I am a lawyer. I say this because it amuses and disgusts me how Dell will try everything in their power to deny coverage on their equipment.
When I (somewhat forcefully after 4 hours on the phone and a series of long, more than 15 minute holds) I explained to them that even if my computer was a shameful 6 months old which they said rendered the warranty effectively useless.
I asserted I was still entitled to certain warranties implied at law. Aparently bullying goes a long way with corporate protocols at Dell because they then decided to replace my computer. (Do not let them intimidate you!!! On this point)
The fun actually was just begining after their decision to replace the defective machine for the next 4 hours I have been passed around and put on hold trying to get that mystical person at Dell who actually makes the exchange happen even after a supervisor said he had OK'd the exchange. (At this writing, I don't think there is anyone at Dell who is actually authorised to help you with a customer problem.
I fantisize they are all really in one big room passing you around with ever interesting accents and placing bets on how long you will stay on hold before hanging up!!!)
Anyway something HAS to be done to put an end to this customer service charade.
I will happily take them to small claims court, which I reccommend to anyone in the same situation.
It will cost about $20.00 to file and neither party can be represented by an attorney and, each party has to appear in the town where the problem occured. So, Dell will have to send someone to my small town to appear and defend their position. It will cost more than good customer service would cost and they will loose. I am sure.
It's a small way to fight back but, a real thorn in their side I hope, and just a little taste of the hassle they inflict on their customers.
Wish me Luck!!!
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