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Is is true that there is a 15% Restocking Fee even on Broken Merchandise?

post #1 of 13
12/4/03 at 10:14pm
Thread Starter 
Is is true that there is a 15% Restocking Fee even on Broken Merchandise, such as a laptop?

Listen to this clip by a customer canceling her laptop order after she recieved it broken and then the customer service representative telling her she has to pay them back 15% of what she had payed for the custom laptop? Is this their real policy? If so, WTF is up with that?


*EDIT*
Look What I Found!

30-day Money Back Guarantee

In addition to the standard warranty, Alienware offers a 30-day money back guarantee on every system. If you are not satisfied with your system, you may return it within 30 days for a refund. The refund will only be issued for the amount of the sale and will not include shipping costs. All systems and parts will be subject to a 15% restocking fee. To return merchandise, you must obtain an RMA number. Please call the Alienware customer service department and provide the invoice number, item description, and serial number(s) of the merchandise you wish to return. Returned merchandise must be placed in original packaging, and include product manuals and other accessories. All sales on software items are final.



DID THE PEOPLE WHO PURCHASED THEIR ALIENWARE KNOW THIS? AND IF SO WHY DID THEY STILL PERSIST ON BUYING AN ALIENWARE?
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post #2 of 13
12/4/03 at 10:45pm
Because they want to. There is only a 15% restocking fee if you are returning it. I don't have to pay the restocking fee because I'm sending it back in exchange for a desktop.
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post #3 of 13
12/4/03 at 10:48pm
Thread Starter 
Hey Mechanic, why are you changing it back from a laptop to a desktop? Why such a change of heart all of a sudden?
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post #4 of 13
12/4/03 at 10:51pm
Mostly it's More Power. I like my laptop but I want the desktop. When I was ordering they knew I wanted to return it but after ordering they didn't mention anything about it and they already credited my moms account for it.
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post #5 of 13
12/4/03 at 10:54pm
I smell a lawsuit.
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post #6 of 13
12/4/03 at 10:56pm
There probably going to send me an email tomorrow explaining how to return the laptop.
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post #7 of 13
12/5/03 at 5:29pm
Thread Starter 
damn! the last thing i need to know if they have a zero dead pixel policy! can someone tell me please! TIA!
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post #8 of 13
12/5/03 at 5:52pm
Quote:
Originally Posted by SkyeHack
damn! the last thing i need to know if they have a zero dead pixel policy! can someone tell me please! TIA!
They told me on the phone that if the there is a bad pixel they will repair it under warranty. Of course this was all said on the phone and not in writing.
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post #9 of 13
12/5/03 at 6:17pm
Quote:
Originally Posted by SkyeHack
damn! the last thing i need to know if they have a zero dead pixel policy! can someone tell me please! TIA!
Yes...they have a ZERO dead pix policy. <--In writing

-Craig
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post #10 of 13
12/5/03 at 10:40pm
Quote:
Originally Posted by JeffL
I smell a lawsuit.
Well no more lawsuit anymore. They made me print out some stuff to put on the box to send it back and FedEx is coming to pick it up on Monday. Once AW recieves the laptop they will start production on my desktop which is in Phase 2.
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post #11 of 13
12/7/03 at 4:47am
!
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post #12 of 13
12/7/03 at 5:53am
[quote=SkyeHack]Is is true that there is a 15% Restocking Fee even on Broken Merchandise, such as a laptop?

I understand why they charge a fee.

So many people think that if they recieve a product, and it doesn't function 100% perfectly they should get thier money back. If we're talking about a blender bought at K-mart then yes you should. However, a big ticket item like a high-end laptop is in a different leauge.

A savvy consumer will at least let the vendor do it's best to solve the problem(i.e. fix your laptop, or desktop), before demanding money back.

Alienware will pay to have the computer shipped back to them, and fix the problem.

Do you realize how many non computer literate individuals buy Alienware PC's?
Thier first thought when it doesn't work is: "I'm returning this piece of crap".
When in fact they have no idea how the thing works in the first place.

I'm not all hopped up on Alienware, in fact I'm sending my Area 51 laptop back to them because of a dead pixle. The key here is I wasn't jumping up and down screaming for my money back the first time I had a problem.

--Remington
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post #13 of 13
12/7/03 at 1:06pm
Well put Rem...these are not Dell's. And we are not Dell Dudes

-Craig
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