M
micarden
I bought a Dell XPS 13 (2in1) laptop in New York, on January, 2018. The laptop included an international warranty.
The next day I realized that the laptop did not work well (it just restarted by itself). I had to travel back to my country so a couple of days after I started calling Dell customer service
After more than 10 calls (where they left me online and literally cut the phone!), they sent me instructions to try to solve the problem. It did not work, and after more than 20 additional calls and many hours on the phone they told me they cannot help me and that my warranty does not apply outside of the US, and that the problem with the laptop was the software, so I just had to keep reinstalling the operating system and drivers.
After I google various forums I realized that the problem should be the motherboard. I insisted again with countless calls and emails. someone from the office of US ("advance resolution group") email me and he insisted that my guarantee was not applicable outside of the US
Searching on the internet I found the contact of Dell's technical service in my country. They confirmed that my guarantee was active in my country! that was a total contradiction with what the Dell technical support had told me in the previous months.
After I insisted for 3 months Dell accepted I send my laptop to the local technical service ... and suprise!... local technical service found out that they had to replace the motherboard! ... but not only that, but also the batteries! this means that they had to replace 2 key parts of a totally brand new and expensive computer (+$ 1,500)
After a couple of weeks, they fixed the problem but now there is a new problem related to the tablet mode. I insisted again to Dell Latam (the local technical service only receives Dell's orders, it cannot repair it on its own) and after weeks they are again insisting that it is a software problem!
Never in my life had I seen a technical service and post-sale department so mediocre and useless. They lie, they hang up the phone, they refuse to apply the guarantees. Being May (4 months after I bought the laptop !!!) I still can not use it because the repair was only partial. I have been insisting for weeks and waiting for Dell to send an ON SITE technician, as stated on my guarantee
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The next day I realized that the laptop did not work well (it just restarted by itself). I had to travel back to my country so a couple of days after I started calling Dell customer service
After more than 10 calls (where they left me online and literally cut the phone!), they sent me instructions to try to solve the problem. It did not work, and after more than 20 additional calls and many hours on the phone they told me they cannot help me and that my warranty does not apply outside of the US, and that the problem with the laptop was the software, so I just had to keep reinstalling the operating system and drivers.
After I google various forums I realized that the problem should be the motherboard. I insisted again with countless calls and emails. someone from the office of US ("advance resolution group") email me and he insisted that my guarantee was not applicable outside of the US
Searching on the internet I found the contact of Dell's technical service in my country. They confirmed that my guarantee was active in my country! that was a total contradiction with what the Dell technical support had told me in the previous months.
After I insisted for 3 months Dell accepted I send my laptop to the local technical service ... and suprise!... local technical service found out that they had to replace the motherboard! ... but not only that, but also the batteries! this means that they had to replace 2 key parts of a totally brand new and expensive computer (+$ 1,500)
After a couple of weeks, they fixed the problem but now there is a new problem related to the tablet mode. I insisted again to Dell Latam (the local technical service only receives Dell's orders, it cannot repair it on its own) and after weeks they are again insisting that it is a software problem!
Never in my life had I seen a technical service and post-sale department so mediocre and useless. They lie, they hang up the phone, they refuse to apply the guarantees. Being May (4 months after I bought the laptop !!!) I still can not use it because the repair was only partial. I have been insisting for weeks and waiting for Dell to send an ON SITE technician, as stated on my guarantee
Continue reading...