Dell mixup led to order return, how to restart warranty on replacement?

OK, so I ordered an m1330 from the outlet at the end of March. The outlet had a deal on for warranties, so I bought a 2 year complete care... then Dell had a mixup with the credit verification dept, which led to it being sent back before I got it. A replacement order is now in production, which is scheduled to be delivered next Monday or so... I just talked to cust serv, who said that the warranty will transfer when the replacement order ships, but the warranty (and 21-day return period) will still be dated from the original invoice date.

Obviously the initial nonsensical thing here is that the 21 day return period will have expired before I even get the system! Not to mention the fact that I'll be losing some of my warranty coverage, though that's somewhat more minor. The rep said they have a policy and she can't change it and nobody has the authority to, not even her managers (which seems like nonsense) so I thought I'd ask here.

Does anyone have any thoughts? Most importantly who should I ask for/talk to, and also - is there anything else specific I should tell them?

This has been a bit of an ordeal already so I'm all ready to give them a bit of an earful and suggest they throw in some nice free items or a credit

Thanks in advance for any advice!

 

AFAIK, the 21 day period starts from the day Dell ships your order. Talk to another rep. Keep on calling till you get the right rep!

You might get a clearer picture.

 

That's what I thought would make sense since the warranty transfers that day. But then that's not what the rep said

You mentioned the 21 day period though - what about the warranty?

Re the right rep... that seems a bit nonsensical to me. Not you, but the fact that the reps don't seem to know their own policy...

 

I guess it should be the same for warranty too..

Yeah.. I know! I fiddled around with a few reps myself before choosing the right one to order my 1330.

They are not the policy makers anyway.. A better option would be to ask them to put you through to corporate. I think there were a couple of special cases like yours where in people did the same thing.

 

Are you sure about that? From what I've read around the forum, some people say that the 21 day period start on the day when you sign for your package...I'm not sure what is really is. You better talk to someone credible from Dell.

 

In any case, it is not from the original invoice date, right?

 

when i have got replacement system the warranty dates reset.

 

hmm, thanks for the notes guys. i guess the best thing to do is to call corporate and sort it out ... once I get the thing; there's nobody at home to receive the package and instead of holding the shipment/trying again tomorrow DHL dropped it on the front porch as Dell hadn't specified that a signature was required - luckily they retrieved it after a couple of panicked calls from me