Originally Posted by DrMooCow
About 8 months ago, I purchased a 9300 with 2 years extended warranty and 2 years of accidental damage protection. Last month while I was walking up the staires at my work place, my laptop slipped out of my briefcase and fell down a flight of staires. The staires at my work place is marble so the impact was very strong.
The result was a cracked lcd screen, damaged hard drive, bottom case was cracked and the lid was all scratched up. The laptop won't power on and it was in very bad shape.
I called Dell right away (Jan 31, 2006) and told them what had happened. The tech support was friendly and gave me a dispatch number and a case number. I was told to call DHL and give them the dispatch number and they will come over to pick up the laptop and it will be shipped overnight to a Dell facility to be repaired. I was assured that the laptop will be fixed within 5 to 7 business days.
First sign of trouble: I was told that the laptop will be shipped overnight. Well it was shipped standard shipping, so that took 3 days.
Feb, 6 2006, Dell received the laptop.
After three days, I received my laptop from Dell on Feb, 9, 2006. I was excited that it had been fixed. When I opened the box, it was in even worse shape that it had been in. I don't see how that was possible considering how I shipped it to dell in pretty bad shape. When I received my laptop, there was a check list of the things that were replaced. Under where it says "comments", the person wrote "Laptop fixed and in working condition". That's funny, when I opened the laptop, the screen was cracked even more and the laptop still won't even power on. Basically they didn't do anything at all.
I called Dell again. On Feb 10, 2006, they issued me another dispatch and case number. DHL came again around 7:30 pm to pick up my laptop. This time, Dell received it in two business days. They received it on Feb 14, 2006.
After 6 days, I received my laptop. Surprise, surprise, suprise, it's in the same condition. They claim that the external parts were replaced, and hard drive, lcd screen were all replaced. It's the same exact screen that was never changed out.
I called Dell again, and once again, another Dispatch and Case number was issued. On Feb 21, 2006, The laptop was sent to dell again. This time, they had it for ONE DAY and shipped it back to me which I received on the 24th of Feb. Yep, still dented up, scratched up and not even working.
I just got off the phone with Dell and yes, they are issuing another dispatch and case number for me and DHL is coming on Monday, Feb 27, 2006 to pick up my notebook.
DO NOT PURCHASE THE ACCIDENTAL DAMAGE PROTECTION BECAUSE IT'S USELESS!!!
It's been almost one month and I still don't have the laptop fixed. Isn't the point of accidental damage protection to fix the thing? As for the "next business day resolution", yeah right. They can send a techician to "replace" the parts that are broken, yet with a "damaged" laptop, they can't do it in the "next" business day.
Just my 2 cents.