Questions on Alienware Warranties

When examining warranties, I'm getting conflicting information when confirming the coverage with Alienware/Dell reps.

Okay, so there's two types of warranty: Basic and Complete Care.

1. Do both offer international coverage?
2. Do both have next-day home-tech?

I got a "no" and when I asked a different rep I got a "yes".

So guys, which is it? The website makes complete care seem like it's an accidental add-on, is that all it is?

Cheers

Edit: Oh, and just to be clear - If I get something from the outlet, there's a 20% coupon AND a -50$ one I can combine, right?

 

All of the information is located here - you'll need to review the relevant sections. Be sure to select the location where you are at (region) from the pulldown menu for HOME users. *EPP customers use the Small Business pulldown/Large Business pulldown.

Dell Services | Service Contracts | Dell

As I understand it, yes - international coverage is part of the 1 year warranty. Yes, the 1 year warranty has on-site repair.

Complete Care is not 100% coverage for all types of accidental damage. There are specific terms and you should review this before purchasing it. Again, see the link i posted.

If you still have questions, you can ask here but none of us can give you a 100% answer. Your best bet is to contact Dell Customer Care and ask them - if they give you a conflicting response, ask for a supervisor to confirm.

Your final question relating to coupons is simple - some coupons stack and some dont. Apply it in the cart and if it doesn't - no dice. Again, best thing to do is talk to Customer Sales Support.

 

BatBoy,

Does the U.S. 1 Year Basic warranty has international coverage? By what you mentioned above, I'm not sure what type of warranty you're talking about. (Basic/Complete Care/Both)

Your help is appreciated.

 

This is wrong. Only the 3yr warranty has international support. Complete care offers accidental damage over the basic plan. I checked this extensively before I bought my laptop from the USA and transferred it to the UK.

 

Thanks for the responses. 3yr-basic it is!

Edit: Oh, and I finally found the coupons. Apparently you can't stack them.
Here's the lead coupon if anyone is shopping in the outlet:
BP6SM900JMH74L

 

Perhaps the UK policy is different than the US.
Reference this:

Dell - International Laptop Warranty Contact Information

If I'm not mistaken, Next Business Day On-Site is part of the initial warranty on all ALIENWARE systems.

Reference this:
Dell - Help Me Choose: Warranty Options

Then click on the #2 notation under In-Home Service After Remote Diagnosis ( http://content.dell.com/mc.ashx?id=technotes:remote-diagnosis&c=us&l=en&s=dhs)

dispatched in 1 or 2 business days means NEXT DAY ON-SITE.

You might want to call your sales rep and thank them for talking you into a 3 year warranty (although, I always suggest a max length warranty when buying a new laptop as things CAN go wrong and protecting your investment is a smart thing to do)

What you really need to understand is that if you are looking for ACCIDENTAL COVERAGE (What has been called CompleteCare in the past) is that it is part of the 'ADVANCED' plan. Purchasing 3 years of BASIC coverage does not provide this. You should review the documentation before jumping to conclusions.

For reference, again, see this:

Dell - Help Me Choose: Warranty Options

Also note, ACCIDENTAL DAMAGE coverage has very specific verbage. It does not cover every type of damage. Please see the complete details before drawing conclusions that everything is covered. Understand the terms of your contract.

Full details on Accidental Damage Coverage are HERE
http://www.dell.com/downloads/global/services/Accidental_Damage_Services_Contract_6_21_10.pdf

BTW, all of the information I provided above came from this link which is right there on the configuration website under the warranty coverage section (where you select the length of coverage) - all you have to do is look.

http://content.dell.com/us/en/home/d/help-me-choose/hmc-aw-warranty-options-consumer.aspx?ref=CFG

Finally, this is of course the US policy. As I mentioned in my earlier post, you must review the terms for your region. They MAY be different.

 

Umm... the information Batboy is posting is correct, but the interpretation might be a little off. The Inspiron, XPS & Alienware laptops are considered Dell consumer notebook systems, not Dell commercial notebook systems (Latitude, Vostro, Precision Mobile Workstation).

The FAQ states "selected portable systems", not "all portable systems":

In the past, a minimum of a 3 year next business day on-site service contract was required for international coverage on a US consumer notebook/laptop system. I can not find anything specific to the consumer model lines that clearly states what the requirements are now. We can guess all we want, but the best thing for this situation is probably for anyone wanting to know to call Dell and ask if their specific system has international coverage.


Voodooi,
What about asking Dell directly about Dell's policy?
Since you are in Canada, try calling the number from the link listed below:
Dell - International Laptop Warranty Contact Information
If in the US or Canada, call 800-285-1653 (toll free)

Good luck!

 

Is 1 Yr Ltd Warranty, In-Home Service after Remote Diagnosis same as NBD?

Also I talked to a warranty representative and he said that NBD means international warranty. I was talking to him about 2 year NBD.

 

Again, if you do not find the answer here ( Dell Services | Service Contracts | Dell), then you really need to speak with a rep. There is no reason to end the call until all of your questions are answered. Ask for a supervisor if you cant understand what the rep is explaining or it seems to be different than what is stated in the link I provided above.

NBD stands for Next Business Day service.

In-Home Service where a "technician and/or part will be dispatched, usually in 1 or 2 business days" = Next Business Day. the reason why its 1 or 2 days is due to the time you actually call and the support rep enters the part dispatch order. If you call after 5 PM Central Time then its going to be 2 days as the part will not be picked and packed/picked up by FedEx until the next business day. They ship Standard Next Day - so, this would be 2 day.

Anyway, like I mentioned, if you do not find the answer in the docs I LINKED to, then you need to call.

 

BatBoy's first post was correct, International warranty applies to 1 year basic warranty as well. I bought my laptop from the States and had it transferred here to the UK and it has the basic 1 year NBD attached with it, and all I did was fill out the International Transfer Ownership forum and that was it.
@ MooneyD : A few Dell reps told me the same thing but then I later realized that they were just trying to get me to buy extra 3 years warranty even if I didnt need it then just to trick me, but its not the case

 

You sir, are awesome.

This is exactly what I wanted to know and I'm glad you shared your story of the US-UK transfer.

I ALMOST got the 3 year warranty (was going to purchase it this week).

You just saved me 199$ (3 year warranty cost) h5

Heh, can't believe how devious the reps are. They'll flat out lie to customers in order to make a profit. You'd think Dell-Alienware was being run by Ferengi's.

 

Voodoo, you still may want to go with 3 or 4 years. When dropping that much on a system, I suggest going with the max length. It doesn't have to include accidental coverage, but certainly consider the longer warranty. It is much more expensive to extend coverage later than it is to purchase it @ time of system.

 

Thanks for the advice, but I was planning on grabbing an M11X from the outlet, have it sent to my friend in Texas (since it's US-only) and then have him forward it to me.

Cost of the M11X-R1 (w/coupon) in the outlet = 525$
Cost of the M11X-R1 (w/coupon) in Canada = 899$ + 14% tax

Unfortunately the outlet is US-only, which really sucks considering we're #1 trading partners, but oh well.

I figure an extended warranty on the R1 isn't worth it since by the 12th month it'll want to get the R3 (plus it's older tech) Now that our U.K. friend confirmed that the 1 year warranties work everywhere (providing you do an international transfer form), I'll use that 199$ I would of spent on the R1 elsewhere (student loans).

I appreciate the thought, though If it was an M15/17 I'd definitely take the advice and upgrade the warranty.

 

@Batboy - you have clearly made your point. However I would suggest anyone choosing a warranty should speak to Dell first. When I bought my R2 from the States I asked Dell USA if the 1yr Warranty was international - they said it was NOT, I would have to purchase the 3yr warranty. To make sure I also asked Dell UK - they also clearly stated that if you purchase any Alienware product from the USA you have to have a 3yr warranty before they will even considering looking into any issues. This was then put into practice when I did have issues with my first R2 - on this occasion Dell Corporate and Alienware technical support (Europe) said they were obliged to help me since I had a 3 yr warranty.

Maybe they have changed the policies?! I dont know - I'm only informing people of my personal experience in this area.

 

Understood and that is why I put in my first post,

 

Just as an update, was traveling to Dubai and having problems with my power supply (210 W). Called dell support and they overnighted the 240W. I had 1 year NBD at that time (upgraded to 3 year right now). What I was able to gather is that first support they will do without any issues. However, consequent requests requires you to transfer laptop to whichever country you are in.

 

I just received my m11x r1 refurbed, I thought it came with a 1 year limited plan?

I just registered my service tag online and it says my warranty has 0 days left.

Do I have to register it somewhere? Should I call up dell?

 

You need to call Tech Support, directly.
Try support.dell.com IF you don't have a support phone number.
Have your Service Tag number ready. -h-

 

Apparently it takes a few days for the warranty to show up, but tech can go ahead set it up for you if you call in.

 

ill get the m17x r3 in usa, beacuse in mexico ther is no way i could get it any time soon and the m17x r2 starts at $2,500 here

what kind of warranty covers damage (drops and spill of drinks etc... ) and still be protected here.

also: could i change the keyboard to spanish? does the r3 keyboard is the same as the r2? because i saw a kb on internet that is in spanish


ps: i don't want any links if its possible just tell me if its the basic advanced or premium.

 

Unfortunately, I'm not going to 'tell' you. You need to review the info for yourself. If you don't, you have nobody to blame later if the info you went by is incorrect.

Sorry. You really need to review the info for your region - at the very least, if you dont want to read it, call them and ask.

 

For all the people with 3 year warranties - It shows NBD for three years but only shows XPS technical support for one year. Is this normal?

 

Any experience on International Warranty in Argentina from a computer (M15x) bought in USA?
Thanks!

 

When I purchased my Aurora the account site said 0 days warranty left. I waited 2 weeks and called, Dell reinstated the warranty and sold me a second year with discount for my trouble. So yes call if it shows 0 days left.

 

Dookie: How long do claims take through Squaretrade?

Anyone know if warranties are refundable through Dell?
__________________



They have a 5 day policy. If they can't repair your computer in 5 days, you get a full refund on your purchase price of the unit...You really can't beat that.

 

Yes, at any time during the warranty period, you can contact Dell and cancel your service coverage - they will prorate the remaining period and issue a refund. At least this was the policy when I last checked. It may have changed.

Its very simple to find out and confirm - contact Warranty Support and ask them.

1-866-777-1542 option 4, 2, 2

 

So Squaretrade does the fixin'? Cool!

 

hi, sorry to bump this thread, I'm buying a m17x r3 from the states. I'm going to have someone transfer the ownership to me, but when i reach the international ownership transfer page.
Dell - International Ownership Transfer Form

the drop down menu for "Product Type" does not show the m17x, will I still able to transfer ownership? if so, how should I proceed? many thanks.

 

See this thread -

http://forum.notebookreview.com/ali...arranty-discussion-thread-questions-only.html

Use the contact/links in post#1 and have support handle this. They should be able to assist you.