Alienware under Warranty with no Dell Service Tag

Question

Hi All, I purchased a 6 thousand dollar laptop from Alienware.com.au in September of 2009. I have been using the machine since I unboxed it in November, and upgraded as required to Windows 7. 2 Days ago, my machines fans stopped working. As a result of SLI GFX cards in a laptop, it overheated and I cant use the laptop for more than 40 minutes at a time.

When I ring Alienware australia, it directs me to email support@alienware.com.au. When I ring Dell, they tell me I have to email two people from Dell to get a service tag because nobody will touch my laptop without a service tag.

So as a result of buying my 3rd laptop from Alienware, and never requiring any warranty assistance, now that I am in urgent need of fixing my laptop which is used for my profession, I am unable to work out who is responsible for helping fulfill my warranty, especially considering I paid good money for this.

This to me is a serious violation of consumer affairs (not that they care), and furthermore a disgrace to what was a good decent boutique high power machine manufacturor. Alienware may have left behind its blueprint for machines, but there is no customer service.

I really would appreciate any guidance on this, because at the moment I feel sick to my stomach that a company can rip a person off like this. I now have a 6.5 thousand dollar desk weight.

Thanks for your help in advance.

Jarrad

TheRealFireblad · Answer

&#xa0;&#xa0;When I ring Dell, they tell me I have to email two people from Dell to get a service tag because nobody will touch my laptop without a service tag. &#xa0; It's actually perfectly understandable why they need your service tag number before they can help you Jarrad? It's primarily for security reasons... but also so they can confirm you're entitled to free tech support &#xa0; But why don't you have a service tag number?&#xa0; You should've received an invoice with the laptop? Do you not have any other communication from Dell which might include it - i.e. a purchase confirmation email or whatever?

shouah · Answer

If you are looking for the 'standard' DELL label about the service tag, then on my 3 months old Aurora desktop there isn't one either. In my case, Dell support also wanted to know my 'express service code' before accepting my call and it turns out that my desktop didn't have that label either (nor did any of the invoice/receipt I had). On the back of my desktop there is a weird looking white label that look more like a packaging UPC tag than anything: the code there turned out to be my service tag. I had to jump throught several DELL phone numbers until someone could determine my express service code based on my exisiting invoice and the service tag. Once I had the express service code, then I finally got DELL to accept my support call. Well, my workplace only uses DELL computers and our helpdesk is outsourced to DELL: I can tell you from first hand that my Aurora did not have any of the DELL labels on it. Those I spoke to at DELL couldn't figure out why either. Check to see if you have that UPC-looking label...

TheRealFireblad · Answer

&#xa0;&#xa0;The problem is not with my own intelligence &#xa0; Nobody is suggesting it is&#xa0; But I'm still interested to know... &#xa0; &#xa0;&#xa0;... why don't you have a service tag number?&#xa0; You should've received an invoice with the laptop?&#xa0; Do you not have any other communication from Dell which might include it - i.e. a purchase confirmation email or whatever?

im_lost · Answer

I am pretty sure my Aurora has the ST in the BIOS somewhere as well as the label on the front.

Hiddenone · Answer

I have checked the BIOS and read every code to the Dell service rep I have found in my box and on my machine.

The problem is not with my own intelligence, but the manufacturor and the process they follow.

Hiddenone · Answer

My invoice included my Alienware order number....... that is it.

When I ring alienware USA, they tell me that the order number is valid, and they bring up my details, but they do not give me a service number.

Since posting, I have received an email from a Dell employee.

An email address has been set up for all pre-dell alienware machines. anzlegacysupport@Dell.com

Send the details below to them;

Address :

System Model :

Issue Description :

AW Account Number :

AW Order Number :

EMAIL:

"To answer the questions you raised on the attached email, normal process for service right now is that should parts replacement be necessary, the parts will be sent directly to you.

If an Onsite tech is required to install the parts, Once you have received the parts, the Miami team will contact my team to create a service call to send a local tech over and perform parts replacement.

Since our Onsite partners are not trained on legacy AW systems as well, we will ensure that they have a copy of the teardown instructions with them. "

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Its pretty ridiculous that I have to repair my own machine, after buying it brand new 2 months ago. What kind of drugs are Dell and Alienware on? I am in Australia, and there is now no support for Alienware machines in Australia.

DELL-Chris M · Answer

I want to look up the information. Send me the following in a private conversation (Click my name, click Send a Message) -Name:Email Address:Shipping address:Phone number:PC order number:

Locked Topics – Alienware General

Alienware under Warranty with no Dell Service Tag

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