Dell Laptop - Is this info correct?

pboae

I have a new Dell laptop here, which is a gift for someone else. I wanted to get it configured and setup before I give it to her, as she is not very tech savvy.

I have updated Windows, installed a virus scanner, etc, but when I try to log on to the Dell site to register it and check for driver updates, it says the Service Tag is registered to a machine bought abroad, and won't let me access their system.

I phoned their tech support line and was told it take 3-6 months for the Service Tag to be recognised on their system. Is that correct? I don't remember having this trouble when I set up my Dell laptop, but it was a few years ago.

Without the Service Tag you cannot use their auto update feature, use their Live Chat service, or even email tech support. I complained about that and the guy I spoke to said he will email me direct, so I can contact him if I need any tech support. Surely that can't be right? It also means that if the owner-to-be has any problems with it, she will have to come back to me, instead of going straight to Dell.

This just seems ridiculous, it is normal for Dell?

Thanks :-)

fiddiwebb

Did you buy it privately or from a shop/business in the UK, it wasn't imported?

Are you sure you have given the correct service tag number?

When I tried to register for the Windows 7 upgrade programme and also download updates it would not reconise the service tag on a new Dell laptop last month, I just emailed customer services and within a couple of days they had sorted it out.

I would contact Dell again but by email and see if you can get a result that way.

davester

I bet he bought it online from dell.co.uk site I am in the same position, mailed them about it waiting for their reply. I think its to do with the Computer is built abroad to order via the website, and someone at the manufacturing site doesn't check or maybe even know its final destination. They just have a order number and build spec and thats it.

Esqui

Check that you're using the UK Dell site and not the US one. I got really confused by this before realising I was on the wrong site!

davester

Esqui wrote: »

Check that you're using the UK Dell site and not the US one. I got really confused by this before realising I was on the wrong site!

I did use.co.uk site. The order status tracker said the computer started off in China being built. then shipped to the UK, hence took 2 weeks to arrive. Which is what I think the reason for this is.

fiddiwebb

davester wrote: »

I did use.co.uk site. The order status tracker said the computer started off in China being built. then shipped to the UK, hence took 2 weeks to arrive. Which is what I think the reason for this is.

But that should not take 3-6 months for the service tag to be registered, the box that my Dell laptop arrived in has "Computer Made In China" printed on it, I presume your order went through Dell in Ireland.

Like I said previously it just took a couple of days to register my service tag when I emailed Dell.

davester

I have emailed them so should get back to me soon about it. Just do the same. as Fiddi. I bought mine online at co.uk for a English address. But with the internet who knows where you might be. I know if you call Cokezones free UK number you get a nice Filipina (it was a woman) in the morning and an American in the evening

pboae

I did order it online from the Dell UK site, to be sent to a regular UK address. It was built and shipped in China. I am pretty sure the call centre guy I spoke to was in India and reading from a crib sheet.

I am definitely on the Dell UK site, and it's the right number, it's on the laptop, on the box, and the dell website can auto find it on the laptop. Guy at Dell agreed there was a problem with the Service Tag, but that I just needed to wait for 3 months (?!) for it to be fixed.

He hasn't emailed me either BTW.

What email address did you use to contact them? The web form on the site doesn't work without a valid Service Tag.

fiddiwebb

pboae

I'm sure I just went through the customer services email addy.

pboae

I can't find one, on the site it just sends me round in circles ending up back at this page

http://support.euro.dell.com/support/emailtechsupport/emea/index.aspx?c=uk&l=en&s=gen

Which won't let me submit an email with this Service Tag :-(

fiddiwebb

Try this one:

http://support.euro.dell.com/support/emailcustomercare/emea/index.aspx?c=uk&l=en&s=gen

And no it is not the same link, this one takes you to customer support whilst pboae's take you to technical support.