Apparently the best way to get Dell to respond to your emails is to publish them. Please see the comments section on part 3.
I continued pestering Dell over the next few days. I’ll spare you all the details of unresponded to calls and emails, here are the highlights.
In most conversations with the support people we didn’t get far enough to talk about the cost of the extension. When I did talk price with the multiple reps I worked with, the price for a one year extension was a little over $100. The only one I have in writing was for $110.
On September 11 I got a call from Marcus. He had finally been given the go ahead to let me purchase my warranty but the cost was now $ 236.29. More than double what I was told in numerous conversations.
I went to check the one I had in writing. I had asked for an extension on MY WARRANTY. The Super Duper Wazoo, Covers Everything, We will fix it NEXT DAY, warranty. Instead she had given me a quote for “Dell on Call, Annual Upgrade, 3 Incidents”. 3 incidents? That’s not nearly enough coverage for a lemony fresh Dell.
In a way Marcus is the hero of this little tale. He actually got back to me. Something that few Dell employees did. He also gave me the warranty I had requested. Wow, someone at Dell actually did his job.
But that doesn’t make up for having to spend more than twice what I was quoted for a warranty extension.
So here are my questions to Dell
- Why was I told that I should call back on or after September 22.
- Will you refund the $126.29 difference between the price I was quoted and the price I was charged.
- Why are your employees not allowed to put anything in writing? They seem to want to help but are not being allowed to. Do they even work for you or are you farming out the work to some other company?