Subject: Request for Warranty Confirmation & Support Regarding Display Unit Sold as New

Hi,

Thank you for reaching out to Dell Customer Care. Kindly send us a direct message with the details of your purchase so we can assist you further.

Best regards,

You can verify the information yourself - go to dell.com/support and enter the service tag.  The ship date of the system (manufacturing date) will show).

As to your second point, any recourse you have is with your seller -- Dell did not sell you the system.  An independent dealer did, so any adjustment or compensation is completely up to them.  If you don't get any action and the seller has a return policy, return the system for a refund and buy elsewhere.

Thank you for your response. I understand you’re saying this is between me and the seller, but let me clarify something important:

I did not receive a demo unit — I received a display unit, and the seller took it directly from the showcase in front of me, without a sealed box. They even told me that “the box is sent back to the company,” which I later learned is not a legal or ethical practice.

You are saying this is my problem — then I must ask, why is Dell involved at all in the sales process? If Dell is authorizing sellers, giving them certificates and branding, and allowing them to represent the company — then Dell is equally responsible for what happens under its name.

If Dell's authentication and authorized seller program allows dealers like this to misbehave, cheat, and give display products without informing the customer, then it is a failure of Dell’s system, not just the customer’s mistake.

Now when I raise my voice, Dell is stepping back and saying “this is your issue” — that’s deeply disappointing. I trusted the Dell brand. This is not just my personal loss — it’s a consumer rights violation. I have kept all the evidence, including the seller's photo and my experience.

Thank you for confirming your position — it helps clarify where Dell stands in this issue.

Regards,

SK ADIL 

Rather than make a big issue of this, simply return the system, obtain a refund and buy from Dell directly.

@ejn63​

With due respect, please understand:

This is not about making a big issue — this is about consumer rights and Dell's responsibility for the actions of its authorized sellers.

The laptop was purchased over 2 years ago, and at that time, I was unaware that the product handed to me was a display unit, taken openly from the showroom, with no sealed box and no proper packaging. I asked for the box — they refused and said, "We return the box to the company."

I now understand that was completely unethical. And that seller was authorized by Dell, not some random roadside vendor.

If Dell allows such sellers to represent the brand, wear Dell t-shirts, operate under Dell banners, and issue Dell invoices — then Dell cannot walk away when they cheat a customer.

Please stop suggesting "return the product" as a solution — this is not 2023 anymore. I'm raising this now because I’ve realized the truth and I'm standing up for myself.

I will be taking this forward if necessary. I’m not doing this out of anger — I’m doing it because what happened to me was wrong, and I won’t stay silent anymore.

Thank you.

@ejn63​ 

Thank you again, but I must respectfully disagree.

I understand Dell might not be the “seller” on paper, but the store I purchased from was authorized by Dell, used Dell’s branding, and was acting as a representative of Dell in public.

You are saying Dell has “no control” over such sellers — but if that’s true, then Dell should not allow them to sell under the Dell name, wear Dell uniforms, and advertise as “Dell-authorized.” That’s misrepresentation of trust, and I, as a customer, made my decision because I trusted Dell — not just the individual store.

Also, you are saying the only place that will hear me is a consumer protection agency — and yes, I’m fully prepared to go there. I’m already collecting the necessary documentation and proof for that.

This isn’t about making a scene — it’s about basic accountability and how authorized sellers are allowed to operate under the name of a global brand, then completely avoid responsibility when something unethical happens.

If Dell does not intend to take responsibility for what its sellers do under its name.

Thank you for your response — I will move forward accordingly.

We are closing this public debate. We see that you have a case generated with DELL-Cares agents. They own the case and will discuss with you via private message the Dell stance concening the second seller.