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Last reply by 08-11-2021 Solved
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Dell XPS died in one week, returned it but no refund issued

I have ordered a Dell XPS computer and a monitor from Dell on behalf of the University of California, Santa Barbara. The computer was always overheating and within a week, one RAM died and the computer didn't start. I talked to customer care and initiated the return. I have returned those packages, and I printed RMA on those very clearly with big fonts. And the FedEx guys picked up the computer and the monitor & put the call tags in front of me. There is no chance that the tracking could be wrong, I double-checked for both. Now FedEx tracking shows that both the order have been delivered. 

But Dell is claiming that they did not receive the Desktop. They received something else in the box. What type of embarrassment is this? You first send a faulty computer and then you don't even refund it. It is not my money, it is UCSB's money, it's government money. I am a Ph.D. student and Dell's activity is going to ruin me now. It is Dell who chose FedEx, it is their responsibility, not mine. I definitely sent the desktop. Either the FedEx staff or the Dell staff stole it. Who will be responsible now? What can I do? I am completely devasted purchasing a Dell computer. Worst company with worst customer satisfaction. Please do something asap.


Your Return Authorization Number :

Order : <Order number removed>RMA : <Non-public info removed>
Pickup Date : 07/13/2021 
Pickup Tracking : <Non-public info removed>

Order : <Order number removed>RMA : <Non-public info removed>
Pickup Date : 07/13/2021 
Pickup Tracking : <Non-public info removed>

 

 

Solution (1)

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2 Bronze
2 Bronze
251

Shaik Sufyan from Dell finally solved the issue today. He was amazing, unlike the other Dell representatives. Thanks. 

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Replies (9)
Moderator
Moderator
357

Hi,

 

Please edit/delete the post from public view as it contains confidential information. I request you to provide such information via direct message for security reason. So that I can check and assist you further.

 

-Susanna

 


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2 Bronze
2 Bronze
351

I don't see any edit option. How to edit it? What's the benefit of sending private messages? You guys keep telling me that you didn't receive the computer. Please wait. And thus you finish the job. You don;t tell me how you are investigating it. You just keep telling me that we have assigned a case specialist. Do you even understand the tension and frustration I am going through? What will I tell my Ph.D. supervisor who trusted me to purchase a computer from you? He already lost trust in me on the day the newly purchased computer died. 

285

@navidanjumaadit 

User to User 

You are the customer so you are right here. 

You don't need Dell to confirm whether you returned the computer or not. 

What about the shipment tracking number on the return waybill, 

You can simply check on FedEx and it should be showing Delivered back to Dell. 


281

First of all, let me tell you, this is an old post and the issue was resolved. However, that was a very long time of harassment by Dell. It was not that easy. Instead of my computer, FedEx guys randomly picked up a $30k piece of equipment from the school campus (my computer was also purchased by our school). It happened because Dell representative made a mistake in preparing the shipping label. It was not FedEx’s fault at all. I didn't know that and I created a second return and sent the computer again. But what Dell did? Immediately after receiving the $30k equipment, they canceled my return!! They didn't even inform me anything about that. I had to reach them and ask what happened? Then they said we received something else and will not refund you. Well, after 1 long week, they found the computer and refunded me. But they completely rejected to send the $30k equipment back. It was a 2-week fight between my school and Dell to get that $30k equipment back from their junkyard. Very pathetic and unprofessional company. 

 

2 Bronze
2 Bronze
350

I don't find an option to delete it either. Please go ahead and delete it. thanks. 

267

Hi,

For Dell DPID <Non-public info removed>, we have sent the return one month ago and Dell still couldn't send the credit memo to UCSB procurement email. As a result, our account is not credited yet. Everyone at Dell replies after 1 week and leaves some vague unclear messages asking some repititve questions. They keep me in loops of emails that just keep bouncing from each other.

And yes, why did I return? It was a $2k Dell XPS computer which died in a week. Such a shame that they sell computers that overheat upto 90 degrees and RAM fails immedialy - they call it their flagship!. I am so ashamed that I purchased it for UCSB being a PhD student. Not only that, the amount of harrasment on this order was tremendous.

<Starting mulitple threads discussing same issue is not allowed. DELL-Cares>

216

This is not Dell Support. This is a user to user public tech forum. 

210

I see, thanks for letting me know. Anyway, Shaik Sufyan from Dell finally solved the issue today. Thanks.

2 Bronze
2 Bronze
252

Shaik Sufyan from Dell finally solved the issue today. He was amazing, unlike the other Dell representatives. Thanks. 

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