Dell Financial
Services Customer Service Refused to replace or credit a netgear wireless router that was defective

I bought a netgear wireless-n dsl router as suggested by the online representative. I wasn't at my home when it was delivered in fact I had to go to multiple funerals out of town and didn't return until 3 weeks later, then I opened the box. I plugged everything in just as instructed and I am pretty well versed on internet and modems. When I went to plug in the dsl jack it wouldn't even recognized it so after troubleshooting everything I had a friend try IT guy looked at the modem and said you have NO connection wires in the dsl slot. Even a telephone has copper wires in the slot which is how it connects... There were none and the slot was loose almost ready to fall out.

Clearly this was defective. So I called customer support. They told me I had 10 days to return it regardless... I explained my situation and they said regardless they were not replacing or refunding no matter what. I was not happy... It wasn't like I was joyriding, I had FUNERALS of my family in CALIFORNIA to attend to. Coming home and finding this not working and was defective during my bereavement and then the customer service agent acted very snide and hateful. They told me to contact netgear.

So I call customer support at netgear and give them the number id. They tell me where did you purchase it? I told them Dell and they told me that that number wasn't even in their system and that I would need to go through dell because they have their own codes and he couldn't refund or replace because the computer didn't recognize the id.

So here I am stuck with a piece of junk that cost me $119 and no help, I cannot fix it, I cannot do anything with it. I am actually leery of a replacement I just want to send it back to them and get a refund.

So... Once more I called them back and told them what netgear said and they said that was wrong and they can do nothing about it unless I had purchased an extended warranty that they refused to replace or refund the item.

I think this is very poor business... They never tried to listen to me or work with me and I have been a very very loyal customer with them for 2 years. They over that time period did make lots of mistakes but they always were willing to fix it and have integrity. They don't even consider me a loyal customer, I could have just went to a local store or ordered elsewhere and next time should the need arise... I certainly will.

Company: Dell Financial
Country: USA
State: Texas
City: Austin
Address: PO Box 81577
Phone: 8002832210

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