m18 R2, being asked for pictures of damage

<Violations removed. Do not spam reply on other user threads. You may reply on your thread. Read the Forum Code of Conduct DELL-Admin>

I am writing to bring to your attention the ongoing issue with our Alienware M18R2 system. The device was damaged, and I contacted Dell support via chat. Initially, I was informed that accidental warranty was not available for our system. Following this, I escalated the issue and requested an email for further review. Subsequently, the technical team apologized and confirmed that our system is indeed covered under accidental warranty. However, I was then asked to provide pictures of the damage, which I explained is not possible due to our company's privacy policy. <Dell policy states that pictures are a requirement. DELL-Admin> The technical team assured me that they would check with the internal team and provide an update via email. Unfortunately, I have yet to receive any status or follow-up email regarding this matter.

Hi, Thank you for writing us back! We have checked with our internal clearance team to proceed with the dispatch, and we are unable to create the dispatch as the requested images were not shared. If you could you please write these details on a piece of paper and place this right beside the service tag of the system and then take a picture

1. Full name of the person/business/university

2. SR#

3. Time and date with your timezone

 Note: Please ensure the system's service tag and the info requested is captured in one single frame and is clearly visible in the picture and then attach the same to this email. Apart from this the team has also asked you to share the images of the damaged areas of the system to analyze the parts assist you accordingly. I understand that the company policy restricts the use of camera, but without the images requested we are unable to position the repair. 

I'm looking forward to hearing back from you. 

Regards,

Asif M

2. Thank you for your email. I am one of the case managers in Dell technical support. I understand you were requesting assistance regarding the damages to the Alienware PC. Unfortunately the details we received from you did not match our records and we couldnt initiate repairs without further verification that was requested from you in the chat including the pictures of damage and of the service tag. I am sorry we were unable to submit a request for service dispatch under warranty.

Have a good day!

Thank you for choosing Dell.

Prabhat T
Dell | Technical Support

3. This is with reference to the below correspondence that reached our corporate office. We appreciate you taking the time to bring this issue to our attention. I tried reaching you to discuss the issue ut was unable to reach. Please provide an alternate phone number and the best time to reach you along with proof of purchase for this system.

 I am looking forward to a response from you at the earliest. Note: Please ‘reply all’ on your response.

Regards,

Rajesh M

4. Thank you for your email. Please be informed that, I am a part of Advanced Resolution Services & we represent the Dell corporate office for US & Canada Consumer. Any concerns brought to our Executives notice is sent to us for review and action, therefore we will be working with you as a single point. I intend to provide the best resolution Dell can offer as per the warranty terms. We never asked you for a picture, however we need a valid proof of purchase for this system order. Note: Please ‘reply all’ on your response.

Regards,

Rajesh M

Now on community I kindly request your assistance in resolving this issue promptly, as we require service for the system under the accidental warranty.

Thank you for your attention to this matter.