Dell Australia - Getting a Refund

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Dell

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  Greem85 on 25/05/2021 - 10:27

  Call Dell once again, ask to speak to an Australian-based office, and explain to them you expect this item to be repaired or replaced, as per your min. 1 year warranty under consumer law. If they refuse or claim you are not owed this service, inform them you will make a report to ACCC.
  https://www.accc.gov.au/consumers/consumer-rights-guarantees…

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    thedriver on 25/05/2021 - 12:18

    +2

    "ask to speak to an Australian-based office"
    This wont work, they will not transfer you, they have internal policies in place against that.

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      Associated[Deactivated] @ Dell on 27/05/2021 - 13:05

      This is false, phone support is Australian Based, only email and chat support is Indian Based.

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  JimmyF on 25/05/2021 - 10:43

  +3

  I purchased a Dell XPS 13 7390 two months ago, which has since become obviously faulty (no power on).

  Just get it fixed, dell repairs are fine.

  Trying to get technical support is hopeless (online outsourced chat support who seem not to understand).

  Tech support has a checklist they need to work through before logging a hardware call. Stop fighting the process and just answer the questions.

  Long story short, many moons ago we use to log hardware calls on dead HP servers (blades that wouldn't power on know firmware issue that bricks them). To get a call logged even after telling them the unit won't power on and is 'dead', was silly questions like what error is on the screen, what light status and what OS do you have installed. All questions that have no meaning to the problem, but part of what is required.

  You can fight it or just answer and move on. I use to question them, but in the end we just went in circles and burned up time, So then iit was like nothing on the screen, no errors lights displayed and give them the OS type. They are like, ok we'll log a call for you. Easy to work with the system than fight it.

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    Chandler on 25/05/2021 - 12:31

    Tech support has a checklist they need to work through before logging a hardware call. Stop fighting the process and just answer the questions.

    This. Missus was having issues with wifi - called in-house IT support. One of the first questions: is the blue cable (ethernet) plugged in. Tech obviously was going through a "networking issue" checklist.

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  iDroid on 25/05/2021 - 10:45

  Expect to spend a lot of time on the phone arguing. You will get there in the end.

  Had a similar issue and took a couple of weeks of calling and arguing daily to eventually get my refund.

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  deliriouss on 25/05/2021 - 12:19

  +1

  Did they offer to repair it for you or did you insist on a refund and refused other remedy?

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  thedriver on 25/05/2021 - 12:23

  Do your support case via email preferably.
  That way:
  a) You have a full history of the entire interaction (e.g. for any necessary escalation process)
  b) You can do it all in your own timeframe
  c) You can send photos, screenshots and explanations etc.
  d) You can easily ask for it to be escalated
  e) You can avoid ambiguity.

  This is your best method and they will be forced to offer you a repair or replacement.
  A refund is likely not required under Australian consumer law for this though.

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    mrhashish on 26/05/2021 - 21:30

    Damn right your entitled to a refund, not turning would def come under 'a major fault".
    Tell dell to come get it and give your money back if your want a refund over a repair/replace.

    Likely not required… This sorta thing is what they hope for, people expecting that option will be offered to them rather than having to demand it. If it is a major fault they have to commit, minor or when it's a service provided are when they can refuse a request for a full refund.
    Please read below in case they changed the rules (don't think they have in forever but maybe)

    Repair, Replace, Refund - Accc

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    deliriouss on 27/05/2021 - 11:55

    Solid advice but from my personal experience and not related to Dell, it is getting increasingly difficult to get written correspondences from tech company these days. The online support team usually don't have enough authority to handle escalated cases, once you have escalated your case past a certain point, they will almost always tell you that your case can only be handled over the phone.

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    Associated[Deactivated] @ Dell on 27/05/2021 - 13:08

    Dell email support is Indian based, phone support is Australian. You can send documentation by email and all calls are recorded.

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  Gabbatron44 on 25/05/2021 - 21:07

  Very interesting to hear how you go having just bought from Dell via eBay

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  sicaboy on 25/05/2021 - 22:07

  Dell's refund policy says there are 15 days from you purchase the machine that you can get a refund. Not sure if they will refund you as you have used the machine for 2 months.

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    Associated[Deactivated] @ Dell on 27/05/2021 - 13:10

    Yes after a month, a refund only happens on older systems if there are more than 3 dispatches of parts/labour repairs and its approved after escalation.

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  Richardc on 26/05/2021 - 07:01

  +1

  They usually do remote diagnostic then in home repair, just answer their questions, so they can do the checklist and send some one in to repair it.

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    Associated[Deactivated] @ Dell on 27/05/2021 - 13:13

    This is correct, after a guided resolution troubleshooting and checklist if a problem is found, they should send a technician with parts/labor or parts if customer can replace parts.