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Dell Refund Issue

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7/30/2018: Requested Dell via chat to return my White/Gold XPS 9370 because of missing Fingerprint sensor. 

7/31/2018: Dell Approved the Return and I received UPS Return Label from Dell.

8/1/2018: Dropped off package at UPS. Drop Off Receipt shows package weight as 4.4 lbs. 

8/8/2018: UPS tracking shows Package delivered to Dell, Lebanon, TN.

8/14/2018, 8/20/2018, 8/23/2018 - Multiple emails sent to Dell requesting for refund update. No response.

8/24/2018: Called Dell. Rep told me they received empty box and that they won't be able to process refund. No explanation given on why I was not contacted on 8/8/2018 when UPS package was delivered. Dell refused to send proof that empty box was received. 

8/24/2018: Called up UPS and had to start claim with UPS about Damage to Package, since Dell refused to offer any help.

8/27/2018: Called UPS and they claimed to be working with Dell, but waiting for Dell to send them information regarding the investigation. Also, UPS refused to provide me any further information since the Shipper was Dell and not me.

8/28/2018: Called Dell to escalate issue and to respond to UPS. Also emailed Dell proof of UPS Package Drop off Receipt that shows the package weight to be 4.4 lbs when dropped off at UPS.

8/30/2018: Called Dell 3 times and on third attempt,  I was told Logistics / Receiving team approved the refund and I should receive it in 6-8 Business days.

9/5/2018 and 9/7/2018: Sent email to Dell request for status update. 

9/11/2018: Called Dell again for update. Rep told me Refund was not approved. No explanation given. Put on Hold when requested to talk to someone who could escalate issue. After putting the call on hold for about 20 minutes, they hang up.

9/11/2018: Called Dell again and requested to escalate my case. 

9/12/2018: Called Dell. Rep told me case was not escalated. I requested it to be escalated again. I was put on hold again.

9/12/2018: Called Dell one more time. Rep told me the refund was not processed due to a glitch in their IT System and that they will fix it within 10 days. Apparently 60 other refunds were affected due to this Technical glitch.

9/12/2018: Reported my case to the Dell Unresolved Site: https://www.dell.com/support/incidents-online/us/en/19/email/unresolved. Received confirmation that case was escalated.

9/13/2018: Called Dell again and Rep told me the case has been escalated and Dell is working with UPS. Was told Refund will be processed by end of day 9/14/2018.

9/14/2018: Called Dell and asked for an update. Was put on hold for 5 minutes and then they just hung up.

9/14/2018: Called Dell again and was told Finance Department reviewing the Refund request and no concrete time frame as to when the refund will be processed.

I have Proof of Package Weight that I weighed at the UPS Drop Off location. I also have Proof of confirmation from the UPS Location via Daily shipment logs that the package indeed was not empty when it left their location. 

I have been extremely patient and reasonable with Dell in trying to get my refund for a laptop that I dropped off on 8/1. But Dell has been refusing to be clear on the status and making up strange new theories every time I call for an update. I also tried calling UPS to pursue the claim from their end, but they refuse to provide me any information since the Shipper is Dell.

Prior to raising a fraud case against Dell and UPS with BBB and FTC, this is my last attempt at trying to get Dell to resolve this case and issue refund for my laptop. 

 

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Re: Dell Refund Issue

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I apologize for the delay. The refund has been approved today & should be credited to the original mode of payment in the next 2-3 business days.

 

I have private messaged you the credit reference number.

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
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AsitV
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Re: Dell Refund Issue

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I remember from 2010 when I ordered an Alienware laptop from Dell, the Customer Service was a lot better. They would actually call back the customer if they said they would. It's a stark contrast to how they handle things now. I also emailed this information to Sreejith from Dell, but have not received any response.

My advice to you would be to keep calling Dell and not give up. 

Latest update from My case is that I received an email from Dell Case Specialist on 9/15/2018 that my refund will be processed in 2-3 business days. However, they closed the Service Request that was tracking this whole issue.

I called Dell on 9/17/2018 to check on the status and was told it is being reviewed by their Finance Department. The last time this happened on on 8/31/2018, I waited 11 days for the refund and ended up calling them. And I was told that their Finance Department rejected the refund. I am hoping for a better outcome this time since I sent them all the necessary evidence again proving that the goof up is at their end and not mine.

As of 9/18/2018, I still do not see any refund credited to my account. 

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AsitV
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Re: Dell Refund Issue

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It has been 3 business days since the email from Dell about processing the refund. However I have not received the refund yet. Sent a couple of emails to the Case Specialist at Dell, no response from them yet. 

 

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AsitV
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Re: Dell Refund Issue

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Ok. So still no refund received. When I chatted with a Dell rep yesterday, I was told they need 24 hours to resolve this. In the meanwhile I called UPS who says Dell acknowledged to UPS on 8/27/2018 that there were no issues with the package.  So I called Dell after 24 hours to check on the status.

I am being told they need another 24 hours now. This time, they are tell me that the refund was not processed due to a glitch in their system and that the case will be escalated again. This would the third time the refund was not processed due to some technical glitch.

I don't think there is any use of this Dell Community since no one from Dell pays attention to these forums. I wish this could be posted on a Dell Social Media page so the public can see the incompetence on display by Dell and they utter lack of customer service.

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Moderator
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Re: Dell Refund Issue

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Hi, I have responded to you via private message about the case status. Please check.

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Would you like to be a Dell Community Rockstar?

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AsitV
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Re: Dell Refund Issue

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Sreejith - Thanks for the response. I am hoping your involvement would push this case forward towards some resolution.

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AsitV
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Re: Dell Refund Issue

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Hi Sreejith,

It looks like Dell is still working on the refund and I am being told the Request is with Finance Team for approval. I am not sure what would cause this delay. But the last three times this happened, the Finance Team basically rejected the refund request and we were back to where we started. 

Is it possible for you to jump in and work with the Finance team, since they seem to be unaware of the facts of this case.

Thanks,

Asit

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Moderator
Moderator

Re: Dell Refund Issue

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I apologize for the delay. The refund has been approved today & should be credited to the original mode of payment in the next 2-3 business days.

 

I have private messaged you the credit reference number.

 

Dell-SreejithRamesh
Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message: Dell PC or Monitor Service Tag number
Out of Warranty Support
Would you like to be a Dell Community Rockstar?

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