Any thoughts? Nintendo DS Issue with Dell

[aidensmom73]

I bought my son a Nintendo DS from Dell last November. The unit is giving him some trouble and I wanted to get it fixed. I knew it was wasn't a year old yet and tried to get it fixed. Nintendo is saying that the warranty isn't registered (even thought I thought I did) and without proof of purchsae they cannot help me.

So I call Dell...what an experience that was! After being transferred several times they tell me that wihout an order number they cannot look up my order to give me a receipt. I ask..even with ny name and personal info...they say yes.

I found my bank statement (purchased with Visa Debit Card) and I purchased the unit on 11/17, so my one year is very close. I called the bank to see if any order numebr was attached to the oder and they said no.

ANy thoughts on what I can try next..or am I out of luck?

 

[GoofyGolferGirl]

Maybe since you have the transaction date they can look up the order number for you. I would call several times you might get a customer service rep that is willing to go above and beyond esp if you call at an odd hour like 9 am they may not be as busy. I don't know it may be worth a try!! Good Luck I know those are expensive!!

 

[darrengs]

You should be able to login with your email account and find your order.

 

[aidensmom73]

You should be able to login with your email account and find your order.

I tried that it is says that my email address does not exist in the database.

 

[msmayor]

I suspect you're out of luck, unless you can produce a receipt.

There are very few manufacturers out there that will accept your 'word' on when an item was purchased. Every single time I've ever had to deal with a warranty replacement a dated receipt is required to prove date of purchase. Even registering the unit with the company isn't good enough...the receipt is still required.

 

[aidensmom73]

I suspect you're out of luck, unless you can produce a receipt.

There are very few manufacturers out there that will accept your 'word' on when an item was purchased. Every single time I've ever had to deal with a warranty replacement a dated receipt is required to prove date of purchase. Even registering the unit with the company isn't good enough...the receipt is still required.

I don't expect Nintendo to just take my word. I do expect Dell to have better customer service.

 

[msmayor]

I don't expect Nintendo to just take my word. I do expect Dell to have better customer service.

Why would you expect them to be your recordkeeper? You said yourself you purchased it one week shy of a year ago. There's absolutely no reason to expect Dell to readily maintain a record of that sale on the off-chance that you need another copy of your receipt. Its the customer's responsibility to retain those records, not the seller.

They were willing to work with you...with an order number. But you didn't have it. Why is that their fault??

 

[Blue.Fairy2]

Why would you expect them to be your recordkeeper? You said yourself you purchased it one week shy of a year ago. There's absolutely no reason to expect Dell to readily maintain a record of that sale on the off-chance that you need another copy of your receipt. Its the customer's responsibility to retain those records, not the seller.

They were willing to work with you...with an order number. But you didn't have it. Why is that their fault??

Actually Dell has to keep records of all sales for at least 6 years, whether or not they are willing to look up her order is up to them. I do not think she was saying it was Dell's fault but with all the info she can provide to Dell I would think they could try and look up the sale for her. JMHO

 

[msmayor]

Actually Dell has to keep records of all sales for at least 6 years, whether or not they are willing to look up her order is up to them. I do not think she was saying it was Dell's fault but with all the info she can provide to Dell I would think they could try and look up the sale for her. JMHO

I understand that they must keep them...but they don't have to keep them "at their fingertips" so that any customer at any time can call up and easily get a copy. As I said, after a certain period of time they may be stored off-site on tape, and require time to access.

The OP specifically said that Dell could get her the information with an order number. That's not an unreasonable request of Dell...but the OP does not have it.

Its not Dell's fault that their organization of records is based off order number instead of name. There can be multiple records with the same name, different people...but order numbers are unique to each individual order so it makes perfect sense that they would require that to get a copy.

 

[Blue.Fairy2]

I would think a company as big as Dell has several ways to access records.

 

[aidensmom73]

Why would you expect them to be your recordkeeper? You said yourself you purchased it one week shy of a year ago. There's absolutely no reason to expect Dell to readily maintain a record of that sale on the off-chance that you need another copy of your receipt. Its the customer's responsibility to retain those records, not the seller.

They were willing to work with you...with an order number. But you didn't have it. Why is that their fault??

I do expect them or anyone else to be my record keeper. I just thought that with a company as big as Dell, they would be able to pull it up with personal information.

What bothers me is their customer service. They transfer you all over some call center in another country and nobody can help you, they just transfer you. I calle dback last night, asked for supervisor, and the gentleman was able to help me in less than a minute. He asked for my name and phone number, I verified my address and he gave me the order number. He said a copy of the invoice would be emailed over. I thanked him and was on my way. At least Dell's managers have good customer service skills.

 

[Blue.Fairy2]

I do expect them or anyone else to be my record keeper. I just thought that with a company as big as Dell, they would be able to pull it up with personal information.

What bothers me is their customer service. They transfer you all over some call center in another country and nobody can help you, they just transfer you. I calle dback last night, asked for supervisor, and the gentleman was able to help me in less than a minute. He asked for my name and phone number, I verified my address and he gave me the order number. He said a copy of the invoice would be emailed over. I thanked him and was on my way. At least Dell's managers have good customer service skills.

which is exactly what should have happened the first time you called.

Glad you got your number and hope his system is fixed and home again soon!

 

[Catira]

Last year my son's DS screen would not turn on.. just the audio. I called Nintendo and explained the issue. The only problem was that I had not kept my original receipt or even registered the warranty card, though I knew it had not been a year. They asked me for the serial # on the DS, and it had fallen off. Nintendo told me to mail it to them, and 2 weeks later they had repaired my son's DS. They even replaced the serial #.

 

[JoiseyMom]

Dell should have the records..that they don't is just ridiculous. I work for a small company that sells espresso machines, we have data in quickbooks and the online store that goes back 10 years or longer. If I have a last name I can track the order. I have to do this constantly when people call for repairs or such. If they aren't in our system, I can't put them through to our repair dept! We have lots of people trying to talk to our techs..and don't like taking no for an answer!!

I find it hard to belive that a company such as Dell can't access orders by name.

 

[BellePrincessBelle]

Last year my son's DS screen would not turn on.. just the audio. I called Nintendo and explained the issue. The only problem was that I had not kept my original receipt or even registered the warranty card, though I knew it had not been a year. They asked me for the serial # on the DS, and it had fallen off. Nintendo told me to mail it to them, and 2 weeks later they had repaired my son's DS. They even replaced the serial #.

Hum I had the same problem with 2 of ours & was told $89 for refurbishment because the tags fell off even though I knw they were still under warranty.