DELL Total Satisfaction Return Policy

I would like some suggestions of how to go about this
I've order a Alienware MX17 r2 and return it within the 30 days return policy. First it's very heavy my wife can hardly lift it up never mind carry it around then I don’t really play games that much It had only one video card with the 920 processor the only think I liked it was the screen 17’ LED RGB So after reading some info regarding the Studio XPS 16-47 I returned the Mx17 and order the 1647 with RGB LED (not received as yet) the MX17 r2 cost me $3500.00 mean time I got refunded only $ 3150.00
Dell took 10% from me $ 350.00 I’m pretty P_OFF that it is a lot of money I’m not a rich man I’ve returned another laptop before within the 30 days and Dell give me a full refund. When I called customer care and complain I was told that the finance department would look into and it would take 3 business days before I should call back.
I’ll be calling on Monday or Tuesday and if Dell it’s not going to refund me the rest of my money I don’t know what I should do next if tell them to stop the order of my new Studio or what Even if I do that I’m out of $ 350.00 with no computer. I live in Canada and this is the dell site that I've read
http://www1.ca.dell.com/content/top...policy?c=ca&cs=cadhs1&l=en&s=gen&~section=018
Any input it would be appreciated. Thank you

 

I'm sorry, you ordered one of the largest, heaviest laptops around -- one designed for playing games even though you don't need it to -- and then were surprised when it was large and heavy?

The size and weight are right there on the product page.

You may have a shot at a full refund refund just because you ordered something else instead, but in this case I wouldn't blame them if they didn't - you got exactly what you ordered. It'd be one thing if it was broken or didn't work.

 

Also the Dell return policy states up to 15% return fee.

Restocking Fees: Unless the product is defective or the return is a direct result of a Dell error, Dell may charge a restocking fee of up to 15% of the purchase price paid, plus any applicable sales tax.

http://www.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=018

 

^^OP is in Canada he needs the Canadian version.

Dell Canada Return Policies & Processes

Cin...

 

You guys have no sympathy at all. Yes the weight is listed and specs and everything before you purchase, But honestly, until you get it home and see/feel it for yourself its hard to know for sure if it will work for you or not. Good luck on getting your money back. Dells policy is what it is but many people have gotten the 10/15% restocking fee waived.

 

QFT.

I'm all in favor if generous return policies and 'seeing if it works for you' (one of the reasons I ended up buying from HP this time around even though I love Dell) but not knowing or not processing that the enormous laptop you ordered is actually enormous ... that's just not paying attention, and there's no reason Dell should be made to pay for that error.

 

I think if OP fights it a bit, he has a good chance of getting it back. (And, please don't put me into your "no sympathy" category"). Kthx.

OP...Wait...til the 3 Business days is up..if you contact back and you hear that you are not going to get the monies back, then go this route: (Be sure that you have a Case Number issued, when you call back in the 3 days).

*Outstanding Issues Form:
Dell Canada Customer Service Online

Cin...

 

I started typing my post before yours was listed if that makes you feel any better..

 

Thank you Cin for posting that Web site

 

It's cool..no worries.....I need my Saturday coffee IV Fluids strong!!

NP..Good luck to you! Just wait out the 3 days as they suggested, keep things documented..and go from there. Be sure to get a Case Number when you followup with them so you can use that link (if needed)!

Cin...

 

For Dell US, you can only get a full refund (minus shipping) is if you have a business class laptop.

"30-day Money Back Guarantee: no restocking or return shipping fees"

http://www.dell.com/business/laptops?~ck=mn

Thats not saying you can't get that waved for a home user (cause I did), you just have to fight for it and explain your situation (which you did). So just wait it out and most likely you will be fine.

 

I wasn't charged a 15% restocking fee.. I had no fight at all.

I ordered a Studio 17, and it was crashing when I played some online games.. but I mainly returned it because I thought the screen sucked! My 3 yr old XPS M1710 looked way better...

I told them I wanted to order another XPS system, and did not want to be charged 15% - they were fine with that as long as I ordered a replacement.

 

I've called this morning talking to customer care and I was told that I should have my 10% refund it in five to six business day!! very happy customer
and my new studio it;s been shipped I should get it this week

 

Glad to hear things are working out for you! And, that your lappy has shipped! Enjoy it when you receive it!


Cin...