Swearing By-At Dell

7:10 PM update to my previous post Count on Dell to Fail During a Crisis:

I phoned Dell Customer Service 1-800-456-3355 about my warranty problem. It cost me $115. + tax to transfer my US Next Day Service Business Warranty to an International Israeli warranty through the end of my current contract (Feb 23, 2010) – I could have paid $266. to extend it through 2011, but I’m not feeling overly confident with Dell right now – nor do I have extra money burning a hole in my pocket.

Rachel in Dell’s Services and Asset Management department in Nashville, TN was helpful. I learned that before one goes to a foreign country for an indefinite period of time, Dell recommends transferring the service tag to the new country. It takes approximately 90 days for them to complete the process, but supposedly you can use the service right away.

In order to accomplish this, I was told to complete the online International Warranty Transfer form. I began filling it out but couldn’t complete it because when I reached the country selection box, I discovered that Israel isn’t in the list! Under the country box, I was directed to use the links in the Other Resources section of the page. From there I found:

When relocating systems into or between EMEA (Europe, Middle East and Africa) Indirect countries (both DBS and non-DBS countries) the Tag Transfer Request Form must be completed and submitted to: EDB_Dell_Tag_transfer@dell.com

The EMEA Indirect Countries Tag Transfer Request form can be downloaded from the following link: http://www.dell.com/globaltagtransfer (which takes you right back to the page that didn’t work!) You really need to go HERE to download and complete the Microsoft Word form. Then you need to send it via e-mail to EDB_Dell_Tag_transfer@dell.com

Processing time for tag transfers into or between EMEA Indirect countries is 10 business days (the fine print indicates it could take many, many months).

I advise you to read the EMEA Indirect countries Tag Transfer Policy and Process before paying for the warranty transfer because it contains statements such as:

  • There will be no charge to customer for the cost of the part, however the in-country Dell service partner will charge for labour and administrative costs associated with the repair and/or the part exchange
  • In-country Dell service partner may offer chargeable service uplifts, for example – collect and return service or on-site service. The fee to uplift from the standard Parts Only service is payable by the customer to the in-country Dell service partner / distributor and the service will be delivered by the in-country Dell service partner
  • The repair time or exchange time is not guaranteed

You’ll need to evaluate what you paid for your computer vs. the cost of the international warranty price. And take a look at the list of Authorized Dell Resellers and Service locations in Israel. The two in the Jerusalem district (where I live) are Palestinian (i.e., Arab) owned – not an option in my book as I’m one of those right-wingers who refuse to support the terror machine. And I certainly wouldn’t trust them with my computer anyway. The next closest are in Tel Aviv and Herzliya Pituach – a few hours away from me by bus (we don’t have a car yet, but maybe when Michael gets a job…). I’ve sent off e-mails to them asking for details of their warranty repair service, along with any potential costs to me.

I used to swear by Dell computers, now I swear at them!

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