Given Best Buy's obscene 15% restocking fee, anyone in their right mind would only go to Best Buy to "touch and feel" a Dell system. Then they can confidently go online or call Dell to place an order knowing what the other thousand words a picture didn't tell you.  

What's more, they can customize the system to their specification and use Dell coupons found on the web.

Thomas,

I think it is YOU who needs to get real world facts straight...

In spite of Dell's written, policy, I have never faced having to pay a restocking fee where Dell is concerned. Nor have many thousands of others. The keywords that tilts the senario in the customer's favor is "defective" and "Dell error." There are plenty of legitimate issues which allow for a full refund.

The same cannot be said about Best Buy. They charge this restocking fee if the product is merely, "opened." See their policy on their website. Have fun trying to prove item is defective with Best Buy's CS. What's more, If you manage to convince them that the item is defective, they only give you credit, not a refund.

Staples is the better place to buy Dell systems from if you are looking to buy preconfigured Dell systems retail.

Loyal and very happy Dell customer here.  In particular, I have been extremely impressed with the various customer service improvements Dell has made over the last two years or so (a HUGE improvement over the experience I had with my first Dell back in 1999).  I love the Dell Support Center widget, it makes diagnostics a snap.  My only other PC experience is with Sony, a company with no customer service focus, and HP, which seems about on par with Dell. 

I've had an XPS M1710 for a couple of years-- incredible machine.  A couple of weeks ago I was at Best Buy casually looking at desktops (my Sony was on its last legs) and I immediately gravitated to an XPS 420.  I found a store with one in stock (this particular item is especially in demand at Best Buy, it seems) and when the Best Buy salesperson asked me if I wanted to purchase their extended warranty I told him "no thanks, I am very happy with Dell's standard warranty" and that was that.

After I got the baby up and running I ran the standard Automated Scan and it identified a couple of problems (nothing major as the machine runs like a dream).  There was a button on the right that said "tell me more".  I clicked on it thinking that I would be directed to a FAQ sheet but instead I was kicked into a chat with a Dell service person.  He started helping me but as soon as he realized that the computer was from Best Buy he told me to call Geek Squad and basically dropped the chat.

Instantly, my phone rang.  It was an automated call from Dell customer service to check on whether I had any remaining issues because they knew the chat was terminated prematurely.  As soon as the lady heard I was a Best Buy customer she also refused to provide support and told me to call Geek Squad.

At this point I decided to do some research.  I poured over the printed Limited Warranty in the box.  Everything clearly states that Dell is the responsible party.  I find nothing about a third party being responsible if the product is purchased from a retail outlet other than Dell.

Then I used the Dell Support Center to find the warranty associated with my service tag, here's what it says:

Next Business Day Parts Delivery: BBF 1/28/2008-4/28/2009 (409 days)
Next Business Day Parts Delivery DELL: 4/29/2009-7/27/2009 (89 days)
Technical Support - Phone Assistance DELL: 1/28/2008-4/28/2009 (409 days)
Technical Support - Phone Assistance DELL: 4/29/2009-7/27/2009 (89 days)

Armed with this information, I called Dell customer service.  The state-side service rep was very sympathetic as I explained how Dell's own documentation is steering me to Dell, starting with the button that called up the chat.  However, after consulting with his supervisor each time I made another point, all he could do is-- you guessed it-- tell me to call Geek Squad.  At one point his supervisor told him that my status was the equivalent of an HP customer calling Dell for help.

So I took the advice and I called Geek Squad.  I explained to the lady that I had an error message from a Dell Scan and I am trying to interpret what it means.  She promptly told me that if I want to talk to anyone at Geek Squad I would need to shell out 49 bucks.  When I protested, she suggested that I stop by the Geek Squad counter at Best Buy.

I did just that and I was told by Best Buy/ Geek Squad staff that EVERYTHING they sell comes with a manufacturers warranty.  I asked for some kind of proof and he called up my machine on their retail website and pointed to the "1 year warranty" line saying that this always means manufacturers warranty (and I believe him, since it says the same thing for all their devices, including stuff that Geek Squad wouldn't know how to fix).

Now I see the policy you refer to in this blog post, but I have to say it's a bit vague.  It says that you are supposed to take your computer to Geek Squad in order to get it fixed, but it doesn't say whether the actual service is provided by Dell.  My Sony laptop was bought at Best Buy and when the hard drive died I took it to Geek Squad and they sent it to Sony for me. 

If you look at the above citation from my Service Tag warranty it just says that Best Buy is responsible for "Next Business Day Parts Delivery," whereas Dell is responsible for phone support (and I assume this would include chat support too). 

Right now I am not having any problems with the machine (best computer I ever had, actually). In the event something goes wrong, I will insist on Dell support because the warranty that came with my machine says I am entitled to Dell support.  Is there a way to get clarification from someone at Dell about this who is high enough up the ladder to actually look at the documentation I am providing regarding the warranty that Dell is telling me I have with them?

After visiting the store I attempted to deal with this through email support and, once again, I was told to call Best Buy.  However, the email support guy didn't respond to anything I said, he just reflexively told me to go away when he saw the phrase "Best Buy."
 

Lionel, thanks for posting my entry on your blog, after I entered it I read your policy about not getting too specific about an actual customer service experience and figured, wrongly, that you would not post it.  I even said that in a post on another blog where your employee Mike was trying to respond to a less complete explanation of my situation.  Mike seems very earnest, but he has not responded to my latest post yet.  The other blog is called The Blade by Ron Shenone. 

I bought a dell laptop through best buy 2 months ago and the hard drive went bad according to dell tech.  He told me to take it to best buy (geek squad) and they will fix this under warranty.  Well, to my suprise best buy charged me 140.00.  I was under the impression that if something is under warranty the repairs, labor and whatever would be free since it's under warranty.  I reluctantly paid since I needed my computer. 

I quickly got on the chat line with dell to explain this to me and the response was ...yes it's under warranty but best buy has the rights to the policies.....What the heck does that mean.  I ask dell to explain further but really just got the run around.  Dell then said if I had purchased directly through them then the repairs and whatever would have been free.  

My question is what the hell is the warranty good for if you bought a dell computer through best buy?  Dell should not be selling their products through best buy and then not stand by their warranty. 

So basically, if you get a dell computer through best buy and you need some repairs, best buy will charge you for it even if your computer is under warranty.  The worst part is my computer is not the same.  Some of my drivers are missing and other things are gone.  Whats the point of all those disc being included if it does not restore your computer back to its original state. 

Right now, I hate both Dell and Best Buy.