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Terrible Shipping Experience and Poor Remedial Action by Dell customer service

USA Customer Care Board

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Terrible Shipping Experience and Poor Remedial Action by Dell customer service

  • I ordered an LG 55-inch 4K Ultra HD Smart TV OLED55C7P UHD TV through Dell. I received the item this morning. The box had a very large rip that the delivery driver pointed out to me. (the package even stated the shipment was loose on the receipt) I decided to open the box, with the driver present, the TV looked fine, I was in a rush to get back to work, so I decided to set it up when I returned home. When I plugged in the TV  the backlight would turn on and shut off right away.

    I immediately called Dell customer service, explaining the problem, they said it was most likely a manufacturing issue, and I needed to call LG to be able to complete the exchange. After explaining what happened to LG, they said it was likely a hardware issue due to a drop. I asked them for a ticket number to give back to Dell to avoid having to pay a restocking fee, and got nothing from customer service but a run around between departments. 

    How hard is it to complete an exchange when I've had the TV less than 8 hours? 

    Help resolving this would be greatly appreciated. 

  • Greetings,

    Sorry to hear that. This is definitely not what Dell is known for. Please private message the order number, registered name on the account and your email address.I'll be able to assist you further. 

    You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.

    Dell-Sahana R
    Social Media and Community Professional
    #IWork4Dell
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