New Purchase - Defective Computer - Requesting Exception to Return Policy

Question

Greetings, We have contacted your customer service return department and were shocked at the level of unprofessional communication we received. The communication was so disturbing that we are considering leaving Dell. We are contacting you to respectfully request a solution for the defective computer. Two days ago (May 28, 2019) we picked up (received) the new Dell computer. It is the wrong color, and the plastic frame surrounding the LCD display has a large, obvious gap where the plastic parts were not fitted together correctly. The computer's frame is defective. We have not turned on the computer, and immediately carefully replaced it in the original shipping material inside the original box. We are requesting an exception to the standard 30 day return policy, and require a full refund. We have purchased many Dell computers in the past, and consistently refer clients to your company sales department. After your company issues the RMA, we will reorder a different computer from your company. We will not be able to remain Dell customers should this return not be completed. Please contact me with a telephone number so that I may call you directly to discuss the situation. Thank you.

Mary G · Answer

This is a user to user forum not Dell. You must contact Dell directly. US order support here--https://www.dell.com/support/incidents-online/us/en/19/order-support

Call Dell tomorrow. Offices are closed now.

speedstep · Answer

'Two days ago (May 28, 2019) we picked up (received) the new Dell computer. ' Its now June 3, 2019 so i'm not understanding a request for exception to 30 day policy when you are at  5 days.   https://www.dell.com/learn/us/en/uscorp1/terms-conditions/art-us-return-policy You can return everything within 21 days for a full refund  IF You actually purchased from Dell Directly. 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. Restocking Fees: Unless the product is defective or the return is a direct result of a Dell error, Dell may charge a restocking fee of up to 15% of the purchase price paid, plus any applicable sales tax. How to Return a Product: Before returning a product, you MUST first contact Dell customer service and obtain a Credit Return Authorization (CRA) number before the end of the applicable return period. Dell will not accept returns without a CRA number. To find the appropriate phone number or to send an email to customer service to request a CRA number, go to Dell.com/contact or see the 'Contacting Dell' or 'Getting Help' section of your customer documentation. To initiate a return online, please click here. NOTE: You must ship the product to Dell within 5 days of the date that Dell issues the Credit Return Authorization number and MUST follow these steps:   Ship back all products you are seeking to return to Dell and for which you received a CRA number. For partial returns, your credit may be less than the invoice or individual component price due to bundled or promotional pricing or any unadvertised discounts or concessions. Return the products in their original packaging, in as-new condition, along with any media, documentation and any other items that were included in your original shipment. A TV must be returned in the original packaging it was received in (including box and protective cushioning). If you do not have the original packaging, you must provide separate packaging. Ship the products at your expense, and insure the shipment or accept the risk of loss or damage during shipment.   Upon receipt of your return, Dell will issue a credit or a refund of the purchase price paid, less shipping and handling, and any applicable restocking fees subject to this policy.

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New Purchase - Defective Computer - Requesting Exception to Return Policy

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