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#1
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Dell branded19" CRT standalone purchase warranty only 120 days?
Has anyone reading this been told by Dell tech support that Dell branded 19
inch CRT monitors cannot be exchanged after 120 days from purchase??? I specifically refer to a Dell P992 purchase in 2002. Here is a paste from the accompanying CD re warranty: "During the second and third years of this limited warranty, Dell will provide, on an exchange basis and subject to Dell's Exchange Policy in effect on the date of the exchange, replacement parts for the Dell hardware product(s) covered under this limited warranty when a part requires replacement." No mention of 120 days anywhere in any of my documents. Does anyone have the fine print on "Dell Exchange Policy" as in the above paragraph? When you poke that link it just takes you to support.dell.com. Please advise if you have any insight into CRT monitor exchange denials when dealing with tech support in India. I could use a US-based customer care 800 number, but there may not be one? |
#2
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all dell support calls are routed by chance and happenstance. You could get
India, or Nashville, or Texas, or any number of spots in the USA. Your call is *mostly* routed by your express service code. so keep that number *ready*! Monitors are tied to the SYSTEM in home/small business situations. If your system has a 3 year warranty, so does your monitor. Note: Dell checks serial numbers as part of the troubleshooting process, so don't get the monitors messed up between two systems. Dick Silk -- The Computer Tutor http://personalpages.tds.net/~rcsilk for rates and online chat - Some assembly required - like the WHOLE thing. "Carl LaFong" wrote in message news:l%Tqd.6947$KO5.1024@fed1read02... Has anyone reading this been told by Dell tech support that Dell branded 19 inch CRT monitors cannot be exchanged after 120 days from purchase??? I specifically refer to a Dell P992 purchase in 2002. Here is a paste from the accompanying CD re warranty: "During the second and third years of this limited warranty, Dell will provide, on an exchange basis and subject to Dell's Exchange Policy in effect on the date of the exchange, replacement parts for the Dell hardware product(s) covered under this limited warranty when a part requires replacement." No mention of 120 days anywhere in any of my documents. Does anyone have the fine print on "Dell Exchange Policy" as in the above paragraph? When you poke that link it just takes you to support.dell.com. Please advise if you have any insight into CRT monitor exchange denials when dealing with tech support in India. I could use a US-based customer care 800 number, but there may not be one? |
#3
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"personalpages.tds.net/~rcsilk" wrote in message ... all dell support calls are routed by chance and happenstance. You could get India, or Nashville, or Texas, or any number of spots in the USA. Your call is *mostly* routed by your express service code. so keep that number *ready*! Monitors are tied to the SYSTEM in home/small business situations. If your system has a 3 year warranty, so does your monitor. Note: Dell checks serial numbers as part of the troubleshooting process, so don't get the monitors messed up between two systems. Dick: Thanks for the response. I have called 7 times in the last 2 weeks to either 800 624 9896 or 800 624 9897. Invariably answered by a severe Indian accent. It seems to me that I am routed to India by virtue of choosing "home system" or words to that effect early in the voicemail tree. I have no "express service code" and never had one. All I have is an order number from the date of purchase and a "case number" that I got a couple of days ago. That is not the same as an "express service code"; nor is it a dispatch number. This was NOT a system purchase. It was a purchase of a P992 monitor only and therefore didn't have an express service code. All my documentation says 3 year warranty. If you or anyone has clues to how to contact a US person without an express service code, please advise. If you or anyone has the fine print on exchange denials on monitors please advise. It's a long pathetic story. Suffice it to say India tech support now wants to deny the claim because I am beyond 120 days after purchase. This is after an Indian support manager said I was qualified last week, but when he turned me back over to the tech, the tech claimed he could not give me a dispatch number because Dell's database was temporarily down. Today, the database is up, but this new tech wants to deny, despite what the manager told me last week. I have had a total of 4 different Dell reps say I was qualified, but got nowhere, allegedly because "the database is down". Until today, that is. Now that the database is up, the claim is suspect. I have spent over 3 hours on the phone in those 7 phone calls and have no stomach for more from India, considering language barrier, down databases, and repeated contentions from techs that I would be phoned back "tomorrow" with a dispatch number. Needless to say, no one in India has a direct phone number or direct email. You have to wade back down through the tree and take your chances. Any assistance appreciated--other than India. I will concede the claim rather than fight the language barrier, minimal technical competence, and ongoing broken assurances. |
#4
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No question about it, monitors have a 3 year warranty if purchased
separate from the system. However everything in support is tied to those system tag numbers! I don't know of any secret, just keep trying. Tech Support for Home Sales 1-800-624-9897 Tech Support for Small Business 1-877-773-3355 I've always purchased from Small Business. You might be able to use the Small Business tech support, who knows? Carl LaFong wrote: "personalpages.tds.net/~rcsilk" wrote in message ... all dell support calls are routed by chance and happenstance. You could get India, or Nashville, or Texas, or any number of spots in the USA. Your call is *mostly* routed by your express service code. so keep that number *ready*! Monitors are tied to the SYSTEM in home/small business situations. If your system has a 3 year warranty, so does your monitor. Note: Dell checks serial numbers as part of the troubleshooting process, so don't get the monitors messed up between two systems. Dick: Thanks for the response. I have called 7 times in the last 2 weeks to either 800 624 9896 or 800 624 9897. Invariably answered by a severe Indian accent. It seems to me that I am routed to India by virtue of choosing "home system" or words to that effect early in the voicemail tree. I have no "express service code" and never had one. All I have is an order number from the date of purchase and a "case number" that I got a couple of days ago. That is not the same as an "express service code"; nor is it a dispatch number. This was NOT a system purchase. It was a purchase of a P992 monitor only and therefore didn't have an express service code. All my documentation says 3 year warranty. If you or anyone has clues to how to contact a US person without an express service code, please advise. If you or anyone has the fine print on exchange denials on monitors please advise. It's a long pathetic story. Suffice it to say India tech support now wants to deny the claim because I am beyond 120 days after purchase. This is after an Indian support manager said I was qualified last week, but when he turned me back over to the tech, the tech claimed he could not give me a dispatch number because Dell's database was temporarily down. Today, the database is up, but this new tech wants to deny, despite what the manager told me last week. I have had a total of 4 different Dell reps say I was qualified, but got nowhere, allegedly because "the database is down". Until today, that is. Now that the database is up, the claim is suspect. I have spent over 3 hours on the phone in those 7 phone calls and have no stomach for more from India, considering language barrier, down databases, and repeated contentions from techs that I would be phoned back "tomorrow" with a dispatch number. Needless to say, no one in India has a direct phone number or direct email. You have to wade back down through the tree and take your chances. Any assistance appreciated--other than India. I will concede the claim rather than fight the language barrier, minimal technical competence, and ongoing broken assurances. |
#5
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Tom Almy wrote:
Tech Support for Home Sales 1-800-624-9897 Tech Support for Small Business 1-877-773-3355 Ops, those are for Customer Care. All tech support goes through 1-800-624-9896 and is routed via that system service tag. :-( |
#6
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First, if it's a "non-time-critical" issue, you can usually get excellent
results with their website / e-mail response teams. Second, although I shouldn't say this in a public forum, the phone numbers for all the tech support folk at the Nashville location usually start with something like: 615-795-xxxx (usually somewhere over 7000) -- you're bound to get ahold of someone who will route you to the nearest manager in that building -- Home & Small business, desktops and laptops, mostly. Finally, write your displeasure to the Big Guy himself: -- this guy really DOES read all his e-mail! And if anyone at Dell is wondering why I'm posting this information, well -- it's because those friggin' *******s won't re-hire previous employees! (Thus, I have to get my "fixing fix" in here via the newsgroup.) As to your last point (somewhere below) people should know this: NO one (except myself) EVER calls / called back from Dell, with the exception of managers. If you do NOT get a DPS# (dispatch parts / service) then your repair request has not been processed, but you *should* have notes in a call log somewhere. When calling, get tech names, badge numbers, and manager names (managers DO have phone #'s!) Dick Silk -- The Computer Tutor http://personalpages.tds.net/~rcsilk for rates and online chat - MONEY TALKS... but all mine ever says is GOODBYE! "Carl LaFong" wrote in message news:WYUqd.7068$KO5.528@fed1read02... I have called 7 times in the last 2 weeks to either 800 624 9896 or 800 624 9897. Invariably answered by a severe Indian accent. It seems to me that I am routed to India by virtue of choosing "home system" or words to that effect early in the voicemail tree. I have no "express service code" and never had one. All I have is an order number from the date of purchase and a "case number" that I got a couple of days ago. That is not the same as an "express service code"; nor is it a dispatch number. This was NOT a system purchase. It was a purchase of a P992 monitor only and therefore didn't have an express service code. All my documentation says 3 year warranty. If you or anyone has clues to how to contact a US person without an express service code, please advise. If you or anyone has the fine print on exchange denials on monitors please advise. It's a long pathetic story. Suffice it to say India tech support now wants to deny the claim because I am beyond 120 days after purchase. This is after an Indian support manager said I was qualified last week, but when he turned me back over to the tech, the tech claimed he could not give me a dispatch number because Dell's database was temporarily down. Today, the database is up, but this new tech wants to deny, despite what the manager told me last week. I have had a total of 4 different Dell reps say I was qualified, but got nowhere, allegedly because "the database is down". Until today, that is. Now that the database is up, the claim is suspect. I have spent over 3 hours on the phone in those 7 phone calls and have no stomach for more from India, considering language barrier, down databases, and repeated contentions from techs that I would be phoned back "tomorrow" with a dispatch number. Needless to say, no one in India has a direct phone number or direct email. You have to wade back down through the tree and take your chances. Any assistance appreciated--other than India. I will concede the claim rather than fight the language barrier, minimal technical competence, and ongoing broken assurances. |
#7
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On Tue, 30 Nov 2004 19:34:43 -0600, Dell branded19" CRT
standalone purchase warranty only 120 days? "personalpages.tds.net/~rcsilk" wrote: And if anyone at Dell is wondering why I'm posting this information, well -- it's because those friggin' *******s won't re-hire previous employees! (Thus, I have to get my "fixing fix" in here via the newsgroup.) They probably out-sourced your job to India. Great for computer prices and the Dell bottom-line; lousey for our economy, employees and users that don't speak Hindi and need support. -- To reply to me directly, remove the XXX characters from my email address. |
#8
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"Vic Dura" wrote in message
... On Tue, 30 Nov 2004 19:34:43 -0600, Dell branded19" CRT standalone purchase warranty only 120 days? "personalpages.tds.net/~rcsilk" wrote: And if anyone at Dell is wondering why I'm posting this information, well -- it's because those friggin' *******s won't re-hire previous employees! (Thus, I have to get my "fixing fix" in here via the newsgroup.) They probably out-sourced your job to India. Great for computer prices and the Dell bottom-line; lousey for our economy, employees and users that don't speak Hindi and need support. True: they were starting up the India group when I left in 10/2001. I think the real problem is: I actually *care* about helping people fix their problems. It is a joy to me. To them, I was simply someone who took longer than other folk to get the customers off the line. |
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