rybeezy

I finally have an update to report on my earlier post regarding my bad experience with Dell. After weeks of playing phone tag, I finally received an email from Dell indicating that I have been credited for my return, minus all applicable restocking and shipping fees. I called and left one final message requesting some clarification on the situation since I had yet to speak to an actual person.

Today, I had a message waiting for me from the Dell Customer Service Rep on my machine when I got home from work. She stated that the Dell web site does in fact state that their technical support must determine if the problem was a defect for the restocking fee to be waived, however due to the circumstances, they would go ahead and waive it for me.But if you look at the Dell Return Policy linked from their Returns page:

Restocking Fees: Unless the product is defective or the return is a direct result of a Dell error, a restocking fee of 15% may be charged on hardware, accessories, peripherals, parts and unopened software still in its/their sealed package, and on software that has not been downloaded if the software is delivered electronically.

I still say it was defective, but at a minimum the problem was a result of a Dell error. Regardless, I see no mention of technical support needing to intervene. I still think their Return Policy is misleading and should be revised. Don’t get me wrong, I’m pleased that they waived the restocking fee for me in the end, but it wasn’t without my forcing the issue.

On a related note, I came across this post over at BuzzMachine.