Dell Returns - TOTAL SATISFACTION COMMITMENT GUARANTEE

Im writing this thread to assist all who are new to Dell or don't know their policy relating to new computers.

There are many people who aren't sure and many, I hate to say this, that are misinformed. Its Dell's doing and by the time I am done you will understand. They overlap warranties.

If you buy a new computer though, though only one you want to understand in the first 30 days (in Canada/US) is Dell's Total Satisfaction Commitment.

I will quote it below but it goes like this, regardless of what you here or read...

You get a new system
You try it for 30 days and dont like it
You call Dell and ask for the Total Satisfaction return Department
They will issue you a RMA number.
They will send you mailing labels via email.
They will sent the appropriate courier to your door for pickup.
You send back the computer.
They will credit you or refund your money 100%

There is NO restocking fee in this program.
There is no mailing charges regardless of what it says.
It only pertains to new systems.
Its in effect for Canada and US only.
It has been for years and their has been no change.

Here it is right off Dell's site. Its also on the white warranty paper that comes with your system:
"Total Satisfaction" Return Policy (U.S. and Canada Only)
If you are an end-user customer who bought new products directly from a Dell company, you may return them to Dell within 30 days of the date of invoice for a refund or credit of the product purchase price. If you are an end-user customer who bought reconditioned or refurbished products from a Dell company, you may return them to Dell within 14 days of the date of invoice for a refund or credit of the product purchase price. In either case, the refund or credit will not include any shipping and handling charges shown on your invoice. If you are an organization that bought the products under a written agreement with Dell, the agreement may contain different terms for the return of products than specified by this policy.

To return products, you must call Dell Customer Service to receive a Credit Return Authorization Number. Refer to "Getting Help" in your Installation and Troubleshooting Guide to find the appropriate telephone number for obtaining customer assistance. To expedite the processing of your refund or credit, Dell expects you to return the products to Dell in their original packaging within five days of the date that Dell issues the Credit Return Authorization Number. You must also prepay shipping charges and insure the shipment or accept the risk of loss or damage during shipment. You may return software for refund or credit only if the sealed package containing the diskette(s) or CD(s) is unopened. Returned products must be in as-new condition, and all of the manuals, diskette(s), CD(s), power cables, and other items included with a product must be returned with it. For customers who want to return, for refund or credit only, either applications software or an operating system that has been installed by Dell, the whole system must be returned, along with any media and documentation that may have been included in the original shipment.

This "Total Satisfaction" Return Policy does not apply to DellWare products, which may be returned under DellWare's then-current return policy. In addition, reconditioned parts purchased through Dell Spare Parts Sales in Canada are non-returnable.

I have used this personally and it works like a charm.

Moderators...Please make this a sticky in the Dell column as I have assisted at least 30 times this week alone.

NOTE TO READERS:
If you appreciate the effort put into a thread, post or response here at NBR, you can show appreciation by way of private messaging, thread post or by clicking the scales lower left of a post and leaving comment. This is the only form of acknowledgement the author has to know that they are succeeding in helping others. This feedback enables him/her to understand the sites needs in determining what to write next.

 

What do you make of this clause then, which was bolded and caps locked by Dell, right in their terms?

http://www1.ca.dell.com/content/topics/segtopic.aspx/policy?c=ca&l=en&s=gen&~section=018

And even though you claim that they will send you a shipping label and pay for shipping back to them, why does your quote passage state?

 

Glad you asked that Chuck!!!!

The quote isn't part of the Total Satisfaction Commitment which takes precedence over all. This is how they overlap warranties.....how many are confused.

(Actually, I need to correct myself a bit Chuck because your writeup does say that. I can't answer why except to relate to what Ive been told and my personal experience, along with the policy Ive printed which is on everyones warranty as received with their invoice. I wonder if that pertains to business purchases as the content of that page does appear to surround business matters. )

Secondly, I learned, on my return that they send you the labels by email and then send the courier.

If anyone has any doubt, just contact dell and asked to be referred to the appropriate people that Deal with Total Satisfaction Returns.

 

Worthwhile information... thank you.

 

Great writeup. Thanks flamenko +1 for making it all clear for us!

 

Wait, you're talking about a Total Satisfaction Commitment and I'm pulling the Total Satisfaction Return Policy. Are you saying they're different things? In your quote, it references the Return Policy.

As for the return label, I'm not saying you're incorrect; however I think the actual return policy carries more clout than what was possibly a special case for you. I'd make certain what you're writing is the absolute truth as it would appear what you're saying is incorrect according to the policy set out by Dell. We wouldn't want anyone get into a dilemma because of it.

 

Great write up... +1 for the info!

I guess you could call corporate...still waiting on that number from HCW. For some reason, he is not responding. You know what I mean, don't you flamenko

 

I asked him for it too... want to stop bothering with the "peon" CSR's... still no number

 

something tells me that the troll does not know of a number.

 

Don't worry about the fine print. Just call corporate!

 

Actually in my quote...it is the policy. I don't know how to answer what you question except to suggest anyone interested just contact the department.

The policy you receive with your invoice is that which I bolded above and not that which you paste...so...I would think it prevails, especially since it says it does.

It even says...you may return them to Dell within 30 days of the date of invoice for a refund or credit of the product purchase price.

It says nothing about what you are asking.

I know of about 3 dozen people that have done this through my advice, all of which thanked me afterwords. Also, this discussion is clearly supportive of the policy I have pasted in Dell forums.

 

Chuck...Your write up is there as is the one I quoted...

The only difference is the one I quoted is the one that comes with your invoice. I would rely on that. If any Dell Rep suddenly mentioned the 15%, Ide certainly show this policy...

Not here to confuse anyone; the policy I have quoted comes with your system and has been used time and time again...with no fees/shipping associated.

 

Alright, the last system I ordered from Dell was, oh... 4 or 5 years ago, so I honestly can't say I'm much of an authority on their return policy. I can only cite the one that's present on their website - if the invoiced policy is different and overrides it, so much the better. I wonder why there's a discrepancy in the first place between the site and the invoice.

Restocking fees are just plain annoying.

 

The only two instances i know of restocking are companies. This is why so often companies sell their extra systems on ebay.

 

flamenko, your write-up was of tremendous help.
+1 for you

 

Thank you very much...

 

Flamenko, still no link to Dell site quoting that policy? I think I already told you, I have NOT received the invoice, only a packing slip, and there was not Total Satisfaction flyer anywhere in the 1330 packaging. The invoice, in my experience, comes from Dell separately in regular mail, in a regular envelope. I still think what you are referring to is Canada-only, and US maybe treated differently - maybe even on state-by-state case. No offense, ok? I'm just trying to establish the basis for MY case to demand a 30-day total satisfaction in case if I need it. Your quotes are good and dandy but I can't refer a customer service rep to a post in NBR, don't you think? And, like I said several times before, I don't have any printed documents from Dell with that text, only standard 21days with 15% restocking fee. If you would only post that link, it would of immense help to me and everyone else, I'm sure.

 

Simple Solution...

Do what I did...

Call Dell Support on a weekday and ask to get put through to Dell Total Satisfaction Warranty Department because you are considering a return under that policy...

Explain that you found the below at the Dell website.

Report back with your end result after discussion....

http://support.dell.com/support/edo...isfaction_return_policy_(u.s._and_canada_only)

 

Good. However, why is that policy under monitors support section, I wonder

 

I just spent 10 minutes on the phoe with my son telling him to dig out my invoice and the paper with it. (Im on vac in Virginia beach/hes in the falls)

I asked him to confirm what was in the envelope; I received it jus before the shipment in the mail. It contains the invoice and warranty paper.

He read the Total Satisfaction Commitment to me..it reads the same as I have posted in the beginning.

This system is only 8 months old. I cannot answer as to why I received this and others have never heard of it. I can only say others have confirmed it still exists to me and thanked me as they utilized the program, in both US and Canada.

 

Google is your friend


Dell Return Policy (U.S. Only) - Home & Home Office - Total Satisfaction Policy
30 days after receiving, if bought in the US



Dell Return Policy (CA Only) - Home & Home Office - Total Satisfaction Policy
30 days after receiving, if bought in Canada



DELL EPP purchases backed by Total Satisfaction Policy

Suggest you print above documents for your reference, in case Dell change its terms.

Several return US links refer to a 21-day return period, including Return Policy current documents; DELL may have shortened to a 21 day period and site might have conflicting information.

Other countries should refer to their local Dell sites for own rules.

flamenko, thanks for making it simple to all of us, without all the legal blurb

Cheers

 

As I said previously, if the statement that ships with the invoice says otherwise, this may not hold, but the Total Satisfaction Return Policy on the Dell Canada website does state that there could be a 15% restocking.

http://www1.ca.dell.com/content/topics/segtopic.aspx/policy?c=ca&l=en&s=gen&~section=018

Flamenko has said that the invoiced policy overrides the one from the website.

 

Myself, the same way as Corporations, believe in using documents in one`s favour.

If the statement that ships with invoice has better terms, by all means use those.

Otherwise I believe one ought to be allowed to abide by known and most favourable rules and if there`s a conflict within Corporate rules, use the ones that benefit the case at hands. I chose to use documents from Home & Home Office & EPP.

It would not be reasonable for a Corporation to offer a warranty, such as the links above, to afterwards claim those are in fact void as inside the package, and only made aware to consumer after package has been opened, warranties have in fact been limited.

If packaged warranties have been enhanced, great - Otherwise I`d make my case based on known, legitimate documents, made publicly available by Dell and based on which I made my decision.

 

Hi... I recently bought Dell Vostro 1400... but when I received it I didnt like the body of it. Actually now I want to buy HP dv2500t... Can you anyone tell me how much I have to pay as restocking for it as I want to return it... Also can I get it exchanged for Dell Inspiron 1420 for free...? Waiting for your reply...

 

thanks for the links but do you really have to act like a jerk?

 

Well, yeah, if there's any policy included with the invoice. I have not received mine yet, I guess I might get it separately in mail. The system only includes a packing slip, that's all.

 

no comments

 

Vostros have specifically claimed as 30 day return guarantee and no re-stocking fee. So if you're in your 30 day period, it has a no-questions asked return policy.

 

true, vostros are advertised to have 30 day total satisfaction policy, the question that's buggin me, does that policy extend to include other lines? Also, vostro being small-business exclusive, does that policy apply to others?

 

I would not trust a total satisfaction guarantee from a company that makes you work for a refund.

 

So...pertaining to Canadian XPS systems only, I spoke to a Rep today. She stated to me that the write-up, as it stands now includes the 15% re-stock/postal caveat which is considered on an individual basis.

I asked her about the write-up that I had to which she replied that that specific write-up is good to have because if you quote it to a Dell XPS Rep it wont be denied.

I continued to ask when Dell would utilize the new caveat (15%/postal) and she stated that this would occur only in extreme circumstances where certain things occur such as systems not being returned in 'as new' condition'.

So I finally asked how they would treat a person who just doesnt like the system to which she stated that Dell would do everything they could to make the customer a satisfied and happy customer, but in the end, would not deny the return at 100% refund.

In closing, specific to postal, she stated that Dell will always send you shipping labels and dispatch a courier under this program. That is the way its done.

I know this doesn't address US concerns but this is the way it is in Canada.

In reflecting back to my original post here though, the writeup that I included is a 'nice to have' and wont be denied.

 

Bumped since its coming up again!!!

 

If the 15% restocking fee is considered on an "individual" basis, then it may exist for some people. So, apparently, there is no guarantee that the 15% will not exist?

 

Yes, thats what I said. I went on to say the only person that I know about that got that was someone who denied delivery at the door.

lol...I was confused at first; that was an old thread to respond to.

 

In Australia, the Total Satisfaction Guarantee period is 15 days from the date of invoice:

http://www1.ap.dell.com/content/topics/topic.aspx/ap/policy/en/au/tsp?c=au&l=en&s=gen

Have a look!

 

Flamenko since you seem to be the expert at the dell total satifaction and have had very good success at receiving good quality XPS m1330 systems, I am on the 3rd system that was replaced, the 1st one was very poorly built, the next one had the left side that lifted and the sd slot didn't work, the 3rd one that I have right now is a better build quality but the lcd is not as bright as the 1st 2, the mouse is very irratic (I did a fresh install and updated all the drivers), the system runs very hot the cpu seems to run at 100% quite often even when the system is loading, there is the dreaded cpu whine (I didn't have that in the 1st 2) and sometimes the cpu fan rattles sometimes, will Dell replace the system again for these problems?

 

Absolutely, just call. If it is outside the 30 days you will have to press the point that you should have a new system with no defects as you paid for.

Be diplomatic and state that you must be the unluckiest Dell guy on the planet. Oh and...once thats done, ask what they can do to keep you a happy Dell client as you should be.

 

thanks I am going to phone them again I will let you know what happens. Also that would be the unluckiest dell girl.

 

Ya???? Hmmmmm. Ooooops sorry.

Ma'am

 

that's okay most of the people on here are guys no offence taken

Anyway I called dell customer service she took all the information but refused to give me a replacement until I talked with XPS tech support, I never had this issue before and told her so but she wouldn't budge as she said I was past my 30 days I told her that I was within my 30 days with the exchange she said no it is from the day of the invoice on the 1st one, so she transfer me to tech support I start to give the tech all the problems with the notebook he said that he has to transfer me to XPS tech support (which is what she was supposed to do) but at least he took all my information and then transferred me I was only with the XPS tech support for about 5 mins and he ordered a replacement for a new one as there are multilple issues with the one I have, I asked him about the 30 day exchange and he said I am within my 30 days and he was requesting the replacement. I asked him if there was anything that he could do for all the problems I have had he said unfortuantly no. So now I wait again.

 

Wait so you got the replacement...which is good. It doesnt matter what he said. This issue regarding the 30 days I have addressed several times. It is as of the original invoice date and, if you want a new system outside that 30 day period, it has to be approved which it sounds like yours was.

Congratulations.


PS This actually doesnt fall within te Total satisfaction Warranty, but rather, an internal policy regarding customer satisfaction.

 

Yes it is good that I am getting a replacement but I would still think that you should have the 30 days from the time you receive the replacement not from the original date that I got the 1st one, it is not my fault that Dell has sent me all the defectives lol. Oh well here's hoping that I receive a good notebook this time.

Thanks again for your help

 

I know but policy... if they stretch that then we can prob say the warranty should start over as well.

 

yeah I know they have policies in place for a reason, all I want is a good working computer. Do they have the option of sending a refurbished unit even though I haven't received a good working unit. I know that their policy for a refund is only 30 days but I thought that the replacment policy was until I had a good working unit.

 

Yes they have that option. In fact6, its automatic after the initial 30 days. I was told that, in order to get a new system after the 30 days, approval must be gained to go into DOMS and make sure a new system is ordered vice the refurb just being spit out.

 

well then I guess I was lucky that the tech support guy ordered a new replacement for me, I didn't want to have a refurbished

 

My experience was. When I was having so many problems with my inspiron that was only 6 months old, after speaking with a customer care manager and almost getting into an argument with him, I threatened to just sell my pc and buy an HP, he said he would let me return it for a full refund. They would even pay to ship it back to them.
What he did tell me was, normally they have a 21 day return policy, with a 15% restocking fee, but because of my situation, he was willing to waive all that.
That's all I can say. So I think it's 21 days.

 

I called tech support about my problem and he was very nice! He diagnosed the problem.. and realized there wasn't much he could do. So he gave me the option of either sending back to them to fix, asking a tech to come and fix it, or request a replacement system. Naturallly I asked for a replacement... and I asked him if i was eligible to get it replaced since i thought i was over the 30days.. he told me the 30 days begins on the day I got my computer shipped... AND... he said he can add a 3-5 days to it b/c not everyone receives their computers at the exact same time. Needless to say, he gave me a case number and transfered me to customer service to issue the replacement. customer service said they'll contact me within 24-48 hrs and give me a new order number. Is this how it works?

 

Thats what we like to here...how did u get the shameless behaviour by the way???lol

 

Hey Flamenko.. i have a question....
I have a 1420... and I just asked for a replacement.. everything is going well so far and DELL just called me to give me the order number for the new replacement. Since I purchased my system about 1 month ago, by the time the replacement comes, I will be over the 30 day guarantee. My question is, what if the replacement has problems (be it bad parts, wrong specs, etc).... can I still call in and ask to REPLACE the replacement? ... or would it be too late by this time since i'm over the 30 day guarantee from my ORIGNAL purchase?
Also, how long do i get to TEST out the replacement? Will they send UPS to pick it up automatically or do i need to CALL in AGAIN to tell them to come.?

THANKS so much.. your threads are really helpful.