Public Mediation

S.S. vs. Dell Computer Company

Dell Computer Company refuses to honor Premiun Contract

S. S. vs. Dell Inc
One Dell Way, Round Rock, Texas, 78682-7000, United States
Amount Involved: Other terms
Complaint(s): Other
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 4033322
    • Amount Involved: N/A
    • Filed On: Feb 06, 2017
    • Posted On: Feb 17, 2017
    • Complaint(s):
      • Other
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"I purchased a Premium support and warranty from Dell. It was to have included onsite support. My screen broke and initially they would not come to fix it. So I sent it in. It cam back with a new screen, but something was wrong - it kept acting like something was touching the screen. I should add that it took them 20 days to send me my computer back. After a lot of conversation, they agreed to send a technician out. The technician did not show up on the day he was suppose to, but he did the next day. In the process of fixing it, it would no longer turn on. They are now saying that I have to send it in again. I refuse - the very act of shipping a laptop is not good for it. Then they said they would send me a technician. I was to have heard from them by 5 tonight and I have not."
...
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Claimant timeline (7) - Hide
  • 01-06-2016 — Sent my computer in to get fixed after Dell refused to send a techncican per my warranty agreement
  • 01-26-2017 — Recieved computer back after 2 emails stating they had to order a part and it would take longer than expected. Remeber it was to fix a cracked screen
  • 01-26-2017 — Computer came back to me and screen was fixed but it kept acting as if something was always touching the screen. After MUCH phone haggling, Dell agreed to send a technician.
  • 02-02-2017 — Technician was to have arrived after having to post
  • 02-03-2017 — Technician came to Yale where I was visiting my brother. In the process of trying to fix, it would no longer turn on. We called Dell and they said I would have to send in again.
  • 02-04-2017 — An attorney who is a family friend called and spoke with Dell. they said that a replacement computer was only an option after 30 days and the only option was to send it in again. The attorney demanded they fix it on site or replace as it was at this point the faullt of their technician. They said they would call her by 5pm on Monday as it had to go t a different department
  • 02-06-2017 — After not receiving a call by 5pm as agreed upon on Sat. the attorney called Dell. MUCH more run around, with an agreement to call between 10 and 12 tomorrow. With no confidence that they will call her, she recommended I file this complaint.
What Claimant Wants Hide
Non-Cash
What By When How Much
1. Repair: Fix computer they broke Feb 10, 2017 N/A
2. Replace: computer Feb 10, 2017 N/A
Cash
1. Other – Pay for claim posting cost Feb 10, 2017 $7.99
Cash total : $7.99
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Dell Inc. This claim will remain posted until resolved
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