On Your Side: Short Warranty on Dell's Software

Time limits on free tech support may start from the day a product ships.

Grace Aquino

I have a Windows XP problem on my Dell Dimension 4550. I called Dell and was told that my 30-day support warranty on installed software had expired at midnight that day. Apparently my warranty period started the day I ordered the system, not when I received it, so I lost four days of warranty time while my PC was being shipped. If I need any help now, I have to pay $30. I spent 4 hours on the phone with Dell, and the two reps I talked to recently were rude and arrogant. I purchased a Dell product because I had heard the company's tech support is the best. If that was its best, I'd hate to see its worst.

George Stolzer, Philadelphia

On Your Side responds: I contacted Dell to clarify the company's support policies. Dell spokesperson Venancio Figueroa III says that the company's 30-day warranty "begins on the system's invoice date, which is typically the same day the product ships." After 30 days, Dell techs refer customers to its fee-based software support. The policy on when coverage begins also extends to Dell's 30-day money-back guarantee and its hardware support (though, of course, hardware is typically covered for at least a year).

Dell is not the only company that starts the clock ticking as soon as possible on support options. Make sure you know when your deadline is up for free technical support. Try to test everything on your system, including the software, early so that you'll have plenty of time to iron out problems with the company's help.

Grace Aquino is senior editor for PC World. E-mail her at onyourside@pcworld.com. Click here for more On Your Side columns.