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1 Rookie

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28 Posts

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October 11th, 2024 08:40

Pro Support Plus, Accidental Damage Policy changed

my company has Pro support plus for all devices of dell.

We logged a case for latitude whose LCD was not working.

engineer came and replaced MB, cable after which display came but it has black patch and some white lines.

as per dell its due to LIquid spill and it they dont cover ADP twice in a year.

I am amazed , they changed policies , earlier it used to be 2 ADP in a year and morever there was no spillage done  by us , there was no water any where else , it could be there own system but they denied.

we are thinking to replace dell with lenevo for all our future purchased across india and US.

any thoughts gys?

1 Rookie

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28 Posts

October 11th, 2024 11:04

no resposne from anyone , has the dell community also become so bad?

10 Elder

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25.3K Posts

October 11th, 2024 14:23

See here for the terms of accidental damage coverage -- it clearly states one repair due to accidental damage per year of coverage.

https://i.dell.com/sites/csdocuments/Legal_Docs/en/us/accidental-damage-service-consumer-US.pdf

8 Wizard

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6.6K Posts

October 12th, 2024 05:06

Re:  has the dell community also become so bad?

No, it was not the community becomes bad.  Only when a poster that spouting nonsense, entitlements, and boastful, it turns off others from willingness to assist with inputs and suggestions. 

Am only responded because being calling out by your post.  Here are the information I learnt from your thread so far:

*  You started a topic titled:  pro support plus bad support and then pointed out that engineer came out to address the issue.

*  What you called bad support just because Dell did not give you what you want or demand.  For your benefit of the doubt, check the warranty contract you purchased with the Latitude before being dishonest and claiming that Dell changed the warranty terms.  

*  If you already have received the service provided by Dell warranty support, what kind of suggestions or assistance you want to hear from the community?  As a community member and contributor, I read your post and I checked the pro support plus warranty terms, which also provides accidental damage protection, it did not cover twice a year.  But I did not post to call out your dishonest until you posted the comment that the community is bad for not responding to your post.

*  With the information in your OP, the warranty service was obtained due to the Latitude was not working.  When a motherboard had to be replaced and there was patch on display, those were concluded the damages caused by liquid spill.  You actually thought Dell did it and denied about it?

I can't speak for the whole community, but when I try to help out an issue, regardless big or small, it does not matter whom the posters come from, rich or poor.  I will help what I can, but I won't if there is out of my understanding or it was not an issue for me to resolve. 

I did not respond to this topic at first because from the entitlements mentality and behavioral I observed of the OP, the upbringing culture and society could have been a factor.  A global company across India and US would not ask the community for thoughts of a liquid spill matter or that of a policy change which also being made up.  So, no, the community did not become so bad.

If my post provide helpful information and or answer your question, mark it as accepted answer.

1 Rookie

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28 Posts

October 12th, 2024 12:41

Post edited to remove personal attack and moderator notified.

(edited)

1 Rookie

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28 Posts

October 12th, 2024 16:10

<Duplicate Post merged to original Post. DELL-Admin>

(edited)

2 Intern

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265 Posts

11-10-2024 13:49 PM

Hi Techyogi,

We are sorry to hear that your facing issues with the system, it does look like the support team has offered paid support to address the issue. 

The change on how many times AD warranty can be utilized in a contract year has been in place since 2014 and is one event within the contract year. This is disclosed in the warranty terms and conditions. We recognize this does not address your current concern, but the options provided by tech support remain available. 

-JoeyR

#Iwork4Dell

1 Rookie

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28 Posts

11-10-2024 14:40 PM

@DELL-JoeyR

I am dell customer from 2012 and its used to be same at that time , 2 per year.

even dell sales guys who sold us this told us same.

we are business users its very dishearting to see this and bractice from sales folks as well.

We purchase 10 laptops per year from dell for our company ,Hain celestial group and this will lead to closure of dell account from this company.

let me know if this can be considered as one of the odd cases based on our old long relationship with Dell.

Note:- the spillage is not clear, there were no water marks anyone else,it could be due to high moisture also in Datacenter  but i am pretty sure its not a spillage 

1 Rookie

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28 Posts

11-10-2024 17:18 PM

@techyogi@DELL-JoeyR @your quick support on This matter would be highly appreciated .

1 Rookie

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28 Posts

12-10-2024 01:30 AM

@techyogi@DELL-JoeyR seems like community members have no regards for it’s old customers .

Community Manager

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55.2K Posts

October 12th, 2024 16:19

@techyogi​ 

Attacking other users and using profanity are forbidden. Read the Forum Code of Conduct.

DELL-JoeyR and ejn63 are correct.


(edited)

1 Rookie

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28 Posts

October 13th, 2024 05:58

At the end I made a request for one time exception but it was denied.

<Final warning. The next Code of Conduct violation by you will result in the termination of your Forum account. DELL-Admin>

(edited)

2 Intern

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265 Posts

October 16th, 2024 22:13

@techyogi We acknowledge that you do not agree with our findings, and we apologize for the inconvenience, at this time an exception will not be able to be made. The previous service option does remain for a paid service offering.

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