Customer service

The Dell notebook computer my friend bought at Costco stopped charging its battery. We called Costco Concierge Services to take advantage of its 2-year warranty service.

However, after more than 9 hours on the phone over 2 days, Costco technicians were still asking us to update and run software to address a likely hardware problem. Furthermore, one technician and one supervisor neglected to call us back as promised. We finally called Dell directly.

Within 2 minutes, a Dell technician confirmed that the problem is indeed a hardware problem, and arranged for my friend to send her computer to Dell for repair. Though we will pay Dell for their service and parts, we finally decided to stop spending any more valuable time on the phone with Costco Concierge Services to throw software at a hardware problem.

Product or Service Mentioned: Costco Laptop Warranty.

Reason of review: Poor customer service.

Monetary Loss: $300.

Preferred solution: Let the company propose a solution.

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