2Ez4Cy
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Alienware LCD screen

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I have a 1 year old Alienware 17 R2 that has a broken/problematic LCD screen -- the colors are faded and there are violet spots all over.  I'm sure that this is a hardware issue (LCD screen) because when I connect it on an external monitor/TV, the display is okay.

My laptop is still covered by the warranty.  I purchased this in the US and moved it here in PH -- where I am based.  

How do I get support or claim warranty?  I've already did the "transfer of ownership" online, contacted several Dell Support channels (including the one in India), but I've been passed from one to another without getting help.

Who do I need to call or email so that someone can help me?

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2Ez4Cy
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RE: Alienware LCD screen

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Anyway, the LCD was replaced yesterday by a Dell-accredited technician and the display is back to normal now.

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RE: Alienware LCD screen

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Hi 2EZ4CY,

If the screen is physically broken, then it would not be covered under warranty, unless you have accidental coverage purchased with the order. 

When you say PH, do you mean Philippines?  If you could send me a private message with the service tag of the system and your contact details, then I could check and confirm if the warranty transfer has been complete to your current residing country or not. And we could also confirm your warranty info.

Could you also write a detailed description of the issue? Also, post a screenshot of the issue?

You could choose to contact us via this forum or via Twitter - @AlienwareTech or Facebook - http://bit.ly/1Ss1Kus

Keep us updated.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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2Ez4Cy
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RE: Alienware LCD screen

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Hello Rishi,

PM sent.  I'll send a picture here later when I'm in front of it.

Regards,

Cyrus

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2Ez4Cy
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RE: Alienware LCD screen

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Here's a picture of the issue.  Notice the difference between the quality of display between the TV and the monitor itself.

Note:  There's no physical damage on the laptop's monitor.  

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2Ez4Cy
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RE: Alienware LCD screen

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Hello Rishi,

Additional pictures and information have been sent to you via PM.  Please have someone contact me in order to process my warranty claim.

Thanks!

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RE: Alienware LCD screen

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Even if you have the warranty transferred, it's not going to cover the screen replacement - this is impact damage to the LCD itself, which will be considered accidental damage.

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2Ez4Cy
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RE: Alienware LCD screen

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@ejn63:  how can it be considered an accidental damage if there's no physical damage whatsoever on the LCD or even on the laptop itself?

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2Ez4Cy
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RE: Alienware LCD screen

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Anyway, the LCD was replaced yesterday by a Dell-accredited technician and the display is back to normal now.