UNSOLVED
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
