Report: #475907

Complaint Review: Dell Financial - Austin Texas

  • Submitted:
  • Updated:
  • Reported By: TRENT Texas
  • Dell Financial PO Box 81577 Austin, Texas U.S.A.

Dell Financial Services Customer Service Refused to replace or credit a netgear wireless router that was defective Austin Texas

*Consumer Comment: Unfortunately

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I bought a netgear wireless-n dsl router as suggested by the online representative. I wasn't at my home when it was delivered in fact I had to go to multiple funerals out of town and didn't return until 3 weeks later, then I opened the box. I plugged everything in just as instructed and I am pretty well versed on internet and modems. When I went to plug in the dsl jack it wouldn't even recognized it so after troubleshooting everything I had a friend try IT guy looked at the modem and said you have NO connection wires in the dsl slot. Even a telephone has copper wires in the slot which is how it connects...there were none and the slot was loose almost ready to fall out.

Clearly this was defective..so I called customer support. They told me I had 10 days to return it regardless...I explained my situation and they said regardless they were not replacing or refunding no matter what. I was not happy...It wasn't like I was joyriding, I had FUNERALS of my family in CALIFORNIA to attend to. Coming home and finding this not working and was defective during my bereavement and then the customer service agent acted very snide and hateful.They told me to contact netgear.

So I call customer support at netgear and give them the number id. They tell me where did you purchase it? I told them Dell and they told me that that number wasn't even in their system and that I would need to go through dell because they have their own codes and he couldn't refund or replace because the computer didn't recognize the id.

So here I am stuck with a piece of junk that cost me $119 and no help, I cannot fix it, I cannot do anything with it. I am actually leery of a replacement I just want to send it back to them and get a refund.

So...once more I called them back and told them what netgear said and they said that was wrong and they can do nothing about it unless I had purchased an extended warranty that they refused to replace or refund the item.

I think this is very poor business...they never tried to listen to me or work with me and I have been a very very loyal customer with them for 2 years. They over that time period did make lots of mistakes but they always were willing to fix it and have integrity. They don't even consider me a loyal customer, I could have just went to a local store or ordered elsewhere and next time should the need arise...I certainly will.

TRENT, Texas

This report was posted on Ripoff Report on 08/03/2009 05:36 AM and is a permanent record located here: https://www.ripoffreport.com/reports/dell-financial/austin-texas-78708-1577/dell-financial-services-customer-service-refused-to-replace-or-credit-a-netgear-wireless-r-475907. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment


AUTHOR: Ashley - (U.S.A.)

POSTED: Monday, August 03, 2009
You are outside a return period. It is not their fault that you went out of town for 3 weeks after ordering something from them.

What does the warranty that came with it say? Since you are outside of Dell's return period, they wont help you. You have to get the manufacturer to honor the warranty. Be firm with netgear when you contact them about the issue, make sure they know that this is a warranty claim.

Here is the info:

Should a product fail to perform within the warranted period, it will be repaired or replaced with the same or functionally equivalent product by NETGEAR, at its discretion, free of charge provided you:

(1) Return the failed product to a NETGEAR designated repair facility with shipping charge prepaid, and

(2) Provide NETGEAR with proof of the original date of purchase.

Repaired or replacement products will be returned to you with shipping charges prepaid.

Replacement products may be refurbished or contain refurbished materials. If NETGEAR, by its sole determination, is unable to repair or replace the defective product, it will refund the depreciated purchase price of the product.

This warranty does not apply if, in the judgement of NETGEAR, the product fails due to damage from shipment, handling, storage, accident, abuse or misuse, or if it has been used or maintained in a manner not conforming to product manual instructions, has been modified in any way, or has had any serial number removed or defaced. Repair by anyone other than NETGEAR or an approved agent will void this warranty. The maximum liability of NETGEAR under this warranty is limited to the purchase price of the product covered by the warranty.

Prior to returning any defective product, the end customer or the reseller from whom the end customer originally purchased the product must obtain a Return Materials Authorization (RMA) number from NETGEAR. All defective products should be returned to NETGEAR with shipping charges prepaid. NETGEAR will not accept collect shipments.

Except as specifically provided in this agreement or as required by law, the warranties and remedies stated above are exclusive and in lieu of all others, oral or written, express or implied. Any and all other warranties, including implied warranties of merchantability, fitness for a particular purpose and noninfringement of third party rights are expressly excluded. NETGEAR shall not under any circumstances be liable to any person for any special, incidental, indirect or consequential damages, including without limitation, damages resulting from use or malfunction of the products, loss of profits or revenues or costs of replacement goods, even if NETGEAR is informed in advance of the possibility of such damages.

here is how to get an RMA:


remember to be firm. You have a warranty with the company, make sure they realize this and don't take no for an answer. If they can't find the "number" in their computer, that is not your fault. So long as you have proof of purchase from Dell, that's all that matters.
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