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August 24th, 2014 03:00
customer Service for Alienware
To whom it may concern,
I'm sorry but I am unable to find a feedback form or customer support inquiry e-mail and thus have sent this to e-mails and contacts which may be relevant to this issue
Having bought a Dell XPS many years ago and being very pleased with its customer support service in Malaysia and the UK, and being a big supporter of Dell services, I had decided to buy an Alienware Laptop which I am currently using for less than 2 years.
My Alienware Laptop has recently given me some trouble and over the past week, I had been in need of your technical support services but unfortunately Japan Tech support has proven to be very disappointing. Below, I have recorded the detalis and communication between me and Dell Japan:
8/20/2014 18:02
Called Dell Malaysia for tech support as my Alienware was purchased in Malaysia. I was informed to contact Dell Japan tech support for assistance on my problem as I currently live in Japan. I was told that my machine is still under international warranty and I would be able to get help from Dell Japan.
8/21/2014 ~8:00
Called Dell Japan for tech support. After explaining the problem, I was informed that due to my Alienware having been purchased in Malaysia, I will need to apply for a Unit Location Transfer (Warranty Transfer) if I want to get my computer serviced in Japan. I was given the link for the unit location transfer application via e-mail.
8/21/2014 ~19:30
Having received an e-mail from JPTag@dell.com on 8/21/2014 at 16:51 confirming that the Unit Location Transfer has been completed, and verifying that I could access tech support via the internet in Dell Jp site, I called Dell Japan for tech support once again.
I was once again told to apply for the warranty transfer as informed in the morning.
I told the tech support in charge that I have already done so and received a letter confirming the completion.
He told me that I will received another confirmation letter.
Confused by this as my skill in the Japanese language is not very good, I double checked the given unit location transfer link and the instructions that tech support had told me to do to make sure I am not making a mistake.
8/21/2014 ~20:00
I called Dell Japan tech support again to clarify that I have already received the confirmation of completion of the Unit location transfer. I was informed that it will take at least 7 business days the transfer is not that fast.
8/21/2014 21:16
Thinking that I had made a mistake, I e-mailed JPTag to verify this confirmation.
8/22/2014 8:57
Received E-mail from JPTag confirming that the transfer is in actual fact completed and JP tech support could help me if I need it
8/22/2014 15:52
Called Dell Japan technical support once again. After explaining the problem once again, I was asked whether the computer could turn on even after explaining simply that I get a black screen after reach windows startup and that I am still able to get into safe mode. I replied, yes I can turn it on.
I was then asked whether there is power to my computer. I replied, yes there is power
I was then asked where I had purchased the machine from. Which I then replied: from Malaysia but I was told to do a warranty transfer because of this.
I was then informed that I am unable to get any support service from Japan as my machine is purchsed from Malaysia.
I asked why then would tech support request me to do a warranty transfer?
She replied "I don't know, but we cannot service your computer as it is purchased in Malaysia"
End
I am confused as to why I was told to perform a unit location transfer only to be refused service of my Alienware after following the instructions. I am now unsure on what I have to do to get my laptop fixed except to fly back to Malaysia to specfically request for tech support there.
Ironically, I have had told most of my colleagues who want to purchase laptops to go for dell because of their great customer support but it seems that I may have to eat my own words.
Although I have had alot of faith in Dell's customer service for many years, the service in Dell Japan is appalling and I am curious as to whether you treat all your international customers similarly to what I've experienced.
I had bought an Alienware laptop because i was confident that if something were to go wrong, Dell would support its high end products and now I currently have a very expensive less than 2 year old brick still under warranty sitting in my room unable to perform any graphic based task.
With all due respect, I hope this e-mail reaches the appropriate people as I am very displeased with how Dell Japan support has treated this issue and I hope that I could at least get an answer or solution to how to fix my laptop before my warranty ends without having to travel back to Malaysia specifically for a laptop fix.
Regards,
TJ Beh
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Milena M458
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August 27th, 2014 15:00
Hello Torkuda!
I apologize for all you have being through, in that case I will recommend you to wait 7 business days that it normally takes for system to transfer the warranty location and then call the technical support site they should be able to assist you unless the revision of the computer you have was not sold originally in Japan.
Torkuda
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August 28th, 2014 07:00
Thank you for your reply but I'm afraid based on what I've written previously, your advice does not really answer the issue at hand.
Perhaps my e-mail was not clear enough or it was excessively long.
1. The warranty transfer was already completed on the first day but was not recognized by tech support japan.
2. I checked on whether it was my mistake with customer service Jptag, which they had replied it was already complete
3. I called tech support which they then replied that they cannot fix my alienware which is still under warranty. I was denied service due to the machine being bought in Malaysia
If this is the case, buying a high end laptop such as an Alienware with an international warranty seems rather moot seeing that parts are not available internationally in less than 2 years. At least when I had bought an XPS' in Malaysia years ago I was provided service back in the UK after 3 years of usage. Although unfortunate and disappointed with the lack of service in this aspect, my main concern is:
- Why was I requested to do a warranty transfer only to be denied service. If the computer can't be fixed in the first place, why was it necessary to change my warranty? The run around, delays and additional costs on an international phone line and lack of assistance or suggestion from tech support has made me lost quite a bit of faith to be honest...
My only solution seems to be to probably have change my warranty back from Japan to Malaysia, fly back from Japan to Malaysia for the sole purpose of getting my computer fixed, thus making an international warranty rather pointless.
However, seeing that my computer is still under warranty and Japan has no parts and no suggestions except having me spend thousands of dollars just to fly back and forth to fix a computer, I'm now considering a refund on my computer as it has not even lasted through the alotted warranty time.
With the above elaborated properly, do you have any other suggestions I might try to get my computer fixed?
Milena M458
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2.7K Posts
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September 2nd, 2014 15:00
No you will need to talk with them directly so they can provide you an adequate solution.
Torkuda
3 Posts
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September 4th, 2014 00:00
Thank you for your succinct and rather 'apt' reply on my problem.
Although unfortunate that Alienware support is unable to provide any further support or advice on this situation, I thank you for you time.