Unsolved
3 Posts
1
1581
June 4th, 2021 16:00
Computer Damaged in Shipping Return or Exchange
Recently ordered a computer from Outlet. When it arrived, the box was essentially crushed. If it wasn't so expensive, I would almost take a chance but that's not how I want an expensive computer to arrive. So, I'm trying to return and exchange. I keep getting emails saying they're working on it. I told them I would exchange for another outlet option with different specs and pay even more if I had to. I just need the computer I am going to keep. Just canned emails saying we're working on it. Not sure what that means. If they were working on it they would be talking to me about what options they have in the outlet and facilitate the exchange. I'm not asking for a discount, I just want to get the computer and start working.
cmonman
3 Posts
0
June 4th, 2021 17:00
Yes, both FedEx and I took photos before I accepted delivery. So there should be documentation. I'll take a look at the link you sent. Thanks!
crimsom
9 Technologist
•
6.1K Posts
0
June 4th, 2021 17:00
Hi @cmonman welcome to this user to user discussion forum. This is not Dell Support.
Please open your online Dell Account, and open the Dell Order Invoice to see that you have 30 days in which to instigate Reject, and get new replacement or full refund from Dell [Policy Here].
You should not have accepted delivery when crushed parcel arrived. Hopefully you have photographic evidence of crushed parcel and delivery invoice includes the words "not inspected" before delivery accepted.
Thereafter you are stuck with Dell's basic first year warranty, and option to pay more for Premium Plus, etc.
Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you.
crimsom
9 Technologist
•
6.1K Posts
0
June 4th, 2021 18:00
Hi @cmonman thank you for sharing update.
If you encounter problems, click on @DELL-Cares and send Private Message requesting assistance.
cmonman
3 Posts
1
June 10th, 2021 12:00
The customer service is aweful for company that does business online. Couldn't get a straight answer from Customer Care about an exchange. No one mentioned a Return Authorizaton so I figured that out on my own and asked Customer Care to give me a RMA number. I have returned the computer so I can start process all over. They said it takes 10-15 working days for return to post to my Dell Financial credit account. I purchased from the Outlet due to fact I needed a computer quickly since my current computer went down. Dell is good about selling and sending but when there is a problem and something beyond the buyer's control occurs (in this case FedEx's handling of the shipment), the procedure they have in place takes two weeks. That doesn't help when you need a computer.