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About Dell's Hardware service

post #1 of 11
9/15/06 at 11:16pm
Thread Starter 
Does anyone who bought Dell's notebook also bought extend warrenty?
I mean the "Return to Depot Service" and "Tech Support".

It seems expensive to me. So, I'm not sure I need that long warrenty or not.

Please give me some advice. Thanks!
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post #2 of 11
9/16/06 at 12:41am
Quote:
Originally Posted by peterfffh
Does anyone who bought Dell's notebook also bought extend warrenty?
I mean the "Return to Depot Service" and "Tech Support".

It seems expensive to me. So, I'm not sure I need that long warrenty or not.

Please give me some advice. Thanks!
What you should get is complete care.
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post #3 of 11
9/16/06 at 11:11am
I have the 2 year extended warranty as well as complete care, now I had the extended warranty in which you had to send it in for repair..never had to use it till just recently, turn around time was very fast only problem was they never repaired it properly both times it went in, and that was in a 2 week period of time..and when they wanted me to return it the 3rd time I complained ,so Dell replaced my system because of it.....now mine may have been a fluke so don't judge my experience as being the norm....but by all means get either the at home or the depot warranty, and as stated get complete care, Dell treats you a little better when you have it.......Just keep in mind if your motherboard dies and your out of warranty that alone will cost you over $500.00 so warranties on a high dollar laptop is a must.....I was able to extend my warranty for 2 years with complete care as well for $275.00 and as per my replacement specs below it payed off handsomely since I am now typing on my warranty replacement E1505.....

Dead 8600 Inspiron

Replaced under warranty by:
E1505 T2400 1.83 Dual Core
WSXGA+ Ultra Sharp True Life
X1400 256Mb
80Gig Hd 5400
2Gig DDR2 667
8XDVDR+/-R Dual Sony
3945 Wireless
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post #4 of 11
9/17/06 at 6:35pm
Quote:
Originally Posted by warlord
I have the 2 year extended warranty as well as complete care, now I had the extended warranty in which you had to send it in for repair..never had to use it till just recently, turn around time was very fast only problem was they never repaired it properly both times it went in, and that was in a 2 week period of time..and when they wanted me to return it the 3rd time I complained ,so Dell replaced my system because of it.....now mine may have been a fluke so don't judge my experience as being the norm....but by all means get either the at home or the depot warranty, and as stated get complete care, Dell treats you a little better when you have it.......Just keep in mind if your motherboard dies and your out of warranty that alone will cost you over $500.00 so warranties on a high dollar laptop is a must.....I was able to extend my warranty for 2 years with complete care as well for $275.00 and as per my replacement specs below it payed off handsomely since I am now typing on my warranty replacement E1505.....

Dead 8600 Inspiron

Replaced under warranty by:
E1505 T2400 1.83 Dual Core
WSXGA+ Ultra Sharp True Life
X1400 256Mb
80Gig Hd 5400
2Gig DDR2 667
8XDVDR+/-R Dual Sony
3945 Wireless


It's not a fluke. I sent mine in 5 times in a row before I finally gave up. They wouldn't replace mine either saying that I didn't provide them all the information that they requested and needed to fix the notebook the first 5 times. I provided everything they asked of me.
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post #5 of 11
9/18/06 at 12:17pm
Quote:
Originally Posted by Phylter
It's not a fluke. I sent mine in 5 times in a row before I finally gave up. They wouldn't replace mine either saying that I didn't provide them all the information that they requested and needed to fix the notebook the first 5 times. I provided everything they asked of me.
Then you recall until you get satifaction. Cases like yours are verry rare....at least here. Most people who have problems come here..make a thread ask for ideas and in the end ususaly(but not always) everything works out in their vafor.
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post #6 of 11
9/18/06 at 1:02pm
Quote:
Originally Posted by znk0r
Then you recall until you get satifaction. Cases like yours are verry rare....at least here. Most people who have problems come here..make a thread ask for ideas and in the end ususaly(but not always) everything works out in their vafor.

The problem is I kept calling and spent several days trying to get it resolved. It's possible that this is rare.
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post #7 of 11
9/18/06 at 6:28pm
Quote:
Originally Posted by Phylter
It's not a fluke. I sent mine in 5 times in a row before I finally gave up. They wouldn't replace mine either saying that I didn't provide them all the information that they requested and needed to fix the notebook the first 5 times. I provided everything they asked of me.

Thats not the policy!!! I was told if after 3 attempts by the repair depot and the issue is not resolved they will replace the system .....I would demand to talk to a supervisor, Dell has all the records of your systems repair history, so its not up to you to provide that info.....Don't take no for an answer ..they are obligated by warranty to fix or replace your system!!!!!
Replacement Specs:

Specs E1505 T2400 1.83
WSXGA+ True Life ultra Sharp
X1400 256Mb
80Gig Hd
2Gig DDR2 667
8XDVDR+/-R Dual Sony
3945 Wireless
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post #8 of 11
9/18/06 at 7:37pm
Quote:
Originally Posted by warlord
Thats not the policy!!! I was told if after 3 attempts by the repair depot and the issue is not resolved they will replace the system .....I would demand to talk to a supervisor, Dell has all the records of your systems repair history, so its not up to you to provide that info.....Don't take no for an answer ..they are obligated by warranty to fix or replace your system!!!!!

Dont listen to someone from the depot. the depot is not dell, its an outsourced company. Read your service contract. That will give you all the information you need to fight for a system exchange. They are obligated to repair the machine. NOT replace. If you can argue enough, either with a rep or a supervisor (they both have the same amount of authority when it comes to this stuff) then they will forward it up and someone who makes much more money then them will decide if you've gone through enough.
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post #9 of 11
9/18/06 at 8:07pm
Quote:
Originally Posted by PEBKAC
Dont listen to someone from the depot. the depot is not dell, its an outsourced company. Read your service contract. That will give you all the information you need to fight for a system exchange. They are obligated to repair the machine. NOT replace. If you can argue enough, either with a rep or a supervisor (they both have the same amount of authority when it comes to this stuff) then they will forward it up and someone who makes much more money then them will decide if you've gone through enough.
There is a policy about the notebook being a lemon. I dont remember the number of times or the time span but there is a policy where they replace it.
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post #10 of 11
9/18/06 at 8:38pm
Sorry if you misunderstood me, I am quoting customer support as well as Tech support,(not anyone from the repair Depot) they informed me that only after 3 Repair attempts without it being resolved will Dell with a supervisors OK issue a system replacement....
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post #11 of 11
9/19/06 at 1:40am
Quote:
Originally Posted by warlord
Sorry if you misunderstood me, I am quoting customer support as well as Tech support,(not anyone from the repair Depot) they informed me that only after 3 Repair attempts without it being resolved will Dell with a supervisors OK issue a system replacement....


it's understandable, but i can honestly say that they were full of it. If there was such a policy with Dell could we not say then that many of the horror stories on this forum, and in fact any forum, would not be there?

It would probably be more accurate to say that if you are having issues with your system that could be classified as defects in the system that could not be repaired with repeated servicing of the machine, When you eventually reach a manager who listens to you complain, said manager probably will try to rectify the issue with a replacement system. Stipulations include the issues with the system in question being valid, such as random blue screens across multiple OS reinstalls and hardware replacement, Not issues such as spyware, virus problems, or "pebkac" issues which are obviously not the fault of Dell.
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