My warranty is denied for international roaming

Hello,

Please stop double posting. Once is enough you made your pont.

In ejn63's defense, he did not double post. It appears to be a quirk of the forum format with regards to solutions. If you read other post solutions you will see the same double post effect occurring.

I'm sorry about your case @Cuong Cuong .

I sent a G15 5511 gaming laptop from USA to Vietnam for my cousin to use (I didn't sell it to her, but just gave her as a gift, and of course I paid customs fees for it when sending it to Vietnam). The ownership and warranty transfer was completed and approved by Dell in Dec 2021. My cousin is the current owner of the laptop legally, and the laptop's warranty location is in Vietnam. Somehow the Technical Support team in Vietnam still blamed that I violate clause 11 of Customers Terms of Sale, and refused the Premium Support warranty of the laptop that my cousin is entitled to even though initially they were willing to help my cousin with initiating an active service request, remote diagnosis and troubleshooting, and even promised that a technician will come to her home to fix the problem when they receive a replacement part. Somehow, in the middle of the process they asked my cousin for receipt, invoice, when the laptop was sent to her, the relationship of the previous owner with her, photos of the laptop which contains service tag number and power adapter, and then they abruptly refused the warranty because they said the laptop was bought in the USA and can only receive warranty in the USA, and it should be used by the original owner in USA only. I felt very frustrated and oppressed, so I asked an agent of Dell Technical Support team in America to escalate to Dell's Compliance department to ask for me if I truly violate Clause 11 in Customers Terms of Sale, and the answer I got from the Compliance team is that I don't violate it. There are many other customers that sent Dell products to other countries for their friends, and family members to use, so in this case they are not the "exporters" who send the products outside of USA for re-sale purpose. If Dell Technical Support in Vietnam want to accuse me of the violation of the Customers Terms of Sale, they must provide the legal documentation from an authorized department of Dell corporate headquarters to state that I have committed such violation, but they don't have such evidence to show to me or my cousin.

Who can forbid a Dell customer to gift a Dell product to a friend or relative in another country? If we're not allowed to do so, then Dell should not even approve any global tag transfer from America to other countries. It's very uncomfortable and distressing enough to receive a defective Dell product, but it is every more disappointing when Dell technical support refuse their responsibility and liability. Dell is a reputable brand, but probably my family member and I will have to change our minds after all the bad experiences with Dell product and the deceptive technical support of Dell Vietnam. Receiving a low quality product from Dell is just one slap on the face, but receiving a kind of unrespectful and dishonest service from Dell Technical Support in Vietnam is truly a second harder slap on the face. Sorry for my blunt words but I don't know how to express it better. Until now the laptop's problem is not resolved even though it's been almost a month since the problem started. Is that how a Premium Support warranty with onsite service should be?

Transferring ownership and transferring a warranty are two separate issues.  Local consumer laws vary from one country to another, as do warranty terms.

This is the link of DELL "warranty and/or ownership transfer":

Ownership Transfer | Dell US | Dell US

It's not 2 separate issues because there is only one process Dell provide for this ownership and/or warranty transfer. The current legal owner of the laptop is entitled to have the warranty of the laptop. For example, if my laptop is stolen or lost, whoever that takes the laptop is not the legal owner of the laptop, and of course in this case Dell is not responsible to help the illegal owner for any technical problems regardless of an unexpired warranty of the product.

The laptop G15 5511 is officially distributed by Dell branch in Vietnam, so it means the engineers and technicians of Dell Technical Support in Vietnam are trained to fix that kind of laptop's model. I understand each country might have different service contract for the warranty, but it is totally unacceptable that they dishonor a valid warranty to the current legal owner. That is a kind of dishonesty, and disservice. I paid about $1000 for the laptop and premium warranty, and unfortunately it's a lemon laptop which was only functional for 3 weeks of use, then Dell Vietnam wants my relative to bring it to their local repair shop to fix and she has to pay out of pocket for everything this time as well as for any other repair requests in the future (probably the cost of repair will exceed the cost of buying a brand-new one). This is not called customer support service, but it is customer harassment service. No customer wants to pay to get a faulty product, and if somehow it happens, the manufacturer should be responsible for repairing it. However, in this case, they refused their liability totally, and instead asked the customer for spending out of pocket for everything even though she has a valid premium warranty which covers onsite service and international warranty where Dell service is available. I'm not frustrated, but I'm beyond frustrated, and I hope you understand the injustice and oppression that both my relative in Vietnam and I have to suffer here.