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Dell's New Return Process is a Nightmare By jasondunn,  Oct 31, 2008  |    Fri Oct 31 19:38:44 GMT 2008

Dell's new return process (RMA) is horrible. It's beyond horrible: it's so frustrating it makes me not want to purchase a Dell product again.

The way it used to work? You'd call customer service, talk to an agent, and they'd issue an RMA via email. Pretty fast and simple, with only the occasional frustration of having to deal with an agent who tried to talk you out of returning a product.


The way it works now? I phoned Dell customer service on October 23rd, asking for an RMA on an Inspiron Mini 9. I was told that my request would be passed on to the sales agent who processed my order, and he'd phone me back. What? I have to wait for a phone call from a sales guy to return the product? Not surprisingly, a full week passed and I didn't receive a phone call - sales guys sell things after all. I phoned customer service again on the 28th of October, asking again for the RMA - this time, they emailed the sales guy again and told me they CC'd his manager. Two more days go by, and still no phone call from the sales guy.

On the 30th I call customer service again, and this time they give me his extension so I can phone him directly. I do, leaving him a message with all the details. No call back. On the 31st I phone him again, and after a few hours he phones me back - it's now been 8 days since he was supposed to contact me. He tells me he'll pass my return information to the returns department and I should expect a call from them within a week.

Dell's goal seems to be to make it nearly impossible for customers to return products, thus boosting their bottom line by reducing the money lost on returns. I've easily wasted two hours of my time with all the phone calls I've made, and at the time of this writing I'm still waiting to hear back from the returns department.

It simply staggers the imagination that Dell considers this process acceptable. I will now have to think very hard about whether or not it's worth ordering another Dell product in the future - they've created a nightmare return process that I never want to go through again.

Dell, go back to the old way of doing returns - the new system is a disaster!
jasondunn410.0
Comments: 4
Categories: Service and Support  

COMMENTS

atir  Nov 1, 2008
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after reading this testimony, I not sure I will buy Dell again... 
BMurphy  Nov 1, 2008
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I agree with Jason!! I've had nothing but good experiences with Dell return process, but if this is the process that they are working with now, I will have to really think hard about the next purchase!

Dell, Go back to the old process of customer service emailing out a RMA!

I was recently searching for a wireless mouse/ with micro-mini receiver, and in the process- ordered 3 of the wrong kind. When I finally did find the right product number (from the US Dell website), I ended up ordering 4- but the first 3 went back! in a very painless process!
coffeebandit  Nov 4, 2008
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I totally agree. Why did they changed the return system anyway. To make it easier on them. I buy my products and software from Dell.Hopefully by the time someone else or me have to return something, the old return system has changed back.
jasondunn  Nov 6, 2008
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For the record, yesterday I finally recieved my RMA return email - but I think that only happened because someone from Dell took notice of the fact that I posted about this issue on four of my Web sites. I've been told that this new RMA system applied to anything over $300...
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