Worthless Dell warranty

I purchased a multi-function Dell printer for my solo physician practice. My main concern with utilizing a Dell printer/fax/copier as opposed to a brand from a local vender with local service (ie Ricoh or Minolta) was timely service as this would be the only fax/copier/scanner in my busy office. However, the salesman reassured me that if I upgraded my warranty to “next business day on-site” he would guarantee me a technician in my office within one day to fix the problem. After a long discussion of this issue I paid and extra $249 for this level of service, as I knew if the machine broke I wouldn’t have time during a busy day to talk to telephone support and because he reassured me that the machine would always be fixed on-site within one business day.

My Dell printer/fax/copier broke on 5/12/08. I called Dell Support at 1130 a.m. on 5/12/2008 and requested a technician on-site service call the next day. Instead, Dell attempted to diagnose the problem over the telephone (which took quite a bit of my time) and mailed a part. I had to install the part myself (forcing me to take apart the machine and try to fix it myself, which again took a lot of my time) the next day, but unfortunately it did not correct the problem. I would have expected Dell to send a technician that day (24 hours after the problem was reported). However, Dell said they could only send a technician the NEXT business day (now TWO business days after reporting issue). When the technician arrived the second business day, he had neither the parts nor the equipment to fix the problem. He actually had to borrow my very expensive, very delicate, and sterilized surgical tools to try to fix the printer. He reported that he could not fix the problem and would have to order another part which would arrive in 1-2 days. As this would be 4-5 days after the problem was reported (and I expected NEXT business day) I found this to be unacceptable and requested a replacement. Dell Cusomter Service initially refused to replace the machine, but after talking to the manager and relaying that I had already been without a fax for three days he relented and agreed to send a replacement overnight. The replacement arrived broken and the replacement of that replacement was delayed for almost two weeks. I was left without a printer/fax/copier for over two weeks! Certainly not the "next business day on-site" service I paid for. In the meantime I had to purchase a replacement fax machine for $170 while I waited for a functioning Dell machine.

I do not believe I received the "next business day on-site" service I paid for. The technician did not arrive until the second business day, and did not feel that he could actually repair the problem for 4-5 days. A product is only as good as its support. I had expressed this concern with the Dell salesman when I initially bought all new computers and printers for my office. He assured me that "next business day on-site" meant exactly that; a technician would be at my office and the problem fixed within one day. That obviously did not happen.

The State of New York Attorney General recently won a multi-million dollar lawsuit against Dell for EXACTLY this same issue. He alleged that Dell charges extra for "next business day on-site" service, then forces the customer to try to fix the problem themselves with phone support and finally does not get a technician out "next business day". These are EXACTLY the issues I faced. Here’s the link to his office regarding the details of the lawsuit:

http://www.oag.state.ny.us/press/2008...

I would like a $249 credit for my worthless warranty "upgrade" and would like Dell to reimburse me $170 for the fax/copy/printer I had to purchase for use during the two weeks my printer was out (this was my only printer/fax/copier for my physician office). Unfortunatley I do not live in NY so I am not eligible for compensation under that settlement. Numerous letters, emails, and phone calls to Dell have not even elicited a response, much less a solution. I would urge others with this problem to do what I did and contact the FTC and their own state's attorney general.

Sorry for the long post.