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All posts tagged "RMA"


Friday, October 31, 2008

Dell's New Nightmare Return Process

Posted by Jason Dunn in "Digital Home Talk" @ 12:45 PM

Dell sells a lot of products, and I figured that since nearly everyone reading this site has probably ordered from Dell at one time or another, it was worth sharing this story with you. I've also posted this story to Dell's IdeaStorm, so if you have an account there, please go promote my suggestion.

So what's the issue? Dell's new return process (RMA) is horrible. It's beyond horrible: it's so frustrating it makes me not want to purchase a Dell product again. The way it used to work? You'd call customer service, talk to an agent, and they'd issue an RMA via email. Pretty fast and simple, with only the occasional frustration of having to deal with an agent who tries to talk you out of returning the product.

The way it works now? I phoned Dell customer service on October 23rd, asking for an RMA on an Inspiron Mini 9. I was told that my request would be passed on to the sales agent who processed my order, and he'd phone me back. What? I have to wait for a phone call from a sales guy to return the product? Not surprisingly, a full week passed and I didn't receive a phone call - sales guys sell things after all. I phoned customer service again on the 28th of October, asking again for the RMA - this time, they emailed the sales guy again and told me they CC'd his manager. Two more days go by, and still no phone call from the sales guy. Read more...

Tags: RMA, Dell returns

Friday, January 5, 2007

My Experience With Zune Support

Posted by Jason Dunn in "Zune Talk" @ 08:00 AM

I had my first experience with Zune tech support on Tuesday, and overall it was a pretty good experience - here's what the techs had to say about each of my devices.

The Dusty White Zune: After we discussed the dust, and he saw a photo of it online at this site, the tech first suggested that I return the Zune to the retail store that I purchased it from. He said there was a two to three week wait on getting it repaired, and that returning it was easier. Not wanting to reveal I was in Canada just yet, I said that I had purchased the Zunes on November 14th, so it was unlikely that any store would take back a product two months old and exchange them. The tech insisted that many stores would. That's when I broke the news that I was in Canada and there was no place to return it to. He then agreed that shipping it back for repair was about the only option.

The Wonky Black Zune: I explained the problem, and the tech was quite surprised at the behaviour I was seeing. He suggested that it might be a software problem, so he had me do a hard reset, wiping out the content and restoring it to the 1.0 firmware (I think that's what was restored at any rate). I was dubious that would work, but it couldn't hurt to try. After the hard reset, he had me connect it to the Zune desktop software and re-flash it with the 1.2 firmware. The entire process was fast and easy, but at the end of it the problem still remained. He said I'd need to ship it back for repair/replacement. Read more...


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