XPS M1730 Warranty - Scam?

Hi everyone. It's been a while since I last posted on these forums - simply because I haven't had any issues in a while. However, my 'R' key broke off my keyboard, which as you can guess is VERY annoying. I extended my warranty for 3 years - £160, assuming everything was covered. I called up Dell, after waiting 20 minutes on hold in their 'Premium Warranty' Queue, I got through. After reciting my service tag I was told that my warranty had expired. I told them my order number, and after another five minutes on hold they finally pulled it up. They then told me my battery and keyboard weren't covered by my warranty - it was only covered for my first year.

I was lead to believe that the warranty I was purchasing was exactly what I had last year - which clearly it isn't. Also, here is a quote from the email that the representative sent me to try and get me to buy the warranty:


"ALL PARTS & LABOUR IS COVERED:-

Each and every component of the system would be covered under this warranty. If there are any problems with your System; we will send a Dell Certified Engineer, the very Next Business Day to your place and he will fix-it for FREE and also replace the parts .This Warranty covers the labor & parts Absolutely Free

Feel free to reply to this e-mail to avail the offer or call me on (0870 353 6030 Ext 79924)"

Now, should that or should that not cover my keyboard? I am in outrage that I spent so much on this computer, then warranty, to be treated like this and essentially lied to.

I have emailed asking for a refund on my warranty - my home insurance covers everything, not just what Dell decides to change. I could understand the battery not being covered, as it even says this in the BIOS, however the keyboard? Load of crap.

I'm very happy I kept the email though, as you can see above they said ALL PARTS. Not my fault that their wording was misleading, eh?

Anyone else had issues with this, or had their keyboard covered with the next business day on-site repair?

 

Unless its specific to the UK (which I doubt and would love to see documentation stating it is), keyboard should be covered - you should have no issue obtaining warranty service for it.

Did you try calling back and talking to another rep? If not, give it another go.

 

Hey BatBoy, long time no see. I have just double, triple checked, and found this in the same email:

"We cover all the mechanical issues and every single minute component of your system is covered under warranty. (Except battery & accidental damage)"

As I thought, battery. I don't see keyboard there, do you? The technical support, if I can even call them that, told me that my keyboard was not covered under wear and tear. Wear and Tear IS NOT accidental damage, which the above says isn't covered. I think I'll call them back as you say, wait another 20 minutes on hold and read them this email nice and loud.

I'll let you know how it goes.

 

Yeah - sounds like the first rep you had was already done with their Friday and mentally into the weekend. Just give em a call back - probably no need to get confrontational with them unless the second rep gives you static. Just tell em its non-functional and you need a replacement sent out. Hopefully they dont make you walk through a 25 min diag.

 

still Sitting on hold since I posted last...probably cost me less to buy the keyboard lol.

Don't you just love being premium support?

 

Yeah - I know. If you were in the US, I would suggest trying an alternative #. As I understand it, in addition to calling the regular support # and going through the typical process of having your call routed, another option is to call the Dell Warranty Parts Direct Program. Apparently, they have their own technical staff to troubleshoot and if it fails you deal directly with that agent - no tier 2 and so on.

I have not tried it as I haven't required service with the new system, but if and when I do, I'm going to give it a go and see if its quicker with less headache.

 

Been on the phone for 50 minutes now, same crap with the warranty, I actually had to email the representative my order as they couldn't find it, and they're now saying again wear and tear isn't covered. I forwarded them the email and they told me that it's still not covered. After fighting, literally fighting down the phone another ten minutes they said they will cover it as it was promised. Why should I have to fight for what I paid for? ridiculous. My mom was trying to get on the phone to start world war III, but I was trying to spare the poor man.

Apparently because my original warranty doesn't cover wear and tear my extension doesn't even though that was never told to me. I told him that's what I paid for and told him to double check the email, constantly reiterating the fact that I couldn't see the part where it says wear and tear isn't covered by this.

He didn't sound too happy but neither was I heh. Ridiculous service.

 

In my opinion the Dell warranty is not worth the paper its written on.

Can someone answe me this:

I bought my M1730 not long ago and paid for a 4 year warranty, my M1730 developed a fault that Dell couldn`t resolve due to the M1730 being discontinued, they had no Extreme X9000 processors and no 9800M GT cards.

How can Dell be allowed to take peoples money for a warranty where they knew full well that they wouldn`t be able to give you the back up required in the future due to that machne being discontinued where they would have a lack of major parts, they knew that they wouldn`t have certain parts for the M1730 in the future like Extreme X9000 processors and 9800M GT cards yet they still take your money.

In my experience with Dell its basically "we have your money now sod off and tough luck".

 

Stig, if they can't resolve it due to an issue on their side you are entitled to ask for a laptop of equal or greater specification. It's their fault, and thus their problem - many people on these forums have had similar issues and got upgrades from it.

 

Its not that straight forward if you have bought your M1730 from a Dell reseller as many on here will testify too, they will try and force a refund on you but for the amount that the reseller paid to Dell and not for the amount that you paid to the reseller even though you have paid for a warranty like everyone else.

Mine was a long running saga like quite a few people have had on here with Dell, i will never have another Dell/Hell product in this house again, its a joke of a company and their customer care is even worse.

 

Sorry you feel that way Stig. Personally I've learned long ago never to buy something with so much value as an M1730 from an Ebay reseller. The small amount you save up front by buying this computer from ebay doesn't match the inconvenience it would cause if there were problems with the system and you had to deal directly with dell anyway. I always think large purchases should be directly with the vendor, no middle man for that one. Now iPhone cases on the other hand and CPUs, that's what Ebay's for


Having your credit card transaction say DELL directly carries more weight when it comes to warranty replacements for sure. If dell never had the transaction with you directly, maybe you can't sue them for reneging on a replacement machine and win the case. They could just say, yeah he's got service, and part is on hold, but he's not getting a new machine.