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September 16th, 2025 13:07
Long Time Loyal Customer been treated terribly
I have been using Dell XPSs for 15+ years. I recently decided to change from an XPS13 13in screen to 14 inch screen after 17 years of 13in screens . Anyway when the new laptop arrived i realised it significantly heavier than all my other XPSs to date and not suitable for how I use my laptop.
When i looked at returning and changing for a 13in , i've been infomed i cant becasue its a business laptop. I have not used the XPS laptop. If I was a personal customer I could return no issue. My business and I have purhsed 10,s of 1'000s worth of Dell PCs, Laptops and accerssories over the past few years and now DELL are teating me an increditaly loyal and once happy customer like this. I want to continue using Dell I will pay any xtra to exchange, but after discussing with customer service and then asking the customer service team to reconsider they can back with the flat T&Cs which dont allow returns or cancellations.
To say i am annoyed frustrated and now angery is an under statement.
Like I said after 17 year of valued cusomer im been treated like they do not care one bit. In fact id be treated way better if I was a one tiome one off customer. I am reaching out to your goodwill and sence of valuing an extreamly and once satisfied and happy customer to allow me exchange and pay more for smaller more suitable XPS with more spec. Thank you.
Dell may loose a long term customer, who would share their now terrible experince will other business owners known and ensure all IT 3rd party resellers known also know of this awful treatment of them and their company.
DELL-Cares
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September 16th, 2025 13:18
Thank you for contacting Dell. We have sent you a private message. Request you to kindly share the order # along with the complete registered name on the order via private message, so that we can check the details.
user_8961ea
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September 16th, 2025 18:48
@DELL-Cares
It it very disapointing that Dell have choosen to not try find a solution to an incredilably loyal cysomer of 19 years who has never returned or looked to return an item after soending 10s of 1,000s of euro with Dell over teh last few years. I wish to exchange a brand new , never used laptop for a more expensive suitable laptop. The weight of the xps laptop was not checked prior to purchase , it was assumed it would be similar weight to other XPS purcahsed over the last 15 years , however its significantly heavier and not suitabel to be carried with one hand as intented. I have offered to drive the laptop to Dell's Ireland's facility to exchange, however, Dell are choosing to treat me, their customer like my long term loyalty and custom and not appreciated or ever wanted again. I am beyond disgusted with Dell the way they are treating this issue. They could if they wanted to, find a way of accepting a return and a accomadate a replacement where I will pay additional amounts, , but they they are not choosing this customer friendly option. My business and I do not matter to Dell.
They are saying as i choose to state my purchases as a business purchase their policy states there are no exchanges or returns. Its their policy. they could look at exchanges situations in a case by case basis.