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Is this any way to run a business?

By Ben Glass

You have probably followed our angst with Dell. Thought I'd stimulate the economy and buy two computers from them since we needed two new workstations. I even paid for their super primo "we'll come to you and fix it real fast" if it breaks service coverage.

One of the two works great...One was dead on arrival and for a week and half Dell has mystifyingly been unable to tell us how they were going to get it operational or replace it.

So we told them to take it back... here's the exact email I just got from my tech guy on our request to Dell to take back the computer that was dead on arrival.

Here is the updated information as of now. I just got off the phone with a Dell supervisor, they cannot refund one of the computers without both being returned. I have initiated them to refund your money in full. They tried saying that since it has been over 21 days they cannot give a full refund. I then asked to speak with their supervisor and explained the broken computer upon arrival and Dell is the reason we went beyond 21 days not my client.

So we need to format and re-set Terry's workstation to Dell factory and box them both up. Dell will be sending me information on the return pre-paid sticker to place on the boxes. So we will need to then reconnect Terry's old computer until new one arrive.

And they will continue to blame the recession as sales go down.

Update: Dell must read my blog.. they called back and said, yes indeed, they would be happy to take back only one of their computers...

They said, "if you want a replacement that will take 3-4 weeks." We said, you are morons...if we just order on the Internet it will take less time than that...but who in the world would ever order from Dell again?

Full post as published by Effective, Ethical Marketing For Attorneys on March 03, 2010 (boomark / email).