A quick story on warranties

This happened to me a couple of years ago, but nothing much seems to have changed so I thought I’d share the story.

I purchased a rack mount server (one of the skinny ugly computers) from Dell as well as some software and assorted other bits and pieces. The very nice man in India helped me configure the server (how much disk space did I want, what operating system, etc), as that’s not my forte. I told him what I wanted, and he told me what pieces I needed. I purchased. It wasn’t a big purchase, but it wasn’t a small one either. I didn’t get change from $10k.

The computer had to be built in Malaysia I believe. Part of that whole Just in Time solution.

After I got hold of it, I attempted installing the Windows server software they also supplied with the computer, but it just didn’t work.

Bugger. After a week of messing about (how hard is it to install Windows?) I eventually gave up and got a consultant in. Over the course of a couple of days, the consultant spent around $1,000 of my money with no joy either.

I then went back to Dell, who informed me that model computer wouldn’t run that version of Windows, despite the fact they had configured it. I was told that the consultant wasn’t available as he was on leave.

Just as well that I had purchased it with a Next Business Day Response warrantee, I thought.

But here’s what “Next Business Day Response” actually means.

The next day after speaking to Dell, they put in an order for new packaging which was built (in Malaysia!) and duly shipped to me. A delay of just over a week. I, of course, had kept the old packaging for a week just in case their product failed.

I put the dud computer in the packaging and returned it immediately.

One week later they received the computer.

The next day, they put in the order for a new computer to be manufactured (they wouldn’t do this until they had received their mistake back as apparently customers can’t be trusted).

Three weeks later I received the new computer, which worked straight away.

My new shiny computer actually took eight weeks to acquire and $1,000 in wasted consultant fees.

The three lessons I learnt from this were:

1. “Experts” using a system to deliver advice, are not necessarily experts.
2. Keep packaging until the computer is actually doing the job you bought it for.
3. Actually have a think about what words in the warrantee mean, and what support you actually need.

In this case the problem was Dell, but I must admit I’ve also had unpleasant experience with most of the major vendors.

To read more Brendan Lewis blogs, click here.

Brendan Lewis is a serial technology entrepreneur having founded: Ideas Lighting, Carradale Media, Edion, Verve IT, The Churchill Club, Flinders Pacific and L2i Technology Advisory. He has set up businesses for others in Romania, Indonesia and Vietnam. Qualified in IT and Accounting, he has also spent time running an Advertising agency and as a Cavalry Officer with the Australian Army Reserve.