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August 19th, 2024 05:48
Dell refused to provide warranty support for gaming laptop that broke within 6 months
Bought an Alienware m16 R1 AMD last year in the UK while based there. Saw there was international warranty and finally decided on the unit. Half a year later, laptop cannot be switched on at all, but I am already in China, thus I applied to transfer my warranty to China and it got approved.
However, when I dialed the Dell support, they claimed that they did not have the spare part so they cannot do anything about it and asked me to fix it in the UK and never followed up again. I spent more than 3 hours of call, text and online support to escalate the situation and either got the same reply or did not get a call back when promised by the customer support staff. Now my warranty coverage has expired. But my ~2000 USD laptop is still broken and I dont know where to seek help. What can I do?
ejn63
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August 19th, 2024 11:47
Transferring the warranty requires that the system model be sold in China -- if it's not, as you've been advised, the system will need to be returned to the UK for repair.
aksam00
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August 19th, 2024 05:52
I even asked for a refurbished set with similar specs they did not want to assist me as well. I am out of options now. I just want to use a laptop to play some game after paying almost 2K USD. Is it really that hard?
aksam00
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August 29th, 2024 08:21
It was not conveyed to me when the warranty transfer was approved, Dell has such a huge company and is this really how consumers should be treated? Buy an air ticket to fix your laptop due to manufaturer defect???
aksam00
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August 29th, 2024 08:35
I am absolutely gutted by the experience of contacting support everywhere, I emailed support in the email along with the link of this forum page. I just need a replacement laptop, doesnt even matter if it is not the same at this point.
(edited)
ejn63
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28.7K Posts
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August 30th, 2024 14:23
That won't happen from China -- though a warranty CAN be transferred to China, it requires that the specific system model be sold in China and that you have purchased an onsite warranty.
Even then, systems transferred internationally are not subject to replacement - the only coverage is for repair.
Even then, Dell will only consider a replacement system after three repairs for the same problem have failed.
One way or another, it sounds like the system will need to go back to the country of purchase for repair.