Warning EPP and Dell refund

Warning if you use a Employee purchase program you could get caught up in a DELL refund problem!!!
I had a bunch of problems getting Dell to refund my money for a laptop I returned.
I purchased a $1700+ Dell Studio 17 laptop using my company’s Employee Purchase Program on 1/13/2009 using my debit card.
I was very unhappy with its sound (totally unacceptable) and when after multiple attempts to remedy the situation failed I decided to return the laptop for a refund. Which I did on 2/6/2009.

When I was notified that the unit had arrived at Dell I called to find out when I could expect my refund and was notified that they would “credit my account quickly". I told them that was a problem because the account that I ordered it on (my debit card) had to be canceled because it was suspected that it was compromised so the account they would try and credit no longer existed. I was told “no problem” we will issue you a check and it should be delivered in 5-7 working days.

Well 5-7 came and went and no check had arrived. I called back and was told “we have that setup to credit to your account”. I again reiterated that that would not work and asked to speak with someone in supervision which is when I was put into contact with a person that could help me….

Well after awhile I was told that “there is a problem” it seems that they could not issue a check to me because I had ordered the Dell using my EPP. He told me to send him an email requesting that the check be issued to me and that the problem would be expedited and a check issued which I did on 2/23/2009. (I never did understand that because the debit card that dell charged was my debit card. They didn’t need my permission to get my money why did they need my permission to give me back my money?) After that all I got was “soon”… Well I finally received my check (took one month). I dont think I would have gotten it then if I did not make daily calls demanding resolution. I finally got my money and my replacement laptop is on order.

"Dude....... It AINT A DELL"

 

What is the replacement laptop ?

I dont think the problem was EPP, it was your debit card being cancelled.

 

Just an FYI, I had something similar come up last year with receiving a credit after a card had been compromised. My bank (Wachovia) was able to freeze the card and not allow any withdrawals, but credits would process normally.

 

Agreed. I'll go one step further, and say that the problem was nothing to do with Dell (refunds with pretty much any credit transaction can take up to 30 days), but with the fact that the OP cancelled their card, whatever the reason may have been, that fact lies unchanged...

There is no basis for complaint here at all...other than you should follow up on changes like that before the estimated time...call to see if the check has gone out the next day...shouldn't have to, but you do...

Just the way it is, and I have run into this with other companies, as well. I hate when people come Dell bashing over things that are not specific to Dell...