*sigh* Restocking fee for purchase from Outlet is non-negotiable!

I purchased a Studio 15 from the Outlet site.

The screen was listed as "15.6 inch High Definition (720p) LED Display with TrueLife". No other details were given. My current laptop wasn't advertised as 720p/1080p, so I thought it had to be better, since my current computer is 2.5 years old.

Boy, was I wrong. The laptop actually has 1366x768 as the resolution. A Dell Customer Care rep and his supervisor both told me that the restocking fee is non-negotiable, unless the laptop is damaged. The laptop just arrived today via FedEX, and has not even been opened yet.

I explained to them, had the Outlet site listed 1366x768 as the resolution, I would not have bought the computer.

Long story short, looks like I am out $92 because I wouldn't take their offer of $50 returned to my credit card to keep the current system. They just aren't getting it.

I am partly to blame for not knowing that 1366x768 was the resolution for 720p I'm a CS major and am the "go-to" person for the family with computer stuff. Sad that they weren't willing to work with me. My entire family buys from Dell, but that didn't seem to matter.

Lesson learned I guess!

 

I'd definitely open it up and make sure it's pristine before sending it back. That does suck tho; good warning for others.

 

if they are offering you $50 to keep it- tell then to upgrade the screen to 1080p, and keep it/

cr

 

I asked if they would upgrade the screen and was told no because it was an Outlet system.

Good advice about opening it. No reason not to, since I have to pay the restocking fee anyway.

 

Your fault for not knowing what 720p was. Next time research before you spend that much money.

I don't see what the problem is though... 720p is lower than 768, so how do you expect it to be better.

 

Chango99, People read High Def Screen in the description which sounds better. Just means its 16x9 - High def term should not be used for any screens less then F 1080P which is High Def. Marketing Ploy

 

I bought a Studio XPS 16 and they agreed to waive the restocking fee since I purchased another system from them. I guess it pays to be persistent!

 

"High Def" also means it's capable of displaying at least 720p content at native (or scaled up) resolution. 720p is still "High Definition".

 

Dell Small Business is typically more lenient when it comes to returns and restocking fees.

This has been a policy by Dell for quite some time as far as I can remember. Although back in the mid to late 90's they had a no questions asked returns except you the buyer had to pay shipping back to Dell. In this economy I can't blame Dell and as a small business owner I can understand.

As an example I recently purchased a Vostro V13 with a Celeron ULV from the Outlet store. I knew it was underpowered and I wish I had got one with the SU7300 ULV. The laptop is pretty much flawless and if I had decided to send it back I would have understood if they asked me to pay a restocking fee or return shipping.

Where it becomes different is if you receive the laptop and there is something wrong cosmetically or it has service issues right off the bat. At that point i'm on the phone getting an RMA and i'd requesting free shipping back to them and no restocking fee.

To the OP, that was a decent offer by Dell and i'd take the $50 back on my credit card.

 

This. HD is a minimum of 720p.

If the laptop had been a higher resolution, instead of saying "HD 720p", it might have said "HD 1080p". Admittedly, Dell should have listed the resolution, but to me, that's a sticking point; if I didn't know it, I would have opened a Dell-sales online chat, and asked for more information.

I agree with Rodknee --I'd just take the $50 back.

 

Take the $50
Go find the part number for the higher resolution screen
Order it
Install it
Sell the old screen

 

Well hopefully that's my out when I call to return my outlet 1555 today.... the DVD drive sometimes works and the eject button never does. Normally I would send it to have it fixed and be done with it but I've had to fight with several of the drivers on a fresh Win 7 install. I've been building my own desktops since '98 and never had this much of a problem updating BIOS or installing drivers/software.

I will say that I've owned many Dell laptops and never had a problem with any of them. I just happened to get a bad apple this time.

EDIT: had to pay a return fee of $38.16 but they send me a prepaid UPS shipping label so I'm happy. They only offered me $25 to keep it.

 

I used the unresolved issue form linked in another thread and someone from corporate called me and then emailed me back and said they will take care of it.

Once I send the laptop back, she said she will credit the entire cost back to my card and profusely apologized for the way I was treated.

I have another laptop, a more expensive one, enroute. Thanks Dell!