• Report: #409229

Complaint Review: Dell Computer Corp.

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  • Submitted: Wed, January 07, 2009
  • Updated: Wed, January 07, 2009

  • Reported By:Las Vegas Nevada
Dell Computer Corp.
One Dell Way Round Rock, Texas U.S.A.

Dell Computer Corp. Christmas Gift Return Policy and mis-communication between departments!! Round Rock Texas

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This is how it started:

This about TWO orders but they would only let me type in ONE!They are: #s 545737276 and 545737284

I am SO NOT HAPPY RIGHT NOW! I ordered my daughter the PowerShot A1000 IS camera for Christmas,along with the items on order #545737284. She opened her camera on Christmas Day and it didn't have the settings she wanted. So, we went on-line and ordered her the camera she did want from Dell. I just called to get CRA numbers so that I could return these items and I was told that I cannot return them because I ordered them on 11/25/08 and 21 days was up! This is not fair. I ordered them in Nov. for Christmas!!

They weren't opened until Christmas Day so how was I to know that it was the wrong camera until my daughter told it was the wrong one!!?? And when I ordered all my gifts, I made it clear to the sales person that they were Christmas gifts and I was told that if they were wrong, I could return them and there was NO MENTION of the 21 day thing!

I already purchased another camera for her and I don't need a $179.99 camera....NOR do I need the camera pouch and charger I bought that the camera needed! A charger comes with the right camera that I ordered and the case will not fit it!

There has got to be a solution to this because these items were Christmas gifts!

I need CRA #s for Item #A20043971-Canon Power Shot A1000 IS-Blue on order #545737276 AND on Item #A06683101-Canon CBK 4-300-battery charger-AA-NiMHXx4

Item #A03539411 LowePro Rezo 60-pouch for digital photo camera on Order#545737284.
Thank you!!

This is the reply I got from customer service:

Your request to return your order number 545737276 (POWERSHOT SD1100 8MPIX-IS) has been received. Your order is now beyond our 21 day return period and I am unable to process a return. The 21 day return period is in line with industry standards, provides ample time for a customer to initiate a return, and is offered to our customers as a courtesy versus an ?All sales final? policy.

This is what I got back from the sales professional:

I am sorry that you had difficulty returning these items. We were instructed that Holiday gifts would have the ability to be returned propr to 1/15/2008.

I have already pulled your cases & noted the difficulty which you received with the confusion over the warranty on the cameras which we addressed earlier in the week.

I have also escalated a copy of this email direct to our management to have the issue picked up and addressed by our Resolutions Division. As we have already closed for the evening, I no longer have anybody in the office whom can submit the case for resolution this evening, however it should be submitted over the weekend for review as soon as possible.


When I sent customer service this note from the sales professional,this is what I got back:

Thank you for contacting Dell Online Customer Care.

Your request to return your order numbers 545737276 and 545737284 has been received. Your order is now beyond our 21 day return period and I am unable to process a return. The 21 day return period is in line with industry standards, provides ample time for a customer to initiate a return, and is offered to our customers as a courtesy versus an ?All sales final? policy.

No matter what I do, I can't get the CRA #s I need to return these items.

I also sent this in reply to another response:

What happened to #2 ??? Don't you do that anymore???


The Three Golden Dell Rules

1.Disdain inventory

2.Always listen to the customer

2.Never sell indirect


Our 21 days return guidelines are at par or better than what the competitors offer to any of the customers in the market.

This part of your letter is bunk when it comes to Christmas gifts. Everyone orders early for Christmas and if a gift isn't opened until Christmas Day and you don't know it wasn't right until Christmas Day then you should be able to return it up to 21 days after Christmas Day!
Most businesses give you up to 30 days after Christmas so that the receiver can return or exchange their gift for what they want.The important word being the word "gift" here! That being said, all this doesn't change what I was told and NO ONE IS LISTENING TO ME! I was told I had until Jan. 15th.BUT.....if this keeps up....that date will have come and gone and I will be stuck with a camera I don't need.....this even though I went ahead and reordered the right camera FROM DELL and am paying for it as well.

And once again.....I was told by the sales professional that sold me my products that holiday gift orders could be returned by Jan. 15th. The camera and accessories were a Christmas gift for my daughter. It wasn't opened until Dec. 25th.

The note from the sales professional is below is as follows:
I am sorry that you had difficulty returning these items. We were instructed that Holiday gifts would have the ability to be returned propr to 1/15/2008.

I have already pulled your cases & noted the difficulty which you received with the confusion over the warranty on the cameras which we addressed earlier in the week.

I have also escalated a copy of this email direct to our management to have the issue picked up and addressed by our Resolutions Division. As we have already closed for the evening, I no longer have anybody in the office whom can submit the case for resolution this evening, however it should be submitted over the weekend for review as soon as possible.

I have since sent several more replies and request and now I am being ignored.

The sales dept. is saying I have until Jan. 15th......customer service says I don't. You can't return items to Dell without CRA #s and if you do,they keep the product and will not credit your account.All I want to do is return the camera and accessories that was the wrong one and was a gift and it doesn't even matter to them that I re-ordered the right camera because my daughter needed it for a wedding she was going to.

Nobody at this company knows what's going on in each deptartment and it's even hard to get someone you can understand on the phone and if you do get someone and you can make out what they are saying,they just keep repeating the same thing over and over.

They say they pride themselves on customer service and this is the way you are treated? (chuckle)

Jan. 15th is fast approaching and I still don't have the #s I need.

Mrs. b
Las Vegas, Nevada
U.S.A.

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This report was posted on Ripoff Report on 01/07/2009 02:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer-Corp/Round-Rock-Texas-78682-2222/Dell-Computer-Corp-Christmas-Gift-Return-Policy-and-mis-communication-between-departments-409229. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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