Dell Tells Customers They've "Won" the Right to Purchase $317 Warranty
August 15, 2012 5:35 PM
comment(s) - last by
Company takes shady Indian call support and battering the beleaguered customer to new levels
magazine has unearthed a rather large steaming mess of hustlery and hucksterism in a series of support calls to Dell, Inc. (
). Dell, the world's second largest computer retailer has been in midst of a big round of
layoffs and outsourcing
, as it has
"sluggish" profit growth
Mark Spoonauer, editor and chief of
being willing sucked into a nightmarish vortex of Dell support calls, which the company insists are unusual and a series of "misunderstandings". The calls began when inquiring about issues with a Dell laptop.
First the Dell representatives in India tried to pitch a $239 USD warranty "discounted" to $199 USD or a one-time payment of $129 USD to solve the firmware issue. Dell would later acknowledge that the issues should have been covered by the hardware warranty, blaming the sales attempt on a "misunderstanding".
On a second call Mr. Spoonauer inquired about using Dell DataSafe to back up his computer, at which point a second Dell rep in India informed him that software questions were not allowed under hardware warranty and customers without warranties could not ask questions. The service rep's manager "Raj" then again pitched the software warranty, bafflingly unveiling a second pitch -- that he could support those kinds of questions if the caller bought an affiliated hard drive at their local electronics store.
But the real kicker came in the third call when the service rep Sherma interjected in a discussion over poor battery life in a recently purchased device with an exciting announcement. Describes Mr. Spoonauer, "In a surprised tone, told us that we had won a daily drawing to purchase a four-year extended hardware warranty for our laptop for $317.
"You may already be a winner!" Dell tries its best Publishers Clearing House impression in
latest investigation [Image Source: Ticker Times]
When Sherma's excitement was met with caller apathy he went into panic mode, attempting a harder sell. Only three customers win the drawing a day, he informed. And the normal price was $512 USD.
Daily drawings are not a regular practice nor encouraged tactic in technical support and we have used your feedback to reinforce this with our teams. Their only priority is to resolve our customers’ issues.
As much as Apple, Inc. (
) is criticized for its
belligerent legal tactics
, customer support is one major perk of the computer makers' products. After all, Apple is one of the few companies to offer in-store support covered by warranty, and better yet to offer
U.S.-located tech support
. Dell, apparently opts for quite a different approach, though its products are, of course,
significantly cheaper than Apple's
This article is over a month old, voting and posting comments is disabled
8/16/2012 11:26:47 AM
My dell notebook with a 17 inch screen that is seven years old (I just use it to write on) has vertical lines appearing on it that won't go away. Every few days/weeks/months another one pops onto it. I've always theorized that part of it is the notebook powering on at will when in my bag, randomly, causing it to overheat. Even the dell support center software is designed to break it.
8/17/2012 1:34:38 PM
My 5 year old Dell Vostro 1700 is still working like new, after I cleaned all the dust from inside that was blocking exhaust, replaced HDD with 7200 RPM one, added two more gigs of RAM and replaced old Dell wireless with brand new Intel 6300 ultra-N, the wireless file transfer speed jumped up SIX TIMES!!! So I'm happy with my Dell after I gave it a second life. Nothing can beat the quality of Dell's online repair/service manuals BTW. This is for me one of the strongest arguments for purchasing Dell gear.
"We basically took a look at this situation and said, this is bullshit." -- Newegg Chief Legal Officer Lee Cheng's take on patent troll Soverain
Samsung Product Chief Takes Issue With Apple "Owning" the Rectangle
July 31, 2012, 1:03 PM
Dell's Fiscal 2013 Earnings Disappoint
May 23, 2012, 10:00 AM
Samsung Now Making Apple's Smartphone/Tablet Chips in Texas
December 16, 2011, 1:01 PM
Dell Lays Off 700 Workers, Dell.com Suddenly Filled with Numerous Price Mistakes
December 17, 2009, 6:15 AM
New Microsoft Ad: "Hi Mac, I'm a PC and I'm Cheaper Than You"
March 27, 2009, 10:20 AM
Google's Gleaming Glass HQ Gets Mountain View Snub, LinkedIn Gets the Love
May 7, 2015, 6:58 AM
Tech's Tax Day Fortunate Few: Qualcomm, Xerox, GE, et al. Pay Little or No Taxes
April 15, 2015, 11:30 AM
LinkNYC Terminals to Blanket New York City With Free WiFi, Free Calls, and Ads
November 17, 2014, 6:50 PM
Microsoft is Open-Sourcing Most of .NET, Adding OS X and Linux Support
November 12, 2014, 8:27 PM
Home Depot Lost 53 Million Emails, Blames Windows, Buys Execs New Macs
November 9, 2014, 5:00 PM
Former NSA Lawyer: If Google, Apple Encrypt User Data, They’ll Wither on the Vine Like Blackberry
November 6, 2014, 12:15 PM
Most Popular Articles
America's Largest Cable Company, Comcast, Sees Internet Subscriptions Pass TV
May 4, 2015, 2:46 PM
Can id Software's Doom Find Its Way Out of a 7+ Year Development Hell?
May 19, 2015, 7:38 PM
Oculus Rift Confirms "Pause" in OS X, Linux Development, Some Devs are Mad
May 18, 2015, 11:36 PM
Oculus Rift and Compatible Gaming Rig Will Likely Cost $1,000 or More
May 15, 2015, 3:50 PM
Seagate Senior Researcher: Heat Can Kill Data on Stored SSDs
May 13, 2015, 2:49 PM
Latest Blog Posts
Sceptre Airs 27", 120 Hz. 1080p Monitor/HDTV w/ 5 ms Response Time for $220
Dec 3, 2014, 10:32 PM
Costco Gives Employees Thanksgiving Off; Wal-Mart Leads "Black Thursday" Charge
Oct 29, 2014, 9:57 PM
"Bear Selfies" Fad Could Turn Deadly, Warn Nevada Wildlife Officials
Oct 28, 2014, 12:00 PM
The Surface Mini That Was Never Released Gets "Hands On" Treatment
Sep 26, 2014, 8:22 AM
ISIS Imposes Ban on Teaching Evolution in Iraq
Sep 17, 2014, 5:22 PM
More Blog Posts
Copyright 2015 DailyTech LLC. -
Terms, Conditions & Privacy Information