1 Rookie
•
4 Posts
0
223
Refund and collection
Hello folks,
Well, I bought an Alienware AW2724DM and I received a faulty one. The colors were awful and the white was yellowed.
Called customer service and they ordered a replacement (the assistant didn’t give me any other option)
The replacement arrived 1 week after and it has the same issue. Oversaturared colors and white is yellowed.
So, I ended up giving up on Dell/Alienware. My girlfriend has a Dell monitor and the image quality is terrific, that’s why I decided to go with Dell/AW.
However, I got another problem. I have two monitors with me right now and after talking to the customer assistant, Dell can’t collect both at once. Is that right? I was told that one will be collected, then I have to wait for it to arrive at Dell, then another collection will be arranged for the replacement, and I will have to wait again for it to arrive at Dell, AND then, my refund will be processed.
Was this a misunderstanding between the agent and I or is this the policy?
Chino de Oro
5 Practitioner
5 Practitioner
•
5.6K Posts
0
November 27th, 2023 08:25
For the main query of your post, as far as I know, the return option offers customer to select pick up or drop off. Whichever the case, each transaction would have its label provided separately. If you chose pick up option for convenient (as many others), the pick up schedule can be uncertainty and dependency on Dell arrangements. Drop off option, on the other hand, you can control of where and when. As long as you have authorized return labels for both, send them at the same time if you want, in separate box of course. Just do not allow any accidental damage happens while they are in your hands.
Off topic from your post, although you may have had determined those monitors are defected, I don't believe in coincidence and I think that you did not try the correct color profile settings. There are quite some experience folks in Alienware community that can provide valuable advises if you would have asked.
Chino de Oro
5 Practitioner
5 Practitioner
•
5.6K Posts
0
November 25th, 2023 07:47
That sounds about right. Your first return authorization was a return for exchange. Your second return authorization was a return for refund. The referencing return labels are different to be sent in the same package. But it should not be a problem to be shipped at the same time if you already had both return labels.
Rodrigojxf
1 Rookie
1 Rookie
•
4 Posts
0
November 25th, 2023 23:24
@Chino de Oro That sounds just dumb and more work. I have 2 packages, 2 boxes here, and both products are defective. Why don't collect both at the same day/time and give my refund?
Chino de Oro
5 Practitioner
5 Practitioner
•
5.6K Posts
0
November 26th, 2023 04:16
@Rodrigojxf , you did not read the comment properly. The last sentence did suggest that should not be a problem to send both the same time. Just ship them back already instead of wasting time asking about Dell policy.
Why didn't you return the first monitor while Dell was sending you a replacement? I know that Dell gives ample times for a return but, why do you still hold on to both monitors? and if something would of happened to them, you are giving Dell reason to charge you for both.
Rodrigojxf
1 Rookie
1 Rookie
•
4 Posts
0
November 26th, 2023 14:07
@Chino de Oro
I get what you mean, let me make it more clear.
Everything was quick. I received the first monitor on the 16th of November. It was a Thursday, I tested everything and it was faulty. Contacted them the next day and after an hour with the tech support, they ordered a replacement.
The replacement arrived on the 24th of November (a week later) and it seems by their policy, they can only collect the original one after the replacement arrives. Ended up with the replacement being faulty too and on the same day, after many tests, I contacted them for a refund.
That is my story and you can see everything was quick.
Rodrigojxf
1 Rookie
1 Rookie
•
4 Posts
0
November 27th, 2023 18:14
@Chino de Oro Well! I'm trying to get them to generate two labels and then I can send both back. I tried many colour profiles, calibrated with my tool and nothing was solved. Although I could calibrate it to the white that I wanted, the other colors, specially green and red, were oversaturated.
That's why I want to send them back, too much headache for something that I bought as new.