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    Dell Complete Care - Advice Needed

    Discussion in 'Dell' started by DFW Guy, Mar 14, 2009.

  1. DFW Guy

    DFW Guy Notebook Enthusiast

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    my business partner dropped her XPS 1330 and cosmetcially damaged the case and cover. we have Complete Care and Next Business Day coverage. phoned in the claim and Dell advised that NBD only applies to hardware failure due to Dell and not a dropped machine. they said it has to go to depot. i recall being advised differently when the coverage was purchased/upgraded. any advice/comments?
     
    DFW Guy, Mar 14, 2009
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  2. nizzy1115

    nizzy1115 Notebook Prophet

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    Cosmetic things are not ususally covered though they can make exceptions. Perhaps call back and speak with a different customer service representative.
     
    nizzy1115, Mar 14, 2009
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  3. DFW Guy

    DFW Guy Notebook Enthusiast

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    they agreed to remedy the damage, they just asked to return it to depot vs NDB. i paid extra for NBD.
     
    DFW Guy, Mar 14, 2009
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  4. nizzy1115

    nizzy1115 Notebook Prophet

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    It is likely because they can not advise a tech what might be wrong with it. Like it might have internal damage to the frame or something. I think they will probably replace the whole machine for you, but who knows.
     
    nizzy1115, Mar 14, 2009
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  5. Cin'

    Cin' Anathema

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    Call back, and ask to speak with a Resolutions Specialist..advise you paid extra for NBD..not Depot...and you expect what you paid for ~ nothing less.


    Cin ;) :)
     
    Cin', Mar 14, 2009
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  6. wearetheborg

    wearetheborg Notebook Virtuoso

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    They prolly would want to run diagnostics on the system as it has fallen, and diagnostics take time; maybe thats wahy they want it to depot ?
     
    wearetheborg, Mar 14, 2009
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  7. Cin'

    Cin' Anathema

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    Maybe, but they shouldn't if he's got NBD service. :(

    Cin ;) :)
     
    Cin', Mar 14, 2009
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