Customer Service/Return Policy exception request

Question

I am writing regarding Order purchased on October 3, 2025. While I acknowledge your stated return policy now, I am formally requesting an exception based on the specific circumstances of this transaction and applicable U.S. consumer protection principles. As you are aware, consumer transactions are governed not only by internal policies but also by federal and state laws requiring fair dealing, accurate representations, and reasonable remedies where a product does not conform to expectations created at the time of sale. I purchased this computer to be compatible with Windows 11. When I received the computer, I needed to locate an IT tech that would be able to assist me to transfer the data from my old computer to the new. After much back and forth, it was determined that I would not be able to use the new computer for what I needed. He was able to build onto my old computer for the update. When I was made aware of this, I reached out to Dell to try and return my equipment. I acknowledge that I reached out to Dell after the time given for returns, requested a call back and further requested to speak to a manager. This process in itself took close to a month to receive a call back. Given these facts, I believe an exception would be reasonable and consistent with principles of good faith and fair dealing. Under these circumstances, strict enforcement of the return policy would be unreasonable and inconsistent with consumer protection standards, including obligations related to nonconforming goods. I am not seeking to dispute your policy, but rather to request your consideration of a reasonable accommodation under these circumstances. Granting this exception would help resolve the matter efficiently and amicably, and I am hopeful we can avoid any unnecessary escalation. Please let me know if you require any additional documentation or information to evaluate this request. I look forward to your response.

Thank you for your time and consideration.

DELL-Joey · Accepted Answer

Hi Micbott.

I’ve reviewed your request and want to ensure all details are clearly outlined. Your order was invoiced on 10/5, and a return request was submitted to Dell on 12/31—approximately three months later. The stated reason for the return is that the software used for your business was not compatible with Windows 11.

This order was placed directly through our website without the involvement of a sales representative. Throughout the ordering process, the operating system and full system specifications are clearly displayed, and these details are also included in the order confirmation and invoice emailed at the time of purchase. As the purchaser and end user, it is ultimately your responsibility to verify that the product meets your requirements, including any software compatibility needs.

Dell offers a 30‑day return period as a courtesy, with up to a 15% restocking fee when the return is not due to a Dell-related issue. We acknowledge that communication did occur following your initial request, and that you requested escalation. Unfortunately, due to an internal communication delay, the supervisor contact did not occur in the expected timeframe; however, our position regarding the return remained unchanged and aligned with the policy previously communicated at the beginning of your return case.

We do not find any issues that indicate a defective product or that would meet the criteria for non-performance or non-conforming goods. We understand this may not be the outcome you were hoping for and apologize for any frustration this may cause. If the system does not meet your needs, the most practical path forward may be to resell the device locally.

DELL-Cares auto response · Answer

Hello! Thank you for reaching out to us. I am your Dell-Cares contact for order related queries. Unfortunately, our customer service is currently unavailable. We are available Monday through Friday. Please reach out to us on any of these days and we will be glad to assist you. Thanks for being a loyal Dell Technologies customer.

micbott · Answer

I am writing regarding Order purchased on October 3, 2025. While I acknowledge your stated return policy now, I am formally requesting an exception based on the specific circumstances of this transaction and applicable U.S. consumer protection principles. As you are aware, consumer transactions are governed not only by internal policies but also by federal and state laws requiring fair dealing, accurate representations, and reasonable remedies where a product does not conform to expectations created at the time of sale. I purchased this computer to be compatible with Windows 11. When I received the computer, I needed to locate an IT tech that would be able to assist me to transfer the data from my old computer to the new. After much back and forth, it was determined that I would not be able to use the new computer for what I needed. He was able to build onto my old computer for the update. When I was made aware of this, I reached out to Dell to try and return my equipment. I acknowledge that I reached out to Dell after the time given for returns, requested a call back and further requested to speak to a manager. This process in itself took close to a month to receive a call back. Given these facts, I believe an exception would be reasonable and consistent with principles of good faith and fair dealing. Under these circumstances, strict enforcement of the return policy would be unreasonable and inconsistent with consumer protection standards, including obligations related to nonconforming goods. I am not seeking to dispute your policy, but rather to request your consideration of a reasonable accommodation under these circumstances. Granting this exception would help resolve the matter efficiently and amicably, and I am hopeful we can avoid any unnecessary escalation. Please let me know if you require any additional documentation or information to evaluate this request. I look forward to your response.

Thank you for your time and consideration.

Customer Care

Customer Service/Return Policy exception request

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