I purchased a printer that malfunctioned. The warranty I purchased with it was described on the sales page as: "If we can't resolve it over the phone, we'll gladly send you a replacement the very next business day." This statement was made without any indications of qualification. An image of the sales page is attached.
Below is a copy/paste of Dell's stance on the issue, wherein the Dell representative explains that they have a different meaning of "Next Business Day" than everyone else. He is referring to the policy posted here:
http://www.dell.com/downloads/global...t_10_15_10.pdf
In summary it states that: The replacement will only be shipped the next day if it was reported during business hours, and then only in most cases. This language leaves it open for Dell to shipping it even years later without them violating their obligations.
Dell's statement:
I have received your email.
With reference to the statement "If we can't resolve it over the phone, we'll gladly send you a replacement the very next business day", I have already explained to you what Dell means by Next Business Day in my previous emails. That is the standard operating procedure followed at Dell. I apologize for any inconvenience caused due that terminology.
In case you have any questions, please reply to this email without changing the subject of the email.
You may also email us at
customerresolution18@Dell.com and I request you to use this email address as a secondary option since direct reply on this email is a convenient way for us to address your concerns quickly. You can also leave us a voicemail at 1800-624-9896 Extension 4544097. Please make sure to include your Dell Service Request# or System Service Tag while leaving a voicemail.
Thank you for giving us the opportunity to assist you. We value you as a customer and your satisfaction is our highest priority.
Respectfully,
Bhaskar Sarma
Senior Support Resolver
Dell | Consumer Resolution Center
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