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Seriously? Dell sends wrong laptop then wants a 15% restocking fee???

post #1 of 12
12/4/08 at 4:46pm
Thread Starter 
We bought a Dell Studio 1525 with the "Sea Sky" pattern off of the Dell outlet. We did not get a 1525 w/ the Sea Sky pattern.... it came with some sort of Red Swirl pattern. Now, I call Dell... they tell me that it is the pattern that we ordered... what? I am not blind, I can read. Dell CONFIRMED we ordered the Sea Sky pattern and sent us something else.

Yes, I am pissed about the pattern on the laptop, not because of the pattern on the laptop, but because they sent us the wrong product and WILL NOT send us the correct product. If we bought one that had 3 gigs of RAM and they sent us one that only had 2, would they pull this same BS?

Anyone have any advice on how to get the correct laptop?

Very pissed...
Douglas
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post #2 of 12
12/4/08 at 6:03pm
What does it say on your purchase confirmation? If it says "Sea Sky" then dispute it with your credit card company. That will get Dell's attention.

Otherwise, if you added to the cart and checked out without checking it over, it's on you. The order form sometimes changes things midstream, so always check the cart for confirmation before ordering.
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post #3 of 12
12/4/08 at 7:12pm
Thread Starter 
It was the Dell outlet, however, the Purchase Confirmation says Sea Sky on it.
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post #4 of 12
12/4/08 at 7:16pm
Well, to ask for a restocking fee is wrong, call back and escalate the call. They will not replace it due to being an outlet item, but they should at least give you a full refund.

You can't live with the other color? I know you should have gotten what you ordered, but really it can't be that bad can it?
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post #5 of 12
12/4/08 at 7:22pm
Thread Starter 
Actually, originally we where just going to take whatever $$ they offered instead, however the fact that they wanted a 15% restocking fee send me over the edge. So no, the color isn't that bad, however as a company them not taking responsibility for it is just pissing me off.
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post #6 of 12
12/4/08 at 7:34pm
This sounds like something that can easily be fixed by a simple phone call.
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post #7 of 12
12/4/08 at 9:22pm
Thread Starter 
Quote:
Originally Posted by Steve@NBF View Post
This sounds like something that can easily be fixed by a simple phone call.
To who? I called them, they gave me 2 options.... 50 bucks or I can return it w/ a 15% restocking fee...
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post #8 of 12
12/5/08 at 12:30am
escalate it or file a bbb complaint
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post #9 of 12
12/6/08 at 11:12am
Quote:
Originally Posted by Amorget View Post
To who? I called them, they gave me 2 options.... 50 bucks or I can return it w/ a 15% restocking fee...
$50 cash or dell bucks? Either way, not bad if you can live with the color you got.
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post #10 of 12
12/12/08 at 2:34pm
Quote:
Originally Posted by Amorget View Post
Actually, originally we where just going to take whatever $$ they offered instead, however the fact that they wanted a 15% restocking fee send me over the edge. So no, the color isn't that bad, however as a company them not taking responsibility for it is just pissing me off.

Hello,

I regret the troubles that your having and I apologize for taking so long to find your post.

Yes, I can take care of this for you. I will find you a solution! Please private message me your computers service tag. Tell me where the computer is now, did you send it back already or do you still have it.

Thanks,

Richard B
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post #11 of 12
12/19/08 at 1:49am
Quote:
Originally Posted by Dell-Richard_B View Post
Hello,

I regret the troubles that your having and I apologize for taking so long to find your post.

Yes, I can take care of this for you. I will find you a solution! Please private message me your computers service tag. Tell me where the computer is now, did you send it back already or do you still have it.

Thanks,

Richard B
Amorget, looks like Richard can take care of it for you. Get his contact info and keep in touch with him in the future. People like this are worth getting into a good relationship with because it'll pay dividends over many years. My original Dell rep for back in the mid-90's is still doing business with me. Even things that are not necessarily Dell's fault get handled quickly and easily.
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post #12 of 12
12/31/08 at 12:20pm
basically if on the invoice/receipt it says what you want, but you didn't receive `the` item you see on your invoice/receipt, then you can always dispute the transaction with your credit card company, but honestly, dell is nice about these things, and will help you, sad they treated you this way

next time you call try to insist to speak with an AMERICAN supervisor if you can. but hey you can always dispute the transaction with your cc company so you safe.
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