Dell ProSupport - Request Warranty and Ownership Transfer!

[RodneyVikens]

SOLVED: See Post #4. Hope this is helpful to future buyers and sellers. Cheers!

This is currently what I am experiencing and awaiting a solution as well as hoping it is helpful to others in the future. Currently this is a NOT a BAD BUY post as I am still trying to resolve this with all parties in private as well as trying to see what solution Dell Support can give me. I am desperate as I do not have funds for another workstation as they are extremely expensive.

Advice is highly appreciated should you have experienced a similar issue with Ownership Transfer where part replacements did not solve the issue and how to get the previous owner's information should a seller not be able to provide this or what steps to take.

I will post an update should the issue have been resolved. But I still believe this will be helpful to know for future buyers.

Generally, if your dell machine comes with Onsite Warranty Support I was told Dell will honour the warranty and all you need is the Service Tag of the device.
However, this only covers parts replacement and software support depending on the warranty. It seems you can also buy extended warranty by using the Service Tag.

After multiple board replacements under ProSupport warranty, dell needs to consider a swap exchange and asked to confirm ownership of the device or complete the simple Asset Transfer. Support response:

Your request is currently under swap exchange review due to multiple failed dispatches. The machine is currently registered to another organization and this needs to be resolved prior to any swap considerations

This is usually the next logical step after major part replacement fails to resolve the issues on the machine completely. We look at replacing the machine, pending an outcome from our senior technical team.

Please use the below link to transfer ownership of the machine and revert back with the reference number generated after submission.

Ownership Transfer | Dell South Africa

www.dell.com

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In order to complete the Asset Transfer, You will need the previous registered owner's Company Name and ZIP/Postal Code to do this transfer.

You may request a warranty and/or ownership transfer if you:

• Purchased or received a new or used Dell product
• Sold or given away your Dell product
• Moved to another country and need coverage in that region
• Request permanent address change for your Dell product with a service tag
• Own a product manufactured by a company that Dell has recently acquired

Note: Dell understands that ownership transfer is important to our customers. Dell reviews each request. It will take some time to process.

And then to future buyers, please make sure you do an Asset Transfer and request the information from the Reseller when buying a Dell Machine to avoid ending up with the same dilemma I have right now. Warranty is not only tied to the service tag should part replacements not solve the issue.

Edit: See Post #4 to help find registered owner information should that not have been provided by seller

Cheers!

 

[Yaz0786]

I've done a warranty transfer previously. Never had an issue. As long as you have the previous owners details it goes smoothly. Even had them replace a keyboard on the same machine a while later, and they did it no questions asked.

My most recent experience was buying an Alienware laptop in the US then transferring the region to SA. Again, no issues. Had them out twice for minor issues and they sorted it out.

I must say Dell has the best customer service for on site call outs. Their techs however are another story. They use a 3rd party company and the techs are idiots. One moron broke the clips on the cover then tried to blame it on me, so watch them like a hawk. İf they don't like it, tough shit.

 

[yourang]

We all know where most 2nd hand dell pro support laptops comes from...

 

[RodneyVikens]

As long as you have the previous owners details it goes smoothly

This is the issue. Seller does not have this info.

However, some positive news. Seller has said to look at the Dell Service Reports after a dispatch has been done and completed. Dug through my emails and On one of the report is a company name that looks like to be it.

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Note to sellers! Please make sure you have the previous registered owners info (Name and Postal Code) when selling a laptop, it will give us less grey hair!

Note to buyers, please make sure you request this info before you finalise sale if it is something you are concerned about. Generally a Service Tag is all you need for most cases I think, but should that fail you will need a bit more.

Let's hope for the best! Waiting for Dell to respond.

 

[RodneyVikens]

We all know where most 2nd hand dell pro support laptops comes from...

We do?

 

[zakk]

Ye, so the seller is responsible to know that Dell warranty is not valid unless transferred and company has to accept the request to transfer the asset.

Yes we do, these are often corporate machines that fell off the truck - at least in S.A. - why would a company replace a machine under warranty? They are trying to lower CTO, not increase cost.

 

[RodneyVikens]

Yes we do, these are often corporate machines that fell off the truck - at least in S.A. - why would a company replace a machine under warranty? They are trying to lower CTO, not increase cost.

I hope this is not the case and not the impression I got and never crossed my mind. I do find it concerning that the reseller does not have this info.

Resellers, is it normal for you not to have the owner information of the Dell computers you sell with ProSupport?

I do think I am ignorant with regards to this as it is my first expensive machine bought on Carb and my first experience with Dell Support where a transfer of ownership has been requested.

 

[maq_]

We all know where most 2nd hand dell pro support laptops comes from...

Where?

 

[RodneyVikens]

I've done a warranty transfer previously. Never had an issue. As long as you have the previous owners details it goes smoothly. Even had them replace a keyboard on the same machine a while later, and they did it no questions asked.

Do you request the previous owner's details and transfer of ownership before finalising a sale?

 

[Yaz0786]

Do you request the previous owner's details and transfer of ownership before finalising a sale?

When it's Dell, yes, I've initiated the transfer at the time of sale, so that if I do run into trouble the seller is still available easily. Sellers tend to reply more easily when the sale is still not concluded, so I use that to my advantage.
That said the guys I've dealt with were upstanding Carbies, so I didn't expect any issues anyway.

 

[Yaz0786]

Do you request the previous owner's details and transfer of ownership before finalising a sale?

Where the difficulty comes is if you're buying from a reseller. The times İ bought it was owner to owner, which makes it easier.
Sorry for the frustration you went through.
But now that you've done it, you'll see that Dell's aftersales service really is outstanding.

 

[RodneyVikens]

When it's Dell, yes, I've initiated the transfer at the time of sale, so that if I do run into trouble the seller is still available easily. Sellers tend to reply more easily when the sale is still not concluded, so I use that to my advantage.
That said the guys I've dealt with were upstanding Carbies, so I didn't expect any issues anyway.

Well I bought from a well-known seller (reseller) with 100% rating, never had an issue and always responds to queries and accommodating. I was told that a Service Tag is all one needs for ProSupport warranty. So never crossed my mind that a transfer of ownership is needed and I am sure in most cases is not needed. Definitely something I will keep in mind for future reference. But I am concerned about @zakk 's comment.

 

[Yaz0786]

Well I bought from a well-known seller (reseller) with 100% rating, never had an issue and always responds to queries and accommodating. I was told that a Service Tag is all one needs for ProSupport warranty. So never crossed my mind that a transfer of ownership is needed and I am sure in most cases is not needed. Definitely something I will keep in mind for future reference. But I am concerned about @zakk 's comment.

Maybe it's because it was a company laptop? I've never had an individual owner need to approve the transfer request🤷

 

[RodneyVikens]

Maybe it's because it was a company laptop? I've never had an individual owner need to approve the transfer request🤷

I am not sure. Anyways, I am not going to borrow trouble. Will see if Dell approves the transfer of ownership and take it from there.

 

[solz]

This really depends I believe. Most of us don't do the registration of new laptops we get and in those cases would not really need ownership change. So believe in case of some corps and govs that these machines would be registered to them with the pro support or something.

 

[Scrooloose]

I made similar comments a few months ago and the resellers were not pleased.

 

[RodneyVikens]

Ownership transfer was successful using the info in post #4 and ProSupport can now continue with the process.

This is the issue. Seller does not have this info.

However, some positive news. Seller has said to look at the Dell Service Reports after a dispatch has been done and completed. Dug through my emails and On one of the report is a company name that looks like to be it.

Note to sellers! Please make sure you have the previous registered owners info (Name and Postal Code) when selling a laptop, it will give us less grey hair!

Note to buyers, please make sure you request this info before you finalise sale if it is something you are concerned about. Generally a Service Tag is all you need for most cases I think, but should that fail you will need a bit more.

Let's hope for the best! Waiting for Dell to respond.

 

[RodneyVikens]

I made similar comments a few months ago and the resellers were not pleased.

This is not a negative post though and helpful to both Buyers and Sellers as a "for your information", especially first-time buyers of ProSupport Dell machines.

 

[RodneyVikens]

Thought I'll post an update.

60 days and counting so far on the ticket and a broken Workstation Laptop with Dell Pro Support. Dell escalated to upper management and said I can wait up to 8 weeks.

Edit: Dell Responded and will replace the broken machine.

 

[RodneyVikens]

Another thing to check when you buy a laptop with Dell Pro Support is to make sure the charger you received with the laptop is the ORIGINAL charger supplied with the Laptop. Dell will ask for a Photo of the Charger next to the Laptop.


"Kindly provide the below request to further verify possession of the machine.

1. Capture and provide a clear photo of the entire ac adapter, all the cables must be visible.

2. Handwritten note with name, date, time, and the case number next to the physical Service Tag sticker on the machine and/or serial number on the ac adapter itself.

3. QR or Barcodes that are physically affixed to the system or part
Both ends of the cable and PPID should be visible."

 

[RodneyVikens]

But now that you've done it, you'll see that Dell's aftersales service really is outstanding.

So far it has been absolutely frustrating in terms of turn around time and waiting for a solution.

Edit: I think what I've learned from this is to eventually have a backup machine (two machines) to assist for the downtimes as it can take couple of months.

 

[RodneyVikens]

Dell Responded and decided to replace the broken machine. Was quite a stressful and time consuming process, Looking forward to finally have this solved.

Hope this thread is helpful to others when purchasing a Dell ProSupport machine and the warranty process.