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very dissatisfied with customer service

Posted Fri May 20, 2011 11:29 am, by Theresa J. written to Dell Computer Corporation

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I ordered a laptop online. Most companies provide free shipping and free returns. I understood that if I returned it I would have to pay the shipping. However, even though I had planned on purchasing another computer from them right away, they not only charged me 50.00 for shipping, but a 93.00 "re-stocking" fee.

I would like them to reimburse me the re-stocking fee and the shipping fee.

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Re: very dissatisfied with customer service

by SquireDude Posted Fri December 23, 2011 @ 12:01 PM

Purchased XPS 17 L701X 11/23/2010 with the express requirement that
the RAM but up-gradable to 16GB. I am a 10+ year purchaser, user and
recomender od Dell computers in the past... but that is all about to
change!

Since the machine was delivered I have been experiencing performance
issues to which numerous calls to TS and Solution Stations has
resulted in 3 complete rebuilds to factory and parts replacements.
(See my history in your call center and Solution Stations service for
this machine 7NSRSSN1.)

Now that it has been determined that I need a RAM upgrade I called
Sales (12/17/2011) to purchase the Upgrade to 16GB (4x4Gb Chips) Ram
as advertised and clearly displayed in the Dell Support Center
software. I called TS to assist with the install of the chips
(12/19/2011) where it was discovered that the motherboard only has 2
slots. I am then told that Dell does NOT certify the 2x8GB chips and
that this machine is only up-gradable to 8GB Ram.

I was informed that during the purchase Dell offered an optional i7
CPU (w/3GB Video Ram) and 16 GB (4x4GB) Ram... NOT being a gamer, but
a professional programmer for over 20 years with my own software
business since 1989, video performance is NOT a criteria BUT System
RAM is and I took special care to make very sure that the purchased
machine could be upgraded to 16GB Ram.

I am not being offered any solution by TS and it has been suggested
that this was a misrepresentation on the product and a refund or
exchange for the correct (required) product is in order.

Re: very dissatisfied with customer service

by Harleycat Posted Sat May 21, 2011 @ 11:59 PM

What companies offer free returns on electronics?

I can see the re-stocking fee but....

by Bill R. Posted Fri May 20, 2011 @ 12:35 PM

50 bucks does sound a tad high.
This is what they are offering on their site right now:

Purchase Get...

Any Desktop & All-in-one $9 flat rate for 7 Day Shipping & Handling!

Any Laptop & Netbook (before tax and fees) $9 flat rate for 7 Day
Shipping & Handling!

Electronics & Accessories $49 or more
(before taxes & fees) Free 7 Day Shipping & Handling!

Dell Streak 5,Streak 7,Venue Pro & Venue Free 2nd Business Day
Shipping & Handling!


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