Help Me Choose: Warranty Options

 

Alienware Support

Alienware Robot ArmsEvery new Alienware laptop comes with a Limited Hardware Warranty* that's included for the first 12 months.

For an additional fee, you may add Premium Phone Support and extend the length of protection for up to four years.

Alienware Basic Support includes:
1-year In-Home Service After Remote Diagnosis*

Alienware Enhanced Core Support includes:

1, 2, 3 or 4 years of In-Home Service After Remote Diagnosis* and Premium Phone Support
 Alienware Basic SupportAlienware Enhanced Support
In-Home Service After Remote Diagnosis*YesYes
AlienContactYes Yes
Hardware CoverageYesYes
Battery Limited Hardware Warranty* for one yearYesYes
Premium Phone Support with Gaming SupportNoYes
 
Alienware WarrantyWe want to ensure that you have all the information you need to make a smart decision about the level of service you want. By now, you're familiar with each service plan's principal features. But we know that sometimes you just might want to know a little more. Below you'll find detailed information about each service Alienware offers.





Feature Details

AlienContact
The AlienContact program gives Alienware Support representatives the ability to control your computer for troubleshooting purposes. Utilizing this tool, support representatives can analyze the configuration of your system, view and edit your files and registry, and view and comment on your screen, all under your supervision. You decide what we see, where we go and what we do. It's like we're right there with you, but we're not.
In-Home Service After Remote Diagnosis*
Remote Diagnosis is determination by online/phone technician of cause of issue, and may involve customer access to the inside of system and multiple or extended sessions. If issue is covered by Limited Hardware Warranty and not resolved remotely, technician and/or part will be dispatched, usually in 1 or 2 business days following completion of Remote Diagnosis. Dell sells the following In-Home Service: Dell In-Home Service provided by Dell Marketing L.P. and, through TWG Innovative Solutions, Inc. (TWGIS), In-Home Service that is provided by National Product Care Company dba Texas National Product Care Company, Inc. (in TX), Service Saver, Incorporated (in AZ, FL, OK and WI), and National Product Care Company (in remainder of U.S.). Third parties may be used to deliver the In-Home service. Availability varies. Other conditions apply. For complete details about In-Home Service, visit Dell.com/servicecontracts
Battery Replacement
All Alienware laptop batteries come with a one-year Limited Hardware Warranty.* Increasing the number of years of your Dell service plan does not extend your battery's Limited Hardware Warranty beyond the initial year. Replacement batteries are available for purchase at www.dell.com/battery
Hardware Coverage Versus Software, Networking and How-to Coverage
Alienware service plans protect your computer purchase from hardware problems. All Alienware service plans (Alienware Basic and Alienware Enhanced Support) available in the U.S. include hardware coverage by the Dell manufacturer Limited Hardware Warranty,* service and support coverage for the term indicated on your invoice, which you selected at the point of purchase (one-year, two-year, three-year or four-year). For more information about what is covered by your Limited Hardware Warranty*, please go to www.dell.com/warranty* 

A copy of your service contract(s) can be found here. If you have questions about which of these service contracts is applicable to you, please consult your invoice. A copy of your invoice can be requested here. Issues or services such as computer setup, usage, internet configuration, software, home networking, data transfer and backup, how-to, education, email setup and OS installation support are not covered by your Limited Hardware Warranty, technical support or any of the service plans. Free self-help assistance is available 24x7. Alienware continuously works to improve this support website. In case you require additional assistance solving any of the issues mentioned above, Alienware has highly capable professionals ready to assist you for a fee. Additional information on Alienware fee-based services is available at Alienware.com/gamingservices

Premium Phone Support — With Premium Phone Support, you’ll get 24x7 access to “how to” support from a dedicated Alienware advanced technician for operating system and common software applications, plus assistance related to anti-virus setup, data transfer, data backup and wireless network device setup. Whether the software is preinstalled or purchased separately from Dell.com, we can help.

Gaming Support:
Help in game repair and troubleshooting and game installation. Troubleshooting includes distorted image/audio/video playback issues, game freezes, error messages and driver update issues. Basic gaming peripheral setup is also included.

Get expert support: Speak to a dedicated Alienware advanced technician, available 24x7.

Faster call answering times
than standard phone support.

Getting started with anti-virus: Let us help in setting up your anti-virus software and scheduling automated scans. Excludes virus or spyware removal.

Need help with your operating system? Alienware can help you restore your system back to original factory settings.

Connect your computer to existing networks: We’ll help you with wired or wireless networks. Excludes setting up a new network.

Connect your peripherals to your computer: Assistance helping you connect a printer or peripheral to your computer. Excludes advanced Bluetooth® or WiFi connections.

Need help with data transfer or backup? We provide you simple “how-to” instructions to transfer files to your new computer or perform data backup.

Software assistance:

  • “Step-by-step” support for Dell-branded software.
  • Simple “how-to” instructions for software applications in the following categories: browser, email, productivity, financial, internet browser, photo/video editing, DVD or PDF creation, and software such as Windows 7, Microsoft® Office, McAfee® Antivirus, Quicken, Adobe® Photoshop.
  • We will help you install, uninstall and reinstall all other software purchased from Dell not listed in above categories.
Alienware ServiceGot a question?
We've taken some of the most frequently asked questions about our services and posted answers below for your convenience.




Q. Does my Alienware computer come with a hardware warranty?

A.
Yes, every Alienware system comes standard with Dell's 12-month Limited Hardware Warranty*. For laptops, Dell provides 10–14 day Mail-In Repair Service After Remote Diagnosis option. Please select one of the Dell service plans in order to obtain In-Home Repair Service After Remote Diagnosis*. This Limited Hardware Warranty covers defects in materials and workmanship in your Dell-branded hardware products. Your Limited Hardware Warranty* covers all of the component parts on your system, including, but not limited to, the motherboard, hard drive, LCD display, optical drive, graphics card, processor, touchpad, power supply and fan assemblies. For more information about what is covered under your Limited Hardware Warranty*, please go to www.dell.com/warranty
Q. I don't want to spend the money now; so is it possible to buy an Alienware extended Limited Hardware Warranty* and service plan later?

A. Yes, you may upgrade or extend your Alienware service plan at a later date, but you must do so prior to the expiration of your Limited Hardware Warranty*. Alienware recommends upgrading now in order to take advantage of the lower prices offered at the time you purchase a new system.
Q. What if I need additional support such as computer setup, usage, internet configuration, software, home networking, data transfer and backup, how-to, education, email setup and OS installation?

A. Free self-help assistance is available 24x7. Alienware continuously works to improve its website. In case you require additional assistance solving any of the issues mentioned above, Alienware has highly capable professionals ready to assist you for a fee. Additional information on Alienware fee-based support services is available at alienware.com/gamingservices
Q. What if my Alienware product is out of warranty? Am I still able to have the product serviced by Alienware?

A. Yes, Alienware is able to service most out-of-warranty products. Please know you will be required to pay a fee for the diagnosis and resolution. If Alienware's Remote Diagnosis professional determines that your product has a hardware issue, then you will be responsible for the purchase of all replacement hardware. Rest assured that Alienware stocks the spare parts for almost all out-of-warranty problems. From memory to hard drives to LCD displays, Dell has you covered to replace your out-of-warranty hardware issues. Your Alienware Remote Diagnosis professional will help you with your purchase.
Q. What if I need technical support while I am traveling internationally?

A. If you are traveling with your laptop system, assistance is available for selected portable systems. For more information on the Dell International Service Program, refer to the following link: International Service Program.
Q. Does this coverage extend to the peripherals in my home such as my printer, internet router and so on?

A.
 Alienware Limited Hardware Warranty*, service and support extend only to Alienware-branded peripherals. Alienware service plans do not extend to protect the hardware and setup of third-party peripherals. Alienware's Remote Diagnosis professionals will assist you to validate whether your computer's internal components are working and are enabled to connect to your printer, internet router and other materials.
Q. What does Remote Diagnosis* mean?

A.
Remote Diagnosis* is a determination of the cause of your issue by an online/phone technician and may involve customer access to the inside of system and multiple or extended sessions. If the issue is covered by the Limited Hardware Warranty* and not resolved remotely, depending on the service plan in effect, either a dispatch to a Dell depot facility will be arranged for your system or a technician and/or part will be dispatched to your home or office, usually in one or two business days following completion of Remote Diagnosis. Availability varies. Other conditions apply. For complete details about your service plan, visit www.dell.com/servicecontracts
Q. I'm confused by the term "Repair Services."  What does this mean and how exactly does this work?

A.
If Alienware determines one of your computer components needs repair, then "Repair Services" refers to the manner in which your computer will be fixed. For easy repairs that you can do on your own, Alienware will simply send the part to you by mail and you will be required to return the defective part to us in the included return packaging within 10 days of your receipt of the replacement part. For complex repairs, Alienware will either repair your computer at a depot facility or in your home/office. If you have the 10–14 day Mail-In Service After Remote Diagnosis* option, then Alienware will send you the materials and postage necessary for you to box your system and send it to one of the Dell depot repair facilities. If you have selected any of our service plans, then Dell will send the repair part directly to a field technician. The field technician will then call you to arrange an appointment for your In-Home/office repair. Before you ship any product(s) to us, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). Remove any confidential, proprietary or personal information and removable media such as floppy disks, CDs or PC cards. Dell is not responsible for any of your confidential, proprietary or personal information, lost or corrupted data, or damaged or lost removable media.