Warranty hacks -- How to get them to do what we paid them to do?
March 19, 2010 7:59 AM Subscribe
How to get Dell to follow through with their warranty promises, when they insist the problem is "software related"? PS They installed the problematic software.
At the beginning of college, my parents bought me a laptop as a surprise gift. Although I would have preferred to choose my own, I was really grateful. They also bought a four year extended warranty. A year ago the laptop stopped working completely, and I bought the Mac from which I'm writing to you today. I called Dell's tech support, and they concluded the hard drive was bad on the Dell and sent me a new one, which I installed.
No, problem, right? No.
The Dell with the new hard drive (which came preloaded with Windows) will not connect to the internet. I have spent countless hours on the phone with Dell, toubleshooting. I have disabled, reenabled, added drivers, removed drivers, everything. No change. I have taken it to my colleges free tech support service, but they say that its probably a bug with Windows, and that Windows should be reinstalled. This costs about $70 for them to do, but my mom says no. She paid for the warranty, and they created this problem and should fix it.
The warranty also includes accident insurance. My mom wants me to handle this, but I am at my wits end. I have spent so much time talking to Dell support with no end in sight. They insist it is the fault of all of the wireless networks (I have tried many) that I have been connecting to. P.s. when I plug in ethernet, it also doesn't work.
My mom wants me to find an address to ship it to "so they are forced to fix it" or to "just throw it off a building so its covered by the accident insurance." I don't think the former would work, and I worry that if I do the latter, Dell will find a way to duck out of the accident clause.
This laptop functions essentially as my moms internet machine, so without an internet connection it is useless to us. What say you, Mefites? I am losing my mind with this, and would love to hear your voices of reason.
Thanks so much!