Dell In Home Service... isn't in home?

Hi, I bought my M17x R3 last week from the Dell Outlet. It arrived on May 31st.

Today I found out that the left speaker is defective. So I called up Alienware support, and the girl said she'd have a technician sent out to replace both speakers.

However, now she's telling me that I don't have in-home service? She says In-Home service means I have to ship it to Dell's 'home' facilities to have it fixed. No way I'm doing that.

It specifically says on my invoice these key words:

939-0320 Dell Hardware Limited Warranty, Initial Year
1 939-0340 Dell Limited Hardware Warranty Plus In-Home Service After Remote Diagnosis, Initial Year

So... she remotely diagnosed the speaker as being bad, however now I have to send it in? That's not in-home service, and Dell specifically says in-home service means a technician comes out to YOUR home.

She's telling me I'll have to pay an extra fee to add on 'inhome service' to my warranty. Can anyone verify whether this is a load of BS or not? I think it is.

She's also saying that because I bought it from the Dell Outlet, I also can't upgrade my warranty or get a better one.

 

You've got it right there in black and white. I didn't think buying a laptop on the Outlet made any difference. What I'd do is call again, talk to a different rep, and you'll likely get a different answer. Sad, but true.

 

That's what I thought I'd have to do, so you're right. Guess I'll be calling customer support in the morning.

Also, judging by your username, you either have or used to have a turbo DSM, right?

 

Heh, heh, yeah. I've owned a 1991 Talon TSi AWD for 10 years now. Just finally getting to the point where I have enough money to get the mods I've always wanted. Good luck with the *other* rep. I've talked to two different reps and gotten literally two different stories.

 

That's the stupidest thing I have ever heard..."In Home" is in Dell's home office. LMAO

 

**Chuckles and tears**