Dell review: Defective computer sent to childcare center upnoth

I am filing this complaint regarding a very disappointing experience with Dell Canada involving a defective computer and a lost return shipment.

I purchased a Dell Pro 24 All-in-One Plus computer for a daycare in Nunavik. The outer box was completely intact, but the screen was broken upon first power-on. I contacted Dell immediately, but they refused to replace the product, citing their internal 30-day return policy, even though the defect was present at delivery.

Dell then instructed me to return the device for repair and provided a prepaid shipping label and box. The computer was shipped exactly as instructed. Later, the package was lost. After multiple follow-ups, Dell confirmed in writing that the shipping label they provided contained the wrong destination address, and the return package was delivered to Willowdale, Ontario instead of Dell’s actual office in Toronto.

Despite admitting that the return package was sent to the wrong address due to their own label, and despite the fact that the original unit was delivered defective, Dell has refused to replace or refund the computer.

As a result, I have been forced to file a claim in the Small Claims Court of Quebec to attempt to recover the cost of the computer, the time spent trying to resolve the issue, and postal expenses.

This experience reflects a serious failure in customer service and accountability. I am requesting that Dell Canada take responsibility for the defective unit and the lost return shipment and provide a full refund.