Community Manager
Community Manager

RE: Unfair Treatment and Poor Customer Service

Hi furiousrain,

Thanks for posting.

Apologies for the confusion regarding your warranty contract.  Please refer to the terms of the warranty contract here

Here is an excerpt:

What will Dell do?
 
Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issue. Remote diagnosis may involve customer access to the inside of the product and multiple or extended sessions.

If Dell determines that your issue is the result of a defect in materials or workmanship but the issue is not able to be resolved remotely, Dell, at its sole discretion, may dispatch a replacement part to you, arrange for you to send your product or defective part back to Dell's repair depot or replace the part or product with a comparable part or product that may be new or refurbished.

If the Dell Limited Hardware Warranty for your product includes onsite/in-home warranty service, then Dell may also elect to dispatch a service technician to your location to perform the repair or replacement (see Important Information about Onsite/In-Home Warranty Service After Remote Diagnosis below).

Please continue to work with the Technicians to get a resolution to your issue.  Thanks.

Regards,
Robert


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