Dell Computer Corporation Complaint - Dell's Support is a Run-A-Round
After 3 long hours on the chat line, then on the phone to Tech Support, warranty sales, customer service and supervisor, customer service, I finally gave up. Seems my purchase of extended warranty was not what was represented to me. I had a component start-up error develop and went to TECH Support online chat to get help. Told this was a software issue. I let them know that I have a full extended warranty for support and they told me I only had online hardware and depot hardware fix warranty. I told them that was not what I was led to believe before I agreed to a warranty extension. All I got from tech support was "you only paid for hardware warranty". Then called warranty department and when I told them of the software problem was told Tech Support would be able to fix this under my warranty and oh by the way, your warranty is running out and wanted to sell me an extension. Transferred back to tech support with the same answer, your problem is a software, and even though the software was on the PC at time of purchase, you will have to pay Dell to fix since you don't have the warranty for software fixes. Wrong answer, so then they recommended customer care for complaint resolution--again after the whole long story, I heard the same song, no software warranty--sorry. Then to a supervisor, almost same answer but then another pass off saying I need to talk to sales--your kidding, right? The super then advised DELL does not sell software warranty---whoa. The warranty department sure calls it software warranty. His answer was again DELL does not provide software warranty. He then suggested the better place to settle this was not Customer Care but Sales--Really. After this run-a-round, I finally severed my relationship with DELL support and their warranties.