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50502
October 18th, 2012 10:00
Next Business Day, Includes Nights/Weekends -- what does that mean?
Here is the text of the support agreements that Dell sold us: http://content.dell.com/us/en/home/terms-of-sale-consumer-service-contracts.aspx
Here are the ones I have:
| Complete Care | DELL | 12/15/2009 | 12/16/2013 |
| XPS Technical Support | DELL | 12/16/2010 | 12/16/2013 |
| Next Business Day, Includes Nights/Weekends | QLX | 12/16/2010 | 12/16/2013 |
However, I can't find anything that covers "Next Business Day..." I ask because it seems as though my next business day service will take nearly a week.
Anyone find the actual text of this aspect of Dell's support?
Thanks,
Sn00p
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Dell-Rajesh R
4 Operator
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3.3K Posts
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October 18th, 2012 23:00
Hi Sn00p,
I have provided link below which has detailed descriptions for warranty contracts:
Complete care:
http://i.dell.com/sites/doccontent/shared-content/solutions/en/Documents/CompleteCare_dhs.pdf
Next business day nights/week ends:
http://i.dell.com/sites/doccontent/shared-content/solutions/en/Documents/WWTS_Hardware_Service_Contract_9_2010_Final.pdf
XPS technical support:
http://i.dell.com/sites/doccontent/shared-content/solutions/en/Documents/con_xps_warranty_support.pdf
For any part replacement next business day service would be done within 2 to 3 business days.
Please let me know if you have any other queries.
caipat
5 Posts
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October 19th, 2012 12:00
we have all the above on our laptops, sometime it takes 2 weeks before someone shows up. I've even been told "we just have to wait".
Dell-Rajesh R
4 Operator
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3.3K Posts
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October 23rd, 2012 02:00
Hi caipat ,
Allow me to sincerely apologize for any difficulties you may have encountered in attempting to resolve your concerns. Dell strives to provide an efficient, first-time resolution for every call. While I realize that only our future interactions can restore your confidence in us completely, I want to assure you that Dell always aims to provide customers with a satisfying and enjoyable purchase experience.
Please contact me privately and provide your contact information, customer account name, and your order # or service tag # so I may access your account records.
Awaiting your response!