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Costco concierge service

jbs1 111 19 January 20, 2014 at 02:44 PM
My experience with the Costco concierge service has been disappointing so far with the repair of my Dell desktop XPS 8300 computer. They used PC clinic, not Dell for my unsuccessful repair.

Does any one have anything to say about the Costco concierge service?

Good or bad!

Thanks, jbs1

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#2
get them to fix it again

what was wrong with your computer

from reviews I read dell refuses to fix anything that's broken


is that a 2011 computer
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#3
Quote from samsaspa View Post :
get them to fix it again

what was wrong with your computer

from reviews I read dell refuses to fix anything that's broken


is that a 2011 computer
I bought it 3/2012, in fact, the first unit from Costco.com was DOA. Previously, as long as my Dell's (bought directly from Dell) were under warranty, Dell was very efficent taking care of reepairs AFTER long diagnostics over the phone. But Costco concierge service required the same time on the phone with poor results making the repair.
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Last edited by jbs1 January 20, 2014 at 04:20 PM
#4
Quote from samsaspa View Post :
get them to fix it again

what was wrong with your computer

from reviews I read dell refuses to fix anything that's broken


is that a 2011 computer
Where did you get that idea? As long as a Dell is under warranty they will repair it - sometimes you have to spend some time doing self-diagnostics, allow them online access to the machine to check it out, or really understand how to describe the problem to convince them it's a hardware issue, but once they agree the hardware has a problem they are very good about fixing it.

I have a 4 year old Latitude I bought from the Dell Outlet that is still under warranty due to my own error - when I bought it I didn't realize it already included a 3 year warranty so I purchased an additional 2 years. So this laptop has been continuously covered by Dell since I bought it in early 2010. This is my main computer that I use to run my home business, and it's in use in excess of 15 hours a day, every day. It travels with me from room to room in my house and is basically turned on at 6 am and turned off at 11 pm.

Since I bought this machine Dell has replaced the keyboard twice (once when a key fell off, once when a few keys stopped working), sent me at least 4 new power bricks, replaced the hard drive, and replaced the motherboard when 2 of my USB ports stopped recognizing drives. They also replaced the optical drive when it stopped reliably writing to disks, sent me a new bezel for that drive when the clip holding the bezel in place got damaged, replaced the bottom panel of the laptop because the glued on feet fell off and they don't just have new feet for me to glue on, and replaced the top panel of the laptop when it got badly scratched. There may be more I can't think of right now.

You may think this system is unreliable but truth is that this is what happens to a machine that is a heavy daily driver - almost all of the issues were not hardware flaws, more like maintenance issues caused by hard daily use. And actually because of the Dell onsite warranty I have never had a day I couldn't use this system - Dell sends me parts to replace on my own, or sends me a technician to repair the system in my home. As these technicians don't work for Dell per se, but for a dispatch company that supports several other hardware vendors as well, I've talked to them about their work and they all agree that Dell is MUCH better than Lenovo or HP at actually sending parts and authorizing repairs.

Sorry to threadjack, OP, as I have no experience with the Costo Concierge Service, however I don't want people to think Dell doesn't live up to their warranty promises, as they for sure do.
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#5
Quote from samsaspa View Post :
from reviews I read dell refuses to fix anything that's broken
Wow, that's quite a broad & unsubstantiated assumption.

Dell actually has a stellar service department - one of the best, if not THE best in the industry. I buy thousands of machines per year and we always go back & forth between Lenovo and Dell - because Lenvo has better hardware, but Dell has better service.
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#6
My problem is with the second year of the warranty covered by the Costco concierge service. The XPS 8300 tower bought at Costco came with a one year warranty and the second year is covered by Costco concierge service.

As I said above, my previous experience with Dell's on site service was great compared to the Costco concierge service done by a third party.

I just wondered what type of experience others have had.
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#7
Quote from jbs1 View Post :
My problem is with the second year of the warranty covered by the Costco concierge service. The XPS 8300 tower bought at Costco came with a one year warranty and the second year is covered by Costco concierge service.

As I said above, my previous experience with Dell's on site service was great compared to the Costco concierge service done by a third party.

I just wondered what type of experience others have had.
well the plus of using costco is if you did have a problem and they can't resolve it, go to AMEX since AMEX doubles warranty coverage up to a year.
Amex will try to fix or credit you the $$
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#8
Quote from IPT View Post :
well the plus of using costco is if you did have a problem and they can't resolve it, go to AMEX since AMEX doubles warranty coverage up to a year.
Amex will try to fix or credit you the $$
Because the Costco concierge service said they needed to elevate my issue and that would take several days, I have also started a claim with American Express because of the second year warranty they also provide.
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#9
Quote from jbs1 View Post :
My experience with the Costco concierge service has been disappointing so far with the repair of my Dell desktop XPS 8300 computer. They used PC clinic, not Dell for my unsuccessful repair.

Does any one have anything to say about the Costco concierge service?

Good or bad!

Thanks, jbs1

hey...you get what you pay for...why not go to dell direct? costo concierge sounds like wal-mart personal shopper.....or mcdonalds filet mignon....its just wierd.....

go to dell next time....they have super deals anyway....and you get much much more
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#10
Quote from hunterdealz View Post :
hey...you get what you pay for...why not go to dell direct? costo concierge sounds like wal-mart personal shopper.....or mcdonalds filet mignon....its just wierd.....

go to dell next time....they have super deals anyway....and you get much much more
no,if op went with dell, the unit would be out of warranty....its only one year on the xps unless you pay extra....or get their business machines that come with 3 year next business day...
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#11
Quote from fenderman View Post :
no,if op went with dell, the unit would be out of warranty....its only one year on the xps unless you pay extra....or get their business machines that come with 3 year next business day...
Dell direct next time for sure and in the past I always paid for the add'l two years from Dell but thought I was covered by Costco.
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#12
Quote from hunterdealz View Post :
hey...you get what you pay for...why not go to dell direct? costo concierge sounds like wal-mart personal shopper.....or mcdonalds filet mignon....its just wierd.....

go to dell next time....they have super deals anyway....and you get much much more
Well, here I am, several days later, more time on the phone with Costco concierge, they are now sending me a video card - if this doesn't work - I want a replacement unit.

Don't consider Costco concierge as an actual second year warranty when buying, unless you can afford your electronic device to be down for weeks at a time.
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#13
Did you contact the store where you purchased the PC, most Dell systems have onboard video can you just use that?
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#14
Quote from komondor View Post :
Did you contact the store where you purchased the PC, most Dell systems have onboard video can you just use that?
I did go back to the Costco store and asked how I should proceed & I was told I had to deal with Costco concierge in regard to repair. My question in this post was to ask whether anyone had comments, good or bad in regard to the Costco concierge second year warranty. There is no sense of urgency, if it takes a week good, if it's a month that's fine also. I just wouldn't place any value on the second year Costco concierge support.
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Last edited by jbs1 January 28, 2014 at 02:32 PM
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#15
Quote from jbs1 View Post :
I did go back to the Costco store and asked how I should proceed & I was told I had to deal with Costco concierge in regard to repair. My question in this post was to ask whether anyone had comments, good or bad in regard to the Costco concierge second year warranty. There is no sense of urgency, if it takes a week good, if it's a month that's fine also. I just wouldn't place any value on the second year Costco concierge support.
i dunno, no cost repair out of pocket for year 2 sounds pretty good, even if it takes a while.

the other side would mean out of pocket repair costs.
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