Area-51m R1, bad customer service

Hi @RAlexandru welcome to this free user-to-user Alienware laptop discussion forum. 

Please go to Warranty and Service Extension - Dell Community and share what it says about your Alienware Area-51m (R1) laptop support status. It may say "Your device has reached the end of service life and can no longer be renewed, upgraded, or extended." 

I understand that you are trying to convince me that I payed for a warranty - that now you tell me that I was mislead. Nice. So from now Dell told me that I have warranty. I paid in good will. I have an issue. Dell confirms that it's covered by the warranty that I have purchased. They try to fix it and they are dropping my requests or hanging up my calls. Dell representatives tell me that I have no warranty so they have lied and can go to the police to file an investigation. Well done Dell

Hi @RAlexandru thank you for sharing additional information. Evidently you already know that your valid Area-51m R1 warranty is administered in Austria. You must contact Dell Austria, not Dell UK. Please click on @DELL-Cares to send Private Message requesting assistance. Thank you. 

I have taken all ways how to resolve my problems. The result, I was told that I made payment to Dell that is not valid. I was cheated. I have raised the same issues on different sites Dell as the main one is not responding to queries at all. I've been promised another intervention and I was informed by the technician from the start that they will come at the end off the program and with the notification that they might not arrive because they are not sure that they will make it because of their busy schedule. Nice work Dell Alienware for treating customers like garbage and make they feel like the last in the world.

Code of Conduct. DELL-Admin>

Hi @RAlexandru your online Premium Support Service is currently active and administered by Dell Austria. 

Are you sharing that Dell Austria intervention has agreed to repair or provide replacement Alienware Area-51m (R1), at date unknown? 

Hi @crimsom ,

I have purchased the service from Germany - They have assigned it to Austria and took my money.
I have opened the case with Austria - sey sent the technician outside the agreed time and close the intervention as Completed.
After I esclated this problem I have been lied to and eventualy no more communication on the official way - e-mail and on the prohne they are always transfering me to another person who is dropping my calls.

So now I know and this confirms me once again that the dell service has to many customers and money - so I will move my business to somebody who is willing to take my money.
It's unfortunatley that for a notebook more that 3000 Euro I get this lack of service and warranty.

Thank you for your help but dell is unable to help me. 
I've booke a meeting with an attorney - maybe he will have better luck than me!

Hi @RAlexandru thank you for sharing additional information. 

Just speculating user-to-user, perhaps online Premium Support Service's 24/7 International support should be transferred back to and administered by Dell Germany so that you get the International support you paid for with Dell Germany.  @DELL-Cares 

I have taken all ways how to resolve my problems. The result, I was told that I made payment to Dell that is not valid. I was cheated. I have raised the same issues on different sites Dell as the main one is not responding to queries at all. I've been promised another intervention and I was informed by the technician from the start that they will come at the end off the program and with the notification that they might not arrive because they are not sure that they will make it because of their busy schedule. Nice work Dell Alienware for treating customers like garbage and make they feel like the last in the world.
Update:
The technician came and changed some part and informed me that everyting is fixed - I still have some issues with the drivers. When we run the self test he was surprised that the temperature was 100 celsius degrees (212 F) and he didin't have a response on how I can load Drivers to make the Display self test brtighetr in BIOS or the internal testing).
Back to step 1... how to get proper customer service 19 days from the initial reclamation backed up by 24h On Site Warranty

Hi @RAlexandru please follow the Dell process: - 

Dell warranty has assigned a local contractor to install replacement parts. Dell guarantees 100% the work undertaken by their assigned local contractor, who may never have worked on a Dell system. 

If local contractor fails or is not sufficiently interested to turn up, is unable to correctly install Dell part, fails to provide fully working PC before leaving, closed job when not completed, etc. you should update your Service Request with the observation that their assigned local Contractor is incompetent. Dell will then assign a different local Contractor who may be equally incompetent. 

After three attempts to fix same problem, it is Dell policy to provide a replacement system. You should elevate your Service Request to become a Formal Complaint and request that it is expedited to senior Dell tier that is authorised to review and instigate supply of replacement system. 

Dell Support are trying to provide a good Premium Support Service, but you must tell them that your system is not getting fixed by their assigned incompetent contractor.