Someone clarify NBD warranty that i took for 2yrs.....please.

hi guys.

Ok.....so my m17x R2 has been playing up for quite some time....many of you may have seen my thread in the 17x forum about sleep/brightness issues etc....

To get to the point....I took out 2yrs NBD warranty at time of purchase.

Got off the phone to a Dell EXECUTIVE customer rep today and after a very brief remote diagnostic, in which he wanted to flash my bios to A10 to see if it solved the issues (which I know it wont as I have run A10 and it makes nadda difference), he stated that I would have to send my system to a depot.....this seems to have bypassed my NBD in home warranty and has left me feeling really pissed at the fact that I bought it in the first place.

Tell me, can I INSIST on having an "in home tech" come to me instead of having to send my lappy to the "graveyard of graveyards" know as the depot?

Cant help thinking that im getting shafted here - yet again....

Can someone enlighten me as to what my 2yr NBD warranty actually enitles me to?

Thanks in advance for any contributions.
Steve.

 

Thats exactly what it means... Onsite repair - not repair depot.

Now, if you are looking at a replacement situation, you might need to comply with the repair depot request. That will be something to work out with the rep if it comes up.

If we're talking motherboard or any other part swap, then its onsite.

Give them a call back and talk to a supervisor. Best to review the terms of your service agreement prior to calling back.

http://www1.euro.dell.com/content/t...uk&cs=ukdhs1&l=en&s=dhs&~ck=anavml&redirect=1

Also check your HDD. There should've been a .pdf which contains your service contract.

 

Batboy...thanks. I think you may have an idea of why I am asking as its in relation to my sleep/brightness thread on the R2 forum.

I dont wanna enter into things to much here but I really hope you can help out and advise me a little.

You may know that we have had the test bios from Chris (DellChrisM) for several months now and we have had the required number of "test guinea pigs" that Chris asked for.

Its been two months now and it obvious that this doesnt work. Im pretty sick of having a system that doesnt work properly so I contacted Dell Executive Customer Support to air my issues.

This problem persists on ALL Dell bios revisions including A10, but the rep I spoke to today wanted to flash me to A10. I tried explaining things to him about the test bios but he knew nothing of it etc etc.

Basically, he said that i would have to send my system to the depot for further analysis....which to me, seems to bypass my NBD warranty.

I need specific clarification what I am entitled to regards warranty...can I claim three home visits to attempt a repair (even though we all know its not fixable as I have proof/confirmation from Chris that its STILL not been fixed and they dont have an eta or timescale as to when it may get fixed either) prior to having to send my system to the depot?

It seems rather fruitless (and i tried explaining that to the rep) but he wants to go thru the motions i guess....I have said that I have had enough of this after agreeing to test out for Dell and have been doing so now for months with no fix...im tired of this...i just want an end to it all.....

All I want is a system that I can use without problems.....surely not too much to ask?

Please Batboy, any help you can offer me would be greatly appreciated...I know you have kept an eye on this topic in the past...hope you can help out again.

Regards
Steve.

 

Now where would that be as I have lost count of the number of clean installs i have performed to try and find the cure for this sleep/brightness issue....I very much doubt it would be still on my HDD?

 

it seems they can't place the blame on a certain part. the nbd warranty would be if they were going to replace a certain part. what part(s) would you have them replace?

Talk to another csr sup and see what they have to say. dont mention your other calls, unless they talk about em. and definitely be nice. i know it's easy to get frustrated with them, but it's probably not going to get you very far.

See if you can negotiate an exchange for a new one (probably will be a newer model), instead of having it go to the depot. idk what their rules on this are, but if you've been complaining to them for a while about this, maybe they'll allow it.

try telling them that you simply cannot be without a laptop, so you need them to send a replacement or repair the current one

believe he linked to it

 

I have done that. I emailed politely and a few days ago, got a reply via phone call today. Bear in mind I am in the UK and these guys are in India...they dont give out telephone numbers, the only way I can contact these guys is via email and i had emailed [\\] and they phoned me. There is no way for me to actually telephone Dell Executive Customer Resolutions whatsoever.....unless someone can enlightenme to how for the UK - maybe its diferent for you guys in the US - maybe you can get through to higher levels but for me in the UK, if i want any issue adressing, this is how i have to do it...via email and WAIT!

I tried explaining politely my circumstances and the problems faced but I dont hink he knew anything about the test bios that we have been running from Chris @ Dell....and the fact it doesnt work comprehensively.

He asked me what I wanted and when I said I would like a replacement, I was told point blank NO. I had not been rude or offensive whatsoever. Basically he insisted that before this would even be contemplated, my system would have to go to the depot.

I explained that i cannot afford to be without my system for any long period of time but that made no difference.

Regards to replacement parts, heck, I have heard that they replace MB's on every tech visit as a matter of course....I dont know what the problem is...thats their look out to diagnose...i still fail to see why my system should have to get sent away without even one home visit to see whats wrong...even though I know whats wrong and it doesnt need any hardware replacing...

This whole debacle is down to Dell bios....and there is NO fix for it....sending my system off isnt going to rectify that....nothing is going to rectify it UNTIL Dell release a biso revision that DOES rectify it! - and as there is no ETA on such, I am fed up of owning a system that does not work properly.

I have given my rep Chris Mixon's details in the hope that they liase and Chris tells him the same as he told me today via email...that engineering do not have an eta for any fix for this issue.

I have lived with it long enough and to be quite honest, enough IS enough...4 months of it should be long enough for anyone to have to go with a faulty system that doesnt function 100%.....

 

I wonder if you'd have any luck if you talked to a North America based service rep..

here's the number i have for tech support. idk if it actually makes a difference though:
1-877-293-1197
1-866-795-5597 (this is for their Solution Station. their non-hardware warranty support. says that you'll only get charged a fee for using this number if they can fix your problem. "no fix, no fee!"
there's also 1-800-ALIENWARE

idk which of these you've tried/ if they make a difference on where they direct your call. I know my uncle got pissed at the India tech support and asked not so nicely to be transferred to someone in the US, and they did it. turns out the person he was transferred to actually lived down the street from him lol

 

Thanks but I am in the UK....I dont think Dell USA would deal with me.....unfortuantely I am stuck (and I am by no means racist or anything like that) with some Indians who just read off a screen and have no empathy with the person on the other end of the phone.....actually and its OT but I had become really good friends with the Indian rep whom I bought the system off, i was going to go out to Hyderabad in India to see him get married but couldnt make it due to work commitments....

Now if someone had an email address of a useful USA contact I would be VERY interested to hear of it.....

 

Sorry Steve. Bottom line is that you have to deal with support if you want to receive support under the terms of your warranty.

The terms of sale include that when calling support, you must work with the rep. I cant recall specifically where this is stated however if you review the terms of sale and also the warranty support agreement, you'll find it listed. If they insist on having your unit sent to the depot, you cant really argue with it if you are seeking a replacement. You must work with them.

In regards to BIOS A10, I cant suggest any specific route here other than to reach out to Chris or one of the other Dell reps. If A10 did not resolve the issue, you'll have to seek assistance from Chris. Perhaps he can contact Engineering or some other entity at Dell which can revisit the fix implemented with A10.

You also have this -
Dell - Support

Steve, since this relates to A10, please use that thread or this one -
http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

Not trying to kill your thread but since we have two threads which cover this - either the actual A10 thread or the warranty issues thread, we do not need a third. Shoot me a PM if you want to discuss this further.

Hope it works out...