Additional Fee for Replacement Under the Warranty

Hello Dell Community,

We are Austria based company (HQ) and we have a lot of branches worldwide. 

We opened new branch in Bosnia and Herzegovina in 2024 and therefore to start business there we purchased notebooks in Austria and shipped (sold) them to our new branch.

Few weeks ago, we had issue with one Dell adapter on notebook located in Bosnia and Herzegovina. It just stopped working.

Device is under the warranty until November 30, 2027, and it has "ProSupport Flex".

We reported faulty adapter to local Dell service provider (ASBIS d.o.o.), but they informed us that we must first transfer warranty.

OK! We went through the process of Dell Warranty Transfer successfully (btw. support was great for that case) and then we went back to local Dell service provider (ASBIS d.o.o.) again.

After they performed diagnose, they request a fee (to cover custom fees) from us in order to proceed with order of new adapter. So, they will provide us a new adapter "under the warranty", but they want from us to pay "custom fees".

I asked why if device is under the warranty and warranty is officially transferred, and they told me that the device wasn’t purchased through "their channel".

Is this something common in Dell warranty policies or it's just local service provider decision to take additional money from customers?

We want to clarify this, because we have 55 notebooks that were transferred, with 2-3 years of remaining warranty.

Btw. The difference between the fee they want to charge us and a price of new adapter from local Dell reseller is less then 15 EUR, which doesn't really make much sense. Regular custom fee for Bosnia and Herzegovina is around 10% of purchase value.

We were expecting to have NO additional costs for what we already paid and are disappointed with the outcome.

If you need more specific details (Service Tag, Company name, etc.) from me, please let me know and I will provide it you.

Thank you!

Regards

Semir