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40

Continue to offer paid support after the warranty expires.

40 points posted to Service and Support by motie35 02/21/07

This is the true reason I won't buy another Dell, or ever recommend one. If you're a corporate buyer that's going to buy computers with a 3 year extended support contract, and when that's up throw the computers away and buy new ones, then fine. Dell is for you. But I'm just an individual who wants to buy a computer with the standard warranty, and I want to keep on using it. If it breaks, I'm willing to pay to have it repaired. But try getting Dell to repair their own equipment after the warranty is up. They repeatedly refused to repair my brother's laptop, and recommended I try a third party repair facility. His laptop was barely over a year old. Any company who refuses to service their equipment out of warranty at any price, I'm not too excited to buy from. Dell, just support your equipment at a fair price for repairs out of warranty, and I'm your customer again.

kalstolyn
10/01/07		 Wow, which department were you talking to? Dell has an out of warranty repair department, a spare parts department, and Dell On Call for advanced software troubleshooting.
motie35
Feb 3		 I talked to many departments, including the factory outlet. I was told several different stories. One, that the unit had been repaired before, and had an outstanding bill, and if I sent the unit in, they would not return it. Two, that the unit was sold as-is, without warranty. Three, that the unit was sold to Heart something or other company in California. Each time, I asked why then, did my brother buy it in New York, new, in the box, with the warranty card in the box? He sent in the warranty card before moving to the mission field in the Phillipines. It malfunctioned 11 months after he bought it. He could not get it repaired by Dell in the Phillipines, and a Dell Rep. suggested he wait until the manufacturer warranty expired and get it repaired via his credit card extended warranty. He ended up shipping it back to me in the states, and I tried to get Dell to repair it out of warranty. Each time I offered to pay for the repair, and each time Dell's excuse for why they wouldn't repair it became more convoluted. They repeatedly recommended a third party repair facility which wouldn't touch the unit for less than a $500 minimum flat fee. I finally was told the unit was sold through the factory outlet, as-is, without warranty, and reluctantly given the phone number to the factory outlet. When I called them, I spoke to a woman and explained the situation, and that I wanted to pay for the repair. She said "I've been talking to my boss about that, and I think we'll repair it, if you'll pay for the repair." I replied "That's what I've been trying to do!" She then told me I needed to fax to her about 5 pages of paperwork, and then they would contact me with instructions how to ship it back for repair. I faxed her everything she requested, and never heard from her again. Naturally, this left a bad taste in my mouth for Dell.
If I ever do buy from Dell, it will be because they offer it with Ubuntu or another version of Linux factory installed, with full driver support, and not without a statement in writing that they will repair the unit out of warranty for a reasonable fee.
computer_geek01
Apr 10		 I agree, I sent my laptop back at least 8 times in the past 5 months I only had it for 7 months and a problem occured with my LCD because I used LCD not knowing how to clean it they never included a manual on how to so I fought that particular argument and they compromised I sent it back had it fixed then the next problem arised you mind you I am young but im not Stupid neather they have been quote on quote running diagnostics with a "tech team" what are they norm abram with this old house , so sent it back this the 3rd time you figure 3rd times a charm ANH wrong 4 weeks later another problem arises long story short current state Im praying they fix it because my LCD is cracked and it apparently is out of warranty I have limited warranty but if they dont fix it im $350.00 in the hole for a new LCD and mind you its reletively new with 126 days of warranty to it so im going to be mad if I donot get it back fixed I just hope for the best so I can continue doing buisness with these people.
computer_geek01
Apr 10		 sorry for the typing error I meant to put I used windex
computer_geek01
Apr 10		 I would say there needs to be monthly installments for out of warranty im 16 I cant handle a 350 dollar debt
computer_geek01
Apr 10		 if not I got a plan with a sledge hammer in the summer when I start working to buy a new one
chris_m
Jun 30		 Continue to offer paid support after the warranty expires -

We offer the Expired Warranty Support (EWS) program. This is for both Desktop and Laptop PCs. Did you guys use this service?


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paperpilot
Jun 30		 @chris_m is this Expired Warranty Support forever?
chris_m
Jul 1		 paperpilot,

I would think as long as we have the parts available for your PC. At least 5 or 6 years after we stop selling that PC model.
 
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