Alienware M17r1 accidental damage service refunded when trying to file a claim

I bought a nice used m17r1 and extended warranty with accidental damage coverage the same day. I had to pay a little extra since it was out of warranty at the time. Well today my 2 year old thought my laptop was dirty and gave it a bath. She knocked over my drink while i was putting on a movie for her. I quickly pulled the battery and ac adapter hoping it will be fine. I have not even owned this laptop that long. Today i contacted dell service through twitter and they said my laptop was not eligible for accidental coverage since it didn't have it at the time of purchase and that i was getting a refund.

I call shenanigans on dell. I had to enter my service code in order to buy the extended warranty.

Is Dell now scamming people who buy extended warranties by just refunding the people who try to file a claim and pocketing the money from people who don't?

Do i have to get the BBB, The Attorney Generals Office and the local media involved. I already saved everything i could find pertaining to my warranty purchase and accidental damage coverage.

Any help to get this resolved would be greatly appreciated.

 

you can save nearly all the time it would take to contact the BBB, your state's attorney general, and your local media if you just call a lawyer and have them tell you if your claim is legitimate. otherwise i would just contact non-twitter technical support and calmly escalate the level of support till you speak to someone that can offer a reasonable explanation or resolution. and tell your two-year old to stop bathing your electronics.

Sent from my PI39100 using Board Express

 

Krunkymonkey, my condolences re: your machine. Both my wife and I have run into questionable practices regarding Dell warranty extension offers, including Completecare, which in my case have not yet been resolved.

Krunkymonkey, I think you're on the right track. You would hope Dell would resolve the issue. Agencies have an entirely different arsenal of tools at their disposal than you do, because they're in the regulatory/enforcement business, and they won't charge you money. I also bought an inexpensive phone-line to microphone-jack adapter from Radio Shack so that when I call Dell or any other company regarding orders, I can first inform them that I'm recording the telephone call, and then I can record it for documentation purposes.

Good luck!

 

Well they finally offered to repair my notebook only with certain conditions. It would be a one time exception and i would have to ask for a refund of my accidental coverage. I think I might take this offer as it would fix my laptop and save me a lot of time fighting them over this issue. I would still have my hardware warranty. What is strange about it is that they didn't say that they were going to give me a refund but i had to ask for it. Which makes me think they just want me to cancel it. I read every warranty doc dell has and no where does it say that you had to have accidental coverage at time of purchase in order to purchase it again after the warranty expires. I even had to enter my service code to see what warranties are available for my system. I think i might sent all my information i gathered about this indecent (i have screenshots,receipts, and email conversations) to my attorney generals office even after my system is fixed. Because It seems like a scam to me. If my system is not 100% functional or they give me the run around i will file a complaint with the BBB and local news media. I think there is a big dell depot near me so they probably don't want all the media coverage they would receive

 

What I can say about this is that I'm surprised dell even sold you the AD waranty after sale. They use a 3rd party insurance company for this and we all know about insurance companies and a 'break in coverage'. Try getting help for a pre-existing condition when there is a break in your health insurance!

 

but it wasnt a pre-existing condition it happened after i had the warranty

 

But there was a period of non-coverage when you first got it. Insurance companies just jump on these things to get out of paying. I reckon that dell tried to claim on your behalf and it was rejected, so they realised that they should have not sold you it for a non-new machine. Now they are at least offering to cover this as a one-off (and refund you the money) as it was their mistake.

 

I'm glad that you got a resolution for that even if it was a one time exception. MickyD1234 is right about the CC warranty. We don't sell them after purchase except in a 30 days timeframe after the computer was bought. That's just a policy that we need to follow.

 

I too also bought a Warranty,and a complete care warranty January 2014 on a M17x .Dell took my money,then about a 100 days into the warranty, I had an accident .I called Dell,and they said that my CPU was not suppose to be under warranty,and that I did not qualify for repair,that their representative sold it in error,and then they offered a refund (THAT I REFUSED ! ) .I told them that if they did not fix my CPU that they would end up in civil court for a breach of contract,and fraud .Dell was happily just going to keep my money when the warranty expired ,and not say a word .You should refuse any refund ,and take this matter to Civil court .Dell is doing this to 100's of people .A class action lawsuit would fix this very quickly . When Dell sells a warranty they should stand behind it .They can be sued for this .Do not let the statue of limitations run out .It only cost like $175.00 to file the case,and if you bought everything through Dell ,like the laptop,and warranty, you will win this case.You can sue them for up $3,000 $5,000 $10,000 plus court cost depending on your case .Dell needs a wake up call,and needs to stop selling warranties that they do not stand behind .Here is a link on breach of contract Breach of contract - Wikipedia, the free encyclopedia