How to upgrade the complain outside of the U.S.

On September 13, 2025, at a Dell Authorized Service Collection Point in Chaoyang District, Beijing, China (CIS Code: cCC-81641). The authorized partner exceeded its permitted scope by performing internal hardware services (cleaning and thermal paste replacement), which resulted in three screws on the left hinge of my Alienware m15 R4 becoming completely detached, and maybe already broken after service.

Prior to the service, the device functioned perfectly and showed no signs of structural issues.

I have contacted both the service location and Dell China Support multiple times. However, they have refused to take responsibility, citing the unavailability of original Dell parts in China.

The solution they gave was leting me go back U.S. and repair by myself because I bought the computer in U.S.

As this store operates under Dell’s official authorization, its actions reflect a lack of oversight in service management and technical supervision on Dell’s part, which has directly caused damage to my device and disrupted its normal use.

Even though I collected all the conversation and how they did the shift, they just rudely cut my call.