General discussion

Dell replacement PC and Customer Service Experience

Jan 16, 2020 11:25AM PST

In early December I received a Dell XPS tower and discovered a hardware issue with the combo audio port. I worked with support who were unable to solve the issue after using remote access to troubleshoot my computer. I then had a technician visit my house who was also unable to troubleshoot this issue.

I requested a replacement PC and encountered the same issue once it was received shortly after shipment on 12/30.

I spoke with Dell on January 7th who ensured me that I would have my funds returned once both machines were received. In order to move forward with this process, I would first send the original PC. Upon receipt (January 14th), Dell would be sending me a return label for the second computer as they had initiated a return for that computer.

I proactively called Dell today to ask about the status of receipt and they confirmed they have received the PC. However, they are now claiming that a refund cannot be processed as I am out of warranty with my purchase (they did not start a return process).

I have spent countless hours trying to fix the issue and my case is now with the Dell Finance team for refund approval. If anyone from Dell is listening I would be happy to share my finance reference number or SR number is needed.

Tom W.

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Comments
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warranty not expired
Jan 16, 2020 12:00PM PST

If you just got the computer in december, the warranty period is not over unless there is something you neglected to say

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update
Jan 16, 2020 12:01PM PST

I was told the 30 day return warranty has expired.

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Ahh, return period vs warranty.
Jan 16, 2020 12:53PM PST

Now I get why there is a kerfuffle.

I've heard of "30 days return policy" but that's a new combination to my ears and eyes.

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Confusion
Jan 16, 2020 1:24PM PST

I have the same confusion on my end. I took notes while I was speaking with the Exchange Customer Care Team and that is exactly what was stated during our call.

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Today.
Jan 16, 2020 1:33PM PST

Today I run into a lot of customer service that have little command of the language and mix up the words and everyone else along the way.

It's ugly out there.

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Getting frustrated, too!
Jan 18, 2020 12:05PM PST

I always purchase the longest Premium Support, 4 years. I am 2 years into that. I reported a problem (overheating) in 2018 and it has gotten worse. They are working on it, but there have been multiple, maybe 5 or more, phone calls, chats, remote assistance sessions, 2 visits from hardware replacers by a 3rd party (who did not receive all of the parts that were ordered in the phone or chat sessions), and the same problem exists. Actually, it is worse, because they reinstalled the OS and all of my applications are gone. Hopefully, I will get them reinstalled with EaseUS PCTrans eventually. Dell, we used to get actual people who speak English as a FIRST language and could ship our computers off to Round Rock to get repaired. I have been using mostly Dells since 1996, but that may change!

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