If you’ve read part 1 then you know what I went through to get Dell to replace my lemon Laptop. They would not have even taken my calls with out a credit card if I had not had that Super Duper Wazoo, Covers Everything, We will fix it NEXT DAY, warranty. That warranty had been transferred to the new laptop but it was about to expire. Not knowing if the new one was a lemon or not,being a Dell it smells lemony fresh, I wanted to extend the warranty.
Yes, I actually wanted to pay them money for more “next day” service that takes over a week to get satisfaction. I only covered the recent problems I was having with the Insperion in the last post. I’ve had to deal with tech support several other times and I expect the new laptop will be the same. The warranty is an insurance policy that I expect they will have to pay up on.
On 8-28 I called to extend my warranty which was to expire on 8-29. I was told by Jenifer that there was a problem with extending because I had not returned the old laptop yet. I was still trying to pull data off of it. I was assured by Jeniffer that I would still be able to extend the warranty once the laptop was returned but it had to be within 7 days. I took it to DHL the next day. Due to the weekend and the Memorial Day holiday it did not arrive at Dell until September 3.
September 4 was last day of the 7 day grace period for me to extend the warranty. I attempted to contact Jenifer to see if the system had been cleared and to attempt to extend the warranty. The phone extension she gave did not go to Jenifer. Once it went to a recording saying that they are in a staff meeting and to call back tomorrow and once to another person’s voice mail.
I called back again with out giving the extension and got Mike in Warranty support who said that the warranty still could not be extended and to call back tomorrow. This time I asked him to send me an email so I would at least have some Proof that I talked to someone in Warranty before the grace period was over and that I’ve been making a good faith effort to resolve the issue. He did send me an email but was unwilling to confirm in writing that I would be able to extend my warranty.
That’s when I knew I was in trouble. I was getting lots of promises and reassuring comments about extending the warranty being “no problem” once the old laptop was processed into their system and that fees for being beyond the 7 day grace period would be waved. But no one was willing to put anything in writing and I had no proof of all the verbal promises. It all seemed very fishy.
More to come in part 3