RALEIGH, NORTH CAROLINA -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I have purchased more than 80 Dell laptops over the past 3-4 years. On many occassions, I have called Dell for warranty repair work on these laptops. In the past few months, I have been denied various warranty repairs because Dell now responds ".. the repair is needed due to 'Accidental Damage' and it is not covered under the 'Standard Warranty'". When I asked what the Standard Warranty covers, they said "... it covers the 'functionality only'". I stated my CDRom drive isn't 'functioning', so REPLACE IT! They did not, and I ended up paying $75 for a new one. I called for service on another laptop, spent 3 total hours on the phone trying to get help, and was finally told the same thing about it being the result of 'Accidental Damage'. When parts of the computer simply fall out, or fall apart, it is not the result of "accidental damage". It is the result of inferior workmanship and parts!
I believe there is organized & malicious intent on the part of Dell Computers to defraud their 'warranty customers' by NOT providing the contracted warranty services when requested. There is no review or appeal of their "decision" concerning the "Accidental Damage".
As a resolution, I would like the following:
I would like your office to investigate this complaint as a class action, and advise me as to ANYTHING I can do to facilitate taking action against Dell Computers in court to get ALL requested warranty work, or to recoup ALL 'initial' and 'extended' -year warranty fees paid to Dell by ALL warranty customers. I believe this is warranted due to their non-fulfillment of the contract terms with ALL their customers.
Please contact me if you need more details regarding this incident.