Products bought from Dell physical retail stores in Singapore when they were still around.
Hi all, I would like to check if anyone has had experience regarding the warranty bought for your Dell laptop(s) when you made the purchase from the physical stores when they were still around in 2023/2024. I believed they exited all their physical retail presense in 2024?
I had bought my XPS15 laptop from their Plaza Singapura retail store in Oct 2023. The laptop I purchased at the store was one of the base models which can be found online. However, there are certain specs which are fixed. All I needed was increased memory storage SSD and increased RAM capacity. I couldnt find the specs I wanted without increasing the overall specs, higher RAM and memory had to come with better CPU and/or GPU, which was not something I needed and out of my budget. Hence, just increasing these specs was not available but the salesperson said they could do it.
Of course it was their official Dell store and I didnt question how they could do it. I made the purchase and received the laptop awhile later. Thereafter, I bought their warranty online for the laptop that covers almost all damages or issues with the laptop for 4 years, their Premium support service.
Fastforward to just last month, I accidentally spilled coffee over my keyboard. i contacted the Dell Support service and spillage is also covered under this warranty. Their system diagnostics showed that there were issues with the keyboard and one of the SSD. They came down to repair it, changed the entire keyboard and when checking the SSD for the change, they said they couldnt replace it because it was installed by a "third party".
At this point, I'm just confused because everything was bought from the physical store. I even had the receipt to prove it, but it was a simple receipt, like a B5 sized paper with my details, saying something like "upgrade RAM + upgrade SSD".
I had to get back to the online support team and I questioned them multiple times. They simply said that the receipt and the data on their end, doesn't show the damaged SSD card was ever installed by them. The info they had was just the factory set version, which was the specs available online. Those were the items covered by the warranty.
Of course, I explained everything to them and tried to get them to understand, even showing them the receipt I got from their shop. All they could say is that I have to contact the local retailer I bought it from. The receipt and all the contact details points towards DELL GLOBAL B.V. (SINGAPORE BRANCH), literally their global corporate entity name. Time and time again, they just reply saying that they cannot do anything about it.
I just feel quite cheated because it was their official retail store which they operated themselves but now they dont want to recognised the sale even though I bought the full coverage warranty. I would like to have the replacement and it's just disappointing that their service doesnt live up to the capabilities of their devices.
I'm just a consumer who bought the device and never expected something like that to happen. How would I even know that there were going to be changes in their business model, and even worse, how would I know that I cannot get warranty coverage for any single part of the product that was ENTIRELY purchased from their store.
TLDR: The global Dell SupportAssist does not fully recognise all the parts of the laptop I bought from the Dell Official Store when they were still in Singapore. There was damaged that should have been covered by the warranty and they are refusing it.
has anyone every encountered this issue? doesnt seem like I have much option than to suck it up... truly disappointed by Dell