CB Computer Hardware Dell Dell xps 13 9310 covered by 4-year pro-support plus and extended battery warranty

Dell review: Dell xps 13 9310 covered by 4-year pro-support plus and extended battery warranty

Dr. Trevor Suter of Phnom Penh, KH

Dec 15, 2023 12:28 pm EST

Verified customer

Featured review

Service Tag: 3SF8R73

SERVICE REQUEST

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Created:

Oct 10, 2023 (66 days ago)

I have been a loyal dell laptop owner since the mid 90's and my last purchase was for a Dell XPS 13 9310, top spec, purchased from Dell USA. I also purchased 4 years of Pro Support Plus with extended Battery cover. At the time of making the purchase, I informed the Dell team that I would be working in Cambodia and needed to check I would be covered. I was assured, in writing, that I would. I still have this written confirmation as evidence.

Back in October, I informed Dell Service support that my battery was dying fast and they agreed it needed replacing. However, it is now 15 December, and although being in correspondence for many hours and being informed by certain Dell team members that this would be resolved, I am now told that nothing can be done for me here in Cambodia, and they have closed the case. They told me to to contact someone here to get my own repairs done. I have tried that but receive no replies.

This is totally unacceptable. I paid a lot of money for the cover I was told would be honoured here. Dell Service is non-existent and they have taken my money for the extended warranty and obviously have no intention of honouring the contract - even though it is a simple request to a local dell supplier to replace my battery.

I need to escalate this to the highest corporate level and hopefully the Dell Executive team will see where their customer service is seriously lacking.

I am also minded to post this on all social media sites warning others of Dell not honouring contracts.

I would request the contact email to write my complaint to Dell Head Office and demand some service.

Claimed loss: Dell will not honour any claims for my 4-year Pro-Support Plus with accidental damage and battery cover.

Desired outcome: Get what I paid for, and my laptop back in the good condition I need it to be.

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