Dell makes good on bricked Studio XPS 13

To make a long story short, I had typical horror story issues with trying to get a bricked XPS 13 replaced that I bought in 2009 and stopped working in 2011. I usually buy from dell and get the complete care warranty for a few years.

However this time I decided to buy from Best Buy and get their extended warranty because they started selling Dells and it was easier to go there and buy it in the store.

In 2011 the computer started overheating, I tried to get it fixed from best buy but they wouldn't. I called Dell customer service and the outsourced indian call center wouldn't help me either because I had the warranty through best buy.

Finally I installed a manditory BIOS update which froze on block 11 and bricked my xps 13. (also happened to tons of others here Bricked Dell Xps 1340 « Serban's Web Log)

I LOVED this computer, so I called up again and explained my story and how I was a long time customer and how I had 3 other dell computers in my house, they offered to fix it for $499 but I felt like I should be getting it replaced for free since it was a widespread motherboard issue.

They said no, $499 or nothing.

So, since I had plenty of experience with dealing with the outsourced indian call center agents being completely useless, not caring, taking me through ridiculous troublehsooting processes for HOURS on the phone, not being able to make decisions, etc...I just gave up and bought a new cmoputer (Alienware m14x)

Then a month later I bought an e6420 for my wife.

I'm about to buy a few more dells, but I'm kinda upset that my xps 13 is a paperweight, I LOVED that computer ... so I recently read on here that you can tweet @dellcares about your problems.

I tweeted them, explained my situation, gave them all 6 of my services tags and said look at my history and see how many computers I have from Dell and how I always buy the complete care warranty for 3-4 years.

They were a little resistant at first since the computer is like 2 years out of warranty, but then I showed them the link above where everyone else has all of the same problems with that computer, and they sent me a box to return it to the depot to get fixed!

They completely surprised me and if they are actually going to fix this, I'm going to probably start evangelizing Dell! I'm completely surprised that they are going to fix this for me.

There's still a chance that they will not fix it for free so I'll keep everyone posted.

I'm almost in shock that they are going to fix this =)

 

Technically they don't have to fix the machine as they did not provide the extended warranty. Dell values you as a customer and decided to take care of it because it is a known issue. Props to them for taking care of you.

 

I like Samsung and I buy them. Even If they don't care how many devices I have bought till now. Generally speaking, their policies don't change for regular customers. Simple reason we buy because we want to get the benefits. Not that we want to do them a favor.

Sent from my Micromax A110 (Canvas 2) using Tapatalk 2