Do I have any other options left?

Question

I had trouble with my Dell laptop on Sept 11 and I called for assistance. They said my warrenty had expired that day. i found out a few days later that it was the last day but I was still covered. I wrote a letter asking for an explanation. Now they call me saying that I can't find proof that I called on September 11. That they first call I made was on Oct 1. My last choice is to ask the phone company for my phone records. They said that they can't give me my phone records without a lawyer. do i have any other options left?

i used a landline.
The speaker never gave me a case number.
They called me responding to my letter that they have no record that I called on Sept 11.

Answer 1

It sounds like Dell with honor the warranty if there is a record of you calling on September 11th. They don't have a record and at this point, neither do you.

Step 1: Call Dell back and speak with the supervisor. Argue with them for a while and explain the situation (again). If that doesn't work, call back in another day or two and talk to somebody else.

Step 2: You need to get the phone record. Did you call with a cell phone or a landline? If it's a cell phone, you can just go to your cell phone company's website and view your phone records online. If it's a landline, you should have a record of your phone calls on your phone bill. Ask for another copy of your bill if you lost it.

Answer 2

Yes you have options, keep writing letters and questions like this about Dell. If their losy warranty doesn't cover one day past the limit then they are one sad company that I would avoid like the flu. To put a customer through hell like this is not my way of doing business. I would switch to a different company and tell all of my friends not to choose Dell. They should be attempting to keep customers not lose them. The funny thing is that you are already a customer, one with a problem, yet still a customer and they will spend thousands of dollars to get new customers instead of spending hundreds to keep the ones they already have. Ah duh, that is stupid. Dell is a big company and you would think that someone there is ontop of things but who knows maybe they are so tuned into new customers that they forget the loyalty of old customers. Write or call the company until you receive some satisfaction or get your computer fixed by a reputable company and continue to bad mouth Dell for not being there when you needed them most, one day beyond the warranty period is not reason to abondon you as a customer. Any reputable company would have a grace period anyway. If Dell sucks, write the CEO of the company and tell him of your problem, I am sure he would like to know, if he does nothing then you will know they could care less about brand or company loyalty. If this is the case then find out the names of those men or women on the board of directors of the company and write to some of them. Last but not least, buy stock in the biggest competitor of Dell because they are definitely going to increase marketshare if this is the way Dell treats their customers. My friend found a new but broken golf cart on the course. He took it to a Canadian Tire Store here in Canada and got a new cart for the broken one. No bill, no receipt. Now when this Christmas comes where do you think he does most of his Christmas shopping? You got it, Canadian Tire, when they treat you like a King you don't go to a place that doesn't even acknowledge you have a problem.

Answer 3

Well, I don't know about the answer to your Dell question, but you've just given me proof that the Gov't was responsible for the 9/11 attacks.

Answer 4

If you called Dell on that date they should have given you a case number. That number is your proof that you spoke with someone. If you have that case number, which you should have received both verbally and via email, you will be able to escalate the dispute resolution process.

Also, if you know who you spoke with and at what time of day, you may also be able to effectively resolve this with Dell.

Good luck.

Answer 5

You are entitled to your own phone records and should NOT need a lawyer to get them. Keep pushing the phone company.

Answer 6

get ahold of the owners or manager and explain your problem