Hubby and I bought his youngest brother a laptop (Dell) a few years back. Some time ago, the battery went bad--the laptop didn't even recognize its existence.
So I called up and ordered a new battery...from Dell. It gets here and we finally get it into the computer--and it doesn't work. The computer "saw" it, but it wouldn't take a charge. When I call Dell to return it, they said "Oh, you're over the 21 day return policy."
No supervisor to speak with wherever the hell "customer service" was located. No way to contact Dell in the US--which I'm told is very typical of them. So, since I bought it using Amex, I called them. They said that since it didn't work from the start, it didn't qualify as my breaking it, so sorry, no help there.
BUT...then I get a letter from Amex, that they've stopped the disputed charge, contacted Dell, and got an RMA number for me to return the battery (return receipt)--and send that to Amex. And no charge for the battery.
So, I did all that, and included a letter which stated things like "while customer service was not rude, they were not helpful--perhaps they lack sufficient authority to deal with problems," that a 21-day from date of order return limit is inadequate since it inhibits customers buying backups and "perhaps Dell should suggest clearly that customers check upon receipt any item purchased," and that since I had ordered the battery by phone to ensure I got the right model (and relied on the verbal representations that it would work), these reassurances that the battery was the correct model and would work was an express warranty that superseded any written disclaimer, per the Uniform Commercial Code, Art. II, section 2-316(a).
A friend who's actually certified for Dell laptops checked it out, ordered a battery, and determined that both the original and the one we bought were bad--that it was NOT the laptop, as claimed by Dell.
So, at least we only paid for ONE working battery.
I guess that if I were to buy from Dell in the future, I would make sure that I use a credit card that's willing to halt payment on disputed amounts.
So I called up and ordered a new battery...from Dell. It gets here and we finally get it into the computer--and it doesn't work. The computer "saw" it, but it wouldn't take a charge. When I call Dell to return it, they said "Oh, you're over the 21 day return policy."
No supervisor to speak with wherever the hell "customer service" was located. No way to contact Dell in the US--which I'm told is very typical of them. So, since I bought it using Amex, I called them. They said that since it didn't work from the start, it didn't qualify as my breaking it, so sorry, no help there.
BUT...then I get a letter from Amex, that they've stopped the disputed charge, contacted Dell, and got an RMA number for me to return the battery (return receipt)--and send that to Amex. And no charge for the battery.
So, I did all that, and included a letter which stated things like "while customer service was not rude, they were not helpful--perhaps they lack sufficient authority to deal with problems," that a 21-day from date of order return limit is inadequate since it inhibits customers buying backups and "perhaps Dell should suggest clearly that customers check upon receipt any item purchased," and that since I had ordered the battery by phone to ensure I got the right model (and relied on the verbal representations that it would work), these reassurances that the battery was the correct model and would work was an express warranty that superseded any written disclaimer, per the Uniform Commercial Code, Art. II, section 2-316(a).
A friend who's actually certified for Dell laptops checked it out, ordered a battery, and determined that both the original and the one we bought were bad--that it was NOT the laptop, as claimed by Dell.
So, at least we only paid for ONE working battery.
I guess that if I were to buy from Dell in the future, I would make sure that I use a credit card that's willing to halt payment on disputed amounts.
