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They should have just done a credit card charge back once Dell didn't fix the issue in the first month. Never let a company take months to fix an issue like thi

They should have just done a credit card charge back once Dell didn't fix the issue in the first month. Never let a company take months to fix an issue like this. Just get your money back and go somewhere else.

justinsaccount 4y ago
Yep If you pay for a laptop and it arrives broken that's the vendors fault. If you're still using and paying for a broken laptop 8 months later that's your fault.
- secretgamergrrl 4y ago
  Did you actually read any of what you're commenting on here? She's not using it 8 months later. She immediately called it in as defective, and Dell has been dragging their feet for 8 months, apparently believing that if they send her daily e-mails about processing her complaint, they can get away with never actually issuing a refund or a functional replacement.
  - metadat 4y ago
    Please read community guidelines (linked at the bottom of every page on HN). > Please don't comment on whether someone read an article. "Did you even read the article? It mentions that" can be shortened to "The article mentions that." Unsolicited feedback: your messages are coming across as extremely defensive. Is anyone here really threatening you? Or posing any kind of real threat? The people here would actually probably like to be on your side. HN isn't in the habit of defending big tech behaving badly. Tl;dr: You might catch more bees with honey...
    - secretgamergrrl 4y ago
      My apologies.
jdlshore 4y ago
That’s not as straightforward as it sounds. I bought a Roomba from iRobot last year that developed a nasty buzzing sound during the 60-day return period. I contacted iRobot tech support by phone and got hung up on. I sent an email and didn’t hear back within their stated 24-hour response period. So I opened a dispute with CapitalOne, my CC company. They were very clearly not on my side. I had to fill out a form which asked for things like a letter from another retailer explaining why the chargeback was justified. I filled it out, included tons of supporting documentation including my emails with iRobot. (I didn’t do the letter, though.) CapitalOne forwarded it to iRobot, who responded with a form letter that didn’t address the complaint at all. (Just “our return policy is XXX—my problem was that they weren’t issuing me an RMA so I could actually conduct the return… a problem I had clearly laid out in the complaint.) Despite them not addressing my complaint, CapitalOne reversed the chargeback and sent me a letter that gave me something like 14 days to respond (iRobot had 60 days to respond, IIRC). This was over the Christmas holiday, so I didn’t see their letter. I was very disappointed with the experience. CapitalOne wasn’t providing me the consumer protection I expected of them, and there didn’t seem to be a human in the loop. I did a search for an alternative CC, but didn’t find anything that seemed like it would be better. (I though the Apple Card might be a good choice, but apparently they’re getting a lot of complaints about the actual provider, which is Goldman Sachs IIRC.) Fortunately, the complaint did bump my support request up to executive escalations, which was my original intention anyway, and it was eventually resolved to my satisfaction, including iRobot paying return shipping and even dealing with UPS losing the return package. I’m now the happy owner of a functional j7. FWIW, I think iRobot’s issues were more about staff shortages than any intentional malfeasance. So everything worked out. But I’m still unhappy with CapitalOne—I had a good case for a chargeback, but they didn’t even read it before siding with the seller. Long story short: chargebacks aren’t the panacea they used to be.
- diogenescynic 4y ago
  Chargeback experience can definitely vary from credit card issuer to issuer. I've personally never had Wells Fargo ever push back on any credit card chargeback, but I can concur with your example about ApplePay being one of the more awful customer experiences I've had. I asked for a chargeback for a book that was never shipped and no tracking was ever provided. Apple Pay asked me to provide this and pushed back 2x on the chargeback instead of making the vendor provide a tracking number--I ended up spending about 2 hours just to get my $12 back... As such, I'll never use Apple Pay again. Vote with your dollar and if Capital One isn't meeting your expectations, take your business to another company.
vwcx 4y ago
Yes, presuming the credit card company's "monkey behind the curtain" actually finds Dell culpable in this scenario. Despite ample documentation, I just had Chase side with a hotel that accidentally charged me when they couldn't honor my reservation and failed to issue a refund.

justinsaccount 4y ago

Yep If you pay for a laptop and it arrives broken that's the vendors fault. If you're still using and paying for a broken laptop 8 months later that's your fault.

secretgamergrrl 4y ago
Did you actually read any of what you're commenting on here? She's not using it 8 months later. She immediately called it in as defective, and Dell has been dragging their feet for 8 months, apparently believing that if they send her daily e-mails about processing her complaint, they can get away with never actually issuing a refund or a functional replacement.
- metadat 4y ago
  Please read community guidelines (linked at the bottom of every page on HN). > Please don't comment on whether someone read an article. "Did you even read the article? It mentions that" can be shortened to "The article mentions that." Unsolicited feedback: your messages are coming across as extremely defensive. Is anyone here really threatening you? Or posing any kind of real threat? The people here would actually probably like to be on your side. HN isn't in the habit of defending big tech behaving badly. Tl;dr: You might catch more bees with honey...
  - secretgamergrrl 4y ago
    My apologies.

jdlshore 4y ago

That’s not as straightforward as it sounds. I bought a Roomba from iRobot last year that developed a nasty buzzing sound during the 60-day return period. I contacted iRobot tech support by phone and got hung up on. I sent an email and didn’t hear back within their stated 24-hour response period. So I opened a dispute with CapitalOne, my CC company. They were very clearly not on my side. I had to fill out a form which asked for things like a letter from another retailer explaining why the chargeback was justified. I filled it out, included tons of supporting documentation including my emails with iRobot. (I didn’t do the letter, though.) CapitalOne forwarded it to iRobot, who responded with a form letter that didn’t address the complaint at all. (Just “our return policy is XXX—my problem was that they weren’t issuing me an RMA so I could actually conduct the return… a problem I had clearly laid out in the complaint.) Despite them not addressing my complaint, CapitalOne reversed the chargeback and sent me a letter that gave me something like 14 days to respond (iRobot had 60 days to respond, IIRC). This was over the Christmas holiday, so I didn’t see their letter. I was very disappointed with the experience. CapitalOne wasn’t providing me the consumer protection I expected of them, and there didn’t seem to be a human in the loop. I did a search for an alternative CC, but didn’t find anything that seemed like it would be better. (I though the Apple Card might be a good choice, but apparently they’re getting a lot of complaints about the actual provider, which is Goldman Sachs IIRC.) Fortunately, the complaint did bump my support request up to executive escalations, which was my original intention anyway, and it was eventually resolved to my satisfaction, including iRobot paying return shipping and even dealing with UPS losing the return package. I’m now the happy owner of a functional j7. FWIW, I think iRobot’s issues were more about staff shortages than any intentional malfeasance. So everything worked out. But I’m still unhappy with CapitalOne—I had a good case for a chargeback, but they didn’t even read it before siding with the seller. Long story short: chargebacks aren’t the panacea they used to be.

diogenescynic 4y ago
Chargeback experience can definitely vary from credit card issuer to issuer. I've personally never had Wells Fargo ever push back on any credit card chargeback, but I can concur with your example about ApplePay being one of the more awful customer experiences I've had. I asked for a chargeback for a book that was never shipped and no tracking was ever provided. Apple Pay asked me to provide this and pushed back 2x on the chargeback instead of making the vendor provide a tracking number--I ended up spending about 2 hours just to get my $12 back... As such, I'll never use Apple Pay again. Vote with your dollar and if Capital One isn't meeting your expectations, take your business to another company.

vwcx 4y ago

Yes, presuming the credit card company's "monkey behind the curtain" actually finds Dell culpable in this scenario. Despite ample documentation, I just had Chase side with a hotel that accidentally charged me when they couldn't honor my reservation and failed to issue a refund.