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From: Daddy on 20 Apr 2010 12:08
Christopher Muto wrote:
> Daddy wrote:
>> Ken Tukyfriedturkey wrote:
>>> Me ol pa went to order a new Inspiron 17.
>>>
>>> His first web order failed due to his Visa card being rejected so he
>>> completed another order which was accepted.
>>>
>>> 15 minutes later he received an email confirmation for 2 x Inspiron
>>> 17's.
>>>
>>> Oh dear he then had to phone India and could not get the chap to
>>> understand his problem...........
>>>
>>> I told him to accept one and reject the other when they were delivered.
>>>
>> Dell advises not to reject a delivery...that actually makes things
>> more complicated. Instead, Dell advises to accept the delivery, and
>> then to contact Dell Customer Support.
>>
>> When calling Customer Support be sure to have complete details at hand.
>>
>> Daddy
>
> i suspect that dell's suggestion to accept delivery (which is what they
> suggest in the return policy on their web site) does more to protect
> dell than it does to protect the consumer. dell has a history of
> telling customers that they are unable to cancel an order that is
> already 'in production and this is absurd. i have shipped packages with
> ups and fedex and have been able to recall them while in transit and
> even redirect them to a new address while in transit so why can't they?
> i suspect it is just easier for them to set a policy that says they
> can not do it to simplify their procedures. it is not something that is
> pro-customer, not in the customer's best interest. they say that if you
> refuse a package it will take longer for you to get your money back, but
> if you charged it on a credit card i would simply call the credit card
> company and dispute the charge for the duplicate computer so that you
> will not be billed for it until the dispute is resolved. one accepted
> dell could charge you a restocking fee for the return as well as the
> round trip shipping charges - though they may waive these potential fees
> if they acknowledge that the duplicate order was indeed their error. i
> would not call dell about it, i would use their online chat so that you
> can document any conversation you have with them, and do it proactively,
> before delivery attempts are made.
> also, if you watch your 'my orders' page on dell.com you can see when
> each item is shipped, along with its specific shipper's tracking number
> which will allow you to accept the one you want and refuse the one that
> you don't want (as i suspect you ended up with slightly differently
> configured or priced machines when you ordered at different times).
> good luck.

Once again, Christopher, your insight is unparalleled.

If you don't accept the delivery, the carrier will try again, and maybe
again, until it finally schedules your package for return. Then the
package will be returned and will eventually show up at Dell and
eventually be recorded in Dell's system, where it will eventually get
processed. How long do you suppose it will take before you finally get
to explain your side of the story to Dell?

You can expect a longer wait and more red tape if, in addition to not
accepting the delivery, you setup a dispute with your credit card
company. Now you have to deal with the credit card company's procedures
and timetable. More delays.

On the other hand, if you accept the package, Dell gets notified more or
less at the speed of light, so when you call Dell to explain what
happened, they have all your information at hand, and can make
arrangements with you on the spot. If it's Dell's error, you won't be
charged to return the box.

Like every other retailer, Dell has the right to inspect returns and
charge a re-stocking fee. However, it's very unlikely that you will be
charged for restocking when the details of your arrangement with Dell
are recorded in their system (and your system too, if you chat with Dell
and receive e-mail confirmation of your arrangement), and the receiving
department can see that your box was unopened.

As with most gigantic bureaucracies, you get farther, faster with Dell
when you do things their way, no matter how ridiculous it seems. Trying
instead to do things 'your way' only adds complication and delay.

Daddy
From: Daddy on 20 Apr 2010 15:39
Christopher Muto wrote:
> Daddy wrote:
>> Christopher Muto wrote:
>>> Daddy wrote:
>>>> Ken Tukyfriedturkey wrote:
>>>>> Me ol pa went to order a new Inspiron 17.
>>>>>
>>>>> His first web order failed due to his Visa card being rejected so
>>>>> he completed another order which was accepted.
>>>>>
>>>>> 15 minutes later he received an email confirmation for 2 x Inspiron
>>>>> 17's.
>>>>>
>>>>> Oh dear he then had to phone India and could not get the chap to
>>>>> understand his problem...........
>>>>>
>>>>> I told him to accept one and reject the other when they were
>>>>> delivered.
>>>>>
>>>> Dell advises not to reject a delivery...that actually makes things
>>>> more complicated. Instead, Dell advises to accept the delivery, and
>>>> then to contact Dell Customer Support.
>>>>
>>>> When calling Customer Support be sure to have complete details at hand.
>>>>
>>>> Daddy
>>>
>>> i suspect that dell's suggestion to accept delivery (which is what
>>> they suggest in the return policy on their web site) does more to
>>> protect dell than it does to protect the consumer. dell has a
>>> history of telling customers that they are unable to cancel an order
>>> that is already 'in production and this is absurd. i have shipped
>>> packages with ups and fedex and have been able to recall them while
>>> in transit and even redirect them to a new address while in transit
>>> so why can't they? i suspect it is just easier for them to set a
>>> policy that says they can not do it to simplify their procedures. it
>>> is not something that is pro-customer, not in the customer's best
>>> interest. they say that if you refuse a package it will take longer
>>> for you to get your money back, but if you charged it on a credit
>>> card i would simply call the credit card company and dispute the
>>> charge for the duplicate computer so that you will not be billed for
>>> it until the dispute is resolved. one accepted dell could charge you
>>> a restocking fee for the return as well as the round trip shipping
>>> charges - though they may waive these potential fees if they
>>> acknowledge that the duplicate order was indeed their error. i would
>>> not call dell about it, i would use their online chat so that you can
>>> document any conversation you have with them, and do it proactively,
>>> before delivery attempts are made.
>>> also, if you watch your 'my orders' page on dell.com you can see when
>>> each item is shipped, along with its specific shipper's tracking
>>> number which will allow you to accept the one you want and refuse the
>>> one that you don't want (as i suspect you ended up with slightly
>>> differently configured or priced machines when you ordered at
>>> different times).
>>> good luck.
>>
>> Once again, Christopher, your insight is unparalleled.
>>
>> If you don't accept the delivery, the carrier will try again, and
>> maybe again, until it finally schedules your package for return. Then
>> the package will be returned and will eventually show up at Dell and
>> eventually be recorded in Dell's system, where it will eventually get
>> processed. How long do you suppose it will take before you finally get
>> to explain your side of the story to Dell?
>>
>> You can expect a longer wait and more red tape if, in addition to not
>> accepting the delivery, you setup a dispute with your credit card
>> company. Now you have to deal with the credit card company's
>> procedures and timetable. More delays.
>>
>> On the other hand, if you accept the package, Dell gets notified more
>> or less at the speed of light, so when you call Dell to explain what
>> happened, they have all your information at hand, and can make
>> arrangements with you on the spot. If it's Dell's error, you won't be
>> charged to return the box.
>>
>> Like every other retailer, Dell has the right to inspect returns and
>> charge a re-stocking fee. However, it's very unlikely that you will be
>> charged for restocking when the details of your arrangement with Dell
>> are recorded in their system (and your system too, if you chat with
>> Dell and receive e-mail confirmation of your arrangement), and the
>> receiving department can see that your box was unopened.
>>
>> As with most gigantic bureaucracies, you get farther, faster with Dell
>> when you do things their way, no matter how ridiculous it seems.
>> Trying instead to do things 'your way' only adds complication and delay.
>>
>> Daddy
>
> it appears that we disagree.
> if you never receive delivery of an item then you are not subject to the
> return policies of the vendor, and that gurantees there will be no
> restocking fee or shipping fees.
> if you watch your order status the tracking number will appear as soon
> as it ships. at that point simply call the shipper and tell them that
> you are refusing delivery. they will need the tracking number and
> destination address to do this. or if it is already out for delivery
> then put a note on your door stating that you refuse delivery and they
> won't attempt delivery again. if it is an item that does not require
> signature for delivery (not a pc or laptop) and it is left but still
> unopened you can still call up ups and tell them that you are refusing
> delivery and they will come and collect the package and return it to the
> sender (probably true for fedex too but haven't had to do it with them).
> though dell has had restocking fees stated in their return policies for
> some time now they historically had been quite forgiving of these fees;
> but that is not the case anymore. and it is very frustrating to have to
> invest more of your time in discussing the restocking fees with customer
> service people that are somewhat difficult to communicate with on the
> phone or online chat and who and not motivated to make returns any
> easier for the customer. if the charge was on a credit card then the
> buyer has no need to worry, simply call and dispute the charge. but if
> the buyer paid with a check or ach transfer or with dell credit then the
> buyer is in for a lot of work to get their money back.
> i trust the op can decide what they think is the best thing to do now
> that they know the basic options.

"if you never receive delivery of an item then you are not subject to
the return policies of the vendor, and that gurantees there will be no
restocking fee or shipping fees."

Incorrect again.

http://www.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=012#ustc

"Title to products passes from Dell to Customer upon shipment to
Customer." (Not 'upon receipt by customer'.)

"You must notify Dell within 21 days of the date of your invoice or
acknowledgement if you believe any part of your purchase is missing,
wrong or damaged." (Part of the OP's purchase is "wrong".)

"You must contact us directly before you attempt to return Product to
obtain a Return Material Authorization Number for you to include with
your return."

Daddy
From: Christopher Muto on 20 Apr 2010 18:42
Daddy wrote:
> Christopher Muto wrote:
>> Daddy wrote:
>>> Christopher Muto wrote:
>>>> Daddy wrote:
>>>>> Ken Tukyfriedturkey wrote:
>>>>>> Me ol pa went to order a new Inspiron 17.
>>>>>>
>>>>>> His first web order failed due to his Visa card being rejected so
>>>>>> he completed another order which was accepted.
>>>>>>
>>>>>> 15 minutes later he received an email confirmation for 2 x
>>>>>> Inspiron 17's.
>>>>>>
>>>>>> Oh dear he then had to phone India and could not get the chap to
>>>>>> understand his problem...........
>>>>>>
>>>>>> I told him to accept one and reject the other when they were
>>>>>> delivered.
>>>>>>
>>>>> Dell advises not to reject a delivery...that actually makes things
>>>>> more complicated. Instead, Dell advises to accept the delivery, and
>>>>> then to contact Dell Customer Support.
>>>>>
>>>>> When calling Customer Support be sure to have complete details at
>>>>> hand.
>>>>>
>>>>> Daddy
>>>>
>>>> i suspect that dell's suggestion to accept delivery (which is what
>>>> they suggest in the return policy on their web site) does more to
>>>> protect dell than it does to protect the consumer. dell has a
>>>> history of telling customers that they are unable to cancel an order
>>>> that is already 'in production and this is absurd. i have shipped
>>>> packages with ups and fedex and have been able to recall them while
>>>> in transit and even redirect them to a new address while in transit
>>>> so why can't they? i suspect it is just easier for them to set a
>>>> policy that says they can not do it to simplify their procedures.
>>>> it is not something that is pro-customer, not in the customer's best
>>>> interest. they say that if you refuse a package it will take longer
>>>> for you to get your money back, but if you charged it on a credit
>>>> card i would simply call the credit card company and dispute the
>>>> charge for the duplicate computer so that you will not be billed for
>>>> it until the dispute is resolved. one accepted dell could charge
>>>> you a restocking fee for the return as well as the round trip
>>>> shipping charges - though they may waive these potential fees if
>>>> they acknowledge that the duplicate order was indeed their error. i
>>>> would not call dell about it, i would use their online chat so that
>>>> you can document any conversation you have with them, and do it
>>>> proactively, before delivery attempts are made.
>>>> also, if you watch your 'my orders' page on dell.com you can see
>>>> when each item is shipped, along with its specific shipper's
>>>> tracking number which will allow you to accept the one you want and
>>>> refuse the one that you don't want (as i suspect you ended up with
>>>> slightly differently configured or priced machines when you ordered
>>>> at different times).
>>>> good luck.
>>>
>>> Once again, Christopher, your insight is unparalleled.
>>>
>>> If you don't accept the delivery, the carrier will try again, and
>>> maybe again, until it finally schedules your package for return. Then
>>> the package will be returned and will eventually show up at Dell and
>>> eventually be recorded in Dell's system, where it will eventually get
>>> processed. How long do you suppose it will take before you finally
>>> get to explain your side of the story to Dell?
>>>
>>> You can expect a longer wait and more red tape if, in addition to not
>>> accepting the delivery, you setup a dispute with your credit card
>>> company. Now you have to deal with the credit card company's
>>> procedures and timetable. More delays.
>>>
>>> On the other hand, if you accept the package, Dell gets notified more
>>> or less at the speed of light, so when you call Dell to explain what
>>> happened, they have all your information at hand, and can make
>>> arrangements with you on the spot. If it's Dell's error, you won't be
>>> charged to return the box.
>>>
>>> Like every other retailer, Dell has the right to inspect returns and
>>> charge a re-stocking fee. However, it's very unlikely that you will
>>> be charged for restocking when the details of your arrangement with
>>> Dell are recorded in their system (and your system too, if you chat
>>> with Dell and receive e-mail confirmation of your arrangement), and
>>> the receiving department can see that your box was unopened.
>>>
>>> As with most gigantic bureaucracies, you get farther, faster with
>>> Dell when you do things their way, no matter how ridiculous it seems.
>>> Trying instead to do things 'your way' only adds complication and delay.
>>>
>>> Daddy
>>
>> it appears that we disagree.
>> if you never receive delivery of an item then you are not subject to
>> the return policies of the vendor, and that gurantees there will be no
>> restocking fee or shipping fees.
>> if you watch your order status the tracking number will appear as soon
>> as it ships. at that point simply call the shipper and tell them that
>> you are refusing delivery. they will need the tracking number and
>> destination address to do this. or if it is already out for delivery
>> then put a note on your door stating that you refuse delivery and they
>> won't attempt delivery again. if it is an item that does not require
>> signature for delivery (not a pc or laptop) and it is left but still
>> unopened you can still call up ups and tell them that you are refusing
>> delivery and they will come and collect the package and return it to
>> the sender (probably true for fedex too but haven't had to do it with
>> them).
>> though dell has had restocking fees stated in their return policies
>> for some time now they historically had been quite forgiving of these
>> fees; but that is not the case anymore. and it is very frustrating to
>> have to invest more of your time in discussing the restocking fees
>> with customer service people that are somewhat difficult to
>> communicate with on the phone or online chat and who and not motivated
>> to make returns any easier for the customer. if the charge was on a
>> credit card then the buyer has no need to worry, simply call and
>> dispute the charge. but if the buyer paid with a check or ach
>> transfer or with dell credit then the buyer is in for a lot of work to
>> get their money back.
>> i trust the op can decide what they think is the best thing to do now
>> that they know the basic options.
>
> "if you never receive delivery of an item then you are not subject to
> the return policies of the vendor, and that gurantees there will be no
> restocking fee or shipping fees."
>
> Incorrect again.
>
> http://www.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=012#ustc
>
>
> "Title to products passes from Dell to Customer upon shipment to
> Customer." (Not 'upon receipt by customer'.)
>
> "You must notify Dell within 21 days of the date of your invoice or
> acknowledgement if you believe any part of your purchase is missing,
> wrong or damaged." (Part of the OP's purchase is "wrong".)
>
> "You must contact us directly before you attempt to return Product to
> obtain a Return Material Authorization Number for you to include with
> your return."
>
> Daddy

the op stated that dell was contacted. the op stated he tried to return
the product. the op stated that it was charged to a visa card. my
advise, for the third time, is to call visa and dispute the charge of
the duplicate order and refuse delivery delivery of the duplicate order.
hell, i would dispute both charges and refuse both shipments simply
because of the bad karma with this order. of course the op can choose to
do it the way dell suggest, but isn't the dell way what he already
experienced; namely rejecting an order and then later deciding to accept
the order once the credit card issue was resolved, and when the op
called to cancel the duplicate dell acting like he is the first guy this
ever happened to (not!) and being unable to cancel either of the two
orders? you know my opinion. good luck.
From: Tony Harding on 23 Apr 2010 05:10
On 04/20/10 15:39, Daddy wrote:
> Christopher Muto wrote:
>> Daddy wrote:
>>> Christopher Muto wrote:
>>>> Daddy wrote:
>>>>> Ken Tukyfriedturkey wrote:
>>>>>> Me ol pa went to order a new Inspiron 17.
>>>>>>
>>>>>> His first web order failed due to his Visa card being rejected so
>>>>>> he completed another order which was accepted.
>>>>>>
>>>>>> 15 minutes later he received an email confirmation for 2 x
>>>>>> Inspiron 17's.
>>>>>>
>>>>>> Oh dear he then had to phone India and could not get the chap to
>>>>>> understand his problem...........
>>>>>>
>>>>>> I told him to accept one and reject the other when they were
>>>>>> delivered.
>>>>>>
>>>>> Dell advises not to reject a delivery...that actually makes things
>>>>> more complicated. Instead, Dell advises to accept the delivery, and
>>>>> then to contact Dell Customer Support.
>>>>>
>>>>> When calling Customer Support be sure to have complete details at
>>>>> hand.
>>>>>
>>>>> Daddy
>>>>
>>>> i suspect that dell's suggestion to accept delivery (which is what
>>>> they suggest in the return policy on their web site) does more to
>>>> protect dell than it does to protect the consumer. dell has a
>>>> history of telling customers that they are unable to cancel an order
>>>> that is already 'in production and this is absurd. i have shipped
>>>> packages with ups and fedex and have been able to recall them while
>>>> in transit and even redirect them to a new address while in transit
>>>> so why can't they? i suspect it is just easier for them to set a
>>>> policy that says they can not do it to simplify their procedures. it
>>>> is not something that is pro-customer, not in the customer's best
>>>> interest. they say that if you refuse a package it will take longer
>>>> for you to get your money back, but if you charged it on a credit
>>>> card i would simply call the credit card company and dispute the
>>>> charge for the duplicate computer so that you will not be billed for
>>>> it until the dispute is resolved. one accepted dell could charge you
>>>> a restocking fee for the return as well as the round trip shipping
>>>> charges - though they may waive these potential fees if they
>>>> acknowledge that the duplicate order was indeed their error. i would
>>>> not call dell about it, i would use their online chat so that you
>>>> can document any conversation you have with them, and do it
>>>> proactively, before delivery attempts are made.
>>>> also, if you watch your 'my orders' page on dell.com you can see
>>>> when each item is shipped, along with its specific shipper's
>>>> tracking number which will allow you to accept the one you want and
>>>> refuse the one that you don't want (as i suspect you ended up with
>>>> slightly differently configured or priced machines when you ordered
>>>> at different times).
>>>> good luck.
>>>
>>> Once again, Christopher, your insight is unparalleled.
>>>
>>> If you don't accept the delivery, the carrier will try again, and
>>> maybe again, until it finally schedules your package for return. Then
>>> the package will be returned and will eventually show up at Dell and
>>> eventually be recorded in Dell's system, where it will eventually get
>>> processed. How long do you suppose it will take before you finally
>>> get to explain your side of the story to Dell?
>>>
>>> You can expect a longer wait and more red tape if, in addition to not
>>> accepting the delivery, you setup a dispute with your credit card
>>> company. Now you have to deal with the credit card company's
>>> procedures and timetable. More delays.
>>>
>>> On the other hand, if you accept the package, Dell gets notified more
>>> or less at the speed of light, so when you call Dell to explain what
>>> happened, they have all your information at hand, and can make
>>> arrangements with you on the spot. If it's Dell's error, you won't be
>>> charged to return the box.
>>>
>>> Like every other retailer, Dell has the right to inspect returns and
>>> charge a re-stocking fee. However, it's very unlikely that you will
>>> be charged for restocking when the details of your arrangement with
>>> Dell are recorded in their system (and your system too, if you chat
>>> with Dell and receive e-mail confirmation of your arrangement), and
>>> the receiving department can see that your box was unopened.
>>>
>>> As with most gigantic bureaucracies, you get farther, faster with
>>> Dell when you do things their way, no matter how ridiculous it seems.
>>> Trying instead to do things 'your way' only adds complication and delay.
>>>
>>> Daddy
>>
>> it appears that we disagree.
>> if you never receive delivery of an item then you are not subject to
>> the return policies of the vendor, and that gurantees there will be no
>> restocking fee or shipping fees.
>> if you watch your order status the tracking number will appear as soon
>> as it ships. at that point simply call the shipper and tell them that
>> you are refusing delivery. they will need the tracking number and
>> destination address to do this. or if it is already out for delivery
>> then put a note on your door stating that you refuse delivery and they
>> won't attempt delivery again. if it is an item that does not require
>> signature for delivery (not a pc or laptop) and it is left but still
>> unopened you can still call up ups and tell them that you are refusing
>> delivery and they will come and collect the package and return it to
>> the sender (probably true for fedex too but haven't had to do it with
>> them).
>> though dell has had restocking fees stated in their return policies
>> for some time now they historically had been quite forgiving of these
>> fees; but that is not the case anymore. and it is very frustrating to
>> have to invest more of your time in discussing the restocking fees
>> with customer service people that are somewhat difficult to
>> communicate with on the phone or online chat and who and not motivated
>> to make returns any easier for the customer. if the charge was on a
>> credit card then the buyer has no need to worry, simply call and
>> dispute the charge. but if the buyer paid with a check or ach transfer
>> or with dell credit then the buyer is in for a lot of work to get
>> their money back.
>> i trust the op can decide what they think is the best thing to do now
>> that they know the basic options.
>
> "if you never receive delivery of an item then you are not subject to
> the return policies of the vendor, and that gurantees there will be no
> restocking fee or shipping fees."
>
> Incorrect again.
>
> http://www.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=012#ustc
>
>
> "Title to products passes from Dell to Customer upon shipment to
> Customer." (Not 'upon receipt by customer'.)
>
> "You must notify Dell within 21 days of the date of your invoice or
> acknowledgement if you believe any part of your purchase is missing,
> wrong or damaged." (Part of the OP's purchase is "wrong".)
>
> "You must contact us directly before you attempt to return Product to
> obtain a Return Material Authorization Number for you to include with
> your return."

That might be what it says on paper, but in real life I doubt that
matters if the ordering party has: 1. informed Dell they sent 2 items by
mistake because of their online order system (I've never had them give
me a hard time on anything like this, BTW), and, 2. the ordering party
can demonstrate he never took physical possession of the item (e.g.,
refusing delivery and the shipper returns the item to the shipper).

I wouldn't give Dell a hard time, BTW, unless you don't want to do
business with them again. I'm always calm and businesslike on the phone
no matter how infuriating they might be (just ask me about trying to
activate the commercial copy of Win 7 Pro which activated just fine the
first time about 3 months ago (if you're wondering, I had to reinstall
Win 7 because I wanted to implement RAID on my XPS 9000, which was OFF
when I received it). Some of the people at MS's Product Activation
Center can make struggling with the bad Dell people seem like a picnic).
From: Ken Tukyfriedturkey on 22 Apr 2010 00:39

"Christopher Muto" <muto(a)worldnet.att.net> wrote in message
news:rqqdnes2OrJmsFPWnZ2dnUVZ_u2dnZ2d(a)speakeasy.net...
> Daddy wrote:
>> Christopher Muto wrote:
>>> Daddy wrote:
>>>> Christopher Muto wrote:
>>>>> Daddy wrote:
>>>>>> Ken Tukyfriedturkey wrote:
>>>>>>> Me ol pa went to order a new Inspiron 17.
>>>>>>>
>>>>>>> His first web order failed due to his Visa card being rejected so he
>>>>>>> completed another order which was accepted.
>>>>>>>
>>>>>>> 15 minutes later he received an email confirmation for 2 x Inspiron
>>>>>>> 17's.
>>>>>>>
>>>>>>> Oh dear he then had to phone India and could not get the chap to
>>>>>>> understand his problem...........
>>>>>>>
>>>>>>> I told him to accept one and reject the other when they were
>>>>>>> delivered.
>>>>>>>
>>>>>> Dell advises not to reject a delivery...that actually makes things
>>>>>> more complicated. Instead, Dell advises to accept the delivery, and
>>>>>> then to contact Dell Customer Support.
>>>>>>
>>>>>> When calling Customer Support be sure to have complete details at
>>>>>> hand.
>>>>>>
>>>>>> Daddy
>>>>>
>>>>> i suspect that dell's suggestion to accept delivery (which is what
>>>>> they suggest in the return policy on their web site) does more to
>>>>> protect dell than it does to protect the consumer. dell has a history
>>>>> of telling customers that they are unable to cancel an order that is
>>>>> already 'in production and this is absurd. i have shipped packages
>>>>> with ups and fedex and have been able to recall them while in transit
>>>>> and even redirect them to a new address while in transit so why can't
>>>>> they? i suspect it is just easier for them to set a policy that
>>>>> says they can not do it to simplify their procedures. it is not
>>>>> something that is pro-customer, not in the customer's best interest.
>>>>> they say that if you refuse a package it will take longer for you to
>>>>> get your money back, but if you charged it on a credit card i would
>>>>> simply call the credit card company and dispute the charge for the
>>>>> duplicate computer so that you will not be billed for it until the
>>>>> dispute is resolved. one accepted dell could charge you a restocking
>>>>> fee for the return as well as the round trip shipping charges - though
>>>>> they may waive these potential fees if they acknowledge that the
>>>>> duplicate order was indeed their error. i would not call dell about
>>>>> it, i would use their online chat so that you can document any
>>>>> conversation you have with them, and do it proactively, before
>>>>> delivery attempts are made.
>>>>> also, if you watch your 'my orders' page on dell.com you can see when
>>>>> each item is shipped, along with its specific shipper's tracking
>>>>> number which will allow you to accept the one you want and refuse the
>>>>> one that you don't want (as i suspect you ended up with slightly
>>>>> differently configured or priced machines when you ordered at
>>>>> different times).
>>>>> good luck.
>>>>
>>>> Once again, Christopher, your insight is unparalleled.
>>>>
>>>> If you don't accept the delivery, the carrier will try again, and maybe
>>>> again, until it finally schedules your package for return. Then the
>>>> package will be returned and will eventually show up at Dell and
>>>> eventually be recorded in Dell's system, where it will eventually get
>>>> processed. How long do you suppose it will take before you finally get
>>>> to explain your side of the story to Dell?
>>>>
>>>> You can expect a longer wait and more red tape if, in addition to not
>>>> accepting the delivery, you setup a dispute with your credit card
>>>> company. Now you have to deal with the credit card company's procedures
>>>> and timetable. More delays.
>>>>
>>>> On the other hand, if you accept the package, Dell gets notified more
>>>> or less at the speed of light, so when you call Dell to explain what
>>>> happened, they have all your information at hand, and can make
>>>> arrangements with you on the spot. If it's Dell's error, you won't be
>>>> charged to return the box.
>>>>
>>>> Like every other retailer, Dell has the right to inspect returns and
>>>> charge a re-stocking fee. However, it's very unlikely that you will be
>>>> charged for restocking when the details of your arrangement with Dell
>>>> are recorded in their system (and your system too, if you chat with
>>>> Dell and receive e-mail confirmation of your arrangement), and the
>>>> receiving department can see that your box was unopened.
>>>>
>>>> As with most gigantic bureaucracies, you get farther, faster with Dell
>>>> when you do things their way, no matter how ridiculous it seems. Trying
>>>> instead to do things 'your way' only adds complication and delay.
>>>>
>>>> Daddy
>>>
>>> it appears that we disagree.
>>> if you never receive delivery of an item then you are not subject to the
>>> return policies of the vendor, and that gurantees there will be no
>>> restocking fee or shipping fees.
>>> if you watch your order status the tracking number will appear as soon
>>> as it ships. at that point simply call the shipper and tell them that
>>> you are refusing delivery. they will need the tracking number and
>>> destination address to do this. or if it is already out for delivery
>>> then put a note on your door stating that you refuse delivery and they
>>> won't attempt delivery again. if it is an item that does not require
>>> signature for delivery (not a pc or laptop) and it is left but still
>>> unopened you can still call up ups and tell them that you are refusing
>>> delivery and they will come and collect the package and return it to the
>>> sender (probably true for fedex too but haven't had to do it with them).
>>> though dell has had restocking fees stated in their return policies for
>>> some time now they historically had been quite forgiving of these fees;
>>> but that is not the case anymore. and it is very frustrating to have to
>>> invest more of your time in discussing the restocking fees with customer
>>> service people that are somewhat difficult to communicate with on the
>>> phone or online chat and who and not motivated to make returns any
>>> easier for the customer. if the charge was on a credit card then the
>>> buyer has no need to worry, simply call and dispute the charge. but if
>>> the buyer paid with a check or ach transfer or with dell credit then the
>>> buyer is in for a lot of work to get their money back.
>>> i trust the op can decide what they think is the best thing to do now
>>> that they know the basic options.
>>
>> "if you never receive delivery of an item then you are not subject to the
>> return policies of the vendor, and that gurantees there will be no
>> restocking fee or shipping fees."
>>
>> Incorrect again.
>>
>> http://www.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=012#ustc
>> "Title to products passes from Dell to Customer upon shipment to
>> Customer." (Not 'upon receipt by customer'.)
>>
>> "You must notify Dell within 21 days of the date of your invoice or
>> acknowledgement if you believe any part of your purchase is missing,
>> wrong or damaged." (Part of the OP's purchase is "wrong".)
>>
>> "You must contact us directly before you attempt to return Product to
>> obtain a Return Material Authorization Number for you to include with
>> your return."
>>
>> Daddy
>
> the op stated that dell was contacted. the op stated he tried to return
> the product. the op stated that it was charged to a visa card. my
> advise, for the third time, is to call visa and dispute the charge of the
> duplicate order and refuse delivery delivery of the duplicate order. hell,
> i would dispute both charges and refuse both shipments simply because of
> the bad karma with this order. of course the op can choose to do it the
> way dell suggest, but isn't the dell way what he already experienced;
> namely rejecting an order and then later deciding to accept the order once
> the credit card issue was resolved, and when the op called to cancel the
> duplicate dell acting like he is the first guy this ever happened to
> (not!) and being unable to cancel either of the two orders? you know my
> opinion. good luck.

Yes, he contacted Dell (India) and just could not understand the chap. So he
asked for someone else and after a wait ended up with a person he could
understand even less so had to end the call as he was getting nowhere. He is
now waiting for the machines to arrive. His debit card provider basically
said tough, you have provided them with your number they can draw any amount
they want so you must sort it out with Dell.



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