apoppin
Lifer
Agreed.Originally posted by: KK
Originally posted by: Kjazlaw
apoppin: so is it to be assumed that there is no diagnosis fee because it's not "meticulously spelled out?"
It wasn't even slightly spelled out. Therefore no diagnosis fee, just as there isn't a fee for unpackaging the PC or fee for using a screwdriver or even on for wiping the tech ass with toilet paper.
KK
At this point - because of Dell's failure AND what amounts to 'kidnapping' (holding property for 'ransom') and treating a customer so badly - I'd say their best course would be just to repair the notebook as though 'under warranty'. This 'gesture' wouldn't really cost them and would generate good PR where there is currently much negative Dell publicity.
Then Dell needs to rethink their CSR and Tech Support policies and streamline (or even create) their "problem-solving" department.
Until then, I will not recommend Dell.
If I drop off my new car at the dealer (or ANY repair shop), they tell me what is covered by warranty or not. And before proceeding with any diagnosis, I am always informed if there is a fee or not.
When you go into CompUSA or Best Buy for repair, there is a BIG sign detailing repair pricing and you know if your product is covered or not when their CSR takes your product. (and) If it is (later found to be) not covered, you will get a call before any work (or diagnosis) is started so you have an OPTION to proceed - or not.
In this Case, Dell is clearly wrong.