Learn from my Experience - Evetech Shocking Support

A

abmoorhouse

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I thought to share my experience with you guys,

Still trying to wrap my head around how this is being handled by a so-called tech leader in SA.

This below is my back and forth with Evetch support. Please feel free to share your views.

Evetech - Support - Dell - Urgent Replacement
EVETECH - SHOCKING SUPPORT.jpg
 
Dont see an issue contact dell...

You wanted Dell to assist got their details and now its an issue?
 
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I've had a few Dells before, and I knew the 2 year on-site onsite warrantee that came with them would be handled by Dell & not the retailer.
 
Haha, Thanks guys,

Ok ok, before we get carried away here I don't think I explained what my issue is with this clearly enough.

Let me try again.....

So when the laptop was purchased from Evetech the options advertised are 512gb or 1tb SSD, the same two specs you can purchase the laptop according to dells website.

I decided to go ahead and take the additional storage as the price was not too different.

Turns out Evetech take a lower spec laptop and upgrade the SSD inhouse and don't actually supply you with the same laptop that dell have in that spec.

I would have no problem with this if it had been communicated that I would have to deal with dell for warranty of the laptop and Evetech for the aftermarket SSD. I would have probably then chosen to rather purchase the 100% dell covered laptop over the aftermarket version.

Hope that helps, you guys can now reload and take another shot ;)
 
If you think this is shocking support then you may just get a heart attack if I tell you some support experiences I've had with other companies (looking at you Makro). To me it looks like they are trying to help you every time they reply.
 
Man I can’t stand those who kick off an email with “Good day”, just seems impersonal and conceited. Those normally go to the bottom of my Inbox priorities.

Unless your Australian of course..
 
Ive read some evetech horror stories, yours is not one tho.

Wait till they charge you a depreciation charge on your RMA then report back.
 
abmoorhouse said:
Haha, Thanks guys,

Ok ok, before we get carried away here I don't think I explained what my issue is with this clearly enough.

Let me try again.....

So when the laptop was purchased from Evetech the options advertised are 512gb or 1tb SSD, the same two specs you can purchase the laptop according to dells website.

I decided to go ahead and take the additional storage as the price was not too different.

Turns out Evetech take a lower spec laptop and upgrade the SSD inhouse and don't actually supply you with the same laptop that dell have in that spec.

I would have no problem with this if it had been communicated that I would have to deal with dell for warranty of the laptop and Evetech for the aftermarket SSD. I would have probably then chosen to rather purchase the 100% dell covered laptop over the aftermarket version.

Hope that helps, you guys can now reload and take another shot ;)
Click to expand...
Cool story bro. Just contact Dell...
 
backstreetboy said:
Cool story bro. Just contact Dell...
Click to expand...
Looks like Dell doesn't cover the SSD.

@abmoorhouse , I will still contact Dell for onsite warranty. They will come to your house.
There is no need to deal with Evetech after sales. I take it Evetech has the right to upgrade their laptops with an agreement.

Dell will hopefully organise for the SSD to be fixed by Evetech. I hope for your sake so anyways. So don't mention to Dell you think it is the SSD. That is their job and not your. Just tell them it is not working and they will sort the rest out.

When an item is under warranty, forget about what you think you know, and let the warranty sort it out.
 
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abmoorhouse said:
Haha, Thanks guys,

Ok ok, before we get carried away here I don't think I explained what my issue is with this clearly enough.

Let me try again.....

So when the laptop was purchased from Evetech the options advertised are 512gb or 1tb SSD, the same two specs you can purchase the laptop according to dells website.

I decided to go ahead and take the additional storage as the price was not too different.

Turns out Evetech take a lower spec laptop and upgrade the SSD inhouse and don't actually supply you with the same laptop that dell have in that spec.

I would have no problem with this if it had been communicated that I would have to deal with dell for warranty of the laptop and Evetech for the aftermarket SSD. I would have probably then chosen to rather purchase the 100% dell covered laptop over the aftermarket version.

Hope that helps, you guys can now reload and take another shot ;)
Click to expand...

To be fair you didnt have to clarify. The question you asked in the email did explain that part.
Get Dell first to "Troubleshoot" and confirm SSD issue.
 
Thanks all,

Had already followed up with dell and scheduled for next week, was info for the community ;)
 
RedViking said:
Looks like Dell doesn't cover the SSD.

When an item is under warranty, forget about what you think you know, and let the warranty sort it out.
Click to expand...

If the reseller upgraded the device with non-certified/non-Dell upgrade options/components Dell will not assist with issues or troubleshooting related to those components. If the reseller upgraded the device with certified/Dell upgrade options Dell will assist in general.

The issue is that the customer is generally not informed of this caveat when options are presented or misrepresented as sometimes is the case and then sits with the possibility of having to endure a longer warranty service time than the actual Next Business Day service purchased.
 
quovadis said:
If the reseller upgraded the device with non-certified/non-Dell upgrade options/components Dell will not assist with issues or troubleshooting related to those components. If the reseller upgraded the device with certified/Dell upgrade options Dell will assist in general.

The issue is that the customer is generally not informed of this caveat when options are presented or misrepresented as sometimes is the case and then sits with the possibility of having to endure a longer warranty service time than the actual Next Business Day service purchased.
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No, Dell will still sort it out if you bought from Evetech. The worst is they might tell you to send the SSD to Evetech. But they will do a diagnostic.
 
RedViking said:
No, Dell will still sort it out if you bought from Evetech. The worst is they might tell you to send the SSD to Evetech. But they will do a diagnostic.
Click to expand...

That's not Dell sorting it out, now is it? The non-Dell components are for the reseller to sort out. Our definitions may vary but Dell telling you that they can't replace a non-Dell component isn't sorting it out.

It still doesn't help the consumer who is (as it appears) unaware that his laptops' warranty option may not cover a major component and thus for any issues related to that component he does not in fact have a next business day on-site warranty?
 
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