Re: My Own Dell Hell

new1boat — Sat, 23 Feb 2008 11:02:16 -0000

Dell Hell with returning a an unopened part.

1. Ordered CD Rom replacement for Dell Inspiron 5100 after 9pm on 28 Jan because Dell Tech told me I needed it. Received the part on 31 Jan.

2. Over the next 2 weeks, and another $100, local computer technician resolved that I did not need the part, the current part was fine.

3.I finally opened the Dell box on 18 Feb, to find how to best return the unused, unopened part. It said return through DHL, using the return label. There was no return label. Had to travel for work, returned 22 Feb, called customer service.

4. After a 20 minute wait I was told that my part should have been returned within 14 days. Customer service manager told me 30 days. No one else there to provide help. Was told to talk to Dell Escalation services. On 23 Feb, Mr. Deepek Singh from Dell Escalation said it was 21 days to return something per the web site. I was told that there are no exceptions to this policy. I was informed that if a part is not returned within 21 days they will not credit it back to my account. I used paypal. Deepek Singh told me that I could send a letter to Round Rock, TX to protest or appeal (he wasn't sure what a letter would do but he said I could send it anyway) but that he was in India and he could not overturn any Dell return policies. I am not sure what his function is except to tell people that there are no exceptions.

5. I asked for a phone number to Round Rock Texas and he said they don't know any phone numbers.

6. Three different Dell customer service people told me 3 different "return-by" dates. They start the clock by the day the order is placed, not when it is received by the customer.

7. I am out $130 and much aggravation for a C/DVD RW that I don't need and never used because I missed their return policy date by 4 days.

8. They are kidding, right? Someone from Dell will actually call me to resolve this, right?

By the way, I run the computer purchases for my company.

Any advice?

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Re: My Own Dell Hell