Dear Michael Dell

I heard from a very unhappy Dell customer last night. It's not exactly uncommon for me to hear from very unhappy Dell customers, but I found this case interesting because the customer copied me on a letter she sent to Michael Dell.

At issue is an Inspiron 9300 notebook that developed major problems just a few days after the warranty expired. Here's the letter:

Dear Mr. Dell:

About two years ago, I purchased an Inspiron 9300. At the time of purchase, I invested in a two-year warranty.

I have had no problems with my machine. In fact, I have enjoyed using it.  I am an IT Solutions Architect for AT&T and frequently work from home. Our work laptops are also from Dell, and I've had a good experience with your products - until now.

A few days after my warranty expired, my screen developed some ugly vertical lines that are visible when in the desktop mode and online. I have never dropped my machine. I don't travel with it; use my work laptop for that purpose. Naturally, I was surprised and troubled.

So I went to a local Dell repair service and showed my computer screen to them. They told me that there would be a charge because it was out of warranty. I could hardly believe it. I contacted Customer Service at Dell (Case #172854100). I received the same response from them and the case was considered closed (08/23/07). I was an unhappy customer.

Now the vertical line damage has inched across about 1/3 of my machine since August.  At first I was so mad that the company would not honor the warranty that I vowed never to buy another Dell. I was just going to wait until this machine crashed completely and purchase a new one from your competitors, but then something happened that changed my mind.

A dear friend of mind came to visit. It just so happens she is from Houston and her daughters attend your alma mater, Memorial High School, where I understand you are their most famous alumnus.

I showed her my computer and told her about my unhappy experience. She said, "What?  Just write Mr. Dell a letter, and he'll get someone to help you. He wants to keep his customers."

So, here I am. I thought I would try her advice. On December 10, I spoke to a Cristina, and she reopened a new case (18188127). I hope that you will be able to help me. It doesn't seem right that a machine develops a serious problem scarcely out of warranty and the company doesn't want to take care of its good customers. 

Thanks very much.  I look forward to hearing from you.

Sincerely, 

[Name, address, phone number and e-mail address supplied]

cc:   Don Tennant, Vice President/Editorial Director, Computerworld & InfoWorld

It will be interesting to see whether Michael Dell responds. In the meantime, what do you think? Clearly, Dell has no legal obligation to honor an expired warranty. But should a reputable company be expected to take care of a customer when serious problems develop just a few days after the expiration date? Does good business sense dictate that you demonstrate you really care by helping the customer out, or that you avoid setting a precedent that could backfire on you when a few days stretch into a few weeks or longer?