Dell

 warranty policy – coverage & claims process

Dell Australia provides hardware warranty coverage on all Dell-branded products, including laptops, desktops, monitors, and accessories. Most consumer purchases come with a 1-year Standard Hardware Warranty, covering defects in materials and workmanship under normal use. Extended warranties (e.g. 2-year, 3-year, 5-year Premium Support or ProSupport) can be purchased for added protection.

Covered issues include hardware faults like failing components, screen defects, power issues, and more. Some models include on-site support, where a technician comes to you for repairs. Others offer mail-in service or Advanced Exchange (where Dell ships a replacement first).

Importantly, Australian Consumer Law (ACL) applies too. If a Dell product fails prematurely (even outside the stated warranty) you may still be entitled to a remedy under consumer guarantees.

Dell handles all warranty claims directly (no need to go through your retailer):

1. Contact Dell Technical Support
   
   • Call: 1300 790 877
     
     
   • Email: ANZTechSupport@dell.com
     
     
   • Prepare your Service Tag (found on the product)
     
     
2. Submit a Service Request Online
   
   
   • Visit Dell’s Support Site
     
     
   • Enter your Service Tag and click “Create a New Service Request”
     
     
   • Follow prompts to describe the issue and initiate a claim
     
     
3. Remote Diagnostics
   Dell may run a remote diagnostic (via SupportAssist or BIOS test) to identify the fault.
   
   
4. Repair or Replacement
   
   
   • On-site repair (for eligible devices)
     
     
   • Courier mail-in service
     
     
   • Advanced Exchange for monitors/accessories
     
     

Dell typically responds within 1 business day, and service is coordinated quickly once hardware failure is confirmed.

Standard Dell warranty excludes:

• Accidental damage (unless you purchased Accidental Damage Protection)
  
  
• Wear and tear, e.g. battery capacity loss, minor scratches
  
  
• Software issues, OS corruption, viruses
  
  
• Third-party upgrades or modifications
  
  
• Non-Dell products sold via Dell (e.g. Logitech peripherals)
  
  
• Products used commercially, if not sold with a business warranty
  
  
• Expired warranties (claims must be made within the coverage period)
  

Replacements may be refurbished, and coverage doesn’t reset - it continues from your original purchase date. Products with missing serial numbers or tampering may be refused.

If you believe a failure qualifies under ACL even outside warranty, you can still make a claim.

To claim your Dell warranty, have:

• Service Tag (7-character product code on the device)
  
  
• Proof of purchase (if requested to confirm warranty start date)
  
  
• Contact details (shipping address, phone, email)
  
  
• Error codes or problem description (e.g. BIOS messages, Dell diagnostics)
  

Dell may not ask for a receipt if you bought directly from them, but if you purchased from a retailer, keep the invoice on hand in case the Service Tag date needs adjusting.

Typical warranty timeline:

• Initial response: Same or next business day
  
  
• Diagnosis: Often resolved within 1–2 days
• On-site repairs: Usually within 1–3 business days after diagnosis
  
  
• Mail-in service: 7–14 days door-to-door
  
  
• Advanced Exchange (monitors/accessories): 1–3 business days

Dell prioritises fast resolution. If a repair takes too long, replacement may be offered. Premium Support customers may receive next-day or same-day service.