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Dell Gets a Failing Grade in School | 40 comments (40 topical) | Post A Comment
Dell's 30 day return policy[ Parent | Reply to This ] (none / 0) (#19)
by Stu on Tue Oct 10, 2006 at 08:01:32 PM PDT

I had a very bad experience with this policy. They flat refused to follow the policy - giving me one lame excise after another - even though the policy was clearly stated on their web site - and still is.
I wish I could bill them for the time and aggravation I went through before they finally gave me what I was entitled to.
I only got satisfaction when I was able to reach an American Customer Care person, who actually cared.
The problem is that they insulate themselves from actual meaningful contact with their customers. This is evident at every level, from phone menues that don't cover your questions, to foreign script readers who have no leeway to use their minds to solve problems. It's very difficult to find someone to have a productive problem solving conversation with.
I'm having an issue with so called "customer care" right now, that has been dragging on for almost two weeks.
By the way, I've been dealing with Dell since 1987 - when it was still called PCs Limited.

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This policy worked for us...[ Parent | Reply to This ] (none / 0) (#26)
by Anonymous User on Fri Oct 13, 2006 at 05:56:26 AM PDT

Just a counterpoint (not disagreeing with the original poster), but we ordered two Precision workstations, and then found afterwards they did not come in tower configuration, but full desktop only (we were not told this at time of order). We sent them back successfully under the 30-day satisfaction guarrantee, and purchased the next model up. I can't say whether the original poster's experience or mine is more common, only that it can work out either way.

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Returning a system under the 30 day policy[ Parent | Reply to This ] (none / 0) (#35)
by Anonymous User on Wed Nov 01, 2006 at 08:09:16 AM PDT

If you need to return a system under the 21 or 30 day policy they may try and give you some trouble, but I've noticed if there is some sort of defect they'll just give you an RA # right away, and then you won't be charged with the restocking fee. You could just unplug the ATX power cord to the motherboard or something and say the system won't start anymore and you want to return it.

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Dell Gets a Failing Grade in School | 40 comments (40 topical) | Post A Comment
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