Regret purchasing DELL

Question

I purchased a Dell XPS 13 from Costco on Dec 24, 2019, and it has hardware issue (the camera is blurry). When I tried to contact DELL for repair, I found that the warranty of the laptop started on Sep 2019 and ended on March 2020, which is of course NOT right. It took me over half month to contact Costco and Dell, and the warranty is still not corrected, even though I have original purchase receipt... it wasted me a lot of time and I'm very frustrated... I really regret purchasing the DELL laptop. If I knew the service is so bad, I probably would never purchase it.

Can I just return it? Or anywhere I can file complaint?

Thanks

ejn63 · Answer

Are you sure this wasn't a leftover late-2018 model? Dell generally starts the warranty when the system ships to the retailer - and runs about the normal year + 6 months. 18 months would put you right at about March, 2020. What model XPS is is (9360?)

You won't be able to return a system you've had for over six months, no. You should register the system with Dell though:
https://www.dell.com/support/Assets-Online/us/en/19/registration#/identifyservicetag

regretPurchaser · Answer

Thanks for reply!

I hope it's not 2018 left over. The model is DELL XPS 13, and I registered it and saw the warranty is from 09/2019 to 03/2020. If it's a left over, should the effective date is 09/2018?

I guess this warranty to retail (Costco) is 6 month instead of 1 year + 6 month, because of the Christmas sale.

I first contacted Costco Concierge Support, and the Costco agent talked to Dell agents and sent them the proof of the purchase, The Costco and Dell were back forth three times, and the issue remain, even though both agree that the warranty should start from Dec 24 2019 when I purchased the laptop.

I then called the Dell support line, and be transferred twice, and finally seemed landed to the right department. but I was told I should get the PDF file of the proof of purchase from Costco and email to them, even though I have original receipt and can definitely scan and attach it.

I went Costco store, and the customer service manager found my purchase and emailed it to me with Costco email account, I then forward it to Dell, I thought everything should be good now. But again I was told that the attachment doesn't have Costco logo (it's from xxx@costco.com,).

My receipt has big Costco Logo, and the email is forward from Costco.com.... I'm really speechless

So far, my warranty remain incorrect.

ejn63 · Answer

It looks like Costco has a 6-month return policy on notebook computers.  Are you confusing that with the warranty? What model XPS is it?  9350, 9360, 9370?

regretPurchaser · Answer

It's XPS 13 7390.

The return policy in Costco is 90 days from the date of purchase, and it extends the manufacture warranty to two years from the date of purchase. Which means I could return the laptop if found the issue before March 23, 2020. and I will have warranty from Costco after Dec 23, 2020 when the Dell warranty is expired.

I'm not confusing the warranty between Costco and Dell. My understanding is

Dell's warranty starts on Dec 24, 2019 when the laptop was purchased, and it should not be expired until Dec 23, 2020 (1 year)

Costco's warranty will start on Dec 24, 2020 and will be expired on Dec 23, 2021

When I talked to the customer service agents, both Dell and Costco agreed that my understanding on the warranty is correct, and Dell is in charge to correct the warranty effective and expiration date in my account, which does not happen yet. The ball has been kicking among Dell's departments, and I don't know when it will be ended.

XPS

Regret purchasing DELL

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