Dell review: Warranty not supported

Ticket number: [protected]

Express Service Code: [protected]

I have had Dell computers for the last 20 years or so and have never heard of this.

My laptop decided not to turn on one day. I called customer support and we went through a gauntlet of troubleshooting steps including removing the memory sticks. Nothing we did resolved the issue so the unit was sent in for warranty service (had the unit less than 1 year).

Now we get word that we have to pay (parts and labor) for new memory sticks when, clearly, that is not the issue. In fact, we were told that if the memory does not solve the issue, we will get a refund for the parts BUT NOT THE LABOR!

What happens if the memory is not the issue? we eat the labor? Tech support has already ruled out the memory so what gives?

What about the warranty? Well, we were told, the memory is a third party item not covered under warranty. That is nuts! Those parts are in your product so you warranty them as well, you don't make the customer pay for that.

Ergo, if you want to keep a long time customer, make this situation right.