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.
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^bump.
Main question is how would AW customer service respond to very basic user problems? -
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" -
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!
Alienware M14x...for my grandpa! Question on Warranty/Service (US)
Discussion in 'Alienware 14 and M14x' started by Ajfountains, Feb 5, 2013.