Alienware M14x...for my grandpa! Question on Warranty/Service (US)

So my 90 year old grandfather is finally listening to me and replacing the laptop and netbook I bought him 5 and 3 years ago, respectively. His use is very light - websurfing, netflix, skype. All the basics. He is an 'ok' user. I have made many step by step lists for him but like all new computer users, he does run into issues that we here at NBR wouldn't even flinch at ( automatic updates, common system errors, drivers, etc) that I usually fix for him with a phone call.

I know that an m14x is way more machine than he will ever need, but what interests me is the warranty/service. Would he be able to call up AW with a common silly question (I can't get this window to go fullscreen) and get an answer? I want him to be able to enjoy his retirement and web use but I often can't respond to his issues until I am out of work.

I would gladly pay for the 4 year extended warranty for him to have US based customer support, but the 'support' he needs is more simple troubleshooting. Would the extended AW warranty (US) provide what I am looking for? Thanks for all your help.

 

^bump.

Main question is how would AW customer service respond to very basic user problems?

 

No offense to the elderly, or foreign members, but from my experience (from what my grandfather thinks of Dell), he can't understand a damn thing they say. He's always complaining about it, sometimes he just hangs up and calls back, LOL. With that being said, the support is pretty good. One of the best, in fact. If you have the patience and are willing to cooperate with Alienware representatives, they're going to help you. Remember, there is online chat and phone support. I say, go for it.

Dell / Alienware support and warranty services are pretty darn good compared to other companies. Note, there are a few different types of warranty:

1. 24/7, wait free phone support right here in the U.S.A (you'll probably want this).
2. Software Warranty - covers anything related to software - even basic knowledge support. However, it is not available unless you ask, or are approached with it.
3. Essential Hardware Warranty - covers malfunctioning hardware from the factory.
4. Accident Damage Service (covers drops, spills, etc.).

I'd recommend purchasing 3 years of the Essential Support and Accidental Damage service upon checkout. Extensions on the warranty is about $340 per year, which is expensive! And I'd also recommend speaking with a representative about adding the 24/7 USA call center phone support (cannot think of what it's called).

 

Ah, so the phone support isnt totally US based?

As long as they are willing to walk through some basic stuff with him, I imagine it would be ok. I just don't want to him to call up with a silly question that you or I could answer in 2 minutes and be told "sorry, that issue isn't covered under your warranty"

 

I've updated my post above. There is a U.S. based phone support, although, you'll have to ask for it. You should message a representative here on the forum, and they'll take care of you.

As for the costs, I know the "software warranty" is $289 per year. This is a 24/7 phone service to help people with any software on the computer. (#1 & #2 in my post above may be one in the same!)

Contact Luis, he can help.

 

Awesome, thank you so much J.Dre. Repped!