Problems? See this thread at archive.org.
...and I give up.
Here's the long story (shortened):
- I buy a Dell laptop on 8/22/2007
- I get extended warranty $75 coupon rebate mailer 7/2008
- I decide to extend my warranty to 5 yr In Home Service w/ Nights and Weekends and Complete Care (the granddaddy of all warranties)
- I call Dell, and the salesperson charges me for 3 yr Return to Depot Service
- I check online and notice the salesperson's error and call back to return it
- After a couple hours wading through Dell Hell, I get someone who cancels the order
- Now I wait a few days because I can't upgrade my warranty while a warranty upgrade is in progress
- I finally get my money back for the 3yr, and a couple days later the system lets me order the 5 yr warranty
- A week later the 5yr is active on my account, but so was the 3yr (which had been cancelled ~10 days earlier). I am told my coupon will arrive in 4-6 weeks
- 4 weeks later: I check the online status of my coupon and see they have no record of it existing
- I call Dell to ask where my coupon is and they say they have no record of it existing
- I call Dell again and ask for a concession/credit on my next order, as I'm in the market for a new 22" monitor and they screwed up my coupon.
- After 3 days of calling the only answer I've gotten is, "I'm sorry, there's nothing we can do." from people who refuse to escalate me to someone who could help me
- I finally get someone who tells me there is something that can be done: I can return the warranty and place the order again, making sure the rep adds the coupon
- I give in and return the warranty
...which brings me to today.
Today, I got a full refund for my warranty. I was debating with myself whether I should extend the warranty again, as it has been nothing but a PITA since I started this whole mess.
I logged into Dell to order the warranty and I couldn't upgrade anything. According to their tech support/warranty department I still have the 5 yr warranty and the 3 yr warranty (which was returned 5 weeks ago). I can't re-order because they think I already have it.
Apparently their system can't handle a warranty return, and refunds are processed without canceling the warranty.
I may have just gotten a free warranty, but at this point I don't really even care. I give up. Dell wins. They have turned me from a nice person who treats CSRs politely into a warmonger. The honest thing would be to call and tell them their mistake, but I'm not going to do that simply because I never want to talk to a Dell call center employee ever again.
What happens next? I don't know, but I'm sick of helping Dell fix problems they've created.
They're on their own now.
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Weird stuff. Glad their business service is different it seems. Great help, true next day service!
My screen is defective and i knew from the forum here that there are two different types available, an LG one and one from Samsung so i asked for the other (i have samsung now) Business rep offered to bring both over so i could choose which one i liked better. Best service i ever had
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I think its a best practise to just deal with one SalesPerson at Dell. They give their extension numbers and their email addresses. so its best to keep one competent agent as your Single Point of Contact.
Because everytime you dial the general queue, you will reach a new technician who will have to spend 5-10 minutes reading through your case history which would have been documented (honestly or dishonestly) by the previous technician. This could confuse a new tech and lead to problems in the order.
I am sorry for your bad experience, but still would advice you to extend your warranty since one or two years down the line, if god forbid, the motherboard went bad, it will cost way too much to get it fixed if you are not covered under warranty. Dell robs people who try to get their laptops fixed after their warranty runs out.
I've been through Dell Hell and back...
Discussion in 'Dell' started by Tex1ntux, Sep 19, 2008.
