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