Has anyone actually managed to get their Dell PC fixed under warranty?

PumpkinSteve

PumpkinSteve

PumpkinSteve

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Yes, I bought a Dell, I'm the son of Satan :(

Now that's out of the way: I bought an Alienware PC a year ago that I wish to sell, it's had a problem since I first bought it where the AlienFX lighting does not work, I know that the problem is a corrupt FX card.

I phoned Dell when I first bought it and they wouldn't fix it because the warranty was under the name of the shop that I bought it from and not mine, so it took a couple of months to change the warranty over to my name, by which time I had lost interest in it.

The warranty I have is 'next day premium service' so I phoned them last week and they said in order to get a technician out you have to email this address: [email protected] with your details and the date you'd like it fixed, they said the soonest would be the next working day. So I sent the email with the details they requested and the date of the next working day as the soonest I was available to have it fixed...now it's a week later and I've heard nothing. If I could actually arrange a time over the phone it'd probably be fine but WTF is it with emailing this address to which no-one replies?

Please reassure me that this will get sorted...the only reason I'm trying to get it repaired is so that I can sell it because I have no time to use it now.
 
Thats a load of rubbish what they told you, they can and WILL organise it over the phone, especially since you paid for next day premium service.
 
Yep. I phoned them and told them my SSD broke. The man on the phone said I'll send you an engineer tommorow and gave me a time. They sent a repair man the next day with a new hard drive at no cost.

I paid nothing for additional warranty. This was on a Studio XPS laptop which has XPS support which is better than the bog standard dell support but I think Alienwares would have that too?
 
PumpkinSteve said:
Please reassure me that this will get sorted...the only reason I'm trying to get it repaired is so that I can sell it because I have no time to use it now.
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no dell will probably send someone to kill you, so getting the machine fixed is the least of your troubles now

seems like a odd situation, are you sure "name of the shop that I bought" should not be "place I stole it"?

call dell tell them the situation - customer services not support..
 
edscdk said:
are you sure "name of the shop that I bought" should not be "place I stole it"?
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Excuse me? I bought it brand new from a registered reseller of Dell goods...

For the people who've managed to see a technician, was it the indian call centre you spoke to? I can't seem to get any sense out of them :confused:
 
No they don't

Castiel said:
Dell suck.
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I've only dealt with Dell's proper business support... but they don't suck in the slightest. Quick and painless phone call (or the online chat if you're lazy). Parts for Servers/SANs delivered within three-hours and both parts and technicians next-day for Desktops/Laptops. Also failed HDDs don't have to be returned.

Can't say fairer than that :).


As for Dell's consumer support... I've never bought Dell consumer equipment and never intend to. The build quality of the consumer stuff is **** in comparison with the business stuff (on a par with Acer really) and I'd imagine the consumer support is equally ****.
 
Westyfield2 said:
I've only dealt with Dell's proper business support... but they don't suck in the slightest. Quick and painless phone call (or the online chat if you're lazy). Parts for Servers/SANs delivered within three-hours and both parts and technicians next-day for Desktops/Laptops. Also failed HDDs don't have to be returned.

Can't say fairer than that :).


As for Dell's consumer support... I've never bought Dell consumer equipment and never intend to. The build quality of the consumer stuff is **** in comparison with the business stuff (on a par with Acer really) and I'd imagine the consumer support is equally ****.
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Same for me. Business Support Centre was in Glasgow.
 
I've had hits and misses with Dell, though after getting a motherboard replaced gratis in a machine that was well out of warranty they've certainly impressed me occasionally.
 
D18241 said:
Got mine sorted over phone also
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Twice for my laptop.

FIrstly a cracked keyboard after a flight, they sent a replacement.

Secondly the GFX died after almost 3 years, tech came out and replaced the innards of the beast.

Weirdly it is the only time i have bought PC cover, and was rather glad i had at the time. They borked the initial order, lost it, and offered me 20% placing a new one, so i did and picked a better spec and cover for the same price. All in all that laptop served me well and still serves my sister well.

Currently I have no requirement for a laptop.
 
Westyfield2 said:
I've only dealt with Dell's proper business support... but they don't suck in the slightest. Quick and painless phone call (or the online chat if you're lazy). Parts for Servers/SANs delivered within three-hours and both parts and technicians next-day for Desktops/Laptops. Also failed HDDs don't have to be returned.

Can't say fairer than that :).


As for Dell's consumer support... I've never bought Dell consumer equipment and never intend to. The build quality of the consumer stuff is **** in comparison with the business stuff (on a par with Acer really) and I'd imagine the consumer support is equally ****.
Click to expand...

Trust me, the consumer support is a joke.

I had a nightmare just buying a laptop, let alone trying to get them to fix one.

Never again.

http://forums.overclockers.co.uk/showthread.php?t=18218665
 
Dell have been great for me and corrected a problem with my laptop when it was out of warranty.

Not sure about 'Dell UK' or whatever though.
 
I called Dell with about 2 weeks left on my Laptops warranty, told them what the issue was and still they wanted me to run all the diagnostics and crap. Eventually I got annoyed with the guy on the phone and they sent a guy out to replace mobo, HDD and the RAM!

I only had the basic warranty too, the chap was out within two days.
 
So it seems that most have been able to arrange the repair over the phone, but they keep asking me to email...and then you never get a reply or hear back again :mad: I'm going to phone them again this morning, hopefully they will get their thumbs out of their arses and sort it out.
 
When the motherboard on my Studio 15 failed, I logged a support case via the Dell website. After running through their troubleshooting steps, they arranged to have an engineer come out to replace the failed motherboard under the next day warranty I had purchased. The whole process took a few days due to the nature of their web support, but at least I wasn't forced to sit on hold for hours waiting for a technician. It might be worth logging a case with them via their web support system.
 
Hahaha Dell PC.

For work purposes a few years ago we had a few new dell desktops ordered and one was just completely knacked. They came out and replaced it the next day almost, iirc.
 
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