Dell Computer, Dell Canada Dell applied unauthorized charges, refuses to issue full refund, horrid customer service North York Ontario

last time I needed a refund on a card purchase I was told it could take 30-60 days to appear on my credit card.

The reason being is to prevent the consumer from trying to commit fraud against companies. I'm glad you got your money back from dell.

Most credit card refunds are processed and posted within DAYS, not monthly cycles. Speaking from experience with Best Buy, Future Shop, Costco, countless other small shops. This process took so long simply because Dell's Financial Dept was dragging its feet, nothing else. Apparently, there are serious communication/organizational issues within this company.

Sounds about right. Most credit card refunds take 2 monthly cycles to process properly.

Well, Dell finally managed to post the remaining amount to my credit card. Transaction date shows June 14th, 2009. Almost 2 months of runarounds. That's Dell's "customer service" for you, folks.

I got another email from Raymond A. Ocampo earlier today claiming full refund amount was issued. Attached were three credit memos... $126.87 + $361.61 + $8.01 = $496.49.... but amount that I was charged was $568.48!!!!

This is simply unbelievable. I was pretty patient until this point, but enough is enough. The customer service in this company is absolutely incompetent and can't even add it seems.

BBB and Canada Fraud Agency complaints first thing tomorrow morning and a call to my credit card provider to request chargeback. Jesus freaking Christ!!!

So I called Dell customer care again this morning...

Guess what... "we are working on it" and "we are waiting for our financial dept to contact us"... AGAIN...

I asked to speak to someone from the financial dept, but apparently it's impossible because "financial dept is our internal dept". I then asked to speak to someone who can communicate to the financial dept, to which the answer was again "we're working with the financial dept to get this resolved"... not what I asked... but whatever... At this point I asked to be transferred to the manager.

Slightly better results with the manager. The lady told me that she escalated the request with the financial dept manager so that the FULL REFUND is issued. They were supposed to issue $80 and instead issued $8.01. She has no idea why. And (of course), they're still working on it.

At least she gave me some sort of timeframe ("Give me 2-3 business days to deal with this"), so we'll see what happens in 3 b.days.

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.

Shipping was free.

I don't see how they can charge me a restocking fee on the amount I never authorized to be charged. For all I know, they could charge me $10,000 and then keep the 15% "restocking fee" as a favor for letting me keep some of my money. Nice.

I"m not sure how much your shipping was, but the 568.48 - tax, times 15% for the restocking fee comes out to real close to 72$ with just my rough numbers.

I am willing to bet they have charged you the restocking fee on the 568.48 instead of the restocking fee on the original price.

Don't forget to take that out of the equation. You will still end up paying them right around 25$ (25.35) for their restocking fee. They charge that to all cancelled orders.


So we are down to needing to explain $46.99 of your mystery fees. How much was shipping? They may still be charging you to have the item shipped both ways. Normally on a cancelled order they charge you to ship it back to them too. Was shipping like 23.50$?

If so, then 23.50 + 23.50 (Shipping charges both ways) + 25.35 restock fee = 72.34$ so we are real close to the number you are quoting. Ask them if your shipping charges were removed or if you were still charged, and ask them if they did charge you a restock fee.

Just found another partial refund in the amount of $8.01 on my credit card statement (30 May 2009). Zero communication from Dell as to why this particular amount was issued when I was still owed $80.

To recap, I was charged $568.48 even though my checkout total was $206.87.

Three partial refunds issued so far: $361.61 (2 May 2009) + $126.87 (8 May 2009) + $8.01 (30 May 2009) = $496.49

Amount still owed to me = $568.48 - $496.49 = $71.99.

This is comical really. I have no idea where Dell comes up with these numbers and why there are 3 separate refunds. NO COMMUNICATION WHATSOEVER.

I will call customer care (again) tomorrow morning to try to sort this out one last time and then call my credit card provider to ask for a chargeback. This is getting ridiculous.

In reply to employee posting, I provided the confirmation numbers in my original posting. Here's also a case number referenced by Raymond A. Ocampo: SR#1037229486.

Could you please give me the Service Request or Case number or any information you had given them I'm curious as to what the notes say, But to my knowledge they should be able to transfer to Financial (though I've never had to do it but I also no longer take calls)

In response to Dell Employee advice...

I already called and e-mailed customer care numerous times. Last response was "We are waiting for our Financial Dept to contact us"... the same thing I've been hearing for 3 weeks now. It appears that Dell's Financial Dept is located on Mars. Customer care is useless.

Simple math tell you that that 85.72 would be a 15% restocking fee, but as you had called in attempting to get the order canceled I do feel that you shouldn't of been charged that and my recommendation would be to contact customer care, give them one of the following a Case Number / Service Request / Customer Number / Possibly the confirmation number you posted here, then explain how you called in while the system was still in, In Production and was unable to get it canceled for some reason and hopefully you can get it refunded or if that fails attempt to dispute the charge with your credit card company.

Simple math tell you that that 85.72 would be a 15% restocking fee, but as you had called in attempting to get the order canceled I do feel that you shouldn't of been charged that and my recommendation would be to contact customer care, give them one of the following a Case Number / Service Request / Customer Number / Possibly the confirmation number you posted here, then explain how you called in while the system was still in, In Production and was unable to get it canceled for some reason and hopefully you can get it refunded or if that fails attempt to dispute the charge with your credit card company.

A correction to my earlier report. I made an error calculating the amount that Dell still owes me. It is actually more - $80 (not $58.68).