Dell Computer On-Site Service

December 19, 2001:

From:

RE: Dell Computer On-Site Service

I had a 1 year, 2nd business day on-site service contract that expired 11-28-01. I contacted the company 10-17-01 about a faulty DVD drive and A drive. I twice told the representative that I had a new home address. The parts were sent to a service company that did not serve my home address and were returned by the service company. I called Dell about two weeks after my first call, the Dell rep told me that it was the fault of the service company and he transferred me to the service company and hung up.

The service company said they'd follow up. After a few weeks when I hadn't heard back (around 12-01-01), I called Dell back. They apologized and told me the parts would be sent to me and a service tech would call me a few days later. I received the parts but no call from a service tech. I called a few days later to inquire about the service call and was told my on-site warranty had expired on 11-28-01.

I explained that I had called in October about the problem and demanded that my warranty be honored. I asked to speak to a supervisor. I was told the supervisor was busy but they wanted to resolve the problem and would call me in a few hours. They never called back. On 12-15-01 I received an invoice for the parts they sent me because I had not sent back the parts they are to replace. Each time I called I waited at least 15 minutes to speak to a representative. Each time I spoke to a different person. One person gave me a direct line but when I called it I was just put in to another phone tree. I was never called back when I was told I would be. No supervisor ever followed up. I would like my service contract honored. I would like them to send someone to my home to service my computer. I would like them to extend my on-site service contract for at least five months since I have been unable to use my computer for five months.