I ordered a Dell Inspiron One 2305 desk top computer with a 1TB hard drive. I received my computer the end of April, 2011 and on May 5, 2011 I received the following email:
Sent: 5/4/2011 2:05:33 P.M. Eastern Daylight Time
Subj: Your Dell Order Number # 664741936
Dear Dell Valued Customer,
Thank you for choosing Dell for your purchase of the Inspiron? ONE 2305 Desktop. We hope you are enjoying your new system. Please be advised that we have discovered an error that occurred during processing of your order and resulted in you receiving a system with a different hard drive capacity than you ordered. Our records reflect that you ordered the system with a 1TB* hard drive, but you received a system with a 500GB* hard drive.
We would like to offer you two alternatives as a result of this error. You can keep the system as is and we will send you a coupon code* in the amount of $50 to be used for a future purchase on Dell.com. Or, you can return the system for a full refund. If you choose to return your system, you will need to backup all your data and delete it before returning the system to Dell.
Please contact our Customer Care Team at 800-289-3355 to inform them of your preference. We truly value our relationship and reputation with our customers, and we are sorry for any inconvenience this may have caused.
Dell Customer Service.
*GB means 1 billion bytes and TB equals 1 trillion bytes; actual capacity varies with preloaded material and operating environment and will be less.
*Single-use Coupon Code expires 12/31/2011. Coupon can be combined with other discounts. Only one coupon may be applied per cart at checkout. Offer does not apply to, and is not available with refurbished items or spare parts. Purchase limit of 5 items per order. Not valid for resellers and/or online auctions. Offer excludes Tumi, Monster, PNY Quadro graphics cards, Yamaha, Bose speakers, SLR Cameras and Lenses, Sharp LED TVs, Samsung TVs & Samsung Home Theater Products, OLED TVs, Sony electronics and gaming products, Dell Ink & toner, non-Dell monitors, and Commercial monitors (Series E, P, G and Ultrasharp).
I did not see this email until July 22, 2011 when I was looking for a phone number for Dell to report that my computer kept going to a black screen and the only thing I could do was hold in the power button until it shut down.
They informed me that I cannot return the computer for a full refund because it is past the 21 day limit for returns. The email does not state a time limit for returning the computer.
Dell customer service offered to replace the hard drive with a 1 TB hard drive and said a service tech would call me and schedule an appointment. I got a call from the automated service department on Monday, 8/1 stating the tech would be there that day between 1 and 5.
I pressed 1 to let them know that I was at work and would have to reschedule. I took a half day off of work on Tuesday, 8/2 for a 2 to 5:30 appt. The tech never showed or called. I spent the next hour and a half on the phone with Dell, explaing that I could not take another day off and that an appt for the following morning was not acceptable.
The next morning, 8/3, I got a call while at work stating that the tech would be there between 1 and 5. When the tech called to say he was on his way, I told him I wasn't home and the only convenient time for me was a Saturday appt.
Guess what? They refuse to work on Saturday!!! I now have an Insprion One that has a hard drive wiped clean and I'm not able to use it and I can not get any help at all from Dell.
All I want to do is return this defective piece of crap, get a full refund and buy a "real" computer! Is there any way that this is going to happen? Is there anyone that I can call to get this straightened out? Not once did they "schedule" an appt with me. They took it upon themselves to come when it was convenient for them.