Initiating a return

It's now almost been 3 weeks since I've had my M14X, and a sales rep told me I had 21 days to return.

I'm not unhappy with the system, but I am with their tech support. My webcam/mic have been defective since day one, day two I called and had a service call scheduled. Two weeks later, the tech never came, and when I contacted him, he told me that Dell told him to close the ticket. I was not notified at all. I call tech support up again, and the guy supposedly schedules a new service call and told me he'd send me an email confirmation, never got it.

Adding insult to injury, my Sata 3 SSD drive kept crashing last night (Crucial's fault, not Dell's ) and wouldn't let me boot into Windows. I'll try the A03 firmware update to see if it does anything.

I'm this close to returning the system, and wondered if anybody had any tips for returning a laptop to Dell since I've never done this before.

If I do return the system, I'll either order a new one (and get the 1.5gb vid card this time ;P) or wait until R2.

If anybody else is interested, the phone number for order support is 1-800-624-9897.

 

I'll share with you my experiences when returning my m15x, but if you don't want the long story, just read the short version.

Short version:
Basically they will send you an email with the UPS label, which you print out and tape it to the box. You then put everything (laptop, discs, power brick) similar to the way it was shipped to you, and drop it off at a local UPS. Once they receive it, their accounting department will refund you the amount within two weeks.

Long version:
When I told the sales lady I wanted to return the laptop, she first said it will cost $200 dollars for a bunch of silly reasons. Eventually she amped it up to 250 dollars, then 300, then 350 when I remained persistent about the return. I even pointed out how she raised the fee 4 times and she replied without a shred of embarrassment "oh, I was just giving you estimates".

Eventually after offering me coupons up to $350 dollars if I keep the laptop, telling me the m14x is heavier than the m15x and all sorts of silly things, she told me within 24 hours a UPS label will be sent to my email. It took 3 days for that label to be sent to my inbox, during which I called them every day asking why the label wasn't sent. Finally, one sales representative told me the return would be completely free of any expenses on my side, and I would get a full return, and also the email would arrive in my inbox in a day (the 3rd day).

So yeah, I printed it out, taped it on the box, put everything in the box, and dropped it off at a UPS. The full amount was refunded within two weeks.

 

Thanks for the info. If you don't mind, could you say why you returned and how long did you have the M15X when you initially called?

 

The m15x was too big to carry. It was a great laptop and gaming on it was amazing, though it was intended for university, and there was no way I could bring it to class everyday. My initial plan was to buy the m14x, but I couldn't wait anymore. I got the laptop on the 21st, returned it on the 13th as soon as I saw the m14x on the Alienware website.

 

Awesome, thanks!

 

Good luck in returning this laptop.

 

expect 2 weeks for a phone call back, even if they say they will call you tomorrow... been 2+ weeks now for me, i keep calling them and they say they will me call me back tomorrow ( they have said that 14 days in a row now )

 

Dispute to your credit card company. That is what I been told by consumer direct/trading standards

 

Wow that is ridiculous. I agree with c1ro, call Dell one more time and tell them that the next call will be to your credit card company.

I'm on the phone with Dell now, been waiting 25 minutes, still haven't talked to anybody. Just this cheesy jazz music

Edit: 30 minutes...still nothing.

 

Actually there is no harm to call your credit card company right now. Writing evidence will make your life easier, so calling Dell is not really the best idea.

You can withdraw the dispute anytime if Dell can make things right. I am sure Dell will call you as soon as they hear something from the bank, and you can choose to let them listen to your worst music library for 25 mins to revenge

 

LOLOLOL!!!!!!!!!

 

Apparently since I purchased with my EPP discount, I have to do the return through them, and their department is closed for today. Better luck tomorrow

 

Yea probably things are slightly different in UK and US.

Here in Britain first you need to contact the manufacturer. I have the evidence Dell ignored my multiple emails for over 10 days. Hence I printed the emails together with a signed dispute form sent to credit card company.

Any transactions over £100 are fully covered by visa or mastercard. There are 2 legal contracts here, I owe bank money - bank paid Dell. If it doesnt work, it is my legal right to fight for the money back, otherwise the law assumed I accepted the condition of the product.

Best of luck, please let us know if there is any news tomorrow

 

Good to know. If I'm blown off tomorrow I will escalate with my bank. Thanks!

 

This is just crazy... And it's funny that people says Dell it's awesome with their after sale support and kickass warranty...
I'm waiting for a call from them today, it seems they scheduled the collection of my defective m14x tomorrow.
I'll keep you guys updated.

 

@takeabyte - I hope you get your refund.

What are you getting next?

 

I returned my m11x new from the EPP site with no issues with a full refund. 20 minutes and I had my UPS shipping label in hand. I guess its just hit or miss. I did tell them I was upgrading to a m15x.

 

Thanks.

I'm torn on either trying to get the Xbox promo'd M14X and just waiting until an R2, getting a netbook in the meantime.

Those BIOS update issues were kind of surprising and I don't know if I wanna go through that. But then again, the Xbox offering is 'while supplies last', so I just don't know! I know I'd love an xbox though...lol

With an R2 I'd be able to customize it w/ the WirelessHD and upgraded WiFi. Then again I could just get the Vizio kit..grrrr, it's so hard! Lol

 

They're still giving me the run around, apparently it's 21 days after Dell ships the computer not after I receive it. My stance is that since it was Dell's fault for making me wait two weeks for a service call that never came, I'm entitled to my refund. Getting ridiculous. Waiting for the Alienware tech to get back in touch with me.

 

I finally got connected to someone.... Then promptly got disconnected....
And I just now had to recall them.... !!!!!

Argh!

You really have to set aside a good amount of time just to do a return with Dell.... It's pretty ridiculous....

Why not set up an online return systm like newegg?

 

Okay!
Got my return processed and got my shipping label in my email.

They wanted to charge me a 15% restocking fee, initially...

It took a little bit of reasoning to get them to do it.

I basically just pointed out the fact that the laptop doesn't perform anywhere near as advertised with the ac adapter unplugged. And pointed out and quoted their advertising about the laptop being a great mobile experience and the fact that there is no disclaimer regarding the huge drop in performance without the laptop being plugged into a wall outlet.

The rep told me she understood and she was on my side... She had to talk to her supervisor a couple times to get them to let her authorize a full refund..

As a tip, if you're returning yours, don't act angry or mad... Be patient and just talk and reason with the rep. Remember they don't have any power themselves... Be friendly to them, but try and get them to understand where your coming from. In the case of the m14x... I feel until Dell puts some type of disclaimer regarding the battery issue in their advertising... We have every right to get a full refund on the laptop... So be patient and don't give up. If fail at reasoning with the rep... Wait about an hour or two and call back later and try someone else.

Hopefully when q different supervisor is on duty.

 

Were you still within the 21 days? That's what my issue is right now, and I did get mad at quite a few of the guys. I talked directly with the supervisor, and he wouldn't budge.

I've filed the dispute with my bank, and the tech support agent that DID say I was entitled to a refund said he will talk with his manager again to see what they can do for me. This is the email I got from him:

"I am going to talk with my manager in order to see how can we help you, but if I place the cancelation for the system it would take more than a month because of the issue and the situation of it, but don’t worried I will let you know as soon as I get all the information with my manager, if you had any question you have my email address just let me know and I will be more than glad to contact you."

Finally, someone with a heart at Dell Now we'll see who is faster, Chase or the rep?

 

I was well within the 21 days...
I've had mine about 10 days.

It sounds like yu already have it covered though.... But I doubt they will budge until things get settled with the chain of command... But, IMO, you are definitely entitled to your refund.

For me... I payed using credit.... So it's not like I'm really missing out on money until they give me the refund.... I just don't have to worry about paying Dell back for the laptop =P.

 

Today "someone" is supposed to come and collect my defective unit (is really defective, is not the gaming on battery problem).

I'm in Ireland, and I haven't received any label, they just told me "don't worry someone will come on friday and collect your machine", without leaving me a reference number or anything at all.

Thay were supposed to call me yesterday to confirm the collection today but they didn't.

I had to call them and when I asked a confirmation about the collection, they had no idea what I was talking about, even after I gave them my service number where everything should be logged, they said they couldn't see any return initialized, and they were about to transfer me to the tech support (that's basically what they try to do all the time).

After I've started to go crazy, they put me on wait.

After 30 seconds of waiting, the rep told me that YES, "someone" is coming tomorrow to collect my defective machine.

Is this a joke? I am really worried.

We'll see if "someone" will show up and collect my machine today.

 

Seems kind of shady to me. Try to see if you can get a rep that's not been outsoruced.

 

Just heard back from Chase Bank. They've issued me a temporary credit for the amount of the laptop while they do their research/communicate with Dell.

In the meantime I got two of the student bundles w/ Xbox 360s

 

You wanna sell me an Xbox for $50?

 

Lol, sorry, they're already spoken for ;P