Customer Care

Last reply by 12-18-2017 Unsolved
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2 Bronze
2 Bronze
482

Paid For In Home Service Got NOTHING

I paid for 3 years of support and accidental damage in home support. Together, it cost around $400 on my new XPS laptop.

I called technical support at 5 pm EST, and received someone in Southern India. I gave them my information, and they confirmed that I had service. They then fought with me for 15 minutes, telling me I could NOT have any in home service. The representative, who kept calling me by my first name (no respect)  said I had to send my laptop to a depot in Texas for them to identify the issue. Finally, after I insisted, the representative, S. Sirya Kiran, FINALLY allowed me to get in home support IF I sent him photos of the damage. I did. Finally, I received an email telling me to select a date for service, which I did, 12/18/17 between 9 am and 1:00 pm .

I took time off and waited. No one came by 11:30, or called. So I contacted World Wide Tech Services. They then told me they didn't have enough techs to handle my area, so they were NOT coming. I asked why no one gave me the courtesy of a phone call and they had no answer. They said a new company, Unisys, would contact me. (I doubt they ever will.)

Is this what Dell gives people for their money as far as support and accidental damage in home service for $400? This is an outrage.

Nelson Timken

Reply (1)
Admin
Admin
256

Thank you for your message. We sincerely apologize for the inconvenience caused.

 

When there is a mechanical failure we can send an onsite tech as we will be able to send the right parts.

 

For any accidental damages, you will need to ship the system to the service center. This is because

1)   We will not be able to gauge the extent of the damage, there could be multiple parts which are damaged & may be internal which is not visible.

2)   An on-site tech may not be able to carry all the parts that are required due to limitations of troubleshooting that can be done remotely.

3)   Once the system is at the service center the system can be thoroughly checked & any parts that require a replacement will be replaced.

 

We understand how frustrating the wait could be, we will take this as a feedback & share with our logistics team.

 

Please click on my Dell username & send a private message, registered name & email address.

 


Dell-SreejithR
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