPS STORE --- Do NOT attempt to take it to Staples or your UPS main office. I tried those and well.. snake eyes baby! It HAS TO go to the UPS STORE. (little stores next to your local Dominoes Pizza and usually some 2nd rate grocery store)

5. Plan on paying for return shipping.

6. Wait 7 to 10 days for the credit on your account / credit card once contents are verified.

7. Breathe a sigh of relief.

Hope this helps clarify for those who were wondering. I'm sure with the holiday buying season that just passed us, someone's lookin' to return a Dell.

Peace.

 

Do you have to pay the 15% restocking fee since you already opened the box?

 

thanks ninefoot...that answered some of my questions, and I'm sure our dell users will apprecaite it.

sorry for being OT, but are you getting another dell?

 

Negative on restock fees. (so I'm told)

There's a 21 day guarantee. I'm guessing it's a satisfaction guarantee I guess. We'll see when the my return is credited to my account.

I'm hoping they hurry. I'm posting my next purchase (when credit arrives to my dell acct) in another thread that will answer SG's question

OT?

 

Why are you taking back your 9300? Was there something wrong with it or was it a error on Dell's side? The reason I am asking is because I am thinking about returning my 9300 as well. I'm still within the 21 day period. I checked Dell's website and it states that I will be charged a 15% restocking fee unless there is something wrong with the system when I got it or Dell made a mistake with my order. Which for a $1600.00 system would end up being around $240.00! Also, did they actually tell you that your not going to be charged a restocking fee or they just never mentioned it? Thanks!

 

After 3 online-chat conversations regarding my problems with my unit, it was recommended by all 3 to either return or allow them to send me a replacement. I did inquire about return fees, costs or restocking fees.

One rep told me they would cover the shipping and I wasn't ready to make a decision at that time. I was also told to call the customer support line when I am ready. That guy disagreed when I mentioned that fact. Therefore, I paid for shipping. $13 is not a large loss when the alternative is to be stuck with a $1350 machine that I was unhappy with.

My reasons for return involved light leakage being excessive in the LCD (bottom corners were real bad, sometimes so bad the clock in the task bar was blurred), the upgraded 2915 wireles card held connection about as good as an AM radio station when you pass under a bridge, the amount of heat from the go 6800 was crazy, the touchpad sucked a.. (expletive deleted), the keyboard made me scared that I would pop off a key eventually. I type 70 wpm so my fingers get to moving pretty quick sometimes. Guess playing lead guitar makes me get hyper hands sometimes.

I'm aware that if I order another 9300 that I'll still get the same heat issues with the go6800 and the touchpad will still suck. But if I upgrade the display to the wUXGA and go with the stock wireless card, then upgrade that mini-pci card myself with one that I've researched well enough, that will solve my problem.

Based on my complaints, my return was based on faulty or unacceptable equipment. I do plan to re-order from them, given that my return is fully credited and done so in fair time. If they try to charge me any sort of return fees or take too long to credit my dell.com account, I'll have to find Mr. Dell's home address and get me some toilet paper, spray paint and shaving cream. haha.

I'll go buy another brand and spend some of my free time flaming dell.

I'm 'THAT GUY' (as alot of us are on here) who people call or talk to when they need advice on a computer purchase or repair issue. In 3 years, I've racked up close to $100k in sales on my account at Newegg just building for myself and family/friends. I'll hurt em back in a way they won't know about.

Ya know, don't get mad, get even. The American way haha.

Find a flaw and highlight it, if you really want to return it.

 

First Visit, couldn't help but chime in on my experiences yesterday:


I was online (chat) and on the phone for 7 hours yesteday trying to get an authorized return on two 9300 less than 21 days old..

The first two chat session ended with the familiar (chat session ended). The next chat sent me to hardware warranty, who sent me back to cust support chat because the units were less than 21 days old. Finally decided to call, same thing, referral after referral.

My secretary and I made the decision to call using 2 phones till we got an American voice on the line. After calling and hanging up 23 times, An American voice!!

Explained the problem, and 10 min later I had the tracking numbers and the Ref no. for pickup..DHL will be here Tuesday to p/u the computers. I am not sure why they made you pay for return shipping...

I still love the Dell's and I plan on getting an XPS as soon as they receive these systems.

Their customer support is beginning to remind me of the old Packard Bell


The first computer would not allow me to plug anything into the USB ports w/o giving me the bsod and automatically reboots. The second unit just would not turn on. excahnged ac adapter and battery from first unit and nothing. I believe the second unit was a refurb, but dell states that it was new and offered to exchange it for another unit.

 

Yeah, I'm unsure as to why I had to pay for return shipping when it was Dell's fault for giving me a sub-par unit. However, I'm not going to get my panties in a bunch over $13. I've stuffed more into that bell ringer's pot in front of wal-mart just to make him stop ringing that (expletive deleted) bell for 2 seconds.

If I order another unit and get one that's not to my liking, I'll return it and close my acct with dell. I'm aware this isn't a carton of eggs and I'll never get that carton of eggs that has each egg perfectly shaped without flaws in the shells. I do, however, expect a decent unit for $1500.

I'm on an HP zv6000 now. It's a Sempron 3000 with 512mb shared memory (128 goes to vieo), 15.4 Brightview screen and 40 gig drive with broadcom wireless. It's a perfect machine for surfin' the web or playin around. Gaming, however, sucks. LOL. This unit can be had for around $800. I would expect better quality out of a $1500 unit. This one has ZERO light leakage, the keyboard is nice and big, the touchpad is huge in comparison to the i9300, the wireless card never drops connection and stays at 54mbps.

The Dell should surpass my level of contentness that I have in this HP at half the price of the Dell.

 

I guess it all depends on the college intern that get on the phone line.

I have my trusted dell 5150 that I use. I was trying to get a faster processor but actually i did not notice a difference in speed with the 9300. Albeit, the 9300 just had the base 1.73 in it. I notice now that the base 9300's are shipping with the 1.86 processor. The 5150 has an p4 3.06 in it.

 

My returned 9300 had teh 1.73 and was base priced at $999. That was 2 weeks ago. Now, the base price is $1149 and the base cpu is 1.86. Guess they FORCE you into that $150 upgrade whether you want it or not.