*Alienware/Dell - Warranty Discussion Thread (Questions Only)*

This thread will be used to discuss warranty related questions. Please note:

Forum rules concerning fraud -

No discussion on warranty fraud. This will result in removal of posting ability.

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This thread is not for discussion of warranty 'issues' or system replacements - for that, see this thread:

http://forum.notebookreview.com/ali...placement-systems-warranty-repair-issues.html

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Want to extend your current coverage?

See this link for the contact information -
http://support.dell.com/support/top...tore_sign_in?c=us&cs=19&l=en&s=dhs&~ck=anavml

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Service Contracts (TOS, Product Warranties, Warranty, etc.)
Details for all regions can be found here -
Dell Services | Service Contracts | Dell

Learn More: Service Plans | Dell

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Complete Care/Accidental Damage coverage
Quite often we have threads asking about "Complete Care" coverage and what it covers. Complete Care (now known as 'Accidental Damage') only covers liquid spills, drops & falls, surges & screen breaks.

Review the actual terms of the agreement, its right there in black and white. Don't expect support to cover a botched thermal compound application...

Accidental Damages Coverage doc is here:
http://www.dell.com/downloads/global/services/Accidental_Damage_Services_Contract_6_21_10.pdf

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International Ownership Transfers (including warranty)
http://support.dell.com/support/top...ansfer_form1?c=us&cs=19&l=en&s=dhs&redirect=1

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If you have questions concerning warranty coverage, please do see the Service Contracts link at the top of this post. Many of the typical new owner questions can be answered by reviewing this information.

If you still have q's and want to tap the NBR AW Brain Trust, post away...

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Hello. I have a question regarding International warranty on used laptops. Iam from Sweden and I was about to buy a used Alienware M11x from a U.S seller. It comes with Complete Care/Accidental Damage coverage. Would this warranty be valid in Sweden?

Do I just use this form Dell - International Ownership Transfer Form to transfer the warranty to my name?

 

You'll need to transfer ownership first. Once you receive confirmation, contact support and verify the warranty has been moved over to you (and yes, valid where you are).

 

Does anyone know if Dell's warranty is valid when I move to Guam?

 

If its a perm move, check with support. You may need to update your customer information. As long as they have some type of Dell Service there, then you should be fine. If not, you'll probably be asked to mail it in to a repair depot.

Check here,
http://www1.ap.dell.com/content/top...ics/contacts/en/sadm_contacts?c=ap&l=en&s=gen

and then follow up with support before relocating.

 

Awesome, thanks BatBoy, I will do that.

 

No worries... be safe.

 

Guam will not be the worrisome place. Where I'm going after that is... But I will, no worries.

 

I have a quick question, if my m15x fails, would I get an m15x, or an equivalent system? I'm just wondering seeing as m15x's aren't being produced anymore

 

Hey everyone - I'm new to the forums here, and there's a lot of great info. I haven't seen anyone post this type of question so hopefully I can get some input.

I live in Canada, and purchased a refurb m11x R2 from Dell Outlet (only available in the States). I have some family in the US so this was easy to do - I'll have my R2 in Canada shortly.... Eh

Now, with this new purchase I have the default 1yr service that Dell provides with a new refurb.

I am just wondering if I will run into any issues should I need to call warranty and do a hinge replacement or some other thing that I may be so unlucky to get...

Just wondering if I am still somehow covered within Canada... has anyone else done this with a new system purchased from the States/etc?

 

I am getting really pissed off at this point. I requested, on 2 separate occasions, the warranty to be transferred from the reseller's name into mine and was told it would be completed in the 15 day window. THREE MONTHS LATER, still in the other name and on top of that my audio jacks (not just optical now) have all gone crazy. They are not detecting devices being unplugged, so the board needs to be replaced at this point.

Fast forward to yesterday, apparently they can do it ON THE SPOT but the department was closed, ok, I'll be a little patient...Today comes, call at 12PM PST, their servers that handle any kind of warranty information or service parts ordering is now down. So....can't get the replacement part, can't get the warranty transferred, can't get anything done. I can use my laptop with headphones but can't use the onboard speakers, not a world-ending event but this is ridiculous.

Next time I will make sure to order through EPP or a school, or anything...Completely different divisions and US-based support from what I remember.

 

^ I don't know if that is specific to a warranty problem or not. Their whole tech support department is now closed because of the outage message says to try again tomorrow =/

 

LV,

I'd be frustrated as well. Given that you simply want the transfer done and a service call initiated, it shouldn't be that much to ask for...

Try this, if tomorrow you run into any issues or roadblocks with resolving this, immediately shoot a web message via this form:

https://support.dell.com/support/to...lcare/outstanding_issues_care?c=us&l=en&s=gen

My guess is that this is a customer service issue and not a technical support issue since all you want to do is have the warranty moved over. Once done, the rep who handles this should be able to contact support directly and brief them on what you need in terms of warranty service - I would insist on this rather than spend another hour explaining the entire situation.

Give it a shot if you don't find resolution when calling tomorrow.

BTW, I moved your post as this is the dedicated thread for warranty questions (even though yours wasn't really a question, still the same).

Good luck!

 

Yea I figured....Just called again and their servers are still down...I wonder if it is affecting Alienware only or not, seems like this should be a bigger issue if it's affecting other products of theirs.

 

Dude just call the dell support line and have them change you warranty over to canada and they will take care of you no problem. Im US military living in germany and just had my hinges replaced over here in germany on an american M11x and it wasnt a big deal. As for support it seems like the Dell techs oversea's are far better and friendly and knolageable then the ones in the states.

 

How do people feel about the warranty packages in general? I am tempted to just go with the one year basic. Defective parts usually show themselves within the first year anyway...

 

I filled out the international warranty form (US to Canada) and 2-3 months later I had the hinges replaced in Canada. Works like a charm It's on the Dell website (first link in google).

 

Used to be like that, HD's fail, motherboards fail, keyboard LED's, backlights...

Warranties are the way to go, it's not like it used to be 40 years ago where warranties were almost pointless since nothing failed.

 

Thanks Voodooi,

I'm in a similar boat as the OP. Do you know how long you had to wait for the international warranty to be fully transfered? I got no confirmation e-mail or anything after filling out the form a few minutes ago so I'm a l little confused.

I only have around a month left on my warranty and need the hinges replaced, hope this doesn't take too long.

Thanks!

 

Thats why I said call them they can do it over the phone and you will have 1 person handeling it and then tell them to send you a email when its done. My route would have been the easiest. I filled out the for online 4 times and when I called they said it never made it to them cause these request sometimes get lost in the system. Call DELL to confirm that the it is getting transfered. If you call and they say it was never processed and what I wrote you helps rep it up!

 

Are you referring to this?
Dell - International Ownership Transfer Form

 

Oh and it was over a month since my request wasnt getting through but if you call and they do it for you it should be a week.

 

Kurt, OK I'll give them a call on top of this. Thanks for the advice.

Jayhoo that's the form I filled out.

 

yes it was that website. The person rep i talked to said depending on the traffic of that day it can get over looked and extended my warranty for 2 months for my troubles.

 

I really hope this help you out cause I just had my hindges replaced 2 days ago. And my tech guy was awsome.

 

Their servers have been down for 2 days now with no ETA on coming back up...

They can't initiate any kind of warranty transfer request OR order parts. We all have NBD support and I am going on 3 days with a laptop I can't use properly. I want compensation, I am filling this information on the webform by BB. This is 100% unacceptable.

EDIT:

Just submitted a request.

 

This is SO unacceptable. I just sent a message to ChrisM

I am contacting the BBB now. According to the service contract if they can't uphold their NBD support there's nothing that can be done.

 

So, apparently this is still a problem. I received a DOA Alienware m18x on May 20th, from an order on May 6th. Called Alienware/Dell and was told the service tag is invalid, that the Warranty Registration department would need to set me up, and that they are closed. Being Sunday and their normal hours Mon-Sat, I called back this morning, and was told again they were closed, to call back in 3 hours. So I called back in 3 hours, and was told the same thing. 3 hours later a rep finally informs me about the system outage, and gives me an ETA of... Thursday.

So i've got a dead laptop (BIOS POST error of 8 audio beeps, with no video or boot), on the advice of a dell tech I removed the CMOS battery for a period of time to clear it with no effect. Was told to call back on Thursday, and there was no way to initiate warranty replacement or repair until then.

I'm quite thrilled and ecstatic about this news!

 

Hi guys,

So I just called Dell to transfer my warranty from US to Canada and got some bad news.

Apparently in order to transfer the warranty you would have had to purchase a 2 year extended warranty when the laptop was originally purchased! Dell will not transfer my warranty because I did not purchase this extended warranty!

KurtH/Voodoi and others, did you run into this problem or is Dell is just BS'ing me?

I requested the rep's manager give me a call back to explain as there is no mention of this anywhere on the web form.

Help?

 

They're BSing you. Call Alienware (not Dell) to transfer the warranty.

 

Thanks for the feeback roxxor, that's what I thought.

I called Alienware instead of Dell and they tried to help me but they said the database that handles international warranty is down so they can't help me until next week? I'm not sure how this company stays in business TBH.

Anyway, I have a ticket number and the rep said they would get this done but just not until next week.

I'll update this thread if I actually get help.

 

I don't know why they would BS you... The global tag transfer is not applicable to the following:
Contract types and models not available for transfer | Dell

Return to Depot, Complete Care, Same Day, and Parts Only contracts are NOT AVAILABLE FOR TRANSFER outside of the region the coverage was purchased in.

From my invoice I have the default:
1 950-3337 1 Year Limited Warranty
1 922-2597 Dell Hardware Limited Warranty, Initial Year
1 929-5570 Dell Limited Hardware Warranty Plus In-Home Service After Remote Diagnosis, Initial Year
1 950-9797 No Warranty, Year 2 and 3
1 994-3730 Warranty Support, Initial Year



So by this logic, it should be transferable... I think

 

@madpacket

Thanks! - keep us updated please!

 

This is only a theoretical question, as I do not "plan" on doing this. If I bought the M18x with a 4 year CC warranty, and say two to three years (I say this because I assume by then the M18x R2 at least would be out, if not another whole new line of laptops) from now the laptop completely fails on me and I ask to get a replacement, would they try to find a way to get me an M18x R1 to replace it, or would they give me the newest model that they currently have out? I only ask this because it would definitely make the 3-4 year warranty a worthy purchase. Thanks for any advice, and please don't take this as a "scam" towards Dell, I am just curious as to what would happen if I encountered this situation.

 

They replace with an "equal or greater" system. If they have m18x's still around with your machines specs then you get that other wise you get a refurb of what ever machine meets the equal or greater at the time.

 

Well since I guess I'm bsing it's strange that I just transferred both my m11x and m15x over less then a month ago to Germany oh and that's right just had the hinges replaced on the m11x. So for those who want to open there mouths without having done this yet just shut up and give advice about something you might have a clue about.

 

KurtH, I think you may have mis-read my response? I wasn't implying you were bs'ing me, I was implying Dell was when I called them earlier today, which it looks like they did according the the responses.

Jayhoo, yes I read that the same way as well, we should be qualifying for this given our situation. I'll update this thread once I know more.

Thanks guys!

 

What jayhoo said is correct just for services but if you transfer the warranty you retain full benefits. I'm a us soldier living in Germany and know all this from experience. You will be fine when you find a rep who will be willing to help you out.

 

They sometimes try to get you to get a lower-end machine, you have to fight for it sometimes...

 

Seriously this is dumb that I have waited for almost 3 weeks for my laptop and then I had to send it in for repairs because the lcd screen is not working and all. This is taking off time of my warranty when i didn't even fully use my m11x r3. Only for less then a week I had it. This is just a rip off. Why in the world would it take 3 weeks to repair when it only takes about an hour or so just to replace the lcd screen?

 

why didn't you request a newly built replacement ?

 

Because the op accidentally damaged the screen himself so it didn't quality for a warranty repair.

 

Ahh, guess there are cases where that accidental damage coverage is useful..

 

Yeah i got that upgraded warranty. The guy that helped me upgraded didn't informed that there wasn't a tech coming for on-site repair, so i e-mailed him back and he didn't respond and i was like "what the heck". That guy just probably want the money and ignore me afterwards. But yeah when i receive my laptop back i hope that there won't be any hardware problems and such.

 

Good luck!
Hope everything works out

 

Thank you.

Say if i find any problems when i receive it will i be able to get a replacement.

 

Typically their response is that you need the 3 year next business day (NBD) warranty in order for it to be international, and also transferable. However, seems people have been able to transfer it with only 1 year NBD warranty, as well. But I think the key here is that you need NBD service, then it works.

 

Ok i got a call this morning from dell that it will take 2-3 days.. yay =).. but aside from that, are they trying to bargain more money from me? They ask me if i wanted a software warranty. Is there really a software warranty? Because when i was building my specs online i did not see a software warranty. only 2 options and at first i just went with the basic then later i upgraded it to advance to fix my lcd. I just want to know if there is a software warranty.

 

No such thing exists. Sounds like a scam to me..

 

Wow, so they are really trying to get more money from me. Yeah they were asking me if i wanted that warranty charge of $248 and i told them no but they still insist about it and that "this is the only time they can offer such good deal". I swear these indian tech ppl and im not racist but they need to start doing the right thing and help out all of their customers. Thank you for answering my question about it mfractal. Next time i will just hang up if i am connected to an indian tech and call again til i get a tech that can speak english well.