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machellewalker
1 Copper

Lorna M PLease Help. Want a credit for non woking computer

HI Lorna,

I couldn't figure out how to send you a private message sorry.

I ordered a computer in February and it has had nothing but problems. I am a loyal dell costumer and have been for over eight years. When I first got it it wouldn't even turn on for two weeks. The computer I have no has a non-operational CD drive that hasn't worked since I got it even with help from tech support, a very short battery life, and the machine heats up to a very high temperature if it on for over an hour.

As a teacher and college student I need a working computer that is mobile. I do not want this computer because I can not use it. I originally wanted a complete refund but after considering all my good experiences with dell I am willing to accept this as a one time thing. Now I would simply like to return the computer I have now and get a credit to my account so I can purchase a different dell model.

I am extremely unhappy with the computer I have so much that I have not used it in the last month and have spent hours trying to get this problem solved and have gotten rude condescending people who haven't give me any answers besides bouncing me around to the wrong department. 

I understand that is after 30 days but with all the problems I simply cant use it. If nothing can be done I will simply have to sell it on my own and take that money and purchase from a different computer company. Please look into the possibility of getting me credit so I can put that money towards a better more expensive dell model. 

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Moderator

RE: Lorna M PLease Help. Want a credit for non woking computer

Hi machellewalker,  

Thank you for contacting me on the Dell Community Forum Customer Care board. Allow me to sincerely apologize for any difficulties you may have encountered in attempting to resolve your concerns.  Dell strives to provide an efficient, first-time resolution for every call.  While I realize that only our future interactions can restore your confidence in us completely, I want to assure you that Dell always aims to provide customers with a satisfying and enjoyable purchase experience.  

Dell values its relationship with our customers and offers you the option to return most products you purchase directly from Dell. This return policy applies only to purchases directly from Dell by using the internet, phone or the Dell online store. All hardware, accessories, peripherals, parts may be returned within 30 days from the date on the packing slip or invoice for a credit or a refund of the purchase price paid, less shipping and handling, and any applicable restocking fees. Any product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to you.  

Dell Limited Hardware Warranty - Dell-branded hardware products purchased in the U.S. or Canada may come with a 90-day, 1-year, 2-year, 3-year, 4-year or 5-year, or other limited hardware warranty. This limited hardware warranty lasts for the time period indicated on your packing slip, invoice or receipt. DELL'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THE WARRANTY STATEMENT.

Unfortunately, I will not be able to authorize a return for credit outside of the normal 30 day return period. Please continue to work with our technical support team to resolve your system difficulties. In addition to calling tech support at 1-800-624-9896, you may visit Tech Chat for real-time troubleshooting, or Contact Technical Support online and Enter your Service Tag or Express Service Code to view your contact options.

Sincerely,
Lorna


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