dell - different return policies for different customers?

This is a users' forum. We don't work for Dell so we can't answer your question.

Maybe you can get some answers from Dell's Unresolved Issues.

Ron

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@muto, I do understand they need to have some sort of return policy, but what I am concerned about is the discrepancy. Read anywhere on internet and you'll find they happily waive the restocking fees if you order another computer from them. Is it written on their ToS? No, but they can't be offering something to everybody else on the internet but me.  Do you understand my concern?

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What I was trying to say is if you give them a new order number, they waive restocking fees for the previous order.  They did not let ME do that though for reasons I am not yet aware of.  Plus, even YOU admit you never paid any restocking fees, so I am confused why I was not allowed that? I called multiple times... talked to multiple people.

@muto, I may be frustrated.. but I am reading AND thinking clearly.  What I may not be doing well enough is explaining/conveying my point... or maybe you are not understanding it properly... whatever the reason may be... I do NOT mean to sound rude to you at all... you don't work for Dell, so why take out my frustration on you.  It was purely unintentional - I am not the kind of person who TYPES (note: not says) thanks and sorry etc often... it is probably the first time I am called out on it though.  Plus, I can be a very incoherent typer, so I can understand if you feel annoyed. The only reason i did NOT click on the link is because I have already read their ToS's return section several times.  I also made it clear that ToS does not favor my case literally.

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@speedstep

1. Dell

2. USA

3. Dell XPS 8300 desktop

4. Dell Preferred Account (and that may be the reason they did not fear me?)

1.  Them is who?

2.  What Country are you in?

3.  What model dell was ordered?

4.  How was it paid for?

Unless I am buying Retail I never use anything to buy a dell but a credit card.

(and that may be the reason they did not fear me?)

Huh? Why exactly would you want them to fear you? What difference would using or not using your DPA have made?

Either way, they are following their policy, so even if you used a credit card, you *could* dispute it, but likely would not win.

@hrova, I guess I am having a really hard time conveying my points here on this forum. I did not mean fear as in they should dread my next move... but me using credit card would have worried them a little.  The whole point of the thread was/is that if they are molding their policy for other users... why not for me?

but me using credit card would have worried them a little.

Why?

if they are molding their policy for other users... why not for me?

They do it on a case by case basis. As you have found out, there is no guarantee that if you order another Dell the restock fee is waived....

todo1,

I tried returning it and they said "Nope, you got to keep it or pay the restocking fees".
* If it was after the initial 21 days from the invoice date, then they were following policy. The 21 days does not start from when you open the box.

Now I keep reading online how they waive restocking fees if you order another system from them - it's almost like a rule.
* That is not a policy. Since a customer can return a system for any reason in the initial 21 days from the invoice date, that is the only time I can see them offering the waiver. Once outside of the 21 days, policy kicks in.

What I was trying to say is if you give them a new order number, they waive restocking fees for the previous order.
* Again, once outside the initial 21 days from the invoice date, that waiver would not apply.

@Dell-Chris M... no, I was WELL WITHIN 21 DAYS period when I was trying to return and even they did acknowledge it.  I am outside 21 days window NOW...

okay and I want to know what the other people did differently?!  No, seriously... teach me the trick? it's just not fair.