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Support denied due to missing ownership transfer
Hi,
I have purchased a Dell laptop from eBay in July this year.
Now I'm having a problem getting support from Dell because I am unable to transfer ownership/warranty under my name.
After I purchased the laptop, I bought an additional 2 years onsite warranty license (I was eligible at that time).
Before I did this, I explicitly asked the representative via email if it could be a problem I don't have proper/sufficiant ownership details.
She answered this wouldn't be a problem, because warranty upgrades refer to the laptop, not the owner.
After four months, my touchscreen stopped working. I called the Dell support and spent one hour on the phone. Finally the support team opened a case and promised to exchange the faulty part.
Next, the support called back and said they don't have any replacement part available anymore for this model, so they only can offer me to provide a replacement machine.
To do so, they would first need to me to do an ownership transfer.
I did this with the purchase information I have from Ebay, but the transfer has been denied - although I provided all information including the address of the recent seller and proof of purchase.
I haven't receieved any specific information on why the ownership transfer has been denied, but I noticed the Ebay seller's country of residence differs from the original seller.
Now I am stuck. I clearly wouldn't have purchased the additional warranty licencse if I would have known this warranty is practically useless. Right now it looks like I just wasted a lot of money.
Could someone please help me? Thanks!
<To protect you, your private information was removed from public view. All private data was saved to your private Case. DELL-Admin>
(edited)
You bought a used 3rd hand computer and should have notified Dell you were the new owner. You then would have found out that you could not assume the warranty if you bought from a 3rd party not the original owner. Not much you can do but file a complaint with Ebay. They will have the info of the sale and will accept a complaint but probably cannot do much else. It's over 6 months. The seller might not even be on the auction site anymore.
When you contacted Dell for warranty repair I'm sure they assumed you were the original owner unless you told them you were not. The transfer you submitted was most likely denied because application has to identify the original owner and have a US address. He or she is still the registered owner.
I too wish you had not purchase the extended warranty.The best and only time to buy an extended warranty is to buy it when you order a new computer.
I am a user like you and feel your pain.
edit- Try posting all the info about the touchscreen in the support forum for Laptops. This problem comes up often there. You might be able to solve the problem yourself as long as the laptop is working ok otherwise. It might ease the pain. Include the model computer and operating system and what you have already tried with the help of support.
@Mary G wrote:
You bought a used 3rd hand computer and should have notified Dell you were the new owner.
I did. Still they sold me the warranty. The Dell contact even admitted she has made a mistake. It is a bit disappointing, because I otherwise would have not bought the machine perhaps.
@Mary G wrote:
Not much you can do but file a complaint with Ebay. They will have the info of the sale and will accept a complaint but probably cannot do much else. It's over 6 months. The seller might not even be on the auction site anymore.
Why would I contact Ebay? I have all information about my (private) seller including address and name. The problem is the data doesn't match with the original (business) seller in Dell's database.
@Mary G wrote:
When you contacted Dell for warranty repair I'm sure they assumed you were the original owner unless you told them you were not.
Nope, I was told diffently when buying the warranty.
@Mary G wrote:
The transfer you submitted was most likely denied because application has to identify the original owner and have a US address. He or she is still the registered owner.
Yes, I believe so too.
@Mary G wrote:
I too wish you had not purchase the extended warranty.The best and only time to buy an extended warranty is to buy it when you order a new computer.
Well, I would have appreciated if Dell's sales team would have been briefed properly on this before selling warranties.
Anything else I could do here to solve this situation?
P.S.:
I already looked up the issue but it seems the touichscreen is broken.
e1e21e21e
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Posted December 30th, 2018 16:00
Any idea how to solve this issue?