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m18 R2, warranty has been refused by the support service
Alienware m18 R2
I bought an Alienware m18 R2 laptop two months ago. Noticed a month and a half ago that the SD Card reader was not working. I immediately contacted Dell support who told me after 1 month that my problem was not covered by the warranty. However, I have read all the warranty conditions and my problem is covered by the warranty for the new product. I am very surprised by the response from DELL support service. What recourse do I have left?
ejn63
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July 19th, 2024 11:45
You'll need to provide the reason they gave for not covering the warranty. Commonly, it's either physical damage to the part (i.e., user caused) or it's a warranty that either was invalidated to to exporting the system from the market of purchase, or having purchased the system through a third party.
MustAlienUser71
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July 19th, 2024 12:01
The reason given by the service support was a damage :
I inserted a SD Card into the SD Card reader and it was not detected. I took it out and inserted it again. The SD card was still not detected. When I wanted to remove it, it got stuck in the SD Card reader. I had to insist on removing the SD Card. Looking into the SD card slot with a camera, I noticed that there were bent tabs inside.
I sent them the photographs and the warranty was refused due to damage.
The SD Card is SanDisk brand and complies with the MicroSD/HC/XC Adapter standard, and I made no handling errors.
I tried the SD Card on another Dell brand laptop, an Inspiron 16, and the SD was detected and I was able to remove it without problem.
So the SD Card reader has not worked since receiving the computer and in addition a hidden defect was present in the reader which made it inoperable for use.
However, the warranty states the following text:
“Premium Support does not include the following services: Repair of exclusively cosmetic damage or defects in Supported Products that do not affect the operation of the device”
However, the defective SD Card reader does affect the operation of the device, so I would be entitled to the warranty.
MustAlienUser71
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July 19th, 2024 14:08
I just had a discussion with the chat support service, and that's what they answered :
Dell :
As I checked with my internal team, this defect that has been declared is not covered by the legal warranty or the one you bought with the PC (1Y Premium Support and Onsite Service Upgrade). It is physical damage that requires insurance.
Me :
But what about the Dell warranty that's saying :
“Premium Support does not include the following services: Repair of exclusively cosmetic damage or defects in Supported Products that do not affect the operation of the device”
Dell :
This issue is categorized as cosmetic damage, which is not covered by the warranty. I sincerely apologize for any inconvenience caused.
Conclusion :
The SD Card reader is considered by Dell to be a cosmetic feature that's not covered by the warranty.
That's all folks...