I purchased a Dell Inspiron 620 (desktop) on 2/19/12 from Staples. When I bought the computer I also purchased a 3 year extended warranty from Staples. On 2/16/13 I turned on my computer and received the message “Window Error Recovery. Windows failed to start…” The computer launched the startup repair, but the response came back that it could not fix the problem. Since I had a warranty with Staples, I automatically called them. But, the person I spoke with said since I was still within the 1 year warranty period I needed to call Dell to fix the problem; Staples would not cover the problem and at this point the problem was now a “pre-existing” problem from a Staples perspective. I called Dell customer support the morning of Sunday, 2/17/13. The tech support person (in India) walked me through several diagnostic steps and eventually had me try to restore my hard drive to the state it was in when I purchased the computer. Rather than stay on the phone for the pc restore, he told me a senior tech person would call me back in an hour to make sure my computer was working again. The senior tech called me back Sunday afternoon. The pc restore did not work and he said the problem was probably my hard drive and he would arrange to have a new one sent out. The call was disconnected in the middle of conversation, but I figured he could call me back if he needed any additional information. On Monday, 2/18/13, I called Dell customer support to give them my cell phone number for the repair person. The tech support person looked up my information and told me the hard drive had not been ordered yet because the senior tech needed to verify something with me, but he was currently on the phone. He assured me that the hard drive replacement would be free of charge since I was still within the 1 year warranty period. The senior tech, called me back later on 2/18/13 to verify my mailing address and said he would request a service call. On Friday, 2/22/13 I still had not received a new hard drive or received a call from a computer repair person, so went to Dell online and discovered my repair status as “cancelled.” I immediately replied to the last e-mail I received from Dell to question the status of the hard drive. I never received an e-mail back. So, on Saturday, 2/23/13, I called Dell support again to see why the on-line status on my account showed “cancelled.” I was sent to an “out-of-warranty” tech person (since the 1 year warranty expired on 2/20/13), but after pulling up my account information the tech person agreed that I needed to talk with someone in “in-warranty” support so he transferred the call. I got connected to another tech person but he said that since my warranty had expired a couple of days earlier he needed to transfer me back to “out-of-warranty” help. I explained to him that this was a follow up to a previously reported problem that had occurred beforethe 1 year warranty expired. He said he couldn’t help me, so I asked to speak with a supervisor. None of the supervisors were available so he said he would discuss the problem with a supervisor and call me back. I’ve never heard back from him or any Dell supervisor. My Inspiron hard drive crashed while it was still under the 1 year warranty period. I was told a new hard drive would be sent out but it never was. I am just asking that my hard drive be repaired as I was told it would be. Help!
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