Epic FAIL for Dell Factory Refurbished.

No need to create a new thread with exactly the same post you made elsewhere in these forums. You've made you point.

Your tone is unneccessary.  The forum does specifiy in its Terms of Use that you agreed to that spamming the forum is not allowed, so I was just trying to help educate you.

I also thought reminding you that you did have the ability to retun it (as I stated in your other thread - a  reason to onluy have one thread right there) was sound advice.

However, remember that what you got does meet the definition of Refurbished on Dell's web site - specifically "May have visual cosmetic blemishes,": so if you do return it, you may have the restocking fee.

Hope that information helps. There really isn't too much else to say about the issue, especially considering you've said it twice already.

EDIT: By the way, how is telling you not to create a duplicate thread a below average intelligence comment? Seems to me repeating the same thread twice is like the childish tantrum. You tell me which is below average....

I fail to see that food in the keyboard and a cracked casing can be considered visual blemishes in anyone's opinion.

Call them what you will. It was not mentioned that either of them affected the computer's hardware.

Regardless of the semantics, he does have the option to use Dell's 21 day return policy but since there was no hardware issue mentionedm, he may be subject to the 15% restock fee.

malreid,

The quote you provided is not from the Dell Outlet and is not relevant to how Dell Outlet items are sold. How is this for a better thing to quote? It is taken from the Dell Outlet web site:

" Certified Refurbished systems may have some observable cosmetic blemishes, but they will not affect performance. "

Sounds like his computer - observable cosmetic blemishes that do not affect the performance. I am ot defending their poor quality - they advertised that this was possible.

Whether or not you choose to argue that point, the reality is he has the option under Dell's return policy to try to return it. He *may* have a restocking fee as part of that return. He really needs to call Dell and ask what his options are.

 Regardless of any of that, there was no need for a duplicate post and then losing his temper when that was pointed out.

"We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and products. Refurbished parts and products are parts or products that have been returned to Dell, some of which were never used by a customer. All parts and products are inspected and tested for quality"

Regardless if this system was sold as 'Certified Refurbished' or 'Scratch and Dent', a cracked casing is a structural failure and not a "cosmetic blemish" or even a "considerable cosmetic blemish". Stop trying to defend what is plainly unacceptable quality control on the part of Dell.

So I guess you would consider someone running into your car and putting a dent in the trunk or a door that may affect its ability to keep out dust and the rain only an observable cosmetic blemish. Simply an appearance thing that has nothing to do with the overall integrity of your vehicle.

He purchased the computer for less money. Part of that discount is the fact that it was refurbished and may have cosmetic damage. If the damage affects the functional use of the computer, he did not state how.I do not see your comparison as relevant - Dell clearly states refurbs may have cosmetic damage.

Whether the damage is cosmetic or actually does affect the computer's functionality, Dell has a 21 day return policy. If he is that unhappy, he should take advantage of that. I don't see the need for all the peripheral drama.

Whether the damage is cosmetic or actually does affect the computer's functionality, Dell has a 21 day return policy. If he is that unhappy, he should take advantage of that. I don't see the need for all the peripheral drama.

Agreed.

Don't like it. Return it. Cannot be simpler. It is not as if this was a hidden flaw. The OP clearly saw it when he received it.

But then some people are just born whiners.

It is clear that you are reasonably bright but it is also clear that you are a Dell Forum bully that goes around blaming Dell customers for bad Dell quality and policy.

Yes, you are to blame if you do not take the reasonable actions that is required. The item did not meet with your approval.

Return it. Case closed.

I have bought 2 refurbished Dell laptops. No complaints.

The correct way to handle the situation is to apologize, send a packing slip and offer to replace the product with a better condition unit or completely refund the purchase price.

Your only option as the customer is to return the item, and never buy from Dell.

Exercise that option.

To insist that Dell runs its business the way you think it should be run is pointless.

I have not decided if I am going to return the laptop yet. The damage and filth is disappointing but, you are correct, I did pay less. However, a crack in the shell is a major defect and goes beyond "scratch and dent" quality, IMHO, Dell should inform a customer if they are selling an openly damaged product. When Apple sells a refurbished product that sucker is brand new.

Let me revise my original comment about the intelligence of your comment. It is clear that you are reasonably bright but it is also clear that you are a Dell Forum bully that goes around blaming Dell customers for bad Dell quality and policy. I can see that you have no choice. what are you going to say? "Gee, that is horrible quality control - let me get someone to assist you with your purchase." I mean that  would take time and effort and it wouldn't allow you to post all your superior Dell policy "knowledge."

Anti-spamming forum rules are to stop spammers. I am not, nor will I ever be, a spammer. You claiming that a 2nd post of my complaint is spamming Dell forums is just more bully tactics from free speech hating people that don't like what they're hearing.

Let me state the truth that you either won't see or can't say - Dell sold me a dirty, broken laptop. The correct way to handle the situation is to apologize, send a packing slip and offer to replace the product with a better condition unit or completely refund the purchase price.

Thanks to anyone that read this thread. I think Dell makes nice computers - I'm just really disappointed in the condition of the one they sent me. I won't ever purchase another Dell Refurbished product, I would guess that the people that "refurbish" Dell products are the same ones that handle their customer service.

Please, please quote me some more Dell policy that I could just as easily look up myself. Oh, and be sure to say it in a self righteous way.

Should have ordered from Newegg. Sigh.

Pointless is as pointless does, Sir. I believe that it is completely valid to complain about the condition of my Dell Inspiron N5010. There are scuffs, scratches and dings that I completely expected and are perfectly reasonable for a refurbished item. However, food in the keyboard and a broken computer case are perfectly acceptable to complain about. In fact, I am providing a service by sharing this experience so other potential Dell customers can see that buying Dell refurbished laptop is the same thing as buy a broken, dirty, used laptop from a garage sale.

A Dell "technician" using a can of compressed air and a moist wipe could have greatly improved the visible condition of this laptop but I guess it wasn't worth their 5 minutes.

Yes, returning this laptop is the right thing to do but Dell doesn't make it easy, do they? First, their customer service line has been down the last 2 times I tried to call. Second, Dell creatively uses a "restocking fee" to discourage returns. Third, this is an outlet item so Dell isn't going to make any effort to correct this and they will milk me for every dime they can get.

The correct thing here is for Dell to be incredibly embarrassed by the fact that they sold a broken laptop with crusted food on it. The right thing would be to accept the return and offer to send back a better condition model with the same configuration and for the same price. I'm not holding my breath.

It's crazy to me how may people are not bothered by such terrible quality standards. I guess I have high expectations. Tough rocks kids. Dell sent me dirty, broken equipment and no, I'm not happy about it. I think it is reasonable to expect a laptop to be clean and unbroken.

and they will milk me for every dime they can get.

What Dell will charge is what is spelled.

Had you wanted a guarantee of a pristine laptop, then you should have bought a BRAND NEW one. Simple, no?

Most companies refurbished products are like new or very close to it. I own several refurbished electronics and the Dell Inspiron is the only one that has ever come dirty and damaged. 

"What Dell will charge is what is spelled." - ??? - You'll pardon me if I don't care about the opinion of someone with less than a 5th grade education?

Many of you seem comfortable with the idea of Dell sending me a dirty, broken laptop. I think it is likely that you would feel differently if what you ordered came in the same condition.

Apple, HP, Toshiba, Samsung - all have outlet stores but I doubt that they send out dirty and broken equipment. I know for a fact that any refurbished Apple product is the same a brand new. I was expecting some wear but broken and dirty is not acceptable.

And - I know that this is not Apple but there should be an industry standard expectation for the quality of refurbished electronics and I feel that there mostly is but Dell's quality is very, very low. It makes no difference to me if you all think I'm a whiner. The bottom line for me is that I shelled out  $500 for a laptop that should have been in excellent condition with some cosmetic blemishes. However, a crack in the shell of the laptop which could break further or allow dirt and moisture into the machine is in no way a cosmetic blemish. The case is a functional part of the laptop.

I think I will have Dell honor the warranty - since Dell sent me a broken laptop rather than one with a cosmetic blemish then they are bound by the contract to replace the broken part - the laptop case.