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Dell returns / return authorization number
Hi, I purchased a dell xps15 laptop to replace my old xps laptop (few years old) . The new xps which i purchased on March 17th (delivered on march 18th, 2022) has issues with trackpad , to be specific right click aint working. So i went ahead and raised a return request on april 14th 2022. The customer care executive approved the return and generated a Return authorization number. since i am on sprig break and cann only return home on 25 april 2022, he said he would raise a mail label/waybill on 25th april 2022, which will be valid for 5 days ( so return label was kept on hold).
Dell return policy clearly states that - "All approved returns must be received by Dell within 30 calendar days of the return approval date otherwise the amount of refund or credit may be reduced or eliminated if the product(s) are returned late.
NOTE: You MUST follow these steps when returning a product:
- Ship the product to Dell. Please note that all approved returns must be received by Dell within 30 days of the date that Dell issues the return authorization and instructions "
so if my understanding is right , i have time till may 14 2022 (i,e 30 days) to mail back the product for refund.
But the problem arose when i called back dell CC to confirm the same , since the mail i recieved only spoke about 5 day validity , the customer care representive were outright denying about 30 day time frame from the date of Return authorization number generation . They want me to ship with in 30 days from date of purchase. I even spoke to their superior , who reitirated the same stand .I couldn't help but end the call with cc.
Then i decided to do a chat with one of the cc representative , using live chat option... to my surprise , they said i can ship the product back on 25th according to dell return policy.
Could anyone clear the confusion here, since different customer care representatives are givinng different meaning to Dell rerurn policy even though its clearly stated in dell website about 30 day time frame for returns after the generation of return authorization number .
P.S The cc representatives whom i spoke to on phone were very rude and not at all willing to listen to my concerns , even using high tone at time to silence me. I did not expect this from dell.
she was like '' dell return policy in the website is vague and general, so this is my interpretation of the policy, whether you like it or not, what i interprit matters , I did not write the policy , but i can interprit the policy'' , thats was the conclusion of the call.
Hope someone here will be able to solve this since cc representative was harsh, i dont want to call them again. I have been a dedicated customer of dell, never had any problems. Looks like dell customer service is outsourced to some country , and they dint train them in manners
Hi , thank you for the response . i have few questions ..
I have the option of replacement... they suggested me to go with replacement.
Is the replacement device brand new or refurbished one?
what if even the replacement if faulty ? can i return it in 30 days times? what is the return timeline for replaced devices.
thanks in advance for your time..
You're playing a risky game -- the 30 day return clock starts on the date the system ships from the manufacturer. If you're awaiting a return shipping label that will arrive after that, I suspect you're going to be very disappointed.
Between what you're told in a phone or text chat conversation and what's in the terms of sale you agreed to on purchase, it's the latter that counts.
Also note that there is a restocking fee for returns that are not defective. If you received the system on March 17, the return period could very well already be past.
I recieved product on march 19th... They offered me replacement.. I think i should go with replacement. The product was shipped on 18th march. My only remaining concern is.. What if replacement is also defective.? Can i return it and ask for full refund? If so.. How many days do i have to return the replacement?
is there any reason why dell doesnt honour the return/refund policy clearly stated in their website? why do you think it is a risk i am taking? Do they have different return policies ...one for customer to read/ displlay on website...another on to train their customer care executives? is this double game to avoid taking responsibility for the poor QC on their part and just to blame customer? looks like dell customer care representatives are trained to not accept fault or vaoid blame as musch as possible
thank you for the suggestion which i am definitely going to follow..
but regarding the " you are fishing for the answer you want----"
whats the meaning of these lines stated in dell return policy page... my understanding might be wrong ...as a third person, what is your understanding of the following statement
All approved returns must be received by Dell within 30 calendar days of the return approval date otherwise the amount of refund or credit may be reduced or eliminated if the product(s) are returned late.
NOTE: You MUST follow these steps when returning a product:
- Ship the product to Dell. Please note that all approved returns must be received by Dell within 30 days of the date that Dell issues the return authorization and instructions "
The return policy is clearly spelled out -- 30 days from shipping. That's the deadline you're up against.
You're fishing for the answer you want -- not the answer that comes with the policy.
If you want a refund, get the shipping label immediately -- you may have a grace period in shipping the system back, but if you hold for more than 30 days from shipment, the return label will be canceled and you'll be left with repair as your only option.
ejn63
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Posted April 16th, 2022 03:00
Get the system out the door before the 30 day (after shipment) elapses. Anything else and the return is extremely likely to be refused.