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January 19th, 2025 14:41
USA to Bulgaria, having my Alienware laptop repaired
Hello everyone,
I am stuck on this for over five months now. This summer friend of mine bought for me Alienware m18 from Texas, USA. I took it in Bulgaria to use happily. However, after one month of use the laptop turned off just like that and refused to turn on again. I sent it to authorized Dell warranty service in Bulgaria, and they told me that it has defective motherboard.
The motherboard needs to be replaced. They made me transfer my warranty from USA to Bulgaria. I did that. But after that Dell Bulgaria says the motherboard is manufactured only in the USA, not Europe and they can't help me.
Why did I transfer my warranty then? How everywhere on this site there are sayings that I can get support everywhere around the globe? So people cannot travel and buy Dell products, then take them home and use them? Am I to blame that I got scammed with a defected machine? Does Dell in different countries have no connection and communication, so they cannot send parts from one continent to another? And most importantly, how am I supposed to fix that problem? Who is responsible for my broken machine? Why did I pay for premium warranty?
I know I am not supposed to ask these questions here, but I cannot get proper help for my problem in Bulgaria and there are no contacts or chat possibility with Dell USA. All this website does is send me to Dell Bulgaria over and over again, and they are not competent enough to solve any problem.
Any help will be appreciated.
ejn63
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January 19th, 2025 16:45
That is not true at all -- in and outside the PC industry. There are very often device models that are not sold or supported in parts of the world. And even when a model has the same name, it may be totally different in one market than in another.
The Toyota Corolla is sold globally but can be very different in Asia than it is in North America. The parts will not always interchange.
You really have two options -- return the system to the US for repair, or source the mainboard yourself (at your cost) and have it installed locally. Either will involve a cost on your part -- the question is which is less expensive.
The issue here is that you exported a system to a market where there is no support for it.
ejn63
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January 19th, 2025 15:05
They transferred the ownership of the system to Bulgaria --the warranty transfer is possible only on models sold in Bulgaria.
Dell has no corporate presence for sales or service in Bulgaria (and the same in most of Eastern Europe). All sales and service is through independent dealers.
ann_droid
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January 19th, 2025 15:42
Hi
Are you currently in possession of the machine?
If so, then below is a Lo-Cost/No-Cost set of actions you could try, with the exception of consulting DELL/Local Repairer obviously.
ttruhcheva
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January 19th, 2025 16:06
@ejn63 Yes, I know. That is what I mean by authorized dell warranty service... I phrased it badly.
ttruhcheva
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January 19th, 2025 16:08
@ann_droid Thank you, but I think that if you buy a machine with a defect that you did not cause, you paid additional premium warranty and you are "guaranteed" to have service everywhere around the world, then you would want to get the company to fix it.
ttruhcheva
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January 19th, 2025 16:59
@ejn63 For me the issue is that I bought a product that completely stopped working after 1 month. They even told my friend that the warranty is international, and the laptop can get support in BG. But I guess I am learning that this is not true the hard way.
ejn63
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January 19th, 2025 17:03
Dell has never had international warranties. The full statement of the terms of sale your friend agreed to on purchase is below.
https://www.dell.com/en-us/lp/legal/terms-of-sale-consumer