Re: Dell Won't Provide Warranty Support for Its Monitors To Anyone Except Original Buyer?

More than anything else, this sounds like a buy from an unethical reseller by
someone who did not ask enough questions before making the purchase.

I resell Dell gear, too, on occasion. When I do, I become the first point of
contact on hardware support problems, and I may have to eat the cost of a repair
of equipment still under warranty, just like any other brand I may sell. But
this buyer bought from an "online" reseller apparently no support personnel in
the neighborhood. Seems like the buyer was captivated by the price, a common
phenomenon these days, and failed to consider other factors.

The whole situation with Dell equipment under warranty has just gotten more
complicated with the Dell-Wal*Mart deal and its recent push (according to the
trade rags) to line up authorized resellers for its hardware. In short, it
will be just as messy as warranty policies for HPaq, eGate-machines, IBM-Lenovo,
all of which are sold through multiple sales channels.

Caveat emptor! But don't blame Dell unless dealing directly with them.

.... Ben Myers

On Wed, 30 May 2007 23:18:43 -0700, "Will" <westes-usc@xxxxxxxxxxxxxx> wrote:

We bought a few new-in-box 2407FP monitors recently, and one developed a
broken power switch. I was appalled to call Dell support and be told that
Dell doesn't have the capability to cross reference the original order from
the serial number of the unit, and only the original buyer can get support
by using his order number. Since we bought from an online reseller this
creates a giant hassle for us and for the reseller. Coming from a company
who simply creates new customer numbers for us every time we try to get a
typo corrected in data in an old customer number, I shouldn't be surprised.
But this policy sucks and I'm not going to purchase more of the Dell monitor
products for our company. Any manufacturer so incompetent that they cannot
trace their own serial numbers has problems that I don't want to deal with.
.

Relevant Pages