Computers & Networking

[AJ87]

OMG! - You have to be kidding, but that appears to be the case...

I figured it was the same warranty coverage as buying them from Sams Club/W-mart or Staples, where Dell honors their manufacturers warranty and still supports the unit. 

At this point, I would call Best Buy customer service (corporate level) and explain the situation.  They should be able to offer some other form of correcting the problem since Geek Squad doesn't seem to be able to fix it.  If not, I'd still contact Dell and let them know what you're going through with this system and see if they'll pressure Best Buy to correct the issue.  I wouldn't think that Dell would want bad service to be associated with their systems...

[AJ87]

Wait, I just got an answer from Dell's site:

Q: Is there a registration process for Dell products purchased at Best Buy
A: Yes. All instructions for product registration will be included in the box along with your Dell product. Registering your Dell product will help Dell to serve you more quickly, should you need technical support, available during the first year of ownership.

Q: Who can I contact if I need technical support?
A: Dell will provide all technical support during the first year. Dell technical support can be reached by calling 1-800-624-9896.

I would contact Dell at this point before doing anything else to the system.  Hopefully have Geek Squad work on the system didn't void your warranty....

[AJ87]

Sorry, this line got copped out because on embedded HTML on the last post...

Q: What kind of warranty is included on Dell products purchased through Best Buy?
A: All Dell products sold at Best Buy come with a 1-year limited warranty

[hockeycanuckjc Community Specialist]

thats technical support not repairs that GS provides.

[SmallBusiness]

Thanks everyone,  the Dell finally stayed functional long enough to get online remote tech support from Dell.  They worked on it for a little while before it Blue screened.  They are going to have a senior tech call me Monday. Hopefully we can get it fixed or get a new system.

[AJ87]

I'm so glad Dell is going to work on the problem.  IMHO - Best Buy never should have directed you to go to Dell in the first place.  It's a new system and it's under the manufacturer's warranty.  You should always contact the manufacturer first.  If an outside company works on it, it may void your warranty.  Plus it leaves the opening for finger pointing why the system isn't working. 

I would also suggest that if Dell's technician finds the problem to be something hardware related and they replace components.  I would either talk to the manager at the Best Buy store you took it to, or talk to Best Buy's Corporate Customer service.  I would seek some kind of refund for the work done on your system that it did not fix it.  I don't know what they'll do, but you might at least get a BB gift card for the problems you went through and all the time waiting to get your system fixed.   Now, I'm not trying to slam anyone, but given how many times you brought the system back and had the same issue, you should have been directed to the manufacturer earlier.

Best of luck to you!

[AJ87]

Ooops - Strike the word "never" in that second sentence, I meant they should have directed you to the manufacturer...

[SmallBusiness]

The Sr. tech called me today 2 hours before he was supposed to and left a message on my machine asking me to call if we have any further problems.  I turned the machine on and it is working.  Hopefully it continues to.  I'll let you know.