Why is American business failing? Stupid policies, offshore customer service, and arrogant "corporate" representatives. I had a laptop that quit charging. I ordered a power cord online from Dell to replace an existing one that looked frayed. Since that didn't fix my problem, I ordered a new battery.

When that didn't fix the problem I took the laptop to a local repair shop and found out that the mother board had failed and the computer (which was old) could not be fixed. I contacted Dell to return the power cord and battery, to find out about possible repairs, and if needed to buy a replacement computer. I was told they would not take back my power cord or battery because I had exceeded their 21 day return policy. (By the time I had worked my way through the diagnostic process, bought the two pieces of equipment I thought I needed, then had the computer looked at by a professional, it had been 23 days.)

I spent half a day on the phone, making my way to the highest levels of "American" customer service support -- all in India. I went through four levels of "help," and I got no assistance, just scripted English replies from people who obviously didn't understand much of anything I was saying. When I challenged their understanding of my request, I got arrogance, a lack of caring, and really stupid "corp speak." No one cared that they were making a loyal Dell customer very, very angry. No one seemed to understand that if they just bent a little on their 21 day policy and took back the items I had purchased and that could be restocked and resold, I would purchase a replacement lap top from Dell.

It seems like a no-brainer to me -- take back $250 in unused equipment that can be restocked and resold and in exchange make a sale worth more than $1400. Isn't that good business? No, obviously not.

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