Ongoing problem with Service Tag & Warranty**In June ****, I purchased a Dell computer...

GetHuman-mitchlem's Warranty Claim issue with Dell - Tech Support from September 2019

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Ongoing problem with Service Tag & Warranty**In June ****, I purchased a Dell computer monitor from B&H photo in New York, NY. When I went to Dell's site to register the warranty, I received an error message saying Dell does not recognize the Service Tag or Serial number of the product. * *I called Dell customer support where I spent over an hour while Dell's service rep called B&H customer service to try to resolve the problem. Dell then handed the issue off to B&H who they said would handle the situation moving forward. * *Upon request, I emailed B&H pictures of the Service Tag and Serial Number from both the back of the monitor and on the box. B&H then told me the situation would be resolved within two days, and I would be able to register the warranty.* *About * weeks went by with no resolution. Each time I emailed B&H customer service to enquire about status, they said they're still working with Dell to figure it out. Finally, early this week, I was emailed a pre-paid postage label and PDF from B&H saying:* **"We are sorry that you are dissatisfied with your order. Please print out and include this form together with the item that you are returning. This will allow us to process the return according to your wishes."** *I was NOT dissatisfied with my order. And I never stated I wanted to return the product. The monitor works fine. I just want to REGISTER THE WARRANTY.* *There's no reason I should have to take the time and make the effort to repackage a bulky monitor, haul it to UPS, and then be without a monitor because neither Dell nor B&H can figure out how to honor the warranty.* *Furthermore, B&H has made no guarantee that if I do exchange the monitor for the same model, that the new monitor won't have the same exact issue of inability to register the warranty. Nor have they told me if this is an isolated incident or a systemic problem with Dell's warranty process.* *In any event, I am beyond frustrated with both Dell and B&H. B&H ultimately claimed this is a problem on Dell's part and there's nothing more they can do. **So on July **, **** I emailed back the Dell service rep *(*****@***.com ******@***.com)*with the correspondence from B&H Photo, to try to resolve the problem. She never acknowledged my email or got back to me.**Since I never got a response to the above email, I called Dell Support Dept again on Aug **.**I explained to a different customer service rep yet again, what the problem was with the inability to register the warranty online. **After being on the phone and on hold with her for over an hour, she told me that due to an error by either Dell or the retailer, the monitor had an “untagged service number” and couldn’t be registered for warranty online.**She said she would email me with a summary of our call, stating the problem with the untagged service number, and that if I had a problem with the monitor and had to present the warranty, to just produce the email she was going to send.**I asked her to give me her name and email address in case there was a continuing problem, as I did not want to yet again, have to explain the situation to an all new customer service rep.**She would not give me either her name or email address after I requested them several times, and said just show the email in the event of a problem. It seemed like she did not want to deal with this situation any longer or in the future. I asked to speak to her manager, at which time she either stopped talking or disconnected our call.**As of Sept *, ****, I still have not received the email that she promised to send me, and my Dell monitor still is not under warranty.**This has been a horrible and frustrating customer experience. I am at my wits end. Can you please help me resolve this problem?**Thank You,

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Dell - Tech Support

Warranty Claim issue
Reported by GetHuman-mitchlem
Sep 4th, 2019 - 2 years ago
Not resolved
Seen by 6 customers so far
Similar issue to 2625 others
0 customers following this
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Email address on the account
Machine serial Number
Machine product number

Timeline

GetHuman-mitchlem started working on this issue
Sep 4th, 2019 4:51pm
GetHuman-mitchlem shared this issue with others over email
Sep 4th, 2019 8:12pm
GetHuman-mitchlem indicated the issue is not fixed yet.
Sep 5th, 2019 2:13pm

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