As a Dell Registered Partner specialising in refurbished items, we are aware that “refurbished” can sometimes mean different things depending on where it is being used. As a result we often have the same questions asked repeatedly by different customers, so we thought it would be a good idea to collect them all into one place:
How do I tell which Dell products on your website are refurbished?
In short, all monitors, projectors, PCs and laptops on our website are classed as “Refurbished by Dell” unless stated otherwise.
We will occasionally receive a batch of brand new stock from Dell, and if we do these items will clearly be marked as “Brand New” in the item title on our website.
We will also regularly receive batches of faulty stock from Dell that our in-house engineers will refurbish themselves. These “Seller Refurbished” items will occasionally be sold on our website, clearly marked as “Seller Refurbished”, but the majority of this stock is sold via our NRG IT eBay store.
Why were these products returned to Dell in the first place?
We will unfortunately never know the exact prior history of any product we receive from Dell, due to a minor inconvenience known as the Data Protection Act.
However, through our contacts in Dell we know that the vast majority of our stock comes from large cancelled orders from businesses and corporations, rather than returns from retail customers. As Dell is still the supplier of choice for most large office buildings, this will not really be a surprise.
What happens to these products when they are returned to Dell?
This will depend on exactly how the products have been returned to Dell.
If the products in question show signs of having been opened or used, or if the box has been damaged or defaced in any way, the Dell engineers will unpack the item and give it a very thorough check. Once the Dell engineers are satisfied that the product is in full working order with no refurbishment required, they will re-box the product into a generic Dell-branded box and pass it on to us to sell.
Alternatively, if the item has been returned to Dell with the factory seal intact and there is no obvious damage or defacement of the packaging, the Dell engineers will not break the seal and will instead pass the item onto us as it is.
So it sounds like these products haven’t been refurbished at all? Is that right?
Unless a product has a specific fault or issue mentioned in the listing, this is correct. Although Dell officially class all of these products as “refurbished”, and so we have to as well, in practice the vast majority of our stock has not had any actual refurbishment done to it.
But what about some of the PCs and laptops you have for sale? They are marked as “graded” so presumably those have been refurbished?
All PCs we receive from Dell have already been through an initial check by the Dell engineers. This includes performing a complete wipe of the hard drive and testing all the relevant components to ensure they are fully working.
However, as a PC is considerably more complex than a monitor or projector, our own in-house engineers will always perform an additional check over and above the Dell certification. This second in-depth check can occasionally turn up minor cosmetic issues that were missed by the Dell engineers in their initial check, as well as any problems that may have happened while the PC was in transit to us from Dell.
If our engineers spot any fault at all with a PC, no matter how minor, we will always make sure that the fault is accurately and comprehensively described in the listing. We will also adjust the price accordingly.
Do these products include the original Dell warranty?
Dell does not include their manufacturer warranty with anything they class as “refurbished”. This will include any factory-sealed units and applies in all cases.
For this reason, we include our own warranty on every product, to ensure our customers are protected against any unforeseen circumstances. Depending on the product we can offer either an On Site or Return to Base warranty that can last anything from 90 days up to three years.
The exact type and length of warranty will always be specified on the listing, and full terms of our different warranty types can be found on our “Warranty & Returns” page.
If you have any further questions about our service, or any of our products, then please do get in touch and we will do our best to answer them for you.