Dell's 30-Day Return Policy

I had heard many good things about Dell computers being so reliable and that their service was the best in the industry. I just had to have one since my old computer was three years old, which placed it back in the dark ages of technology.

I selected a Dell Dimension 4600, and added and deleted upgrades until I had the perfect computer for me while keeping within my budget. I finalized the deal with my credit card and, with a smile on my face, waited for it to be delivered. Not long after, as I got home from work, there it was.

I removed my old computer and set up the new Dell in its place. I fired it up and I was in heaven. It performed flawlessly and was super fast compared to my old computer; after all I had upgraded from 333MHz to 2.4GHz with Windows Professional. I began adding my programs to it a little at a time.

It worked wonderfully for the next eleven weeks and I almost had all my programs loaded when it crashed! It went to a blue screen that said it had suffered a fatal error and was dumping all physical memory. I panicked. Fatal error' Was this the end of my new Dell' The answer was yes, but I didn't know it at the time. The computer would not respond to any commands at this point. All I could do was to shut it off and restart it. It crashed about two more times in as many days. Thinking it may have been caused by one of the programs I had installed, I began deleting them. Each time I deleted a program, I would run the computer in hopes of finding the program causing the crash. It continued to crash and more frequently now. At the end of two weeks, I had removed all of the programs installed by me. It still crashed.

I was now one week past the ninety day period when I made my own fatal error. I called Dell Tech Support. After waiting on hold for twenty minutes, I was connected with a technician. He spoke broken English and was very hard to understand. I spent two hours on the phone running an extended test. He then had me do a mini dump in safe mode and declared the problem was corrected. He was wrong.

Two days later I was back on the phone with a different technician after the required thirty minutes on hold. He put me through more tests and then had me re-install Windows. The computer crashed again while trying to do the install. Six hours later, he told me they were sending me a special set of Windows install discs. After waiting five days for their arrival, I again called Dell. I was then told that the disc set had not yet been mailed. They assured me that they would be mailed within the next five days. Eight days later, the disc set came.

I tried installing Windows but the computer crashed again during the install. I kept trying and finally managed to get a partial install. Fifty percent of the programs did not load. This did me no good, however, as the computer continued to crash. I was back on the phone with Dell the next day. After the required wait while on hold, I was put through more tests, many of which I had already tried previously.

Then they had me try the Windows install once more. The computer crashed during the install. They then informed me that they were sending a service man to install a new hard drive. After a four day wait, the new hard drive was installed by their serviceman. He left as soon as he had it installed. It crashed five minutes later while loading. I was back on the phone that day with Dell support. I was on the phone for two hours running more tests, most of them repeated from the previous calls. They had me try to install Windows yet again, but to no avail. They then had me open the computer box and switch memory modules, which did not help. Then I was told they had to check into the problem further and would call me back. They never called back.

The next day, I called customer service to try and get help. The woman on the phone told me her name and when I asked her to spell it for me, she hung up. I then called back and got a different woman. She said everything had to be done through their technicians and put me through to them. I asked to speak with a supervisor. They refused and asked me to run more tests. They then had me try to install Windows again. Since this takes about sixty minutes, they told me they would call back. Having never been called back as promised before, I had them give me their extension number. He never called back so I called the extension number and was given voice mail.

After waiting another hour, I called customer service again. The customer service representative looked at the trouble I had been having and told me they would exchange the computer or have me send it in for in house repairs. Now we were getting somewhere. First, however, I had to talk to technical services. After being on hold for thirty minutes, I was connected with a technician. He put me through to his supervisor who said they would like to install another hard drive. If this did not work they would replace the computer.

Two days later the serviceman arrived and installed the new hard drive. I asked him if he was going to stay until it loaded. He said he was never told by Dell to do so and had other jobs to go to. The new hard drive crashed five minutes after the serviceman left while attempting to load. I again called tech support. I was again put through multiple tests. He had me try to load Windows yet again. I was told he would call back after windows had time to load and was given his extension. It crashed. I called his extension and was told he was not available. I called the previous supervisor's number and was informed that his voice mail was full. I called tech support again. I was put through yet more tests and another try at installing windows. The computer kept crashing. Finally, I was told they would send me a system exchange. I could see the light at the end of the tunnel.

Thirty days after it had all begun, they shipped me another computer. I was shocked however, to see it was a refurbished computer. I had expected it to be replaced with a new one since mine was less than ninety days old when it started crashing. Upon reading the fine print on the warranty, I found mention that it would be replaced with a new or refurbished computer. That was ok, but upon inspection of the replacement computer, I found it did not have the same video card in it. The video card in my original computer was much better than the one in their refurbished model.

I again called tech support and was told by them that the computer they had shipped me showed that it contained the same video card as was in my original computer. It was not the same and they had me describe the physical appearance of both cards to them and came to the same conclusion. I was told to call customer support. Customer support said they would refund my money for the difference in the cards. I told them I wanted the card that was in the original computer and would be willing to swap them myself. They told me I could not do that because they may not be compatible. Rather than argue, I asked them if that is all I needed to know. They said yes, so I went back to tech support and only asked them if the card was compatible. They said yes it was. I said thank you and hung up and then switched the cards. Problem solved.

In conclusion, I was very disappointed with Dell's Award Winning Service. For one month straight, I was without a computer. I was pushed to the limit with phone calls. I spent hours on the phone and on hold. I was repeatedly asked to perform tests and even to open the computer and move hardware around. I would have been better off to have bought locally. At least I could have returned it for exchange or repairs without all the troubles that Dell put me through. I was a total wreck at the end of the thirty days.

As for Dell's 'Total Satisfaction Return Policy', I was not pleased when they sent me a refurbished computer when mine was only ninety days old. I was also not pleased that it had the wrong video card and I had to swap it with the original card. I have had only two minor problems with the refurbished computer. I will tolerate them rather than call Dell.

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.

On May 19, 2004, I purchased a Dell Dimension 8300. After two weeks, I began having problems with the mouse. The mouse appeared to have a mind of its own and stuttered at times.

I contacted Tech Support, who stated that they have received a lot of complaints about the mouse not functioning properly. It was determined that I had a USB problem. After uninstalling USB components, the mouse appeared to be responding normally. A few days later, the mouse began stuttering. I contacted Tech Support (in Malaysia) and I am asked the most ridiculous question by someone who professed to be knowledgeable about computers. This person asked me if my desk was on an incline. WHAT? Then I was told that my mouse needed to be taken apart and cleaned. I questioned how one cleans an optical mouse? His response. "Oh, it is an optical mouse." It was determined that I needed a new mouse.

After three days I received my so-called NEW MOUSE. I received the twin! That did not work either. I tried other mouse brands and and nothing worked. They all responded the same. I contact Tech Support once again and again and again and again. Nobody could remedy this problem.

A few days later, my anti-virus software corrupts. I call Tech Support and spent 2 hours on the phone in attempts to uninstall and reinstall....no luck. The tech person's response: " I am now your personal tech support person and we have an appt. Monday night at 6:00 to remedy your problem." Well, Monday night came and went and no telephone call from Dell.

The following day I contacted Customer Service. The person that I spoke with told me that I needed a new computer and gave me a reference number. That I needed to contact her the following day and we would make arrangements to return the Dimension 8300. I left numerous messages on her machine which went ignored. I then contacted Customer Service AGAIN and spoke with Paula. Paula stated that I deserved an upgrade for all my frustrations, stated she was placing the order for a 8400 Dimension. I made mention that I wanted the programs that were on the 8300. Paula stated that she made the request and would be contacting me when the computer was shipped.

I received a telephone call on Friday by Paula to tell me that the computer was shipped over night on Thurs. but I was not home to receive the computer on Friday and another attempt would be made on Monday. I left a message on Paula's machine on Friday to tell her I did not approve of the shipping method that they used, when I had insisted on another carrier. There was yet another attempt to deliver on Monday and again, I did not receive the Dell. Sooooo, I take a vacation day to receive the computer on Tuesday. I am currently in receipt of ANOTHER DELL DIMENSION 8300 that does not have the programs that I requested! After the carrier leaves, I take notice that REFURBISHED is stamped on the box.

In a rage, I immediately contact Customer Service and speak with Charlie. Charlie said, "Yes it is a refurbished computer." I stated that I DID NOT PAY FOR A REFURBISHED COMPUTER, I PAID FOR A NEW ONE! Charlie attempted to dismiss my rage, and asked if arrangements could be made to return the LEMON 8300. I then mentioned that I was placing both computers back in the Dell box for I was not interested in either one of them. He said, I will give you a reference number to return the Dimension 8300, but not both. I said that I was NOT accepting a REFURBISHED computer and they would be receiving both computers back. Consequently, Charlie cancelled the pick up, and I am sitting here with two computers in my apartment that I don't have the least bit of interest in.

The following morning I receive a telephone call from Paula stating that she and Charlie are trying very hard to get me the upgrade, and that I shouldn't ship either one of the computers back until they receive an answer from their dispatchers. Paula insisted that their dispatchers were holding up the order. Paula said that if the dispatchers did not agree to an upgrade then arrangements would be made for me to receive a full refund on the Lemon Dimension. I had received several telephone calls from both Paula & Charlie where I noticed on the Caller ID that this call was coming from Utah. I questioned where they were calling from, thinking that Dell is located in TX...and I am told ARGENTINA!

Two days have passed, and I still have NOT heard from Dell. Now I am stuck with TWO computers. I rarely access the Internet since the AntiVirus program corrupted and Dell tells me that Symantec needs to remedy the problem. This is insane! I lost a day's work, forced to take a vacation day to receive this computer, and I was virtually lied to by Dell. They convinced me that I would be receiving an upgraded computer. I have an apartment in NY and I don't appreciate tripping over boxes.

At this point, I am NOT interested in owning any Dell product. Someone PLEASE help me get these TWO DELL COMPUTERS OUT OF MY APARTMENT! I was lead to believe that the computer that I would be receiving to replace the Dell Dimension 8300 would be NEW, not REFURBISHED! If a refurbished computer is what I wanted, a refurbished computer is what I would have bought! How many more dissatisfied Dell customers need to post their complaints before a class action suit is filed?

I purchased a laptop computer for my daughter, the inspiron 1000, plus converter for the Internet. I received the wrong computer and was charged for it plus the original one I had ordered. It took 10 days to get a credit, which in turn caused an overdraft in my account. Afterwards, I contacted Dell 15 times to get the overdraft charges refunded. I was told to fax my bank statement, so I did so on 4 separate occasions. Called again talked to someone else again, who told me they couldn't find one of the faxes I had sent. I asked to speak with a manager and was told there wasn't one there. I was offered 150 dollars and I told them I wanted the 360 dollars I was owed. She said I would have to fax my bank statement once again. I replied I believe 4 times should be enough. This still has not been resolved. I contacted the BBB and I'm waiting for a response. Meanwhile, I'm out 360 dollars!

I purchased a Dell DJ Jukebox on 7/1, order # xxxxxxxxx, and was promised 2nd day delivery. It did not happen. Called Dell on 7/8 to complain, was promised a credit for shipping charge. Did not happen. Software would not install on Dell computer, called Dell 6 to 8 times, but was not able to get help. Unit hard drive failed on 7/16, tried to contact Dell, finally promised a replacement unit on 7/23, second day delivery. Received on 3rd day. Did not receive instructions for returning defective unit as promised, resulting in more call(s) to Dell. 7/29, hard drive on replacement unit failed. Called Dell and received a confirming email with UPS pick up instructions. UPS was never contacted as promised in return email instructions. I contacted Dell on 8/3 and was promised UPS pick up on 8/4. Has not happened. Contacted Dell on 8/4 requesting my credit card be credited for the defective unit and was told DHL would pick up on 8/5.

Then, I was told by Dell that it would take 10 to 15 days to get credit after receipt verified by Dell. Dell charged my credit card the day the unit was shipped to me. They have failed to pick up the return as promised and now will not issue me credit. Dell says there is nothing that can be done to issue credit until that have received the defective units. Since Dell controls the shipment, ownership transfers when they authorize shipment, but they will not issue credit. Not fair! Not ethical! Not legal! Was charged $288.16 and now I'm unable to secure a refund in a timely manner.

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 understand that a small phone call was all that was needed. Couldn't someone 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.