Dell refurbished desktop order mistake

[Eno Safirey]

I ordered an Optiplex 7010 small form factor from their online site. They sent me a mini tower by mistake. I thought, oh well, mistakes happen.

So, I contacted them expecting a simple process of returning the one and replacing it with the correct one. Nope, they said they are not responsible for
mistakes on their website and it was provided by a refurbisher they selected, so tough luck.

I own three Dell desktops and two Dell laptops...I am now stuck with a box I didn't want. I guess I'm done with Dell.

 

[UsandThem]

That doesn't sound right at all. Did you order it directly from Dell or a 3rd party?

You ordered product A, but they sent you product B instead, and then told you "too bad, so sad"? If this is what happened, you should speak to a different customer service person / manager.

Edit:

I looked up that model you said you bought, and even though they don't have any in stock when I looked, you likely bought it from https://www.dellrefurbished.com/

I looked at their return policies in their FAQ section, and it states you can return it within 30 days with no restocking fee if the item is defective, or the return is the result of a DFS (Dell Financial Services) error.

 

[Eno Safirey]

Dell can't find my order number in their system, even though I have a copy of my receipt. Does Dell have a number you can call to cut through the red tape?

 

[UsandThem]

Just their number listed on their FAQ section.

If they don't have record of your order, maybe you bought it from a site that is not affiliated with Dell? None of this makes sense honestly.

 

[Steltek]

Dell ( www.dell.com ), Dell Outlet ( www.dell.com/outlet ), and Dell Financial Services/Dell Auctions (www.dellrefurbished / www.dellauction.com ) all have different contact phone numbers, separate websites, and separate order systems, I think. Which one did you purchase from? None of these websites sells through 3rd party refurbishers (I think).

Sounds like you possibly ordered on an unaffiliated website. What company charged your method of payment? If it was Dell Refurbished, the charge should show DFS or Dell Financial Services.

Funny coincidence, I was playing around with Mozilla's encrypted DNS service recently and, for some reason, Dell's website was forwarding me to Dell Nigeria this morning. Something tells me it isn't ready for prime time, yet.

 

[Eno Safirey]

Dell Financial Services is the name on my bank statement. The item was sent from a company in Tennessee. Dell Refurbished.com sent me the invoice.

I have been involved in HOURS of negotiations with Dell. No resolution.

 

[Steltek]

Then it was definitely Dellrefurbished.com. 1-800-891-8595 is the phone number. If your invoice specified a 7010 SFF system, they ought not give you a problem with a return per the FAQ shown above by UsandThem.

 

[Eno Safirey]

Yay! I finally got some traction with the Unresolved Issues Team. They are sending a new unit and sent me information to print shipping labels to return the other one. It took a lot of hustling to get this matter settled. Thanks to all of the posters for your advice.

 

[Steltek]

Glad to hear it worked out for you in the end.

 

[Hail The Brain Slug]

If I was given the runaround like that I would've contacted my credit card issued about a chargeback. The FTC states consumers are absolutely not responsible to pay for merchandise they did not order.

If a company sends me the wrong product it's 100% their responsibility to fix the problem. I'm willing to go through a reasonable effort to work with them but if they tell me "tough luck" you bet I'm going through more powerful channels than calling support again.

 

[Eno Safirey]

The effort I had to go through to get this matter straightened out is something Dell needs to address. I don't know how to state this without being accused of something...but dealing with call center employees in foreign countries that are working from a script is challenging to say the least.