Dell complaints

[Mele20]

I got a letter today from Dell. It is dated Aug 29. They must have sent it by the slowest possible bulk mail which takes 4-6 weeks to Hawaii.

I have an XPS 600 which is an upgrade replacement for my Dimension 8300 that died at less than two years of age under extended warranty. I was told by the Small Business REC supervisors that the remaining warranty on the 8300 would transfer to the XPS. It was a three year warranty when that machine was purchased. I was also told I could extend that warranty for an additional two years which would make a total of 5 years on the original machine but the XPS would not even be three years old when its transferred, and extended for two years, warranty would expire. I was told I could NOT extend the XPS warranty beyond that because it was a replacement machine and could only carry the original machine's warranty.

The warranty expires on Nov 2. This letter tells me to renew the warranty by phone. It does not quote a price. If the price is even halfway reasonable (I renewed the original 3 year warranty on the 8300 that transferred to this machine for an additional two years in October 2006 and it was $210 and worth it for my peace of mind and I needed it when the mobo and the floppy drive died in March 2007) I would jump at being able to renew it. But I am suspicious. Is this a case of the right hand not knowing what the left is doing? Does whatever department that sends these letters not know this is a replacement machine? Or has Dell changed the warranty policies on replacement machines?

I suspect the renewal price will be very high as the letter seems to think I am an IT person with a bunch of machines and also speaks about ProSupport which I don't have). Dell has changed the Small Business Division since I purchased from them in the end of Oct 2003. Back then any savvy home user purchased from Small business as the support was far better than from the awful home division. I'd like a further 2 year warranty (to make it close to a total of a 5 year warranty on this machine). I'm worried about the mobo dying (it already died once at just after one year and it took 4 shipped boards and installs before one actually worked). The replaced mobo is now one year and five months old. My only other machine is my very old Dell from '99. I can't install a mobo (you have to break the machine down totally and I'd never get it back together) and I can't carry this machine to a local shop...it weighs 50 pounds and I only weigh 104 pounds and am elderly. So, for me, a halfway reasonable warranty cost is worth it. I will not be purchasing future Dells but I cannot afford another nice machine -along the lines of the 8300 not the XPS - now (especially with the tanking of the economy and drying up of credit) and am on this one 10 hours a day. It is ironic that I have to worry about the mobo. I can install hard drives, memory, optical drives, cables, video and sound cards but a mobo? Nah...plus, if the fan goes on the video card, I haven't the vaguest idea how to replace the fan...but it is the mobo I am mostly worried about and it angers me tremendously that Dell deliberately uses a vendor who manufactures a mobo with garbage capacitors. I shouldn't have to worry, and would not need to with other OEMs, which is one reason why my next computer will not be a Dell.

So, does anyone know if Dell has changed the policy on no extensions on warranties on replacement machines? I am also concerned that Dell might very well tell me the policy has changed (say anything to get the sale)...sell me the warranty and then if/when I need it say I was sold it erroneously but refuse to return my money.

[diashto]

Actually, replacing the mobo on an XPS 600 requires exactly one screw... i just swapped one out the other day.

The hardest thing about replacing that motherboard is remembering where all teh cables go, and for the most part, everything plugs in to only one plug.. so if it doesnt fit, it doesnt go there... and the fan is just a clip in place deal.

As far as changing warranty terms, i'm sure they have since you originally got yours. I'd phone them, and see if you can have them fax/email you a copy of this proposed extended warrantee, and see if it'll suit your needs.

[Captain Kirk]

[Mele20]

Dell wants $240 for three years extended warranty (next business day in house). That's a special sale deal. For two years the price is $271. For one year $167.

When I said I wanted to think about it for a couple of days, I was informed that the special 3 year price ends on the 24th. I didn't expect a three year quote so it sort of threw me. I insisted I still wanted to think about it. Knowing Dell, if I call back in two hours the price may have changed not two days.

What I am particularly suspicious about is that this computer will be three years old on Jan 31 (that's the day I received it...but I think Dell goes by the ship date so a few days earlier than that). I thought Dell NEVER sold warranties for longer than 5 years total. If I bought the 3 year warranty this machine would be 5 years 9 months old when it ended. Something is off here.

I think she couldn't see the history on this machine and that it is a replacement machine. Although, who knows? Everything changes constantly at Dell so maybe the 5 year rule is no longer in effect.

She also told me that the XPS special support number no longer exists which I figured. When I got this machine, I was told there was a special dedicated XPS support number with ONLY USA techs for the life of the machine...ha, ha..