Complain about a product or service

Dell Computers

Dell's 30-Day Return Policy

Consumer frequently find that Dell moves slowly in responding to problems during the first 30 days they have their machine. Then, after the 30 days runs out, Dell won't let them return the unit for a full refund. Is this a coincidence? John doesn't think so and neither do those below.

Dennis of Fair Lawn, NJ (08/09/04):
I bought a Dell PC in January 04, and returned it within 30 days for a full refund, as according to their policy. It took 60+ days to credit me with the purchase price, and when the credit arrived, it didn't include the taxes. Meanwhile interest and late payment fees accumulated in spite of numerous calls and assurances from Dell not to worry. Dell's customer service department blamed financial services, who blamed the tax department, and I was expected to track all of this down myself. I couldn't reach the tax department on the phone. I got messages that they couldn't come to the phone because they were in a meeting.

Finally in May the fees and interest were credited. But Dell had reported me 60 days past due to the credit agencies. When I asked them to correct this they said that I had to do it. I expect to apply for a mortgage in a month or two, and my otherwise spotless credit history is now damaged.

Brian of Pleasanton CA writes (2/2/02):
I am now stuck with a laptop that I cannot use because Dell has completely ignored my requests until I was outside my thirty day window. They continue to do so, even when I am a small business owner who has over 20 Dell computers!

Based on these events I will also be contacting the Better Business Bereau and starting action against Dell to recover my losses. Original Invoice Date - 12/3/01 12/29 I faithfully contacted Dell once I determined that I had the wrong model Laptop. I used the online form in order to track my request and primarily because I was led to believe by the web site that this was an online automated process for returns. I immediately received a response stating that they have received my request.

After waiting over a week for an email telling me where to return the product I received a response telling me that my request could not be processed because I was outside my thirty-day window...unbelievable. So at this point I am upset, so I email back informing them that my request was submitted on 12/29 how can I be outside the thirty day window? I am informed that whenever Dell gets around to "processing" your order is the date determining the thirty-day window.

So now here I am stuck with a laptop I can't use. I write back stating that I am extremely upset, and that I have been deceived, ignored, and taken advantage of. Diana writes me back informing me that she has opened an issue in order to resolve my request, this is on January 14th mind you. To date I have not had one response.

This is not a company I want to trust with tens of thousands of my money. I can understanbd that a small phone call was all that was needed. Couldn't somone at Dell put a little note in the automated email response stating that if you need immediate assistance please call. No, the phone number wasn't even in the email, they are just looking for any excuse to deny a return even when it is an exchange for another Dell product.

Worst of all I USED TO BE the biggest proponent of Dell always saying how good they were etc.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.