- Report: #1019768
Complaint Review: Warranty Logistics - Austin Texas
Reported By:
Laurie -
Nicholson, Georgia, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Warranty Logistics
9800 Metric Boulevard Austin, Texas, United States of America
Phone:
(877) 886-4857
Web:
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Warranty Logistics computer repair fraud Austin, Texas
I purchased a third party repair contract from Directv. I originally filed a claim in August of 2012, and sent my laptop in for repair of the power button and plastic around the screen. THe laptop in question is a dell studio 1558 that I originally paid around $1500 for in 2010.
It was returned to me in Sept of 2012. While the power button and plastic around the screen were fixed, the computer would not boot (never had that issue before) and the fan would not come on. I called the very next day, and after 3 HOURS of trying to explain what the problem was, I was told it was a "software conflict" and that the discs that came with my laptop were the "wrong discs" and that I would need to purchase new windows 7 discs from microsoft. I told them that was not acceptable to me and they asked me "well, what do you want us to do? Do you want to send it back to us?" Of course I want it fixed, so I send it back.
30 days later, it returns to me a second time, this time the "heat sink and fan" were replaced. In less than 3 months, the fan stops working again. SO I call again, and Im told its covered under the old claim, and to send it back. I send it back, and 2 weeks later, it again comes back more broken than when I sent it off. It was written on the claim that "animal hair and dust" had clogged the fan, interstingly enough I have never had an issue with any fan being "clogged" before. I tunred it on, and again it will not boot, and now half the screen is grey. The screen is not broken, its just grey. I have called again, and I am sending it back for a 4th time. I was told by warranty logistics that it would be "replaced at the value I paid for it" but now they are saying they are going to attempt to repair it yet again. I have been without my laptop for the last 4+ months, and they want to do NOTHING to fix or remedy the issue.
It was returned to me in Sept of 2012. While the power button and plastic around the screen were fixed, the computer would not boot (never had that issue before) and the fan would not come on. I called the very next day, and after 3 HOURS of trying to explain what the problem was, I was told it was a "software conflict" and that the discs that came with my laptop were the "wrong discs" and that I would need to purchase new windows 7 discs from microsoft. I told them that was not acceptable to me and they asked me "well, what do you want us to do? Do you want to send it back to us?" Of course I want it fixed, so I send it back.
30 days later, it returns to me a second time, this time the "heat sink and fan" were replaced. In less than 3 months, the fan stops working again. SO I call again, and Im told its covered under the old claim, and to send it back. I send it back, and 2 weeks later, it again comes back more broken than when I sent it off. It was written on the claim that "animal hair and dust" had clogged the fan, interstingly enough I have never had an issue with any fan being "clogged" before. I tunred it on, and again it will not boot, and now half the screen is grey. The screen is not broken, its just grey. I have called again, and I am sending it back for a 4th time. I was told by warranty logistics that it would be "replaced at the value I paid for it" but now they are saying they are going to attempt to repair it yet again. I have been without my laptop for the last 4+ months, and they want to do NOTHING to fix or remedy the issue.
2 Updates & Rebuttals
Laurie Bradford
Nicholson,Georgia,
United States of America
update!
#2Author of original report
Thu, March 14, 2013
After the laptop was sent back for the 4th time, I contacted Directv directly for a solution of the issues. We have done business with them for over 10 years, and have NEVER had any issues with their products. THey took charge, telling warranty logistics basically that if it couldnt be 100% fixed the same day it got there, it would be replaced. When they called me to give me some choices for a replacement laptop, I was a little wary, I had paid a lot of $$ for the original, and figured they would try to shaft me, and offer me a throwaway laptop. What they offered me was a brand new Dell XPS15, with better specs than what my studio had (and the power button isnt in the hinge!) that retails for around $1300, so I took that as a replacement. They got it to me in 2 days, and said that they are "reviewing" the contract with warranty logistics, since Im not the first complaint, and that any further repairs from me will not be going back to that company, but to another company that they use. While I never got anything resolved directly with warranty logistics (they continued to "attempt repairs" even after Directv told them to stop) Directv did ultimately step in and replace my laptop. I was told that my old hard drive would be shipped back to me (not sure what good it will be to me) and Im still waiting on that. DIrectv has also refunded my original cost to have the laptop repaired and given me all of the movie channels free for the forseeable future as some compensation (Im not complaining about that!) So bottom line is even though warranty logistics fell far short of my expectations, directv did fix my problems.
K
Dubuque,Iowa,
USA
Warranty Logistics Tech Support Supervisor Run Around.
#3Consumer Comment
Wed, March 13, 2013
I just wanted to let you know your not alone go to the BBB web site over 1000 complaints filed mine included.
I also filed a complaint with the Attorney General office, and Sams Club Corporate Being it was Sams who sold me the warranty.
This place has gone so far as to tell me they don't even have a open claim or my computer but I have a tracking # showing the received it and a e-mail that their waiting on a back ordered part.
Don't let them get away with not standing behind the warranty they sold you or their service center they chose to repair it.
If you do some more digging you will be like huh like I was to see if it's not a hard drive problem it's pet hair, dust, water damage, fan, or a software problem seems to be every answer from these people.
Whats the odds in that?
Oh and my laptop each time I received it back came back with new issues from repairs on things I never had a problem with prior to sending it in.
