- I hate to post this here, and down vote me if it's off topic, but I feel this is more cautionary then rant. Sys admins and such - make sure you read the terms of products you purchase or else be out a chunk of money.
- I have stood behind and helped recommend hundreds of thousands of dollars in Dell equipment over the years; from Optiplex PCs to laptops, to servers. I love and use Sonicwall routers where I can and Dell has always been my goto for "cheaper" office equipment. Until today.
- Sonicwall, which in recent years was acquired by Dell, according to Dells Terms, is a absolutely, not returnable product. In fact, it would appear, any product Dell sells that was acquired by Dell and is not their own product, is not returnable.
- So last week, feeling our consumer grade Linksys / Cisco router was about to fail, I went to my go-to - Sonicwall. Found a TZ300 - perfect size for a small business - and ordered.
- Product arrives; open the box - quickly realize there are no Wifi antennas sticking out of it, put it aside, tell the boss I made a mistake and promptly order the correct one, a TZ-300 W (W standing for Wifi)
- Call Dell Sales / Customer Service today to return the incorrect product and find out Sonicwall products are not returnable. Customer service reps citing this is clearly listed in Dell's terms.
- A link to the terms is listed no where on the technical specs page of the TZ300. Nor are they listed on the Customize page. I was informed by Customer Service that they are listed on the checkout page and that I agreed to it during the checkout process. Having no intention of ordering a 3rd, I cannot verify this correct or incorrect.
- Bad taste in my mouth now - I try to cancel the 2nd order for the Wifi enabled router - I have a non-wifi router that I can't return, I have no need for 2 routers here. Customer service now tells me because the router has shipped, it cannot be canceled, nor returned. Now I have 2 (1 in transit)
- The link to the terms that explains this? Buried in the footer, 4 links deep under Terms of Sale > Returns
- Dell's Twitter account appears to be unresponsive. The returns department including management appears to have no interest in resolving the issue.
- It's $500 new. Is it gonna break us? No. But money is money and crappy business practices are crappy business practices.
- ... Anyone need a TZ300 WITHOUT wifi? Shipping from NY, USA. Brand new, box opened, plugged in, never used or configured.