Complain about a product or service

Dell Extended Warranty

Linda of Northridge, CA November 17, 2009

I purchased a Dell laptop computer in 2006. I have always purchased Dell computers and had clients buy them. I spent almost 2,000 and it has given me nothing but problems. I purchased the extended warranty and each time I have tried to solve the problem I've been having I have been told to restore the computer to factory settings and that it is a software problem.

I have restored this computer time and again and it still isn't working properly. The company will help with the software problems for an additional charge. The software on this computer is the same software that is on my Dell desktop computer and I don't have any problems with that computer.

I can't afford a new laptop computer and the company doesn't want to fix the problem. I have been unable to see anywhere else to get some assistance. Please help.

William of Leicester, United States October 14, 2009

The moral of this story is don't buy Dell's inferior laptops, and their warranty is worthless: I am just about to get rid of my second Dell Inspiron. The first one was OK but by the third year it became so slow that it was unusable. Unfortunately I made the mistake of sticking with the Dell brand. I phoned the sales number and eventually ended up speaking to a gentleman in India I believe, who sold me a new Inspiron. He was extremely polite. I asked for the extended three year worldwide warranty, but I explained that it was extremely important that this covered Greece. He assured me that it did. After 18 months the power adaptor stopped working while I was in Greece. I was then told that Greece was not covered on the warranty. So they posted the adaptor to my UK address, and my family forwarded it to me. Approximately 24 months after purchase the ethernet plug became loose. I could still plug the cable into the socket, but it had to be jammed in place.

I telephoned customer services (connected to India I think, again). The agent told me that he thought the problem was a fault of the motherboard. As far as I could see it was just a wobbly socket, but if he wanted to call it a motherboard who am I to argue, as long as it gets fixed. "Sorry Sir, the motherboard is not covered on the full three year worldwide warranty you paid hundreds of ponnds extra for". I questioned this and he offered to get a technician to call me. I agreed. The next day a 'technician' called me (also from India, I believe). After a few cursory questions he diagnosed that my wobbly socket was indeed a faul of the motherboard, and not covered by the warranty. He kindly offered to collect my laptop, bring it to their service centre, and fix my ethernet socket / motherboard for only 200 pounds.

My father, who was listening in to the conversation, laughed. A promotional leaflet from Dell had arrived in the post only that morning offering brand new laptops for the ssame price. I declined their offer. Two months later the 'screen out' socket also stopped working. I took it along to the technicians at my university who tested it. They said that the socket had malfunctioned and I should get it fixed by Dell. I said there was no point as Dell would just tell me it was the motherboard again. They were shocked that Dell was saying that the motherboard was not covered on the warranty, as this is a vital part of the computer.

So, in conclusion, I feel I have been misled (lied-to?) about my warranty extending to Greece. If their warranty does not cover the motherboard then it is not worth having. And two essential sockets on my Dell laptop stopped working and nobody at Dell was prepared to take ownership of the problem. I would strongly advise anyone considering this company to think again. The equipment is shoddy, the warranty is useless, and I get the impression that their use of extremely polite but utterly useless technicians in (India?) is just another tactic to evade their legal responsibilities in the UK. Buy a reputable brand from a local shop, and you will be covered by your own country's consumer protection laws.

Tara of ROCHESTER, NY October 13, 2009

Purchased a laptop to be built on 11/19/08 for a Christmas present. I was told that the warranty date would begin on 12/25/08. I now find out the warranty date began on 11/19/08 before it was even built. I called to extend my warranty for 3 years and was told they would change it to the correct date of 12/25 with the purchase of the extension. I checked and the date was not changed. This is not the first time I have had a problem with Dell. The laptop was service after only a few months of service; they laptop was never completely repaired.

benny of islip, NY September 20, 2009

I do have a extented warranty to my Dell laptop until 01/16/2012 and also paid 279.00 for extented warranty according to the letter I recieved it said it will cover any promblem or any replacment parts. When I called and said my battery is not working properly the dell guys said i have to pay what ever the amount they asked.

Noreen of San Jose, CA September 19, 2009

I have had several problems with my laptop, the adaptor, the battery, and now the "Mother Board"? Anyway, every time I called and needed their assistance I got a sales pitch to buy yet another type of warranty. I have now paid for a new battery, a warranty that covers viruses, and now, a "Hard Warranty" which gurantees service 7 days a week, weekend and holidays. My most recent problem, a black screen, they sent a tech out twice and still could not solve this problem. I was told that my computer needed to be sent back to the company for repairs. I took it to the the FedEx office in the box they provided me with on 9/11/09. Today I spent over an hour trying to find out where is my computer? Each person asking the same question and tranferring me to another person to wait another 20 minutes only to have them ask the same questions and tranfer me to yet someone else. I finally reach a fellow, by now I have so many names written down, he tells me that they received my computer only yesterday, what is FedEx ground by burro? He tells me they will call me when it is repaired and they are sending it back.

NOW, he asks if I'd like to buy their "Executive Warranty" so that he will give me the direct number to where it is right now and the next time I can call them directly and not go throught the call shuffle! I have spent 60% of what a new computer would cost already!! How many of you computer users out there could do without your computer for more than a week or two? Dell is selling a warranty for every possible scenario. My fear is now that I will be called and they will say that they know what the problem is but it will cost me extra to get it fixed because it is not covered by any of the warranties I have already purchased!! Is this legal? How many warranties can a computer have? Soft warranty, hard warranty, virus warranty, "you're costing us too much money warranty" that's what they should call it! It's like a car, when you first buy it you get excellent service, then you need more service, more expensive service, but really they just want you to buy another car. Well if this keeps up, I definitely will not be buying a Dell or recommending anyone I know to do so, I fact, should this turn out as I fear, I will be putting a sign on my front lawn and my car warning people not to buy a Dell computer. I want my computer back!

Serina of Clifton, AZ September 18, 2009

I purchased a warranty that covered all parts / service for 3 yrs. I contacted the customer service line and was told that the part would be replaced as everything was covered by the warranty. Because of the inablilty of the support tech to understand me I was told that because the damaged was caused by a storm that my warranty was void because my computer had been struck by an electrical surge, and that they would not replace my mother board. All but my internet connection works, the computer itself is opearble and was not struck by an electrical surge.

Charmaine of Philadelphia, PA August 15, 2009

I beleive the warranty for computers are not fair and are confusing and misleading.I bought a Dell Inspirion 1520 laptop,11/30/2007.It included a 1 year warranty,a complete care-accidental damage protection for 1 year.

Today I was told I purchased a extended warranty back in 2008 and I bought one this year that goes to 2010 or 2011. I thought I bought the care warranty or the one I bought was to cover everything, that was what I thought and Dell seems to confuse customers about which warranty is for what. As far as what covers the inside and the outside of a laptop. I really think Dell take customer`s money, because whenever there is a hardware problem I have to buy a warranty extension when or if the original one expires. Sometimes you do not know or cannot tell.

The prices are suppose to be reasonable.One time I bought one for 249.00, 80.00 and other prices. I cannot afford to buy anything anymore. Then by me being a good customer, I got an increase of my credit line. Which they give so you keep buying something, mainly something you need for your computer.You will be held hostage of your balance and high taxes.

I want Dell to simply make a warranty that is for thr life of a computer which about 3 years. Stop milking the customers. The warranty needs to be made understanding in what exactly you are getting and agreeing to.

Plus the laptop is falling apart. One of the hinges fell off and the strip of the bottom part of the outer part of screen is lifted up. I have to buy the Complete care accidental damage protection in order for Dell to fix it. I cannot do that now. Buy and buy and your balance will be high and take forever to be paid off.

Kevin of Cambridge, MA August 1, 2009

I purchased a new dell laptop in October 2008.I have had problems with it ever since. I purchased all the warrenty information and got 4 year exstended and low Jack to secure my purchase and it was not cheap. I thought it was a good Idea. I have had to erase everything from my hard drive twice since then, loosing 50 pages of a book I was writing.the customer service I get is people in India because I was informed that to speak with someone in the United states I would have to pay for that special service, Who does that kind of robbery?

The people I spoke with were very nice and patient and helped but I am still having problems, with the keys stick! I still encounter problems with it shutting down and the size of the page and font seem to change randomly.I had my friend purchase it thru her dell charge and I am paying for it. It cost me 1200.00 for all the protection was what really cost me. I am only left owing about 400 dollars because I am paying anywhere from 100- 150 a month.I want them to replace this lap top and Give me a new one. When I go onto the page for help and put in my tag number it says my laptop is from another country so I have to deal with that counbtry, or something like that. I am so discouraged with this whole situation that I am going to fight to get my purchase replaced

Warren of Idaho Falls, ID July 29, 2009

Called technical support because laptop locked up. Phone tree shunted me to warranty sales. Since my warranty was within 2 months of expiring, I agreed to add 2 years. They tried very hard top sell 4 years for 422.28. I refused, and finally had to insist to get on with the transaction and to transfer me to tech support. They reluctantly agreed to 2 years. Took my credit card data and put me on hold for over 1/2 hour. Then came back and said a mistake had been made and they accidentally entered the 4 year/422 charge.

I asked that the charge be backed out and they said it could not and would I agree to 4 years and the charge. I said no, put on hold for another 20 minutes, came back and said could not back out the charge, please accept the 4 years and 422. Again said no and requested they back out the charge and finally hung up on them; call again to get to tech support.

They called a number of times later that day, still insisting I had to accept the 4 years. I wonder if they are paid a commission on warranty sales. Charge of 422.28 has appeared in my Amexpress account and I am disputing it.

Julie of uppermarlboro, MD June 27, 2009

I purchase a Dell Inspiron 1420 last may I have had nothing but problems the first month I brought it it has be in the in one given month for 21 days the hard drive had to be replaced it continues to crash and freeze up everytime I take it back to the best buy for repairs they want to charge me until they look it up and see how many times it has been a shop, the come to find out after I purchased an extended warranty it only covered the screen replacement,

I have over 20 stickers fron this computer being in the shop more that I have used, when I get it back it still has more problems, and then it always someone in the store wanting to charge for repairs, this is a dell rip off I run my business fro this computer and paid alot for it on for it to be always in the shop

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