FAQs - DFSDirect.ca

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FAQ's
DFSDIRECT.CA - FAQ's
About Dell Financial Services Canada Limited Technical Support Customer Feedback Shipping What are off-lease computers? Contact Webmaster Contact us What does my Warranty include? Where can I receive technical information? What are my payment options? Do I have to pay taxes for my personal purchase? Returns What if I receive a damaged system? Transfer of Ownership Is software included? What are Open Box Units? What comes with my DFSDirect order - what's in the box? My credit card was charged $5, what is this for? About Dell Financial Services Canada Limited Established since 1997, Dell Financial Services Canada Limited was solely created to provide financial solutions and comprehensive asset services to customers of Dell Computer Corporation. As part of our comprehensive asset recovery program, our DFSDirect.ca online store is your source for quality off-lease Dell computers. Each of our computers go through a stringent visual and technical refurbishment process to ensure their quality. Top Technical Support Please check the Dell Support site at www.support.dell.com before contacting Dell Financial Services. You will be required to enter the serial tag # of your unit to gain access to this site. The site contains manuals which can be downloaded, technical specifications on your specific system, and downloadable drivers patches. However, if this does not solve your problem, or if you require additional information, please send an email to customerservice@dfsdirect.ca along with your order number, service tag number, and a brief description of the issue - or call 800-891-8595 Monday - Friday between the hours of 10:00-6:30 EST (excluding holidays). Top Customer Feedback General comments and/or suggestions regarding our DFSDirect.ca online store are welcome and can be emailed to customerservice@dfsdirect.ca Top Shipping How Much Is Shipping? DFSDirect.ca offers Standard (3-7 day) and Express (1-3 Day) shipping options. Shipping charges will vary depending on the weight of goods shipped and the destination location. You will be given the exact shipping charge when using the Checkout facility. Our preferred shipping carrier is UPS Courier. When Will My Order Ship? Orders placed by 2:00 PM EST on this website typically ship the next business day upon payment approval and order verification, excluding weekends and holidays. However, factory delays, issues with payment approval, or order verification may delay shipment. How Do I Track My Shipment? You can find the tracking number for your order by logging into your account at DFSDirect.ca, then selecting Order History. Tracking numbers will not be available until your order has shipped, so please allow 1-2 days after placing your order. If you have questions about your order please send an email to customerservice@dfsdirect.ca with your order number and service tag number, or call 800-891-8595 Monday - Friday (between the hours of 10:00-6:30 EST excluding holidays). Top What are off-lease computers? Off-Lease Computers are systems which have been leased through Dell Financial Services Canada Limited. When returned from lease, they are comprehensively tested, cleaned, and given a Retail Certification from Dell Financial Services Canada Limited. This is your guarantee that the system is in good working order. These systems are guaranteed by our 30 day money back return policy and come with a 100 day limited warranty. DFSDirect coupon codes and special offers only apply to off-lease units, and do not apply to Open Box units, unless specifically stated. Top Contact Webmaster If you would like to report a problem with the site, please send an email to webmaster@dfsdirect.ca Please be sure to indicate the following information: 1. Browser Type (e.g. Internet Explorer, Chrome, Firefox, Opera etc.) 2. Browser Version (e.g. 8.0 -- usually in your browser's Help menu, check under About...) Top Contact us Sales Questions / Customer Service / Technical Support Email: customerservice@dfsdirect.ca Phone: 800-891-8595 Monday - Friday (during the hours of 10:00-6:30 EST excluding holidays) Top What does my Warranty include? Your purchase will be warranted for 100 days from the date of purchase indicated on your invoice. If you purchase an extended 1 year limited warranty, your purchase will be warranted for 1 year from the date of purchase indicated on your invoice. If you call us with an issue during the warranty period and the problem is covered under the limited warranty, we will attempt to diagnose and fix the problem over the phone. If a replacement part is necessary, we will ship you, at our cost, a refurbished replacement part. Certain exclusions apply. Click here for the warranty terms. The limited warranty does not apply to our AS IS specials which are only guaranteed working upon receipt. For an open box purchase, please refer to the Dell factory warranty that is provided for each unit. You may also be eligible to purchase additional warranty directly from Dell. Please refer to the Transfer of Ownership section for further details. Click Here for additional warranty information for Quebec residents. Top Where can I receive technical information? Simply go to: www.support.dell.com website. You will need to type the Product Code number into the Service Tag area and select Go. You will be presented with all relevant information which is associated with the unit in question; this includes documentation, system specifications and available software downloads. If this does not answer all of your questions please email us at customerservice@dfsdirect.ca Top What are my payment options? We accept VISA and MasterCard. Financing is not available. Top Do I have to pay taxes for my personal purchase? Local Provincial Sales Taxes and Goods & Services Tax (GST/HST) will be charged on your purchase. DFS is registered in all Canadian provinces and as such must charge whatever taxes are standard in that particular province. Please note that we cannot process personal PST exempt orders (i.e. Indian Status) Top Returns What is the return policy? You may return the products purchased from DFS within thirty (30) days from the date of the DFS invoice and obtain a credit of the purchase price (excluding shipping and handling charges) to the credit card account used to purchase the products. To return products, you must call DFS at 800.891.8595 to receive a Return Material Authorization and instructions on returning the system back to DFS. For complete details on our return policy please see Terms Conditions of Sale. Is there a restocking fee if I return the product? Yes, unless the product is defective (as reasonably determined by DFS at DFS' sole discretion) or the return is a direct result of a DFS error, DFS may charge a restocking fee up to 15 percent of the purchase price paid. Top What if I receive a damaged system? If you receive a shipment that is damaged this should be noted immediately upon receipt/delivery with the Courier driver. This can also be noted when signing for delivery (i.e. your signature – followed by the word “damaged”). Damage during shipment must be reported within 24hrs of receipt/delivery by contacting DFSDirect at 800-891-8595 or via email to customerservice@dfsdirect.ca If you have problems with your order please send an email to customerservice@dfsdirect.ca with your order number and service tag number or call 800-891-8595 Monday - Friday (between the hours of 10:00-6:30 EST excluding holidays). Top Transfer of Ownership Transfer of ownership will happen automatically within 7 days from the date of shipment. If you would like a status of your ownership transfer please send an inquiry to customerservice@dfsdirect.ca Please note ownership transfers are NOT required for monitors. Top Is software included? Our systems are supplied with an operating system unless otherwise specified. We do not provide upgrades or parts other than those specified on our website. You may however purchase upgrades or parts directly from Dell Parts at 1-866-440-3355. For software inquiries, you may contact Dell Software & Peripherals at 1-877-501-4803. Top What are Open Box Units? Open box products are returned units from Dell customers who have decided not to proceed with their purchase. All open box products go through our stringent visual and technical refurbishment process to ensure their quality. Open box products provide exceptional savings as well as value added features such as Dell's standard factory warranty and bundled software. DFSDirect coupon codes and special offers do not apply to Open Box units, unless specifically stated. Look for the Open Box icon on the image while searching the site, or check out the Open Box page now! Top What comes with my DFSDirect order - what's in the box? Please note that all of our units are sold individually unless specified as a BUNDLE deal. Unless Otherwise Specified: All desktop systems include Keyboard, Mouse, Power Cord, and Optical Drive (DVD, DVDRW, CDRW/DVD); Laptops include Power Cord and AC Adapter, Optical Drive (DVD, DVDRW, CDRW/DVD), and a Tested/Functional Dell Battery. Top My credit card was charged $5, what is this for? Like many other online retailers, we charge a nominal fee to your credit card to verify your billing details. This pre-authorization will expire within 3-5 days depending on your banking institution. Top

FAQ's

DFSDIRECT.CA - FAQ's

About Dell Financial Services Canada Limited

Technical Support

Customer Feedback

Shipping

What are off-lease computers?

Contact Webmaster

What does my Warranty include?

Where can I receive technical information?

What are my payment options?

Do I have to pay taxes for my personal purchase?

Returns

What if I receive a damaged system?

Transfer of Ownership

Is software included?

What are Open Box Units?

What comes with my DFSDirect order - what's in the box?

My credit card was charged $5, what is this for?

About Dell Financial Services Canada Limited

Established since 1997, Dell Financial Services Canada Limited was solely created to provide financial solutions and comprehensive asset services to customers of Dell Computer Corporation. As part of our comprehensive asset recovery program, our DFSDirect.ca online store is your source for quality off-lease Dell computers. Each of our computers go through a stringent visual and technical refurbishment process to ensure their quality.