4 Posts
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492
August 22nd, 2021 23:00
Aurora R11, incorrect warranty information
I purchased a Aurora R11 desktop, and received it March of this year. It was purchased with:
-Monthly Subscription Premium Support Plus: 7x24 Technical Support (End of Service Life: 03/16/2025)
-Monthly Subscription Premium Plus Onsite Service After Remote Diagnosis (End of Service Life: 03/16/2025)
-Monthly Subscription Premium Support Plus: Accidental Damage Service (End of Service Life: 03/16/2025). I pay for these 3 functions of my warranty each month. When I look my warranty up on Dell Support it incorrectly reads that I have a warranty that expires 1 year after I received the desktop per the picture below:
I have called the Dell Customer Support Line and asked for this to be fixed, but I get transferred back and forth between Order Support, and warranty and contracts, etc. I would just like the warranty that is attached to my account to correctly reflect the warranty that I agreed to when I had the tower made at the price that I was quoted. I can provide an invoice and order number if required. Please help!
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DELL-Chris M
Community Manager
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56.9K Posts
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232.1K Points
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October 6th, 2021 07:00
There are two types of warranty upgrades that you can opt for: Warranty Upgrade and Extension, or Monthly Subscription.
If you choose to extend and upgrade your warranty to Premium warranty and extend it for 3 years, you will have to make a single payment for the upgrade and then the information on our end and your end will say "Premium Warranty. Expiration date 9/24/2024". This is just an example, that is what happens when you get this type of warranty upgrade.
If you choose to go for the monthly subscription, you will be paying for the warranty upgrade monthly, not in a single fee as the previously mentioned warranty extension. Being the case that this warranty is payed on a monthly basis and it is a subscription, the warranty information will constantly say that it will expire the following month, but it will auto renew once that month's period is expired for as long as you have selected to pay the subscription. Unlike the warranty extension, you can cancel this subscription at any point in time that you wish, just like any other subscription that you may have for streaming series and such.
Vanadiel
8 Professor
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7.1K Posts
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29.6K Points
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August 23rd, 2021 03:00
You would have to contact customer support, as they are best suited to deal with any warranty issues.
Innoguilt
4 Posts
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August 23rd, 2021 12:00
I have tried and been transferred around. I saw where an earlier issue was resolved using forums as a medium, so I hoped to try my luck. The last time I called Customer Service I was transferred back and forth between Order Support and Warranty Support. In the end I was told that the information was correct on Dell's end despite what I am seeing on my account and that it would be fixed automatically this month (which it was not).
Innoguilt
4 Posts
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September 1st, 2021 21:00
This problem is still not resolved, unfortunately.