coppro
Level: Smitemaster
Rank Points: 1308
Registered: 11-24-2005
IP: Logged
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Re: Answers and Questions (+1)
Many companies often a "anything broken for any reason", but usually with a condition that they can terminate it if it seems to be out of hand (with Dell it's called CompleteCare, for instance)
Anyway, as for me problem:
For a reason I still don't know, my computer one day developed a massive crack on the screen, as if dealt a hard blow. The last time I had seen the screen, it was just prior to putting it in my backpack. It may have gotten hit too hard or something, but that's really weird.
So I phoned up Dell, and up to this point their warranty has been very friendly. But the technician informs me that the damage is unfortunately not covered by warranty (unless I can somehow prove it wasn't damaged) and, while he would give me a replacement screen were it his choice, he can't approve that. He points me to the out-of-warranty repairs department, and, after a discussion with parents, we purchase a repair (several hundred bucks).
A box arrives a week later - we pack and send the computer. After about a month, still no computer (this was supposed to be a 2 week deal, IIRC). A conversation with Dell shows that the computer was 'lost' (their words). About a month (and many more calls) later, the computer is returned, unrepaired.
At this point, we (my father and I, in alternation) attempt to call Dell to figure out why the repair took so long and why nothing happened. The eventual conclusion was this: Despite my assertions that the motherboard was working fine (I was using the computer connected to another monitor before I sent it off, and it worked every time) to every person I talked to prior to ordering the repair, Dell's policy is to assume that if the screen is damaged in a physical accident, so is the motherboard (it's worth noting that the repair we ordered was for a complete diagnostic and repair of any part of the computer except the motherboard). So without even bothering to check whether it was actually damaged, they simply marked it as having insufficient payment, lost it, and we got it back months later. They don't do partial repairs for liability purposes.
After many more phone calls, we eventually managed to negotiate a refund (we'd had several offers of an immediate on-site repair, but my dad was sufficiently incensed at this point to continue pressing for better terms). We were promised by the employee (who must have had some rank, as every other employee we'd spoken to said they couldn't refund after 30 days) that we would get a full refund and free repair, but my dad elected to hold out until the refund arrived, so as to avoid them saying 'no, you took the repair, we don't need to refund' (which seemed a perfectly likely scenario). We got the refund, but when we called up to get the repair (which needed to be dispatched by tech support anyway), we were given a negative. After some angry mails to vice presidents, we were referred to some executive customer support group, who proceeded to unceremoniously deny our attempt for a repair on some ridiculous grounds.
At this point, buying a Dell is not something we're willing to do again for a long while.
On a positive note, their on-warranty service has been absolutely excellent. I've never had something not work for more than a couple days.
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