Get Gephardt: Utah student told his 2-year warranty is garbage 6 months in
(KUTV) — The brand new Dell laptop Shirley Western's son bought at his school's bookstore is now little more than a paper weight — it won’t even boot up.
Western said she reached out to Dell to ask them to fix the machine. She assumed it would be covered by Dell because the computer is only six months old and came with a two-year warranty. Dell gave her bad news.
“They told me that it was out of warranty even though it was a brand new computer,” she said.
Western pressed why the warranty would be out, showing them the receipt that clearly shows it was bought brand new this year.
“What they're telling us is it's out of warranty because the shelf life has expired,” she said. “We didn't know that computers had a shelf life. Never heard that before.”
Dell went on to tell Western that after a computer sits on a stores shelf for more than 15 months, it's warranty is no longer good.
On Dell's website, it clearly states that "the limited warranty term is two years beginning on the date of invoice."
Get Gephardt found no mention of “shelf life” in the warranty language.
Get Gephardt reached out to Dell on Western’s behalf through the corporate communications department. After investigation, a spokesperson said a "miscommunication" had occurred between Dell and Western.
Dell confirmed that warranties start when the consumer buys the laptop from any store, whether it’s an authorized dealer for Dell or not.
Just like that, Dell has fixed the laptop and are extending the warranty to August of next year.