Disagreement over Restocking Fee

Hello,

For background, I am a current owner of an Alienware 17 R5 laptop that I purchased back in 2018. On November 27 2023 I purchased another Alienware gaming laptop through Dell Outlet and received it on December 3rd, which is a really impressive shipping time if I may say so.  Unfortunately, I immediately took issue with the screen quality of the laptop that I purchased (a 1920 x 1200 screen) and started a return on December 4th.  What I was told from Dell was the following:

Note: As part of our return policy, there is a 15% restocking fee associated with returns. We want to ensure complete transparency and understanding of our policy, and we appreciate your understanding in this matter. If you still wish to proceed with the return, please let us know, and we will guide you through the return process.

Simply reply to this email with your consent and we will be glad to assist you. Please let us know if you have any other questions.

We traded E-mails back and forth for a week and they pointed out the return policy, which is copied and pasted directly from the policy:

For returns initiated within the time period specified in this policy, Dell will provide return shipping labels at no cost to you and not charge a re-stocking fee if:

• the product you are returning is defective.
• you have to return a product because Dell made an error.
• you are a consumer who purchased for personal use.

For all other permitted returns, Dell may charge a re-stocking fee of 15% of the actual price you paid for the product. That price does not include shipping and handling or sales tax. Typically, we deduct any re-stocking fee from the amount of your refund or credit.

The text and words chosen are important, because they are written by Dell and not by consumers.  We have no choice in terms/conditions if we wish to purchase a product.  So when I pointed out to Dell that I was a consumer who was making a purchase for personal use (which doesn't need further proof given I'm buying an Alienware gaming laptop, which is the least business product that Dell has), Dell declined my request despite it being clearly outlined according to their policy that this was an exception and that a restocking fee was not to be applied by my return.  The reasoning Dell gave me was, "As this order was placed under business segment, not under the consumer segment, hence restocking will be applied on the return."  Unfortunately, nowhere in the purchasing process on the Dell Outlet website does it mention that 1) this was a "business segment" purchase or 2) a restocking fee would apply.

It is clear that Dell is moving the goalpost and changing their policy to meet their objectives.  If Dell wanted to impose this rule on me, the policy should explicitly say that consumer purchases made through a business program would  require restocking fees be paid, instead there is no mention of this in the policy.  Additionally, Dell should make it explicitly clear that purchases are being made through certain channels vs. others and the implications of that purchase on their policies.  Neither of these have been done. Restocking fees on these laptops are hundreds of dollars and not immaterial.  This is an unfair trade practice plain and simple.  I tried many ways to discuss the matter with them and for them to "make an exception" to a rule that was clearly being misinterpreted and improperly imposed.  I even suggested that I make an exchange and pay for a more expensive product (more money to Dell!!), but they denied the request even to a prior, current, and future customer and fan.So Dell Customer Care team - I ask you to help make this right for me and keep an Alienware fan from going elsewhere in the future.