Dell Service plans/Warranties Review

Overall 2.80 of 5 view all 5 reviews

sunny111111
Silver Spring, MD

Get the warranty: you're going to need it

tech newbie, pc-user

Pros

Saves you money, Fixes done by the dealer, Free shipping

Cons

Shouldn't need it in the first place, Expensive, Time-consuming, Don't always fix problem the first time, Slow customer service

AUG

2007

For anyone who hasn't built a computer themselves from scratch, you need to get a Dell warranty with any Dell purchase. I have mixed feelings about the service. The overriding concern is that a product should be sold that is problem free not to need a warranty. However, every Dell I've owned (5 so far, 3 desktops and 2 laptops) have needed service and everyone I know who's had a Dell has had similar problems requiring service. Therefore, even though the service plans are expensive, they are not optional.

It is a struggle to get any part repaired or replaced. Though I am not a tech geek, I've used computers since I was a little kid. So I know when I make a call to customer service, it will end up that I have to ship the computer to them. However, there is no prevision for this in the call center scheme that they use.The phone service people do not seem to have technical skills; they only read what is on their computer screen. Therefore, you cannot just get on the phone and tell them what is wrong with your computer and send it in. They have to diagnose it.

Be prepared to spend at least 3 hours on the phone with someone going through all of the diagnostics with you (and doing the same tests several times). Always attempt to find a resolution to the problem on your first call as it is nearly impossible to resume at the place you left off on the last call. They insist on going through the same procedures, even if you tell them you've already done it.

On my first desktop, they sent a repair person to install a new motherboard. However, I still needed to go through 3 calls, all over an hour and a half each, to get someone sent over. Since I feel the biggest hassle is the call and not shipping the laptop, I don't think it was worth the extra money to get on-site service. The repair person was probably faster than shipping it in (I was able to schedule an appointment that same week), but not by much. Also, the first time he came, he had the wrong motherboard and so we had to schedule a second appointment.

On two separate occasions, our laptop has not been fixed the first time it was sent in. This is incredibly frustrating because when we called to say that the problem had not been fixed at all, they made us go through the same diagnostics a second time before letting us return it to them a second time to get it fixed.

All in all, the warranty is a time-consuming, frustrating and expensive purchase. However, I and all of my friends have needed it. It is an evil, but unfortunately a necessary one.