- Report: #475867
Report - Rebuttal - Arbitrate
Complaint Review: Dell Inc.
Dell Inc.One Dell Way Round Rock, Texas U.S.A.
Dell Inc. Dell Refuses To Do A Product Exchange For A Damaged On Arrival Brand New Computer (I'm within 21 days of purchase) Round Rock Texas
*Author of original report: After over 2 1/2 long months, I finally got a refund...
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I purchased a brand new Dell Studio XPS 435T (~$3100) on July 15, 2009 and received it on July 20, 2009. Like a little kid at Christmas, I take the toy that I custom built out of the box and plug it in. Well, apparently, Dell sent me a huge lump of coal-Well, actually, that's all they have ever sent me.
During it's first boot, it took only five minutes until I saw my first blue screen of death (processor, video, and hard drive errors) and it wouldn't do anything past getting, barely, to the desktop. I guess Dell is trying to beat its less than stellar quality rating...ZERO
When I contacted Dell, they routed me to technical support. Of course Dell Technical Support wants to run two full days worth of diagnostics on a brand new computer, a computer that has never been used and should have been exchanged, and then send a tech out with a motherboard. Unfortunately, they make getting a replacement system more trouble than its worth: First, you have to cancel your order and get a CRA number; Second, you have to return the product at your expense (my shipping was free, so I feel that it should be free to go back); and then reorder (after all that, are you kidding?-if you like pain and decide to reorder, better make sure that you get a better deal than the one you got before to make up for the unnecessary hassle).
I see no reason why they can't just send me a replacement system tower and have me send the non-functional tower back in the box that they ship the new tower in-They did it before when they replaced the Inspiron E1505 with the Inspiron 1520 - COME ON!!!! I have been buying Dell since 1998.
I know the general public has to be wondering why I keep doing it. Lately, I have been asking myself the same question. At one time quality and customer relations were important to Michael Dell; however, now it's all about money and that's that. I don't complain that much, really, because I am pretty well-adjusted to the fact that everything I buy today is crappily made. It's just that I have had problems with EVERY Dell laptop and, for the first time, a Dell desktop. I guess it's just too much to ask for anything to work longer than five minutes these days. These problems I have are supposedly "rare" according to the Dell Reps I have talked to. How rare are they, really?
I want a system exchange done in old RMA fashion. That's the least you could do. If you did that and it arrived in great shape and functional-meeting my minimal expectations, I would be happy. Don't make this a hassle, that's all our relationship has ever been is a hassle. Dell Reps have mentioned that they don't want to loose a longtime schmuck like me, so if you want me to keep throwing money at you to help you pay for your mansions, your mansions, your lavish vacations, and your philanthropic efforts, then please fulfill my reasonable request for a SYSTEM EXCHANGE
Baldwinsville, New York
This report was posted on Ripoff Report on 08/02/2009 08:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Inc/Round-Rock-Texas-78682/Dell-Inc-Dell-Refuses-To-Do-A-Product-Exchange-For-A-Damaged-On-Arrival-Brand-New-Compute-475867. 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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