So this is why people told me to avoid Dell...

Last month I placed an order for a laptop through Dell. Complications (cause by Dell) caused me to cancel the order, but I had already received the spare battery I ordered.
When I mentioned the battery that has already been shipped to me, the rep told me that I would be contacted later on instructions for returning the product.
Now, this was my first experience purchasing something like this so I assumed that was common procedure.

A few weeks pass so yesterday I decided to give them a call to see whats up.
After being on the phone for well over an hour and transferred too many times to count, I am told by a manager that, because the previous rep did not notate anything to the account and the item was shipped over 21 days ago, there is nothing I can do for returning the item and that I will have to pay for it.

I, of course, protested and explained my experience with the rep a few weeks back and was told that because he did not notate to the account anything about the battery that there is nothing at all they will do for me.

Admittedly, I got a bit angry and let loose a few harsh words, but what was to be expected?
I have to keep and pay for a laptop battery that I can't even use? Because of Dell's incompetent customer service reps?

So, that is my situation.
I have always wondered why people say to avoid dell at all cost.. because I never had any problems with my desktop PC.
But, now I see ~ they are alright until you have to experience their "customer service".


I have opened a complaint through the BBB, but do you guys think it is them or me that is in the wrong here?
Has anyone else run into similar problems with Dell?

 

What payment method did you use?

 

I financed through Dell

 

You waited a few weeks? I dunno, sounds like both parties are at fault.

 

I usually stay very busy.. =(
I had totally forgotten about the battery until I noticed it under my bed.

So yes, I don't mind accepting a bit a fault because of my poor memory ~ but I dont believe that compares to what I've been through so far. =/

 

did you order the battery WITH the system(in the config, you 'upgraded' to an extra 9 cell), or did you order a battery separae from the system but with in the same order

if it's the former, Dell should be obligated to give a refund

if it's the latter, Dell should be taking the initiative to give you a refund

try what this guy did: EECB Dell higher ups
http://consumerist.com/5122023/eecb-saves-reader-from-dell-hell

 

I ordered the battery as an upgraded spare when customizing the laptop.
Thanks for the link I'll be sure to check it out once I get home from work

 

Try sending an email to- [email protected]

I got a brand new warranty replacement for my original laptop (defective) using that address! Maybe you'll have similar luck.

 

Thanks a lot for the help guys

 

I don't mean to be harsh, but although Dell did make a mistake by not noting down some information, I believe that could have been fixed if you had remember to call them within a week or two. But seriously, 3 weeks? Every company makes simple mistakes like that. You should've took the responsibility to call them up and ask for the instructions. Don't make Dell look bad because they won't honor a return after 21 days, thats their rules.

I had a similar thing happen to me with HP. I contacted HP CS about a faulty laptop I had. They said they'll send me a box with instructions on how to return my laptop for repair. My Warranty was about to expire aswell, and about a week went by and still no box, I contacted CS again and they told me the technician forgot to have a box shipped. If I would have waited 3 weeks I'm sure my Warranty would have expired and I wouldn't have gotten a box.

 

Well the problem is that the battery was put on its own order number and shipped a week before I canceled the laptop..
so its 21 day return time had started before I even considered canceling my order

 

Welcome to Hell.

Population several million and decreasing since 2004!

Yea, I know how you feel, my 1536 messed up and on the 21 day, called em up for a refund and they refused , it is stupid that you are supposed to know if you like/hate the system before you even get it.

 

This sucks to hear, the person helping you should have easily seen the original laptop order and noticed it was canceled after not being shipped out for a while. They should have taken it back, who would want a battery for a laptop they don't have? I almost feel like common sense is lacking so much when I contact support.