Customers not told that extended warranty excludes battery

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  • Updated 5 years ago
I have an Dell E1505 laptop computer on which I purchased an extended warranty. Recently the amber battery light has begun blinking. I was informed by a Dell customer resolution representative that the battery needs to be replaced and it is not included in the extended warranty. Neither the representative (nor the two representatives I spoke to before this issue was sent to the escalation department) could show me where the extended warranty excludes batteries. He read a battery warranty paragraph that states that the battery has a 1 year limited warranty and stated that this implies exclusion from the extended warranty. Since all Dell hardware has only a 1 year warranty and is subsequently covered by the extended warranty, why would the customer reasonably be expected to assume that the battery would not be covered by the extended warranty given that there is no express exclusion clause in the extended warranty. The representative could (or would) not give me the phone number for his supervisor and told me that my only recourse was to contact the Dell Legal Department however he could give me no phone number for the legal department either. Is this an example of Dell's deteriorating customer service?
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Posted 7 years ago

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Dell-Bill_B, Employee

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Hi, Frustrated,

Dell laptop batteries carry no more than a one year warranty. They are considered consumable parts and are not warrantied past a year. I am sorry for the frustration and not being provided documentation of Dell's battery policy. Here's the link: http://tinyurl.com/24hvme

If your invoice date is less than a year ago, I will be glad to ship you a replacement battery overnight.

"A notebook battery is considered a consumable product, and performance will gradually degrade as the battery is used. For this reason, Dell portable computer batteries carry the lesser of either a 1-year limited warranty or the length of the limited warranty for the Dell computer with which the battery is shipped."
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krishnamohan.191

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Hiii I extended my laptop with complete coverage warranty .Does complete coverage includes battery warranty??
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Dell told me the same !@#$. how could the battery of a LAPTOP not be included in the extended warranty. Is it not a part of and a very important component of any laptop. Sleezy!!!! And that limk you provided shows nothing of the sort you liar.
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Eric Suesz

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Not sure if calling company reps liars is the best approach.
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Dell-Bill_B, Employee

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Actually, the link I provided says exactly what I quoted. Did you click on the link and notice the paragraph near the top is word for word what I put in quotation marks?

I don't think any computer manufacturer warranties batteries for more than a year. I checked HP's notebook battery policy here, http://h30094.www3.hp.com/product.asp...

"The warranty period for HP Business Notebook batteries is one year, part replacement. Additional support is available (North America only) seven days a week, 24 hours a day by phone as well as through online support forums."

From Lenovo:
http://shop.lenovo.com/SEUILibrary/co...

"Limited warranty period One year "

From Toshiba:

http://www.toshibadirect.com/td/b2c/a...

"One year limited warranty"

From Apple:

http://www.apple.com/batteries/replac...

"Your one-year warranty includes replacement coverage for a defective battery."

From Sony:
(javascript link "Limited Warranty") http://www.sonystyle.com/webapp/wcs/s...

"Sony Electronics Inc. (for U.S. Sales) and Sony of Canada Ltd (for Canadian Sales) (“Sony”) warrants this product against defects in material or workmanship for a period of one (1) year from date of original purchase."
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Hey Bill B...

I'm cool with the battery being a "consumable" item. They will wear out over time, and covering them under extended warranty would just guarantee Dell would have to replace the battery 2-3 times under a 4 year warranty. I am willing to pay a REASONABLE price for replacing my battery.

My issue is the $300 that dell is charging for the 9-cell replacement. That is seriously insane and abusive of the cusomers. Yes.. the 6 cell is only $134.99, but if you ask any notebook user, long battery time is vital. The customer's only choice is to pay WAY too much for the 9 cell, or pay less for an unsatisfactory 6 cell... neither of which are likely to last for more than a year under any circumstance.

Laptop Battery Depot Cells a 9-Cell 1505 replacement for $77 WITH a 2-year warranty... you can talk about the "superiority" of Dell products, but for the average consumer, having to pay only 25.7% of Dell's asking price for essentially the same product with twice the warranty talks a lot louder.

If Dell wants to keep their customers buying replacement parts and peripherals (and there is good money in this), they will need to be more competitive. Saying "we're brand name... so we can charge what we like" does not fly with the average consumer.

I am a loyal dell customer. Got the 1505 notebook and XPS420 desktop and love'em both. But the abbreviated lifespan of the 9-cell battery combined with the preposterous replacement price has got me SERIOUSLY cheesed off.

Pass this along to your superiors, if you please.

Vognell
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Dell-Bill_B, Employee

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Hi, Vognell.

I can agree with a lot of your points on pricing for spare parts in general, but the battery price question is a little more involved. I am not sure about the quality or supply deals Laptop Battery Depot has, but since the big fire last year at LG Chem in Korea, prices of some batteries have gone up. It is possible we were able to cover 6 cell demand from other manufacturers more effectively than 9 cells.
http://news.cnet.com/Dell,-HP-confron...

Extended warranties on batteries might be a good bet for the consumer. Customers would, in effect, be "pre-purchasing" extra batteries, and not taking shipment until they need them.

The price would probably be pretty steep, because the replacement rate during a 3 or 4 year period would be somewhere around 2 for every customer on average. The price would probably be somewhere around 2 X current battery cost. I am just speculating there, but I would not be surprised if I guessed right.
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Dell-Bill_B, Employee

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By the way, how far past one year is your 1505?
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Dell-Bill_B:

System shipped on 3/27/07. Battery time had dropped to about 20 minutes by april. I mostly work on AC power, so it hasn't been a major issue....though I will, at some point, need to rely on my battery.
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My 1505 was received by me on 3/21/06. I run the laptop on AC approximately 98% of the time. I am not arguing that the battery should be covered. My complaint is that, as far as I can determine, the extended warranty does not state that the battery is NOT covered. Since the battery is an integral part of a laptop and the extended warranty covers parts and services, it seems that a reasonable person would assume that the battery is covered. If the battery is not covered, then the contract (i.e, the extended warranty) should state this.
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Their warranty should be more explicit on the point.... your are not the only person who was under the impression the battery was covered under the extended contract. They should have the salepeople/website make it a point to clarify this issue for the customers. Setting expectations prevents these customer service fiascos down the line.

My big issue is not having to replace the battery out-of-pocket, but rather the high-cost and short life expectancy of the batteries. My girlfriends Inspiron 6000 had a 9-cell battery that lasted nearly two years, and was still powering the computer for nearly an hour... now Dell is stating a 1 year average life expectancy... What gives?
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I had a similar experience with my dell laptop. My battery died before the warranty ended but iwas runnign off of AC power too mudh to notice until one week after the battery warranty was done. Funny, myu parents computer is 5 years old adn the battery still works great. Im not going to spend $200 for a 9 cell battery, that's ridiculous. It's because the only thing they can sell you at this point is a battery so why not jack the price.

Furthermore, my Inspiron 9400 is completely falling apart. I sent it in for repairs 2 times now and it has arrived just days later untested, even though it says they had, which can't be true casue it's sent out the same day they received it. I used to work in a computer business job and we would not send anything out unless it's been stress tested for minimum of 24 hours. What's the deal with getting credit or a new system cause im tired of this. First time I start up a 3D dependent program and it just dies again.
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My problem is similar. I have an E1505 as well and noticed recently that the ac adapter had frayed despite barely leaving my desk since I bought the laptop (from online research it looks like the Dell adapters are really cheap and often fall apart) and then the battery died right away. Dell said they'd replace the adapter and motherboard but not the battery because I had the system for 13 months. So they admit that the adapter went bad and could have damaged the motherboard but pretend that the sudden death of the battery was just a coincidence and not their problem because of the warranty. Their was a related problem with the touchpad but that is not relevant to the battery issue.

I have to say that I've bought three dell computers for myself, dozens for friends, family, and work (I'm the person they go to whenever a computer product needs to be purchased), and have recommended Dell to everyone I know that is in the market for a new computer but after this incident I'll no longer purchase any Dell product and will make sure that this change is known to those that come to me for advice and to make purchases of new equipment.

On a related note, their tech support and claims resolution is not helpful, some of them didn't seem to have a good grasp of English, and overall they seem entirely ignorant of problems that hundreds of people have reported to them online as can be plainly seen on the dell community forum and in reviews of the adapter on their website. Easily the worst tech support I've ever dealt with and reason enough to stop purchasing their products.
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Dell-Bill_B, Employee

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cannon,

If you want to email me your service tag and shipping address, I will look at your case and see if I can help. [private contact details removed]
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I've had this same problem too and it's very frustrating. I woudl like Dell to (1) improve its battery life (2) lengthen its battery warranty to 2 years, and (3) reduce the cost of replacement. This will improve customer satisfaction. For now, I am very disappointed.
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I am just experiencing the same problem with the E1505. My battery is 15 months old and I have been told that my 3 year hardware warranty does not cover this. Everytime I have called dell I have been told my 3 year extended covers everything but the thing I'm calling about warranty doesn't cover it. I was told by the sales rep that gladly took my money that this covered EVERYTHING for 3 years. I will never buy another Dell and after all the trouble and customer no-service my next letter will be to the attorney general for the state that I live in.
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I had issue with the battery in my 1505 too. It was just over a year old when I had the GPU burn through the motherboard and fry the motherboard. Prior to that I'd never had any indications of the battery being bad. Less than two weeks after the motherboard went out, I noticed the battery was messed up. It shows it holds a full charge at 100%. All of the lights come on on the battery itself but it only lasts 10-15 minutes.

I like some of you found out the batteries are only covered one year. So mine was 48 days out of warranty when I chatted with Dell about the issue.

I know one thing, when I have a new laptop in the future.. 350 days into that first year, I'm going to really analyze that battery.
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I am having the exact same issue. I purchased my insp 1520 in Sept 2007 and just received the same battery replace error. Coincidence or defective manufacturing? I was told the same crap about the battery only being warrantied for one year, which would have been less that a week ago. I was not told this when I purchased the extended warranty either.

In fact, if the warranty started from the time I received the system and began using it, instead of the invoice date.... It would still be covered, as there were MAJOR delays in getting my system shipped last year. Not to mention, I very rarely use my laptop on battery power, it should not be worn out all ready. I'm highly dissappointing in DELL, their service and their products.
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I just started experiencing the same issue, less than a month after this apparent one year warranty ran up! My battery from my Dell Inspiron 1520 fell to 0%, and it now will not charge. I even purchased the extended 3-year warranty, assuming all parts would be included (common sense to me). I rarely EVER use the battery for my 1520. I have only used the battery for about 4-5 car trips and occasionally at home when the charger becomes accidentally unplugged (which I then plug back in when I realize). I cannot even recall the last time the life went down to 0%, and now this time, one of the only occurrences where the battery has gone this low- it won't charge at all now? If the one year warranty is true, this is, to me, unacceptable. I have had this laptop for about 13 and a half months, and the battery, which I have rarely used, now appears completely dead. While a battery may be considered a consumable product, perhaps the product should do it's job more than a handful of times before malfunctioning!
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Same problem, battery on 1520 has died, where is best deal on a new one presumably not Dell ??
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I've found many, many formerly loyal Dell customers online currently dealing with this "AC adaptor/battery not charging" 'design flaw' in Dell laptops. I finally found the answer I'd suspected all along:

The cause is a faulty adapter 'design flaw' Dell should take responsibility for!!!!!!!!!!

When Dell knew of the problem they should have notified all customers and offered a recall or at least a permanent solution. But it seems to me instead, Dell just sits on a large stock of those faulty adapters and is handing them out to anyone within warranty. When your laptop warranty runs out you're forced to by the correct (90W or higher) sold by 'Dell'. And that's only if you catch the problem before it fries your motherboard.

Here's why the AC Adapters / Motherboards for a range of DELL Laptops keep dying on so many good customers:

The design of the hardware circuitry for identification of the DELL AC Adapter is seriously flawed. The root cause is the use of an UNSHIELDED cable between the controller chip on the Mother board and the ID chip pin in the AC adapter.

This unshielded lead acts as an ANTENNA and easily picks up electromagnetic pollution going straight to the chip circuitry. The hardware circuitry is not hardened to deal with electromagnetic fields.

Consequently this energy is dissipated in the chips on each end of the lead ruining either one chip or both chips if the electromagnetic spike was powerful enough.

So use warranty to the max, this is a serious design fault. If outside warranty consider using a shielded lead or try to stay away from strong electromagnetic fields / switching.

I honestly believe Dell was fully aware of the problem when they sent me a faulty adapter for the $998.00 laptop I purchased. But Dell will lose in the end as my family will no longer buy from them.

Here's the full story of the Dell Antenna that many customers are slowly becoming aware of:

http://www.laptop-junction.com/toast/...
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dell is conning us out of our money!
i am outraged at the poor quality of my computer! they sent me a free replacement for my first one and this is 2nd one. the case of the laptop is always falling apart even though i take good care of it, my battery randomly decided not to be recognized by my computer. they conned my 75 year old father into believing that the battery was covered under the external warranty when he bought the computer for me!!
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Same issue. A dell only customer for 15 years until today when I called customer support and wasted the better part of my afternoon on this silly issue. Dell just lost another customer. I wonder if they understand how many people will never buy from them again once they have this experience. Will go to the apple store tomorrow where they have a superior product, people and service.
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I have it even worse. When I was sold my extended warranty I was told it covered the battery on my XPS M140. Well conveniently, the tapes of that conversation are not available and low and behold, they will not replace my battery.

Honestly, my two and a half year old laptop has been nothing but problems. I have had the mother board replaced, the battery die, the keybopard replaced, the mouse pad replaced, the batter charger replaced, and now, just yesterday, they have to replace my ram chip.

I will never buy a Dell again. My next computer will be an apple with the apple extended warranty. They replace/repair with no questions, and no talking to India for 45 minutes.
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I have this problem too. I will NEVER, EVER buy another thing from Dell. FIrst of all, a laptop battery should last more than two years especially if you usually use the AC adapter, like I do! My son has an Acer laptop that is 2 months older than my Dell and was half the price and his battery is just fine! I absolutely refused to buy a battery from Dell, so I found an equivalent on eBay for a third of what Dell charges for their highway robbery replacement battery and it's working just fine.
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I too purchased an extended warranty on my Vostro 1550 and have been told that the battery is not covered. As several others stated, nowhere does it explicitly say that batterys are excluded under the Extended warranty. I am considered a class action lawsuit against Dell. Please email me if anyone would like to enjoin in this process. Several friends are consumer litigation attorneys.
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not possible to email you feyest, but a class action is probably the only thing that will get Dell's attention. From what I read on the internet, it seems it is the only thing that gets their attention.
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I have been looking for a opportunity to enjoin in a suit or file one. I am working on some things now, but there is a petition out there which anyone can sign regarding the issue with Dell.

Here's the link to sign

http://www.petitiononline.com/mod_per...
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feyest, enjoin a suit would mean to stop one. Just a technicality :) But I agree, we should have a class action suit against dell.
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The_Namek

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Sorry to be the bearer of bad news but if you read the Limited Hardware Warranties and Return Policy it clearly states "Portable computer batteries carry the lesser of either a 1-year limited hardware warranty or the length of the limited hardware warranty for the Dell computer with which the battery is shipped" under the How long does this limited hardware warranty last? section. This appears to effectively invalidate all the claims that there is no express exclusion clause in the extended warranty since an extended warranty kicks in after the limited hardware warranty has expired and will obviously be longer than 1 year. The phrasing seems legally solid.
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The Namek, what you fail to realize is that no one has the limited warranty in front of them when they purchase the computer. No where on Dell's website when you purchase the extended warranty does it state that it does not include the battery. What you are saying is technically true, but it is intellectually dishonest to claim that people should be aware of a warranty that they do not have access to, nor are they alerted to the existence of, prior to a problem arising. I am glad your a company hack who toes the company line. But what you are not understanding, and what Dell is not understanding, selling an inferior product and then hiding behind an inferior warranty is not a recipe for repeat business. It is penny wise and pound foolish. And, it is possible consumer fraud. Hiding the truth is just as bad as lying about it!
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The_Namek

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Legalbgl, actually I don't fail to realize that nobody has the limited warranty in front of them when they purchase the computer. That doesn't mean they can't find it just like I did. People should properly research items they plan to buy (especially expensive ones) so they're aware of any caveats instead of relying on what salespeople -- who are out to get your money above all else -- say at the time of purchase. The page I included a link to in my previous post is very clear about the terms under which portable computer batteries are warranted. Intellectually dishonest or not, that's the battery warranty policy & nowhere in it does it state the battery is covered under the extended warranty. Frankly your attempt at insulting me by claiming I'm a company hack who toes the company line is unwarranted & juvenile. I don't work for Dell and am in no way affiliated with the company. FYI, Dell isn't the only computer manufacturer with a battery policy like this. How do I know? Because I'm a self-employed certified technician who has worked on probably every brand you're familiar with. I understand you may be frustrated about this issue but don't come at me with attitude. I'll give it right back to you. Are we clear?
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Nemek, you want attitude, you haven't seen attitude. I save attitude for my letters to Michael Dell, telling him about his crappy policies and poor customer service. The reason I even bothered to respond to your non-informative post was that of course we all now know the policy, we all have it printed off the computer now. Its been read to us and e-mailed to us. Its linked about a dozen times in this thread. But thats not the point! The point Namek, if you bothered to read the thread, is that when you purchase your computer, this policy is not pointed out to you. And no, a customer should not have to sit there and search through a company's website to look to see if a certain part of an overall unit is covered. When you bought your car did you search the warranty to see if your main valve cover gasket seal is covered? Come on! And lets see what the webpage actually says:

"What is not covered by this limited hardware warranty?

This limited hardware warranty does not cover:

Software, including the operating system and software added to the Dell-branded hardware products through our factory-integration system, third-party software, or the reloading of software
Non-Dell branded and Solution Provider Direct products and accessories
Problems that result from:
External causes such as accident, abuse, misuse, or problems with electrical power
Servicing not authorized by Dell
Usage that is not in accordance with product instructions
Failure to follow the product instructions or failure to perform preventive maintenance
Problems caused by using accessories, parts, or components not supplied by Dell
Products with missing or altered Service Tags or serial numbers
Products for which Dell has not received payment"

How long does this limited hardware warranty last?

This limited hardware warranty lasts for the time period indicated on your packing slip, invoice, or receipt except for the following Dell-branded hardware:

Portable computer batteries carry the lesser of either a 1-year limited hardware warranty or the length of the limited hardware warranty for the Dell computer with which the battery is shipped.
Your PERC5 or PERC 6 battery may provide up to 72 hours of controller cache memory backup power when new. Under the 1-year limited hardware warranty, we warrant that the battery will provide at least 24 hours of backup coverage during the 1-year limited hardware warranty period.
Projector lamps carry a 90-day limited hardware warranty.
Memory carries a lifetime limited hardware warranty.
The limited hardware warranty for monitors purchased independent of a system lasts for the time period indicated on your packing slip. Monitors purchased with a system are covered by the system limited hardware warranty.
PDAs, earphones, and remote inline controls carry a 1-year limited hardware warranty.
Other add-on hardware carries the longer of either a 1-year limited hardware warranty for new parts and a 90-day limited hardware warranty for reconditioned parts or, for both new and reconditioned parts, the remainder of the warranty for the Dell computer on which such parts are installed.

Come on, this "policy" is written to confuse the customer. Don't even try to defend it. Its indefensable.

And another thing, don't ever try to strong arm me with you will give me attitude back. Its going to take a much stronger arm than you can deliver to get me shivering. ARE WE CLEAR!
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The_Namek

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Legalbgl, if you want to play I can play. Nothing will be served in the end & you won't come out the victor though. I read the thread Legalbgl. This is far from being the first forum or bboard I've joined. The point is you're upset the Dell sales rep you purchased your computer from didn't tell you every single point & condition documented in the limited warranty or the company service contract agreements. You can sit there and say that a customer should not have to search through a company's website to look to see if a certain part of an overall unit is covered until you're blue in the face. The reality is a customer SHOULD research purchases they make. Fine print is there for a reason. Did it occur to you to ask the sales rep about any exceptions to coverage under the limited warranty? At the very least you could have spoken to someone in technical support since those agents deal with what's covered & isn't covered as far as service issues on a daily basis. When you bought your car did you arbitrarily decide to purchase one while passing by a dealership one day just because one looked pretty to you? I'd imagine not.

As for what the web page "actually" says, none of the rest of text you pasted here has to do with portable batteries, which is why I didn't include all of it. I thought that would have been obvious. There's nothing confusing about the portion that deals specifically with portable battery coverage. At least not to me.

Don't ever try to tell me what to do or what not to. You don't know me nor do you intimidate me in the slightest so take your unimpressive posturing somewhere else. CLEAR?!
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Namek, if you read the thread you would have realized that Del reps have actually said the battery is covered by the extended warranty. Hence, the fraud involved. Also, when asked to produce the recordings of those conversations, they are missing. Sounds like fraud to me.

Lastly, I will tell you what or what not to do. From the sounds of the post and your picture on your website, most people tell you what to do and what not to do. Now, like a good lemming, walk off the Dell cliff and go rot. Clear? Your answer better be Crystal!
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The_Namek

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Legalbgl, if YOU read the thread you would have realized that Bill_B hasn't ever said the battery is covered by the extended warranty. The first link he posted in this thread says the same thing as the limited hardware warranty, which is that Dell portable computer batteries carry the lesser of either a 1-year limited warranty or the length of the limited warranty for the Dell computer with which the battery is shipped. Despite what nikesmom says she was told by Dell sales -- who incidentally I already mentioned are out to get people to buy computers rather than know all the intricacies of warranty details -- this battery warranty has been in place since before you bought your XPS and before she bought her E1505. I'm not saying Dell sales agents shouldn't know more about what really is & isn't covered by the limited warranty, only that they don't and in order to avoid being blindsided in the future it's a good idea to talk to someone in tech support (be it Dell or any other computer manufacturer) since they're well versed in warranty coverage.

You're merely arguing for the sake of arguing at this point and being nonsensical at that. You will NOT tell me what or what not to do. The only people who tell me what they want done and have it given any of my attention are paying customers. Now, as my buddy Paul would say, bugger off. Clear?
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"I have it even worse. When I was sold my extended warranty I was told it covered the battery on my XPS M140. Well conveniently, the tapes of that conversation are not available and low and behold, they will not replace my battery."

Also, go throught the petition above and you will see other instances where this occured.

From your attitude, I suspect you have few paying customers, or at least few repeat customers. So no, I am not clear! And I doubt you could ever get me to be clear!
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The_Namek

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I already saw that statement when I read your first comment here several weeks ago. You must be under the mistaken impression that because I commented here yesterday that was the first time I looked at this thread. I don't need to go through the petition posts to know that sales agents tell people things like this. In some cases I'm sure it's because they're deliberately saying anything in order to close the sale and in others it's because they truly don't know. You can't say with certainty that it's the former 100% of the time.

You suspect wrong. I don't have an attitude unless someone gets one with me when presented with facts in an impartial manner. This is what you did when you made the "company hack" crack. You can try to deny it all you like but that's the truth. If what I'm stating isn't clear to you it's only because you're being willfully obstinate.
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anneee

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I'm just as frustrated as the majority of you seem to be. I understand the limited warranty on the batteries, and personally don't care to get worked up and frustrated about it - that really doesn't serve me at the moment. At the moment I am a student without a battery for my M140. Is it just me or is everyone noticing a trend here...the battery problems start almost EXACTLY a year after you make your purchase - JUST after the warranty expires. Its as if Dell has pre-planned the battery life out right on time, after the warranty is expired. Its almost like they do it on purpose. Make you think you're covered, and then immediately after your not, they get you.

Well anyway, here is my question: If I have normal, regular use on my laptop, use the adapter as much as possible, set my computer setting for optimal battery life etc, how long should it stay charged for - AND - when am I going to need to replace the next one I buy?

As I said, I'm a college student right now, no job or extra income and no parents helping me out. So what am I supposed to do? Buy a new battery for every year I'm in college? What if I decide to go to grad school? As of right now my battery lasts an average of about 10 minutes "fully charged". Is there not a (cheaper) way to refurbish the battery instead of having to buy a whole new one? I know this isn't quite the same, but when my cell phone battery lost its life I took it into the customer service store and they "reset" it for me. It was back to 'like new' performance. I think it would be great if Dell could find a way to do that with their laptop batteries. I'm sure it would make many frustrated customers very happy.

Oh, and for the record, I'm tired of talking to another country when I call customer service. I had a guy who had no idea what I was trying to say, and I had no idea what he was saying. After a while I started speaking another language to him and he was going on like he knew what I was saying, five minutes later he finally said, "I'm sorry, I do not understand you." The customer service is BS....more of a headache than its worth.