![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
a question for the group
Hey, Dell users, a Dell-tech-support-hell question.
So on Tuesday, I noticed that my computer was running on battery power while I was sitting in class with it plugged in, despite the happy green light on the AC adapter and the firm seat of the plugs on both ends. Having bad flashbacks to my previous computer and its power source issues, I powered down and sat through the rest of class in a glum daze, only slightly lightened by the knowledge that this is why I bought a Dell with a three-year Complete Care warranty: so I wouldn't have to shell out cash for this stuff.
I determined, as I was packing up, that the EXPOSED WIRES on the AC adaptor (right next to the box part, on the computer side; there's a little, um, bendy part? and that's still there but the casing had come away under it, so that you could see the wires but they weren't really imminently coming into contact with anything else) were probably at fault. Headed home, where I was able to make the AC adaptor function by, um, jiggling it a bit and making sure it was on its side, and hit Dell Tech Support. The decision-tree informed me that exposed wires were, indeed, an issue for immediate technical support, and I promptly landed in instant chat with a Dell tech support person, who, once I had dredged up my phone number from a year and a half ago when I bought the computer, settled right down to not helping me at all.
{Dell 8:21:56 PM} Which end of the AC Adapter is the wires exposed.
{Dira 8:22:33 PM} Right next to the box, on the side that plugs into the computer.
{Dell 8:23:53 PM} Dira, the wires from the cord would not come out without any is usage, May I know how this happened.
{Dira 8:24:33 PM} Well, I've had the computer for over two years, and I carry it around a lot. I suppose the cord has had a lot of wear and tear.
{Dell 8:27:29 PM} Dira, we would like to inform you that the wear and tear is not covered under the system warranty, If there has been any functional damage then we could replace the part. In this case we cannot replace the power cord as it is not a functional fault.
{Dira 8:28:41 PM} I see.
{Dira 8:28:49 PM} How much would it cost to get a new power cord?
{Dell 8:29:35 PM} Dira, To replace the parts and find the cost details kindly contact the Out of Warranty Support #: 1-800-288-4410
in this number.
{Dira 8:30:28 PM} As far as I know, though, my computer is still under warranty. In fact, I bought Complete Care, which is supposed to cover this sort of thing, is it not?
{Dell 8:33:02 PM} This system is covered under warranty and you have a complete care warranty which covers the unintentional damages caused by the customer. This issue is due to wear and tear, the wires from the power cord do not come out unless it is intentional or due to wear and tear. Hence we cannot replace the part under warranty as per Dell policy.
{Dira 8:33:37 PM} How does "unintentional damage" differ from "wear and tear"? If this happened because I dropped it, would it be covered?
{Dira 8:35:02 PM} I only noticed the problem tonight, and it began rather abruptly, while I was in class; it's possible someone hit the power cord or etc. without my noticing it.
{Dell 8:36:50 PM} Dira, there is a research unit in the depot and under complete care the system would be taken to the depot to replace the part that is damaged, The technician would check if it is an unintentional or a intentional damage and only replace the parts under Complete care warranty if it is an unintentional damage. There is a separate unit working on the damage caused in the system.
So the upshot was that, for their own inscrutable reasons, Dell was not going to just hop to and send me a new power cord the way they ever so promptly sent me new rubber feet when those all fell off. I could either try for a second opinion from tech support or I could buy a new power cord. OTOH, the power cord was working, so I figured, eh, no rush.
Okay, until last night, when it kind of. Y'know. Threw off sparks.
I immediately powered down everything and unplugged everything and then just left it alone, as I was on my way to bed. This morning I got up and did homemade-type repairs, forcing the casing back down all the way over the wires and adding a little superglue to encourage it to stay in place, before cautiously plugging it back in. Everything was green, so I powered up my computer, which promptly reported it was running on battery power (which, mind you, it hadn't been even during the spark-throwing). I whacked the AC adaptor a couple of times, and as of now it is functioning happily and without bare wires, but I assume this is a temporary situation at best.
I figure I should probably give tech support another shot and see if I can persuade anyone that, yes, really, my power cord is "unintentionally damaged" and they need to send me a new one, pronto. Does anybody have any experience of Dell to suggest that this could actually happen? I have a sneaking suspicion they'll want me to send in the old power cord first, which would be v. v. bad and computer-depriving and really just Not An Option. And possibly not prove my point, now that I've "fixed" it.
If it's going to come to that, or if they are likely to just not replace it at all, I can buy a new one - they seem to run about $40 with shipping on eBay, or $50-60 with shipping from Dell, depending on how very very soon I want a new one. I'd lean toward going with eBay, both because it's cheaper and because I already paid Dell for this (hypothetically pointless) warranty, I don't really want to give them more money at that point.
People are also totally welcome to weigh in with the opinion that superglue should work fine! Forever! And I don't need to worry about this anymore. That would be cool.
So on Tuesday, I noticed that my computer was running on battery power while I was sitting in class with it plugged in, despite the happy green light on the AC adapter and the firm seat of the plugs on both ends. Having bad flashbacks to my previous computer and its power source issues, I powered down and sat through the rest of class in a glum daze, only slightly lightened by the knowledge that this is why I bought a Dell with a three-year Complete Care warranty: so I wouldn't have to shell out cash for this stuff.
I determined, as I was packing up, that the EXPOSED WIRES on the AC adaptor (right next to the box part, on the computer side; there's a little, um, bendy part? and that's still there but the casing had come away under it, so that you could see the wires but they weren't really imminently coming into contact with anything else) were probably at fault. Headed home, where I was able to make the AC adaptor function by, um, jiggling it a bit and making sure it was on its side, and hit Dell Tech Support. The decision-tree informed me that exposed wires were, indeed, an issue for immediate technical support, and I promptly landed in instant chat with a Dell tech support person, who, once I had dredged up my phone number from a year and a half ago when I bought the computer, settled right down to not helping me at all.
{Dell 8:21:56 PM} Which end of the AC Adapter is the wires exposed.
{Dira 8:22:33 PM} Right next to the box, on the side that plugs into the computer.
{Dell 8:23:53 PM} Dira, the wires from the cord would not come out without any is usage, May I know how this happened.
{Dira 8:24:33 PM} Well, I've had the computer for over two years, and I carry it around a lot. I suppose the cord has had a lot of wear and tear.
{Dell 8:27:29 PM} Dira, we would like to inform you that the wear and tear is not covered under the system warranty, If there has been any functional damage then we could replace the part. In this case we cannot replace the power cord as it is not a functional fault.
{Dira 8:28:41 PM} I see.
{Dira 8:28:49 PM} How much would it cost to get a new power cord?
{Dell 8:29:35 PM} Dira, To replace the parts and find the cost details kindly contact the Out of Warranty Support #: 1-800-288-4410
in this number.
{Dira 8:30:28 PM} As far as I know, though, my computer is still under warranty. In fact, I bought Complete Care, which is supposed to cover this sort of thing, is it not?
{Dell 8:33:02 PM} This system is covered under warranty and you have a complete care warranty which covers the unintentional damages caused by the customer. This issue is due to wear and tear, the wires from the power cord do not come out unless it is intentional or due to wear and tear. Hence we cannot replace the part under warranty as per Dell policy.
{Dira 8:33:37 PM} How does "unintentional damage" differ from "wear and tear"? If this happened because I dropped it, would it be covered?
{Dira 8:35:02 PM} I only noticed the problem tonight, and it began rather abruptly, while I was in class; it's possible someone hit the power cord or etc. without my noticing it.
{Dell 8:36:50 PM} Dira, there is a research unit in the depot and under complete care the system would be taken to the depot to replace the part that is damaged, The technician would check if it is an unintentional or a intentional damage and only replace the parts under Complete care warranty if it is an unintentional damage. There is a separate unit working on the damage caused in the system.
So the upshot was that, for their own inscrutable reasons, Dell was not going to just hop to and send me a new power cord the way they ever so promptly sent me new rubber feet when those all fell off. I could either try for a second opinion from tech support or I could buy a new power cord. OTOH, the power cord was working, so I figured, eh, no rush.
Okay, until last night, when it kind of. Y'know. Threw off sparks.
I immediately powered down everything and unplugged everything and then just left it alone, as I was on my way to bed. This morning I got up and did homemade-type repairs, forcing the casing back down all the way over the wires and adding a little superglue to encourage it to stay in place, before cautiously plugging it back in. Everything was green, so I powered up my computer, which promptly reported it was running on battery power (which, mind you, it hadn't been even during the spark-throwing). I whacked the AC adaptor a couple of times, and as of now it is functioning happily and without bare wires, but I assume this is a temporary situation at best.
I figure I should probably give tech support another shot and see if I can persuade anyone that, yes, really, my power cord is "unintentionally damaged" and they need to send me a new one, pronto. Does anybody have any experience of Dell to suggest that this could actually happen? I have a sneaking suspicion they'll want me to send in the old power cord first, which would be v. v. bad and computer-depriving and really just Not An Option. And possibly not prove my point, now that I've "fixed" it.
If it's going to come to that, or if they are likely to just not replace it at all, I can buy a new one - they seem to run about $40 with shipping on eBay, or $50-60 with shipping from Dell, depending on how very very soon I want a new one. I'd lean toward going with eBay, both because it's cheaper and because I already paid Dell for this (hypothetically pointless) warranty, I don't really want to give them more money at that point.
People are also totally welcome to weigh in with the opinion that superglue should work fine! Forever! And I don't need to worry about this anymore. That would be cool.