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1 Message
1
296
Poor customer care
I have had nothing but horrible service since I initially ordered a laptop in May, that arrived to me with numerous errors, then went through technical support (this team was actually helpful) but the laptop could not be fixed so it needed to be returned. I was told I would have a replacement overnighted to me since I was about to move overseas but three days later, (after I had called and emailed for a status update with no response each day) I learn that it takes 8 days to process before it can be shipped overnight. The service team was unwilling to help me find a solution other than to cancel that order and return the malfunctioning laptop I already had. Now, 12 business days after the item was delivered to the return center, I still do not have a refund. I have sent three emails requesting help and received an auto email that someone would reply within 24 hours, but no one has. This is an unacceptable lack of service. I will never buy a dell product ever again.
robert p
9.4K Posts
0
June 25th, 2018 11:00
Hi disasterxps13,
Thanks for posting. Apologies that your system did not perform as expected.
Did you make your purchase directly from Dell or from a retailer, reseller, or an auction site?
If you purchased directly from Dell, it can take from 30-45 days for a refund. It normally takes 10 days for the product to return to Dell. Once at the Receiving facility, the computer along with all the other returns are scanned into the system, this process can take another 10 days. Once the computer is scanned into the system, it can take another 10 days for the Financial Department to process the refund. Once that's completed, the information is sent to the Customer's bank, then, it can take up to a complete billing cycle for the bank to credit the customer's account.
I hope that it won't take that long for your particular case. If you need further assistance please contact me privately, and include your personal information along with the computer service tag number. Thanks.