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Dell Laptop Problem
So I have purchased many Dell computers and printers over the last two years. I purchased in the last 30 days. One of the ones I purchased was a Dell min9 refurbished. Fron day one, it had issues including a broken web cam. I have spent about six hours on the phone trying to fix everything. I bought a CD drive for it and it didn't work right. Now they say I have to send it back for repair. I offered to just return it and buy a brand new one from the, They said no because I was outside of the 21 day window. I asked for an exception due to all of the problems and wasted time AND they would make a brand new sale. They said no. They would rather lose a customer who has spent big dollars with them then just do an exchange. I think that this is very poor customer service. In all of my management days, we had the power to do an exception for a good customer.
I do not expect any good to come of this email, I just wanted to share and vent a little.
I welcome all comments.
husky0894
1.6K Posts
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March 4th, 2009 08:00
Given the profit margin on a netbook - very low - you wouldn't get an exchange from any vendor. They'll repair, not replace. No one else would be any different.
1Memphis
2 Posts
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March 4th, 2009 08:00
Again, just looking for a little customer loyalty reward here. I am willing to pay the difference for a new machine. At least meet me hall way.
TheRealFireblad
4.6K Posts
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March 4th, 2009 09:00
You're talking in the first person there, as if these are official Dell support forums, and Husky is a Dell employee? They're not/he's not.
These are the community forums - i.e. we're nothing more than Dell system/laptop/product owners ourselves.
Anyway: The product is no longer within the permitted 21 day return period, so Dell are under no obligation to refund you, or replace the product with a new one.
That's not just Dell's policy though. Any business has that prerogative, and would probably make the same decision.
If you've decided that's enough to prevent you becoming a return customer from now on, that's your decision.
Just don't expect anything different... whatever kind of product you buy - or wherever/whoever you buy it from, in the future.