Ah, but then you're assuming that Dell has any respect for online community leaders. It probably says "mouthy blogger" next to my name.
Actually, Dell pays attention to bloggers nowadays, so if there is something in your account it wouldn't be a complaint about the fact you blog about us.
Someone asked if you had tried contacting Customer Advocate (post 4) and thats my team, so you won't need to as we contacted you. I just found out about this thread and wanted to see if there was anything I could do to help you and/or sesummers (post 12).
Jason, from what you've posted I don't see why you were not able to get a return set up just as easily for the Mini as for the other item, but I'll be more than happy to look into it and get you in touch with the correct folks in Canadian support to get things straightened out. Since I'm in the US (Dell headquarters) I don't have direct access to the support tools for Canadian customers or I'd set it up myself. If you can PM (or email) me the order number for the Mini I'll see what I can do for you (I tried to find you in our system, and was able to find some of your orders, but not the one for the Mini; apparently Dunn is a popular last name ).
Sesummers, while you may have been outside the return period it is possible Dell can do a replacement on the TV tuner cards. Without seeing the order details I can't say for certain, however, as there are some third party hardware options that we can only replace within the first 21 or 30 days after the invoice date. If those cards fall into that category you would have to contact the manufacturer of the cards to see about getting them replaced for failure. I'm not sure how long ago this happened, which can, unfortunately, make it more difficult to fix if it has been too long, but I'll be happy to check things over for you. I would just need you to PM me either a case or order number for the cards to check on it.
Emuelle, a return for your Dell would have to go through Sam's Club, but for normal warranty work you should be able to just contact tech support as normal. You don't mention having a problem with it, which is always good to hear, but if you did I would recommend contacting Dell tech support as Sam's would have no way to trying to fix the computer.
Jason, from what you've posted I don't see why you were not able to get a return set up just as easily for the Mini as for the other item, but I'll be more than happy to look into it and get you in touch with the correct folks in Canadian support to get things straightened out.
Thanks for stepping in here Larry - I was hoping that if I lit a big enough signal fire someone from Dell would take notice. I'll contact you privately with my order information, but for the sake of everyone reading this thread, can you explain why Dell has changed their RMA process for consumers? Why did Dell make the decision to make customers phone once, wait for a sales person to phone them back, then wait again for another phone call from the RMA department? Even if this issue I have gets resolved, if this is really the new policy I'll be very leery or ordering from Dell again. Ordering products sight-unseen is risky for me as a consumer, and Dell's great return policy was the only thing that protected me from ordering something that didn't meet my expectations.
Or hasn't it been changed and I'm just getting the run around for some bizarre reason?
And for anyone who's interested, I still haven't been phoned by the RMA department.
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Jason, I received your email and I am checking into things now to see what happened on our end, and why. As far as I know the policy hasn't changed, however, I have been out of normal tech support for a while and don't normally deal with Canadian customers so it is possible. Regardless, I'll be having someone from the Canadian Escalations group contact you about it so we can try and get things properly straightened out for you. I'll have more detail on that in my reply email.
I just thought I'd post what I found out about what happened since it seems we (finally) have things moving in the correct direction now.
It seems that the policy on returns changed slightly recently, and for returns over a certain value (CAN$300 in this case) Customer Care has to get the customer in contact with their sales rep to get the credit return set up. The sales rep, after speaking with the customer about the return, would start the paperwork and the customer is supposed to receive an email with the return information sometime in the next two business days. If the process goes smoothly, it should add only the extra business day or two to the old process, and if things work correctly should actually make the process smoother even with the extra days required.
In this particular case the delay in getting in contact with the sales rep was the problem, and your feedback about this has already been passed on to the appropriate groups here in Dell for us to try and improve on that.
Thank you to all of you for the feedback. Without it Dell would not be able to improve.
It seems that the policy on returns changed slightly recently, and for returns over a certain value (CAN$300 in this case) Customer Care has to get the customer in contact with their sales rep to get the credit return set up. The sales rep, after speaking with the customer about the return, would start the paperwork and the customer is supposed to receive an email with the return information sometime in the next two business days.
I don't know what CAN$300 translates to in US $ but how is that not 95% of what you guys sell? Now a customer, who took the risk to buy sight unseen, has to shuffled around and depend on someone actually calling them back. What is it the Sales Rep is going to say or ask that the the Customer service Rep can't do and record in your system? They are called Customer service reps right? Why are they qualified to complete the transaction?
To quote my girlfriend, its 2008. Surely some kind of tech solution can make it so the customer doesn't have to be dependant on somone calling them back. Whenever that happens.
Any model like this, and I've encountered it even with my Cable company is just more hassle for the customer.
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ATTENTION ALL POTENTIAL DELL BUYERS AND DELL REPRESENTATIVES:
I purchased a Dell XPS system recently, but prior to purchasing the system I called Dell to inquire about return policies etc. Like any smart shopper, I asked "What if Dell lowers the price on the system or offers a better deal soon after I purchase this one?" The sales agent reassured me that if I purchased a laptop and did not open the packaging that I could return the system, worry free and not have to pay the 15% restocking fee (as long as the system is not opened nor used.)
Dell offered a better deal recently on the same laptop, but they had already shipped the first one. AGAIN, I was told that I should just receive the first laptop and then return it, unopened without having to pay 15% restocking fee. So I purchased the other Dell XPS Laptop for 1300$, expecting to simply return the first laptop once it is received.
I received the first laptop yesterday that I had ordered and when I called Dell to begin the return process I was told that I would HAVE TO PAY the 15% restocking fee! That's almost 200$!!! When I informed the customer service agent that I had been told otherwise and that the laptop is still in its original shipping box, unopened, she simply said that there was nothing she could do about it. I even have THE NAME (**Kaylee**) of the customer representative that I spoke with initially who told me that I would not have to pay the restocking fee. WHAT SHOULD I DO?!?!?! I was directly LIED to by a Dell service agent, the laptop is still unopened and was only ordered 1 week ago.
I purchased a Dell XPS system recently...I could return the system, worry free and not have to pay the 15% restocking fee (as long as the system is not opened nor used.)...Dell offered a better deal recently on the same laptop, but they had already shipped the first one. AGAIN, I was told that I should just receive the first laptop and then return it, unopened without having to pay 15% restocking fee. So I purchased the other Dell XPS Laptop for 1300$, expecting to simply return the first laptop once it is received.
Ouch - that's pretty ridiculous that they'd tell you one thing and then not honour it! It's a Dell XPS system, so I presume it's for home, not a business? I've noticed that with home users, Dell offers a 30-day money back guarantee where you can send it back for any reason. But with business customers, Dell isn't quite so flexible - they've tried to stick me with the 15% restocking fee a couple of times.
My advice? Return the whole thing. You only bought it a week ago, right? So you should be able to call Dell up and tell them you don't like the laptop, the size, weight, whatever. Then re-order the laptop at the new, lower price. Another option would be to call customer service, and ask to speak to a manager - and if he doesn't budge, ask to speak to his manager. Don't give up - be tenacious. And tell them you're writing about this experience on a blog - sometimes the pressure of bad PR will make Dell do the right thing.
Or, better yet, don't buy a Dell at all - I don't think companies should be rewarded for treating their customers poorly.
Let me know what happens!
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I'm having a similar experience. I had purchased a Mini 9 plus a notebook sleeve from Dell Canada. I had called Dell Canada prior to purchasing the notebook online with the specific concern if the notebook's keyboard is too small for me to type with that I can return it. The Dell agent noted that I had 30 days to return if I did not like the notebook.
I used Dell Canada's website within a few days of receiving the notebook to submit a request a return, and it's been three weeks and another additional return request on Dell's website. So far, all I have gotten are calls from Dell agent trying to talk me out of returning the notebook. And their promises that another agent from the return department will call/email with instructions to send the notebook back.
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Dell's deceptive sales department
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