Troubleshooter: Computer warranty frustration

Sadie Abdullah

May 27, 2011 7:51:09 PM PDT
Sadie Abdullah relies on her computer everyday but recently it caused her problems.

"One day I turned it on and it was working and the screen just went blank," she said.

Since her computer was still under warranty, she called Dell. Abdullah says the representative was more concerned with trying to get her to extend her warranty.

"She continued talking about the warranty, and I said, 'No, I want my computer fixed. Then we'll talk about a warranty.' So she transferred me to IT," Abdullah explained.

Despite having a warranty, the representative told her she needed to pay more money to get her computer fixed.

"He [IT representative] was persuaded to tell me that I needed to pay $139 to get my computer restored," she added. "I had a warranty, but he said I had to have software."

Abdullah paid the $139 for software, but she says it still didn't fix her problem so she continued to work with a Dell representative.

"It was very frustrating as you're on the phone with them for two to three hours at a time," she said." Then he came back and said I need to pay another $139, and I said, "I am not paying another $139. I already paid one.'"

Her next step was to write Dell.

"I wrote this long letter about what happened, and I never heard from them," she explained. "So, here I have a computer with nothing on it. That's when I decided to write you."

Troubleshooter Diane Wilson contacted Dell and the company reached out to Abdullah, which resulted in her getting a credit for the $139 software she bought.

"You are really doing your job," Abdullah told the Troubleshooter. "I appreciate everything you've done, I'm happy. I got my money back."

A Dell representative said Abdullah paid the $139 for her software problem, not for data recovery, which Dell does not offer. The representative went on to say that even though Dell fixed her software issue, the company regrets any miscommunication with the tech person and in the interest of customer service, Dell reimbursed her the $139.

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