1/5

posted Jun-26-2012

I ordered a Dell XPS 8300 desktop computer from CedarPC online on December 6th, and was initially impressed by the price, and the speed at which it was shipped out. I regularly purchase (3-4 PCs per year for personal and business) Dell laptops and desktops from their Outlet site, some of which are classified as Refurbished, others which are Scratch and Dent.

Based on the information provided by CedarPC (Item Condition: Dell Certified Refurbished in Retail Box, and Condition Grade: A), as well as the high-resolution photos, I was certain that the pc ordered was going to be refurbished and in “like new” condition. In fact, the high resolution photo provided by CedarPC shows a perfect Dell XPS 8300 with protective plastic on the front bezel.

When the computer arrived via UPS, the box was in perfect condition, and it was still factory sealed from Dell. As a result, I was surprised to see scratches and blemishes on the computer, including the front bezel which had no protective plastic wrapping. The computer was meant to be a Christmas gift, and while I was willing to accept a few minor blemishes, there were at least two deep cuts – one in the top plastic bezel, and another that went through the paint down to the metal on the side panel.

Shortly after opening the package I called the Chantilly store, where I was immediately put on hold for 25 minutes and hung up on. I tried calling back but there was no answer, the phone just rang and rang.

I knew that customers could submit an RMA request online, but my purpose in calling was to see what could be done about an exchange, or what suggestions CedarPC might have.

My biggest concern was that there was a limited supply of these computers – only 6 left after my initial order. I called CedarPC twice on the next business day but got no answer. Called twice more on the next day, again with no answer either time.

The following day I finally spoke to a representative, Chi Nguyen, who asked me to send photos of the scratches on the PC, which I did. I also discussed with him the fact I was concerned about the limited quantities, and that by the time the computer was returned for exchange, there might not be any units left to exchange with. When I sent the photos, I asked that Chi to set aside one of those units still available, open the box to inspect the item, and use that one for the exchange.

The photos were reviewed by Chi, and the RMA was approved. I sent the PC out the next day, it arrived at CedarPC two days later. I called for an update on the afternoon of the following day and was told that the RMA has not been processed yet - okay. I finally received a response regarding the RMA five days later, when Chi sent an email outlining their “Grading” policy, stating that "all computers have scratches", and notified me that a refund would be issued as all units were now gone... big surprise.

I was charged for shipping both ways, but not a restocking fee. So I only paid $63 for a big headache and no item in the end - a pretty good deal. I asked if there was a manager I could talk to about my complaints and was given an email address for Tea Doan. I sent her a detailed email explaining the situation and my concerns - no response. Thanks CedarPC!

This review was modified by SpaceSpeed on June 26 2012 10:28:47 PM

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