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FYI - Returning Laptops for Refunds

post #1 of 9
4/7/05 at 12:35pm
Thread Starter 
For anyone that might want to return their laptops to Dell...

Call Dell last night wanting to return my 9300 because of sparkles… After 3 hrs of talking to 3 different departments, they persuaded me into having a replacement sent out to me instead…

A couple of things I’ve picked up when I was on the 3 hr call, most of which was on hold and I thought some of you might like to know is that:
1. Dell only pays for Shipping back if you’ve logged 3 or more calls to Tech Support…
2. After receiving a replacement laptop and you’re still not satisfied with the laptop and most likely it will be passed the 21 days refund period, you can still get a full refund if you have enough call logged with Tech Support…

So wish me luck on my replacement… Oh, another thing that was interesting was that when I was talking to the Refund Dept, she stated that she have not done many refunds at all for 9300s… she sees a lot of refunds for the 6000s for bad screens and a red flag was raised for it, but not with 9300s… My guess is people are trying to get replacement screens or total laptop replacements first before getting refunds…
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post #2 of 9
4/7/05 at 12:48pm
Quote:
Originally Posted by KLap
A couple of things I’ve picked up when I was on the 3 hr call, most of which was on hold and I thought some of you might like to know is that:
1. Dell only pays for Shipping back if you’ve logged 3 or more calls to Tech Support…
2. After receiving a replacement laptop and you’re still not satisfied with the laptop and most likely it will be passed the 21 days refund period, you can still get a full refund if you have enough call logged with Tech Support…
1) I am returning (on DELL's dime) my i9300 without any phone calls to technical support. I basically did some back and forth emails with customer care. So I don't think that is a hard and fast rule. I highly recommend the email route - no holding, no transfers, no having to make the same explaination of your problem to multiple people, no trying to understand people with heavy accents, etc.



2) I would not count on DELL being very cooperative after the 21 day return period has ended. I suspect they do allow returns under the right circumstances - but I would rather play it safe and always return within the 21 day window - this way there is no question.

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post #3 of 9
4/7/05 at 12:49pm
Quote:
Originally Posted by KLap
For anyone that might want to return their laptops to Dell...
1. Dell only pays for Shipping back if you’ve logged 3 or more calls to Tech Support…
Not really true .. Dell paid for the return shipping on a laptop I sent back without me having any support calls logged. I called them and told them I was unsatisfied and thats all it took for me. But I did order mine thru the small business site.
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post #4 of 9
4/7/05 at 12:53pm
Still good to know, KLap. I hope you get one you like.
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post #5 of 9
4/7/05 at 1:19pm
Thread Starter 
@ anettis - You have a good point, I'm sure they'll give me hell if I decide to return my replacement and it's after the 21 day period... I guess it's a risk I'm willing to take, it is a pretty sweet laptop... just hope they get the screen right this time...

@ Planet-Ed - You're right too, from reading these forums, I guess it'll all depends on who you talk to at Dell, some ppl like yourself gets lucky... I read some where that ppl are get Cash Back or even free stuff sent to them, but I'm sure there are tons of ppl out there that are not as lucky... oh i ordered mine thur Home & Home Office so that could be it too, just never know with Dell...
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post #6 of 9
4/7/05 at 1:51pm
i went to dell chat and told them i was not "satisfied" with the quality of my laptop and instantly they said they would take care of "return shipping charges" as a courtesy. I did this 2 times in the past 3 weeks....

no hassle returns on DELL CHAT..
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post #7 of 9
4/7/05 at 1:56pm
I totally think that Dell should pay for the return shipping; however, has anyone thought about it this way? Is spending hours on the phone trying to get Dell to pick up shipping worth more than the 10 bux that it will take you to send it back to Austin via UPS ground?
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post #8 of 9
4/7/05 at 3:04pm
They paid for mine and all I did was email them saying I wanted an RMA.
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post #9 of 9
4/7/05 at 3:12pm
Quote:
Originally Posted by joseyu
I totally think that Dell should pay for the return shipping; however, has anyone thought about it this way? Is spending hours on the phone trying to get Dell to pick up shipping worth more than the 10 bux that it will take you to send it back to Austin via UPS ground?
There is a little bit more to it that that. First you have to bring the packed notebook to a UPS store. And many times there is more than one box - for example my order got pushed out into 3 orders - one for the notebook, one for the free printer, and one for the USB dock. So now one would have 3 separate shipments. And don't forget you probably want insurance on these items as the default coverage is only $100. So between the time, effort, and money - - you bet I want DELL to pay for it and have UPS come direclty to my house to get it. Especially when it can all be arranged through quick email or chat with DELL.
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