Refusal to Honor Dell Warranty

Hi how did you ever make out with this repair? Thanks.

Hi,

My name is Todd and I'm a customer advocate with Dell's online
outreach program. We try to help our customers via blogs, forums, and
other online sites.

You are correct, the warranty is carried by the system and if the
ownership has been transferred it should be active for you.

If you can email me the service tag of the system I can look into this
and make sure everything is corrected for you. You can reach me at
Customer_Advocate@Dell.com. Please include my first name, Todd, in
the subject line of the message so it can quickly be routed through to
me and I'll be glad to help you get this straightened out.

Thank you,

Todd

Customer Advocate
Dell, Inc.

http://direct2dell.com/one2one/archive/2006/11/19/3648.aspx

Todd,

The service tag is 67D4331.

Next Business Day Warranty ENDS 7/13/2007 22 Days Left - I began my
process when there were 156 Days Left.

I have been in contact with Customer_Advocate@Dell.com and got no
where! Please contact me directly if you can help.
andy@imaginetpc.com or 860-585-6706 in Connecticut

I'm in the process of filing a complaint with the Attorney Generals
Offfice in Connecticut and respoding to my emails from Dell with a CC
to Michael_Dell@dell.com and Kevin_Rollins@Dell.com. Here is the
response I received:

Endless circle - Dell's customer service runaround!

Why is my account on hold? Why can't you find the system information?
Your customer care department has done nothing for me and that is why
I complained through planet feedback.

Thank You







Andrew Porowski

ImagiNet Computers

(860) 585-6706 Voice

(860) 583-7148 Fax

(860) 881-5142 Cell

andy@imaginetpc.com

-----Original Message-----
From: Customer_Advocate [mailto:Customer_Advocate@dell.com]
Sent: Wednesday, June 20, 2007 8:32 PM
To: Andrew Porowski
Subject: RE: Feedback - Dell Computer Corporation Complaint Customer
Service from andy@imaginetpc.com (KMM49797869I57L0KM)

Dear Andrew Porowski,

Thank you for contacting Dell Warranty Support.

Andrew, I have checked the records and found that you account is on
Hold. I am unable to access your Dell Account and find the
configuration, order details and warranty information of your
computer.

For this issue I would request you to contact our Customer Care
Department as they are the best ones to help you out in this matter.

You can contact our Customer care Department for assistance at
1-800-624-9897


If your issue is urgent and requires immediate assistance, please
utilize our 24 hour phone support at 800-822-8965.

Thank you for contacting Dell Warranty Support.

Respectfully,
Rohit
Dell Rep ID # D40715
Dell Warranty Support
http://support.dell.com

If you have any new issues with this system, or need assistance with
another Dell system and prefer E-mail support, please submit a new
request via our web site - http://support.dell.com by clicking on
Contact Us - E-mail Product Support. Submitting a new request will
help ensure that your support request gets properly routed to a
technician that can best assist in resolving your issue.

Original Message Follows:
------------------------
Customer Number is 3806266.

I purchased the laptop used so I will not have an order number. I
transferred ownership via your web site and received an email
confirmation
that the process has been completed (request ID427375).

The service tag is 67D4331

Thank You







Andrew Porowski

ImagiNet Computers

(860) 585-6706 Voice

(860) 583-7148 Fax

(860) 881-5142 Cell

andy@imaginetpc.com

-----Original Message-----
From: Customer_Advocate [mailto:Customer_Advocate@dell.com]
Sent: Tuesday, June 19, 2007 2:27 PM
To: andy@imaginetpc.com
Subject: Re: Feedback - Dell Computer Corporation Complaint Customer
Service
from andy@imaginetpc.com (KMM49737149I57L0KM)


*************************************************************
Please do not modify the subject line when responding. The subject
line is
used to properly route your e-mail to the correct agent.
*************************************************************

Dear Mr. Porowski,

Thank you for contacting Dell Technical Support.

I am unable to locate your account, for the phone number and name
provided
by you. Please provide your customer number so that I can assist you.
If
you do not know this number, please provide any of the following
information
so that I can locate your account.

1) Order Number: It is located on the invoice sent with the Dell
computer.

2) Service Tag: It is a 5 or 7-digit alphanumeric code located on the
back,
bottom or right side of the system unit on a bar-coded tag (ex. ABC12
or
A1B2C3D).

Thank you for your patience and understanding. We value you as our
customer
and your satisfaction is very important to us.

Thank you for choosing Dell.

Thank you,
Ankush
Dell Rep ID: 56804

Dell Technical Support

Dell E-mail Support operates 24/7. If your reply is received while
I?m
unavailable, your issue will be handled by one of my colleagues to
ensure
the fastest possible resolution.

==========
DISCLAIMER
==========
The information in this document has been reviewed and is believed to
be
accurate. However, neither Dell nor its affiliates assume any
responsibility for inaccuracies, errors, or omissions that may be
contained
herein. In no event will Dell or its affiliates be liable for
direct,
indirect, special, incidental, or consequential damages resulting from
any
defect or omission in this document, even if advised of the
possibility of
such damages.

Dell reserves the right to make improvements or changes to this
document and
the products and services described at any time, without notice or
obligation. This information applies to the continental United States
and
Canada only, unless specifically stated otherwise.
Original Message Follows:
------------------------

The consumer below elected to use PlanetFeedback.com to help share
feedback
with your company. In the event the consumer has also elected to
share this
letter directly on the PlanetFeedback.com site, we are happy to help
facilitate any formal response or "commenting" privledges for your
company
or brand. Just send an e-mail to support@planetfeedback.com or go
directly
to that area on the website.

Key Metrics for PlanetFeedback Correspondence
> Consumer: Andrew Porowski
> Company: Dell Computer Corporation
> Type: Complaint
> Topic: Customer Service
> Current Mood: Furious
> Brand Assessment: Very dissatisfied
> Likelyhood to Buy Again: Maybe
> WOM/Propensity to Tell Others: Maybe
> Letter Publicly Shared on Site: Yes
> Letter Shared with Others: Yes

Contact Information
Andrew Porowski
899 Farmington Avenue
Bristol, Connecticut 06010
United States




To whom it may concern
Dell Computer Corporation
One Dell Way
Round Rock,
78682

Rufusal to honor Dell Warranty - Service Tag 67D4331

I own a Dell Inspiron 8500 laptop that has crashed / dead motherboard.
When
I looked up the warranty on Dell's web site, I found that laptop was
under
warranty for another 156 days. When I contacted Dell for support, they
told
me they could not help me because I was not the original purchaser and
that
I had to do a change of ownership before they could help me. I
performed a
change of ownership and received an email from Dell that the transfer
of
ownership has been completed and that I was now the owner. When I
contacted
Dell again for support with now only 74 days left, I again was told by
the
tech support guy and his manager that they could not help me because I
was
not the "original owner" of the laptop. This is not right because
from
Dell's web site under Dell's policies it says "Warranties on systems
may be
transferred if the current owner transfers ownership of the system
and
records the transfer with us." I transferred ownership and receiv! ed
confirmation from Dells US Tag Team. I believe the warranty follows
the
equipment and not the owner. If I purchased a used car still under
warranty
and needed service, the car would be processed and fixed under the
original
warranty. I now have 28 days left to a warranty that Dell refuses to
honor.
>
> Repair my dead Dell laptop. I am the owner of this laptop as I
followed
the proper steps explained and listed on Dells web site. As of today I
still
have 28 days left to my warranty!!
Sincerely,

Andrew Porowski

So, did you get the difficulty taken care of Andrew?

Were you able to contact the original owner?

Read it fully here, and call the number given.

http://support.dell.com/support/topics/global.aspx/support/change_orde
r/en/tag_transfer?c=us&l=en&s=gen&~ck=ln&lnki=0

This is an actual quote of part of thier transfer agreement:

All requests to transfer ownership, service, limited warranty and Dell
support are determined at Dell's sole discretion. Dell reserves the
right to refuse to honor transfer requests and requests for warranty
coverage and/or service if Dell has not received payment for the
subject system, even if you have made payment to another party. You
may not return the system under the Dell Return Policy. All such
transfer requests are otherwise subject to Dell's terms and conditions
of sale located at www.dell.com.

I think there is more involved that you are not telling us.

First, a correction to your letter. "I believe the warranty follows
the equipment and not the owner." You may want to believe this all
you want, but no warranty has the requirement to follow the product.
I've worked with many products over the years that require the product
be purchased from an authorized reseller. If the product is not, it
is not under warranty regardless of the time frame. These same
products may also not allow for a warranty to be transfered.

As I carefully reread your letter, I noticed something very
interesting. You've stated you completed a "change of ownership" and
that you received an e-mail stating that "the transfer of ownership
has been completed and that I was now the owner [on record]". But
realize that at no time does any of this speak of transferring the
warranty, only changing Dell's records as to whom the computer
belongs. This may mean the warranty has not been transfered to you
and it may not be up to you to transfer said warranty. It may be up
to the person who originally purchased the computer.

If the original owner is okay with having the warranty transfered, I
would get him/her on it immediately. Having it delayed further may
mean the warranty expires.

This doesn't, however, mean that the problem the computer is having is
necessarily covered under warranty.

Hi Andrew, I too have had a horrible experience with Dell's warranty
service. It's almost as if they want to try ANYTHING to declare a
warranty not valid.

I know it requires a lot of time and that you shouldn't have to do it,
but you need to block out a full day (soon) to stay on the phone with
them until you have a resolution agreement.

Escalate your calls and ask for supervisors and managers. If you have
to, do the old "Gee, you've been wonderful with your service to me
today. May I have your supervisors telephone number and email address
to send a compliment about you?"

28 days and counting. With each passing day you should become more and
more of a nuisance to make sure you get repairs needed while under
warranty. Once the warranty window closes, you'll pretty much be
screwed. Uhh.. I mean out of luck.

My old Dell Laptop rocked and I referred at least two other people to
their site to purchase their own notebooks. Two more purchases later,
I have avoided Dell simply because of their horrible track record
regarding warranty repairs. So far, so good, with HP.

Be a Tiger; go get 'em! Best of luck.

Andrew, I feel your pain. Dell tried to pull the same stunt on me. My
husband is in the military, and we were able to purchase our Dell
laptop through a discount arrangement they have with AAFES (Army-Air
Force Exchange Services). When my hard drive died, the first person I
spoke to a Dell was very helpful, but when subsequent problems
occurred, they tried to argue that since I purchased the laptop
through AAFES, the United States Government was the "real" owner of my
laptop and that they could no longer speak to me about it!

I followed the instructions to transfer ownership as well, and in the
day or so between that conversation and the transference, my warranty
expired.

Although my current problem was a continuation of the problem that
began under warranty, they declared that since I was no longer under
warranty, I would have to pay $49 to receive any assistance via phone.


So good luck with your situation Andrew. In my case, I took the laptop
to Circuit City, where they fixed my problem for thirty bucks and a
whole lot less headache. I hope you fare better.