Ron Schenone

Dell Won't Pay On Laptop Theft – Read The Fine Print – AMAZING!

Posted by on Feb 26, 2007 | 10 Comments

I recently wrote about Dell having to get back to basics and improving their customer support [see story here], when I read this story which proves my point.

Seems that this couple purchases a Dell XPS laptop for $3,000 and also gets Dell’s Complete Cover Guard in case the lappy gets stolen. So they are seated at a restaurant when two guys do a snatch and grab and make off with the system. And all of this is caught on a surveillance tape and the police confirm that the robbery is for real.

No problem. They have the insurance from Dell. NOT! Heh Dude, did you read the fine print? Seems that hidden within the protection is a clause that states there must be a violent confrontation between the lappy owner and the criminal before you can make a claim. Which means if the laptop were stolen from a motel room, a car, and so forth, you don’t get paid.

But this couple pursues the matter, trying to get Dell to pay up, only to be completely ignored by Dell customer service. Welcome to Dell Hell. Thus far they still can’t get a straight answer from Dell, even after providing documentation to support a righteous claim.

So it would seem, that if you buy the Dell insurance for theft, you best have a knee-cap blown off by the suspect holding a 12 gauge or you are SOL. :-)

This last line speaks for itelf:

“The appalling customer care is what I find most disturbing in all of this. Is Dell trying to rob itself of customers?” Seems so.

Full story here by Nathan Davis.

And think about this. Who do people keep running over a string a dozen times with their vacuum cleaner, then reach down, pick it up, examine it, then put it down to give the vacuum one more chance?

[tags]dell, theft, laptop,customer, service[/tags]

  • http://wp3.lockergnome.com/nexus/subwolf/ subwolf

    That is NUTS! Where will the silliness end.

  • http://fractalbeanstalk.blogspot.com/ Tim Hodkinson

    Offering theft insurance for laptops was a bad idea to start with. I briefly worked in an insurance agent’s office and he told me he was ripped off so many times by people claiming their motorcyle was stolen that he decided to stop insuring motorcycles. Then there’s the people who’ve had their cars stolen and claim they had all sorts of valuable stuff in the trunk (covered by their home insurance).

    I’ll bet Dell put that “violent confrontation” clause in there to avoid going bankrupt over fraudulent laptop thefts. Under these conditions the customer would be forced to file a police report instead of just a claim over the phone with Dell.

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hi Tim,

    Could be. But shouldn’t the terms be spelled out to the buyer? The person is spending $3K for a Dell system. Or is Dell only interested in making money by not paying off claims?

    It would be like buying a used car from Slimmy Jim’s used car lot. And Slimmy wants to sell you a ton of protections, clear coat, under coating, lifetime servicing, free air for your tires ……. all at a price of course. BUT we all expect that from used car dealers.

    I would expect Dell to be held to a higher standard if they wish to maintain a solid customer base.

    Ron

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hi subwolf,

    I wish I knew. I think stories like these really hurt Dell and their public image. They can install Linux on every computer they build forever, and it won’t change the publics perception.

    Customer service at Dell seems to be dying or maybe is already dead.

  • http://fractalbeanstalk.blogspot.com/ Tim Hodkinson

    You’re right, it’s definitely bad customer relations. Dell has sold their customers (and these are their more profitable ones, ie. $3K laptop!) a very deceptive warranty. Most people would think it covers theft “in general”, but actually, it only covers acts of theft involving violence, which are probably a fairly rare occurence. Lots of people would think “theft insurance” as part of a warranty was a good deal (and may have bought the warranty because of that), but in the end, the majority of laptop thefts (which occur when the owner is abstent) will not qualify. The customer get burned by the thief and Dell in the same day! It makes Dell look like a company you can’t trust, even if you’re someone who’s not interested in extended warranties

    Dell should leave theft out of their hardware warranties and let insurance companies handle it. Of course, there may be quite a few Dell employees out selling insurance in the near future…

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Heh Tim,

    Agree – sell computers, not insurance.

  • peter jackson

    I just had my Dell Precision m6300 stolen and there was violence involved. I have pics to prove that, but only had the accidental damage policy and wonder if this is the one you speak of. If so, how do I go about making a claim?

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    hello peter jackson,
    I’d give Dell a call and see what they say. Did you buy the theft insurance?

  • lee

    hi there!! i buy 1 pc from dell yesterday… so i just wanna ask u.. either dell can detect or not pc that are stolen from me.. if there any protection such as gps or any background program available?

  • http://wp3.lockergnome.com/nexus/blade/ Ron Schenone

    Hello Lee,
    I would give Dell a call and see what protection came with your computer.
    Regards, Ron