Transferring a Warranty

[DB]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Hi,

I'm trying to get a warranty transferred from a defective machine to a
replacement...

On 5/21/04, Dell shipped me an Inspiron 8600 laptop. I bought a 2 year
warranty.

The laptop was defective, and they shipped me a replacement on 6/13/04.
I've called 5 times to get the warranty transferred from the defective
machine to the replacement machine (which was supposed to be done
automatically when they received back the defective machine, which they
did receive on 6/28/04), but all I've gotten is "Sorry for the
inconvenience..., I'll transfer it for you." I've also specified that
the warranty should be effective the date of shipment of the replacement
machine, 6/13/04. They said they would do this.

Last night, it still hadn't been transferred, so rather than call, I
decided to use the email route. Here's what I got back:

=====================================================
Thank you for contacting Dell Customer Care.

Please accept my apologies for the difficulties encountered with the
transfer of the warranty. I truly apologize that we were not able to
provide an experience that was completely satisfactory to you. You as a
customer are our most valuable asset and it has never been our intention
to cause any inconvenience to you.

Please note that your warranty would be transferred by 08.12.04. I will
personally follow up this matter and take the responsibility to fix it.
As for your request to have the warranty start from the date the
exchanged system was shipped and not from the original invoice date,
this is not possible. As a compensation for this inconvenience I offer
you the Dell A-920 printer free of cost. Please confirm your acceptance
to this offer so that I may send it over to you.

==================================================================

I contend that the first machine was never a working machine, and I
shouldn't pay for warranty coverage on it. I'd rather have the coverage
extend that extra 3 weeks on the replacement machine. I really don't
care about the cost, just the coverage.

Anyone ever run into this situation?

By the way, I don't need a very low end Dell A-920 printer that only uses
Dell consumables and is rated less than mediocre (I've got 6 printers,
lasers and jets, already) but I could use their 80GB Internal 7200 EIDE
for my Dimension 4550.

Thanks,
Jeff

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"DB" <dbcooper@chute.net> wrote in message
news:Xns95425EF9C6DBFdbcooperchutenet@13.1.103.31...
> Hi,
>
> I'm trying to get a warranty transferred from a defective machine to a
> replacement...
>
> On 5/21/04, Dell shipped me an Inspiron 8600 laptop. I bought a 2 year
> warranty.
>
> The laptop was defective, and they shipped me a replacement on 6/13/04.
> I've called 5 times to get the warranty transferred from the defective
> machine to the replacement machine (which was supposed to be done
> automatically when they received back the defective machine, which they
> did receive on 6/28/04), but all I've gotten is "Sorry for the
> inconvenience..., I'll transfer it for you." I've also specified that
> the warranty should be effective the date of shipment of the replacement
> machine, 6/13/04. They said they would do this.
>
> Last night, it still hadn't been transferred, so rather than call, I
> decided to use the email route. Here's what I got back:
>
> =====================================================
> Thank you for contacting Dell Customer Care.
>
> Please accept my apologies for the difficulties encountered with the
> transfer of the warranty. I truly apologize that we were not able to
> provide an experience that was completely satisfactory to you. You as a
> customer are our most valuable asset and it has never been our intention
> to cause any inconvenience to you.
>
> Please note that your warranty would be transferred by 08.12.04. I will
> personally follow up this matter and take the responsibility to fix it.
> As for your request to have the warranty start from the date the
> exchanged system was shipped and not from the original invoice date,
> this is not possible. As a compensation for this inconvenience I offer
> you the Dell A-920 printer free of cost. Please confirm your acceptance
> to this offer so that I may send it over to you.
>
> ==================================================================
>
> I contend that the first machine was never a working machine, and I
> shouldn't pay for warranty coverage on it. I'd rather have the coverage
> extend that extra 3 weeks on the replacement machine. I really don't
> care about the cost, just the coverage.
>
> Anyone ever run into this situation?
>
> By the way, I don't need a very low end Dell A-920 printer that only uses
> Dell consumables and is rated less than mediocre (I've got 6 printers,
> lasers and jets, already) but I could use their 80GB Internal 7200 EIDE
> for my Dimension 4550.
>

Well I can not speak for Dell as I do not work for them, but I do work for
one of the largest peripheral manufactures (Tier II). In a case like this we
would send a New for New replacement as it happened within 30 days of
original purchase. We also automatically update our records to indicate that
the warranty serial number has changed to indicate the replacement unit. The
customer however does not receive (or need) any paperwork as there
receipt/invoice is their proof of warranty. While we have no written policy
regarding adjusting the start date, as a matter of customer service in a
case like this it is done.

Now as for Dell, I own 3 and have not had any problems so no first hand
experience. I do know that my brother received an 8300 with a dead video
card which they sent him a replacement for. In his case they did in fact (at
his insistence) change his purchase date by one week to the date he accepted
delivery on the new card.

 

[Fixer]

Archived from groups: alt.sys.pc-clone.dell (More info?)

<SNIP>
> I contend that the first machine was never a working machine, and I
> shouldn't pay for warranty coverage on it. I'd rather have the coverage
> extend that extra 3 weeks on the replacement machine. I really don't
> care about the cost, just the coverage.
>
> surely the fact that it has been exchanged means your warranty is in force
and on this occasion I would think Dell are right, If you expand that
thought if your saying that the warranty should only run from the date of
the new machine then you couldm't have a new machine as it wasn't in
warranty to begin with ipso facto????