Problems? See this thread at archive.org.
I've bought around 10-12 different Dell products over the last 5 years. So I've had a fair amount of contact with their customer support. Overall it's usually been pretty great in regards to the XPS line. I've always been nice and I one time swapped out my own mobo so they didn't have to send a tech. I try not to a be a problem customer, but I also expect them to follow through on their end.
About 4 months ago they replaced a laptop under a complete care warranty, a Dell XPS 1647 i7 (a gin and tonic knocked over while playing CIV 5 killed it). They sent me out an XPS l521x i5. I was busy with traveling and even though the cpu was a downgrade I considered it an overall upgrade(it's a pretty sexy machine). I also noticed that 1/3 of the time it would boot to a black screen and beep 8 times. This indicates an LCD failure, but the problem was intermittent so I dealt with it.
About 2 weeks ago I got a surge on my usb ports and they basically fried. The laptop works, except the ports are gone. This is not something I could live with, so I contacted Dell through chat. This took about 3 different instances because they had not transferred my warranty from my old laptop almost 4 months later. When I finally got to talk to XPS tech support they told me my Next Business Day warranty was out.
That's fine, I told them. I still have an additional 2 years of Complete Care warranty. Seeing as this is an issue covered under Complete Care (power surge) I see no problem. I was then told that I had to have a "base warranty" to have Complete Care.
What? So I looked over the Complete Care terms and conditions. No where in there does it state such a thing. This is regardless of the fact that they were the ones that had sold me the Complete Care warranty in the first place. I kept my end of the bargain by paying the invoice, they could not just arbitrarily decide not to honor it. I then basically told them they were wrong and asked if were they refusing to uphold their end of the terms and conditions of my Complete Care warranty?
So they went a different route. They then tried to tell me they would refund the complete care warranty and call it good.
Uhhh, no. That's like trying to cancel someone's car insurance after an accident. I have a broken laptop now. I then showed them that they were not allowed to cancel the Complete Care warranty without giving me ten days written notice and even then I have to be in breach of the warranty for them to cancel it, which I was not. They cannot cancel.
They basically just repeated that they could not service the laptop without a base warranty. I then kindly asked them again to show where it said that in complete care warranty terms. It says it no where. We went back and forth like this until the supervisor basically said he wouldn't budge and I told him that's fine, I'll talk to someone who can read and understand the warranty terms.
So I'm pretty annoyed. Dell basically tried to bully me into a refund. Has anyone ever dealt with a similar situation? I 'm going to call the warranty department when they open today and see if I can make it very clear that they are not following their contractual obligations under the terms of the Complete Care warranty. I can post the conversation I had if anyone is interested. Here is a link to the complete care terms: http://www.dell.com/downloads/global/services/con_completecare_dhs.pdf
Dell blatantly lieing to me. Won't honor a warranty that THEY sold me.
Discussion in 'Dell' started by Magicite, Mar 29, 2013.
