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Dell and Best Buy

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Latest post 10/26/2008 03:09 AM by brlfqq. 7 replies.
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Joined on 10/25/2008
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Dell and Best Buy

26 Oct 2008 03:09AM
I bought a Dell Inspiron 530 - 30 days ago today. Last night I put in a cd and discovered that my cd/dvd player was not working. I tried the usual stuff but no luck. I decide to call Dell for help for what I assume is a minor problem. The Dell guy answers on the first ring and I tell him my DVD is not working. He says that since I bought the computer from Best Buy, Dell will not help me with it. I let him know how much I appreciate this since I bought it on DELL's reputation and the manufacturer's warranty wording on the in store ads.

I then call Best Buy and they let me know (after my telling them only that my dvd quit working) that they can fix it right now "over the phone" for the sum of $79.99! I'm quite surprised that I'm asked for payment for an "over the phone" repair on a 30 day old computer. They politely let me know that I can take it to my local Best Buy store and they will gladly fix it when they get to it and it shouldn't cost a thing! I let them know (politely) that that was ridiculous.

I then called Dell back and let them know how much I appreciated their attitude about THEIR products and received the same story.

I went to Best Buy and talked to 3 different people who all were suprised to find out that Dell did not service the computers Best Buy sells. Two of them pointed out the in store ads that touted the manufacturer's warranty on Dell computers!

I then asked if this was true of all the computers Best Buy sells. (That warrenty service was to be exclusively by Best Buy.) They discussed it and went away for about 15 minutes and came back to tell me that they were pretty sure their other manufacturers serviced their own products and again pointed out the "manufacturer's warranty" wording in their in store ads.

Caveat Emptor!
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7 Replies:

South Jersey
Joined on 07/06/2001
Posts: 31,195
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Re: Dell and Best Buy

26 Oct 2008 11:51AM

Hi, brlfqq:

 

So what's the problem? If you post the model of the drive, I can check for a firmware update, if you haven't already done so.

Please post back and let me know if you need more help. If my suggestions have helped you solve your problem, you can click Accepted Solution next to my post to tell other forum users where they can find help. Feel free to send me a PM if you like, but I will post suggestions in the forum, not by private message.

Osprey

CD/DVD FAQ

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Joined on 10/25/2008
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Re: Dell and Best Buy

26 Oct 2008 03:46PM

Osprey,

Thanks for the reply. I fixed the problem. It was the Code 39 issue. It involved a couple of registry tweaks. When I finally figured out how to fix it, it only took a couple of minutes to remember how to navigate regedit. The main problem is that it turned out to be a relatively minor issue, a well known, very common problem that neither Dell nor Best Buy tech folks would take the time to either investigate or try to fix. The answer from Dell was a determined "It's not our problem", Best Buy's answer was "We know how to fix it but we won't tell you unless you pay us $80" (or Bring your computer in to the store and we'll fix it free.). Neither asked enough questions to have enough information to actually know what the problem was! 

 

Chris

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Texas
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Re: Dell and Best Buy

26 Oct 2008 06:15PM
brlfqq

For any Dell computers purchased at BestBuy, Dell is not responsible for either the warranty service or repairs, BestBuy is. :(

See here.

Bev.


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Please don't send me questions about your system by DCF Messenger.
Post the issue in the appropriate Board, where they will be answered.
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South Jersey
Joined on 07/06/2001
Posts: 31,195
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Re: Dell and Best Buy

26 Oct 2008 06:50PM

Hi, Chris:

 

Hey, glad everything is working! :)

Please post back and let me know if you need more help. If my suggestions have helped you solve your problem, you can click Accepted Solution next to my post to tell other forum users where they can find help. Feel free to send me a PM if you like, but I will post suggestions in the forum, not by private message.

Osprey

CD/DVD FAQ

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Joined on 10/25/2008
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Re: Dell and Best Buy

27 Oct 2008 02:24AM

shesagordie,

I understand that now. I wouldn't have bought the computer if I'd known it at the time! It was not made clear at the time of the sale. Best Buy's sales people didn't know that Dell didn't support the computers Best Buy sells! The page you referenced in your note states in part " You can also contact Dell for basic technical support."

 (Thanks for the link! I now have a bit of amunition when I need help again! Their own website states that they will provide "basic technical support"!)

When I contacted Dell, they absolutely refused to discuss the problem. They said that it was not their job.

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Texas
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Re: Dell and Best Buy

27 Oct 2008 03:30AM
brlfqq

You are not alone with this problem, see here.

Bev.


===================================================
Please don't send me questions about your system by DCF Messenger.
Post the issue in the appropriate Board, where they will be answered.
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Joined on 10/25/2008
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Re: Dell and Best Buy

27 Oct 2008 03:58AM

Bev,

Thanks for the link. I added to their discussion. It seems this is a long and well known issue. The link Bev provided leads to a discussion dated March 2008 on this very issue. A dell rep chimes in but has been silent for some months and did not respond to requests for clarification of the issue.

 

Chris

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