M15 R3, return completed but less then 10% of cost refunded -

Question

l ordered a M15 R3 at the beginning of January and had it delivered mid January. I received a return authorization Jan 25th and dropped it off at Purolator that weekend Jan 30 or 31st. It Feb 8th. At this time March 31/21 I have received 155.00 back. Dell was great when I put the order in. It was New Years so there was not anyone at customer care for four days. I wanted to upgrade the screen but they said the order couldn't be changed after the holiday and offered me a 180.00 credit which is more then the option cost.  I appreciated this but at no time asked for a credit.  I have phoned a number of times and been told the the return was approved and awaiting funding etc. Still no money and more calls on hold etc. Today they were looking after it again and I asked to speak to the supervisor as I have heard this before and wanted some confirmation. Everything was settled and I was put through to the supervisor - after a couple of minutes waiting the connection was lost.  I also have been shopping for a 17' and  received a quote. I asked for an adjustment by email to lower the extended warranty period to cut cost. No response and sent another email today. I received a response and sales clerk said they had been off for personal reasons but would have an answer in a few minutes. That was over 6 hours ago. Thanks for reading

crimsom · Accepted Answer

Hi @Emmettmag welcome to this user to user discussion forum. This is not Dell Support.

Hopefully purchase paid by credit card and there is evidence (email etc.) that Dell are playing hardball. Submit claim to credit card company and request full refund.

Please click on Kudos to say thank you for response from another user. Please share an update on progress, so that other users derive benefit from your experience. Thank you.

Emmettmag · Answer

Thanks for your help. I have just spent another half day with no results   Third day without a call back from one more sales clerk. I have started the proceeding with credit card company.

Emmettmag · Answer

I returned the above laptop to the Purolator drop off on Jan 25th. They had problems and didn't deliver it to the Dell depot in Ontario Canada until Feb 8th.

Dell gave me back 155.00 ca dollars and despite many phone calls and chats I still just get promises they will call me back in 24 to 48 hours.

I ordered this during New Years and they didn't have customer care working. I tried changing my display choice and got back an email saying sorry but the gave ma a 180 credit that I didn't ask for. It can't be that difficult to do the math and adjust the refund. the original purchase was 2599.00 plus 12% tax.

Does anyone know how to contact someone who cares at Dell?

I was trying to order a M17 R4 which I thought may run cooler but my sales person never got back to me. I sent another request to the same person asking if they could adjust the warranty period on the quote from 4yrs to 2 or 3. I received a response that they would be back to me in a few minutes - that was a week or so ago.

Thanks

EJ

DELL-Cares · Answer

We are working with our internal team to review why this issue occurred. We are yet to hear from them. We will write to you as soon as we have an update.   Regards, Pamyaphi

crimsom · Answer

Hi @Emmettmag   It is frustrating when Dell Product Support say they are dealing with your problem and will get back to you, but never do. Even DELL-Cares has problems to hear back from Dell Product Support. It is reasonable that customers expect Dell to keep in touch and deliver on their promises.

JOcean · Answer

This forum post should help with corporate addresses.

DELL-Cares · Answer

Request you to allow us some time to hear back from the teams workingon the request.           -Anita

crimsom · Answer

Our new Alienware 17 R5 Laptop is stuck in dark mode. On ‎02-11-2021, Dell said 'Let me get on this- shall come back to you shortly.'. LOL.

Customer Care

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