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Nightmare Return Process for Dell



Yeesh! We all know dealing with customer service can be hit or miss and you take your chances with whomever picks up your call. Jason Dunn of Smartphone Thoughts has chronicled his recent nightmare trying to return a Dell Mini-9 Netbook, and from the looks of things Dell has made a hard time even harder by inserting the original sales person into the process. That’s a recipe for delay and frustration no matter how you look at it in these days and times. I wonder what happens if you make an order on line and then need to make a return?

Via jkOnTheRun

1 Comment

1 Comment

  1. GoodThings2Life

    11/03/2008 at 8:05 am

    I’ve never had to return personal purchases through Dell, so I can’t comment on that. However, I have had to do so for double-shipped orders and other problems on the business side, and I did NOT have any issues since I was able to work with my sales rep.

    In all cases, the sales rep processed the return quickly and all I had to do was box the system back up and ship it back.

    I’m sure this type of issue is common regardless of vendor though. No company likes big-ticket item returns, so I think there are hoops involved just to distract customers into sucking it up and keeping the product. Not very customer friendly, by any means, but I’ve had a few times where further reflection prompted me to keep something and figure out solutions on my own… or at least sell it to someone else.

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