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January 12th, 2021 02:00

How to return a faulty machine

I am in the UK but ordered a laptop for my nephew in Alabama in December. It worked fine for a month then on Saturday, he went to power it on and nothing happens. The light on the power supply is on. I told him to try a hard power down by holding the power button for 20 seconds. Still nothing happens.

I assume it is faulty and needs to be repaired and it is still under warranty. I have looked and looked but I cannot find any way to return it via the Dell website. While searching, I did see the form to be printed off and enclosed with a return but no return address or instructions beyond how to package it up.

I have bought 7 or 8 Dell laptop over the years and they are fine when they work. However, it seems the return process is totally opaque/obfuscated. Can anyone tell me what to do?

Thank-you.

Julius

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January 12th, 2021 04:00

Start by calling the Dell US support number.  You must do basic troubleshooting before a warranty repair is scheduled.

1 (800) 999-3355

If the system was shipped from the UK to the US, the warranty will need to be transferred first - which in turn will require onsite service having been purchased.

https://www.dell.com/support/assets-transfer/us/en/04/#/Identify

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