Hey guys,
I'm hoping someone here can help me out. I spilled liquid on my keyboard (17xr3) a few weeks ago and had to send the computer into dell for repairs. Unfortunately, they said that they were unable to fix my system, and I would have to get a refurbished replacement (I have the accidental damage warranty). When I saw the status checker from my email say that they were unable to fix my system, I called them. They said that they needed to check for a replacement system 3 times, and if they did not find one then I would get a new system built. It has been over a week since they told me they were doing the first "check," and different reps on different days have told me which check I was on. Today, I was told via twitter from @dellcares that since I had declined the system offered, they had to look for another one. At no point did anyone from dell/alienware EVER contact me (I always called them), and I was never offered a system. Is this some kind of scam to give them an extension so they don't have to give me a new system? Overall, I have been without my laptop for over 3 weeks, and it's very frustrating to say the least since I'll be going back to law school soon and will need that computer. Does anyone have a direct number for a helpful rep (ideally whose native language is English)? I'm tired of being told different things by different people, and I'm really starting to wonder why I paid all that extra for the extended accidental damage warranty if dell is just going to jerk me around when I end up having to use it. Thanks in advance for any help everyone!
I'm hoping someone here can help me out. I spilled liquid on my keyboard (17xr3) a few weeks ago and had to send the computer into dell for repairs. Unfortunately, they said that they were unable to fix my system, and I would have to get a refurbished replacement (I have the accidental damage warranty). When I saw the status checker from my email say that they were unable to fix my system, I called them. They said that they needed to check for a replacement system 3 times, and if they did not find one then I would get a new system built. It has been over a week since they told me they were doing the first "check," and different reps on different days have told me which check I was on. Today, I was told via twitter from @dellcares that since I had declined the system offered, they had to look for another one. At no point did anyone from dell/alienware EVER contact me (I always called them), and I was never offered a system. Is this some kind of scam to give them an extension so they don't have to give me a new system? Overall, I have been without my laptop for over 3 weeks, and it's very frustrating to say the least since I'll be going back to law school soon and will need that computer. Does anyone have a direct number for a helpful rep (ideally whose native language is English)? I'm tired of being told different things by different people, and I'm really starting to wonder why I paid all that extra for the extended accidental damage warranty if dell is just going to jerk me around when I end up having to use it. Thanks in advance for any help everyone!