Dell Outlet Frustration-I am so frustrated and mad

I have been buying from the Dell outlet for a long time and I'm a very good Dell customer. I haven't had 100% perfect experiences from the outlet but the majority have been very good. This latest experience makes me wonder what is going on with Dell.

I ordered a Dell Mini 10v from the outlet for a trip I'm taking on the 25th. It arrived on Tuesday July 14. Immediately I noticed something was wrong. The laptop had a continuous crackling, hissing sound when turned on. It's such an obvious problem that you wonder if it was checked at all before being sold on the outlet.

I called tech support. They said they would send a box so it could be sent back and fixed at the depot. I got the box in two days. On Thursday I came home from work early so FedEx could pick up the package. I called Dell again and stressed to tech support that I really needed the laptop back before the 25th for the trip. It had been purchased specifically for that purpose. I even offered to send overnight to the depot out of my own pocket to ensure a quick turnaround--of course, they wouldn't let me do that.

Long story short--Despite the quick sending of the box for the return, Dell sends laptops back to the depot via slow FedEx ground. According to the FedEx website it won't arrive in Texas until Wednesday. There is no way the laptop can get repaired and sent back before Saturday.

Tonight, a Dell tech called with an update and said the laptop was at the depot getting repaired (a lie as FedEx says it hasn't even been delivered yet). He admitted it wouldn't be sent back until after the 25th.

I have gone round and round with Dell about the need to fix the laptop quickly but they just don't seem to care. Some techs did initially try to get a quick turn around for me but the Dell system appears written in stone. It has to go through their slow return to depot process. There is no consideration of the customer at all.

I am so upset about this whole ordeal. I am thinking I should just cancel the laptop as no one will be home next week to get the package. Frankly, I am so disgusted by the whole affair that I really don't want it anymore. It really was intended for use during my vacation trip.

I am thinking that I should ask for a refund. Dell clearly goofed on this one. No one should receive a defective laptop, even if it is from the outlet.

What would you all do in this situation??

Frustrated.....

 

You're still well within the 21-day return window, so you could send it back for a refund. Of course, you'll need the laptop back in your possession before you can return it! They will likely try to charge you a 15% restocking fee, but make it clear when you contact them for the Return Authorization that it is DEFECTIVE! They should give you a 100% refund (minus shipping).

 

this sounds like a case for the over reaction police.

 

I figured the same thing when I got my Studio 1536 from the outlet as a scratch and dent.

Then I said F**K IT when I got my replacement and it too was defective.

I would go for a store bought notebook even if it costs more just to be able to do a return/replacement/repair on the spot, without the need of UPS/Fe(d up )Ex to ship it to and fro.

I would also go as far as to say that people should think thrice before going to Hell. Oh, whoops, I meant Dell.

 

Sorry if it sounds like over reacting to some, but sheesh, I ordered the laptop specifically for use on a trip (weeks ahead of time) and to have it arrive completely defective, plus having a ridiculous long return process, would upset anyone I think. Much as I like Dell, this wasn't a good consumer experience.

BTW: I tried to change the title of my post so it didn't sound so unhinged but the website wouldn't let me.

 

I think your only real choice is to get a refund and buy a netbook from a retail outlet.