I purchased a dell expensive desktop unit in dec 04. I included an extended 4 year warranty in the order. The warranty expires on 12/13/08.
On or about the 3rd of dec. 08 i was having a problem with the wireless keyboard. It could not be repaired or made to work. I called dell and just like the other reports here it was transfers, transfers to nowhere, idiots reading from a script and just plain harassment.
They, dell said that the wireless keyboard was ordered and sent separately and therefore it only had a one year warranty. I gave them over and over the sales information and order numbers. I explained to them that the keyboard was an upgrade that i ordered to customize the system, just like the larger flat screen monitor.
I talked to at least 20 persons, idiots, before i hit pay dirt. I finally got them to admit it was in warranty and they agreed to replace it. This took over 5 hours, many high octaves of screaming at the technician, and yes a lot of very, very nasty words. But, i prevailed. However, too show how stupid, incompetent and screwed up dell is... They sent me 3 new keyboards!!! Anyone need a keyboard???
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