*BEWARE: Dell Is No Longer Honoring Next Business On Site Warranty

I have owned multiple laptops with dell (XPS and Studio). They have been great and have fixed my hardware problems without fuss. My studio laptop had bad boot sectors on its hard drive so I called into technical support. So, long story short they agreed to send a new hard drive. But to my amazement the tech rep said I would have to install the hard drive on my own when in reality I have payed for an onsite next business day warranty. I told her I was not capable of doing such a thing and in fact I payed for a warranty but she insisted and said go READ YOUR CONTRACT YOU SIGNED "the hard drive is an easy to replace part" you can do it on your own. I asked for a manager (the rep said the manager would also agree with her?!?!) so I was put through to a supervisor "Jessie-530846" after 15min of waiting who did not budge either and was extremely rude as well. He said he would email me pictures and that I could follow them. I said no thanks called customer support and what did they do? They gave me the run around (said the situation would be escalated -lies) and put me through to the same agent who refused to honor the next business day warranty. Now I am the phone again "requesting special permission" to have a on site tech come and replace the hard drive. What should be done about this? Why should I have to request special permission for an agreement I payed for? Should it really take over 4 hours to get approval to replace a faulty hard drive? Why is Dell not honoring their warranty and trying to "shaft" paying customers?

 

An agent approved the onsite visit. The original agent Christian Angela "Chris" ID: 250971 called my house at 11pm at night to cancel my dispatch because she has it out for me. "Claiming proper procedure must be done" when a special request was made and cleared for me to have on site support. This is beyond harassment and I cant believe a employee would act this vile towards an customer.

 

I think you got issues. a hard drive replacement should be no deal for you since you owned many laptops. surely you have not stuck with one drive per laptop and never been tempted to upgrade? your just making an issue out of nothing really. if you are happy to get someone to drop a hard drive to your door and then install it all up for you. then I have no doubt im my mind you have made recovery discs after which you just use and you're good to go. Why be so pedantic? you waste over 4 hours of your life for that? and then come and tell everyone about it. if you just done it you would of done it in an hour. I think when people are so used to doing something they should be doing themselves. they get too comfortable and then think what was a luxury should be a right. alternatively you could of sent your laptop in if you are really incapable. collect and return service. I bet if they offered that instead you would install the drive yourself. you was even given pictured instructions and that's not good enough cos you're far to pretentious for that. you want someone to do what they should never of been doing in the 1st place (unless you went to them which is fair)
If you are unhappy with this. get used to it because no other company I believe is going to do this....probably only macbooks.I dunno. but the price you pay id imagine you could get them to get the luxury you are after. then you could of had a pretty acceptable rant.

 

I work for Dell as a ProSupport technician and read your story. I was pretty ticked off that this lady would do that to you, so I tried to message her, however, if I search for her, there are no results found for Christian Angela, or Angela Christian.

I have my work pc at home, what is your service request number? I'll look it up now and see what the issue is. Some of these XPS laptops have the drives in inaccessible spots and are FRU parts.

 

and heres me hoping they will send a screen and motherboard for me to fit on my xps 9530 instead of a tech visit...