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Connected with kumar_154369

Thank you for contacting Dell Technical Support. My name is Kumar and my rep ID

number is 154369. How may I assist you today?

I wish to file a complaint.

I chatted with Tech Support yesterday (have the chat log) and was told that my next

day warranty provision would be honored.

Please go ahead.

Today, I got an automated message saying that the part won’t arrive to your vendor until TUESDAY, and then I’ll get a call.

I have Complete Care AND Next Day Support

here is my case number

Case #191143634

I ask one thing of you right now…

Do not lie to me as the previous rep did.

Do not waste my type with meaningless questions.

You are supposed to send someone today. If you cannot do that, I need to speak

with someone who can explain why Dell is refusing to honor its warranty.

I paid for this coverage, so I am entitled to it.

My name is Deesha Philyaw…

Let me inform you since the dispatch was created yesterday so the dispatch team

was O off for weekend so they will start the dispatch on Monday and the next day

from Monday would be Tuesday so I mean to say the same had been

communicated to you.

Nope…

This is how it works.

I have next day INCLUDING WEEKENDS

that is the coverage I pay for.

Let me check.

Again, please don’t do what the agent did yesterday

http://support.dell.com/support/topics/global.aspx/support/my_systems

_info/en/details?c=us&cs=19&l=en&s=dhs

I really apologize for the mistake.

Not a mistake…an outright lie.

I asked him repeatedly.

Please give me an email address where I can forward you the chat log in

which he lied.

May I ask you by what time the dispatch was created yesterday?

before 9 am

I will forward you the log.

Deesha, I have checked the dispatch information.

and?

I can see, parts has been shipped to technician and he will be calling

you soon.

listen…

you are doing the same thing the other agent did…

SOON?

Ok.

He is supposed to call today and come today.

I got a message that the parts aren’t arriving until Tuesday, so what

are you talking about?

Being vague is not going to satisfy me…

I was told the tech was going to come today….

I received a messag this morning to the contrary…

please deal with that, and not in vague terms like “soon”

If you cannot, tell me who can.

I can see the parts were dispatched today. However, there is no

tracking number on it.

I am providing you right information as per records.

So Dell is not honoring its warranty…

who do I speak to about that?

It is wrong to have people pay for next day service…

when Dell cannot provide the service as promised.

It is fraudulent, and you know that if it were you, you’d be irate

as well.

I can understand your frustration.

You might be getting call today to get your system repaired.

That’s not acceptable.

My warranty does not say “might”…

tha’ts why it’s a warranty, not a “possibility”

I would like to speak to someone else about this, because

you are simply blowing smoke.

Please I am escalating to my supervisor.

You are being transferred to another Agent. Please stand by…

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Connected with Sup_Iqbal_105669

Hello?

My name is Iqbal Saini and my rep id is 105669. I am the

supervisor for Dell Technical Support.

Mr. Saini, one of two things can happen now…

How are you doing today?

You can send me documentation that a tech will be at my

house today as my warranty guarantees…

or you cannot, in which case, I won’t waste anymore time,

and will simply file a legal complaint with all relevant

attorneys general.

Nothing else…

Please give me 2-3 minutes to go though the chat history

to give best possible help in this case.

please do not delay me with meaningless info as the two previous

agents have done.

Thank you for your patience.

I will need more time to check in this case.

I am trying to contact our onsite technician to see when they will

come to complete this service call.

thank you

Thank you for giving enough time to understand this concern.

I checked with onsite technician, they have not received the part yet.

Once they get the part, they will contact you to fix it.

Dell is not honoring its warranty…

How do you plan to address that?

I apologize for the inconvenience caused to you.

http://support.dell.com/support/topics/global.aspx/support/my_

systems_info/en/details?c=us&cs=19&l=en&s=dhs

An apology is not sufficient…

I paid for a warranty…

Dell is not honoring the terms.

Are you saying that I cannot get recourse through Dell? I want to make

sure I understand you before I move on to file a legal complaint.

We are not denying any kind of service for your system.

We will try to get it repair as soon as possible.

And the inconvenience is secondary to the fact that…

the warranty does not say “as soon as possible”

I did not pay for “as soon as possible”

the link I provided above details my warranty

complete care

next day support

next day support including weekends

so, in closing, you agree that Dell is unable to honor its warranty.

Thank you for your assistance. I will move on to pursue recourse

elsewhere.

And don’t even bother to ask if this was handled to my satisfaction,

because you know it was not.

I can understand the situation you are in right now.

Well, I appreciate that but I would appreciate service today or a

refund even more. Barring that, I will be filing a complaint with the

attorneys general in every state where applicable.

I read online that many customers are filing such complaints,

including class action lawsuits against Dell…

for similare lies and failure to honor warranties. I look forward to

adding my voice to that angry chorus.

I don’t know how you conscience can take it, treating customers this way.

So, if you aren’t willing to honor the warranty, then there’s nothing else

you can do for me today.

We will try to get it fix today only.

The parts have been shipped from our depot and it will be with DHL.

I am not able to see any tracking number for DHL.

There’s nothing else for us to discuss. Dell is reneging on its warranty.

I will be checking status of parts on DHL web site.

I will get back to you, once there is any tracking number.

Then I will put conference call with onsite technician to get it fixed today.

If that happens, that’s great. Thank you.

Sure, it will be my pleasure to take ownership of this issue.

May I know your contact number to get back to you?

xxx.xxx.xxxx

Thank you.

I am sorry, I will be disturbing you again once there is any update about parts.

No disturbance…I look forward to your call saying that the tech is on his way today.

I will be calling you in any case.

Thank you so much for giving me time here.

Thank you for taking the time.

I can understand you are still not happy with us.

indeed, but I do appreciate your efforts

Thank you.

We are done for today.

You may close this chat once you are done.

okay

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