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May 29th, 2022 19:00
What is your SOP for refund process?
Hi,
I bought an Inspiron 16 7610 in Feb 2022 but the next day while setting up, it would go to sleep mode immediately after Windows login screen appeared. More than 2 months passed and the laptop is still unusable, I was offered a refund and the laptop was pickup 2 weeks ago.
It has been 109 days since I raised the first support request and the case is still open. In fact I keep getting conflicting information from support teams like "the team is still waiting for parts to arrived" and "have you received emails from our team on the refund" etc. I have even recieved call from technician asking for the bitlocker recovery code. It seems to me that the support team has not a single idea about my case, they didn't even know that the laptop has been collected (or have I been duped)!
So what is your SOP? How long do I have to wait before I receive the refund. BTW, on one exchange with tech support, I am being told that the laptop need to be repaired before the refund can be processed but it is exactly the reason that Dell has no idea when it can have the laptop repaired due to parts shortage that I am offered a refund!
109 days passed and still counting.
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DELL-Cares
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May 30th, 2022 13:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.
DELL-Cares
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May 31st, 2022 19:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Seaneng
7 Posts
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June 4th, 2022 19:00
I am sorry to say this but I am appalled by the lack of coordination and communication of the service/ support teams.
My case was started as an onsite repair, subsequently became a collect, repair and return case and eventually ended up as a refund case. But the support teams still think it is a repair and return case even after many clarifications. I have to keep going back to dig out message regarding the refund that is dated in April.
A collection was even initiated without me being informed resulting in the FedEx appearing at my doorstep which I refused to hand over the laptop.
I am very disappointed with the after sales services provided by Dell. The laptop has been return and my refund is still pending.
115 days passed since the first support request made.