Returning a defective product

Question

I purchased an Alienware computer recently.  When it arrived the box was damaged and when I tried to turn it on, it wouldn't boot up.  I called customer support.  Their solution didn't work, so I decided to return it.  I went through the 'Initiate Return' process online and recieved an email with a return waybill number and a credit return authorization number.  I recieved another email with a link to print my shipping label from UPS.  I printed the label and was going to drop the computer off at the UPS office but when I clicked on the 'Check Service Request Status' link in the first email, a page came up that says 'case is under investigation.'  I'd like to know two things: 1. What does 'case is under investigation' mean? and 2. Is it ok to go ahead and take the computer to the UPS office for return shipping?

robert p · Answer

Hi mandachelle,

Thanks for posting on the Forum.

I apologize that the computer was damaged when it arrived. I'm sure the "investigation" you're speaking of is to determine why the carrier delivered a damaged box without reporting it to Dell, because of course you mentioned to the delivery company that it was damaged upon arrival.

You have 10 days from when you create the CRA (credit return authorization) to send the product back, so don't delay.

So, another part of the "investigation" process is waiting for the item to return, they will need to check it to see if parts were removed, etc. and of course they will need to test it to see if it can be rebuilt and sold as a refurb or torn apart and the non defective parts used for sale or refurbishing another one.

Hope this helps. Please contact me privately if you need further assistance. Thanks.

Regards,
Robert

Customer Care

Returning a defective product

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