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Purchasing a product in Indonesia

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Purchasing a product in Indonesia

This question has been answered by DELL-Robert P

i've never owned a Dell product, but after catching up on the latest information available on the web, I have decided that my next notebook should be the XPS 15 17-7700 UHD with a 1Tb SSD. My current laptop is an HP and it still works exceptionally well after 3 years in all aspects of functionality, but the body wore exceptionally badly and I wouldn't buy another one from HP because of poor build quality. Nevertheless, the customer support here in Indonesia, and the global support was very good. Technicians not so much.

I don't know if it is any concern of Dell USA, but I am finding the sales support here in Indonesia, non-existent. I have sent numerous emails, filled out numerous web forms and have not gotten one reply. Not one. This model computer is available here, but I cannot find one. There are many configurations for the XPS series, but I cannot find the one I want and don't want to settle for one that is inferior. I may have to resort to ebay  to bring one in, but the import duty cannot be determined in advance and I am afraid of arbitrary fees which are common from Customs agents here.

I thought at least you should know how poorly you are being represented over here. It makes me very concerned about the quality of service I would receive should I need it after purchase.

Any advice?

Thanks very much,

Scott Rasmussen

Verified Answer
  • There is some possiblity of problems exporting a USA computer to Indonesia.

    Two things mean you won't have a warranty or support in Indonesia

    1.  If the system has only a return-to-depot warranty, it cannot be transferred.  To transfer, you must upgrade to an onsite service plan (at extra cost at the time of purchase), and

    2.  If the model isn't sold in Indonesia, it will not have support there -- it would have to return to the US if repair is ever needed at the customer's cost, and any support calls would have to go through Dell US, also at the customer's expense.

    Hope this clears things up a bit for you.

All Replies
  • Hi Scott,

    Thanks for posting.

    Let me see if I can find a sales support specialist in your country who can assist you.  If I can locate one, I'll have them contact you either here on the forum or through your email address.  Thanks.

    Regards,
    Robert

  • Thanks Robert,

    It's very frustrating trying to get good customer support here. Many websites are safe to purchase from, but they don't remove listings that are sold out. I had to wait over 2 weeks to get a refund on a purchase that they said was in stock when they took my money and then10 days later said that it was sold out. There are other concerns as well. I wish I could get it directly from Dell.

  • Are you able to locate the product on the website?

    http://dell.to/2uJFwz9


  • Yes, no problem finding the one I want, and If I click on the "find reseller" I get a list of places in Jakarta. Some of them don't carry this high end model, some are sold out but still list it for sale on their websites and there are some that have it but at a ridiculous price. The XPS 15 with a 1TB SSD and UHD goes for around 2k in the states, some places less. I expect to pay $300 more here because of import duty.. but not $600 more, that's just too much. Maybe I just have to wait for some of the retailers to restock. I'm patient, not in a big hurry, but I would like the peace of mind I would get importing it myself.. I doubt i would get a fingerprint reader here..maybe the box is already open.. I've even heard of people selling refurbished ones as new. But there are reputable dealers too, and if you buy on line from some websites your money is held by a neutral party until you are satisfied with the purchase. From some it is risky for sure.

    If I click on "I'm interested" I fill out a form, send it and get no response at all.

  • There is some possiblity of problems exporting a USA computer to Indonesia.

    Two things mean you won't have a warranty or support in Indonesia

    1.  If the system has only a return-to-depot warranty, it cannot be transferred.  To transfer, you must upgrade to an onsite service plan (at extra cost at the time of purchase), and

    2.  If the model isn't sold in Indonesia, it will not have support there -- it would have to return to the US if repair is ever needed at the customer's cost, and any support calls would have to go through Dell US, also at the customer's expense.

    Hope this clears things up a bit for you.

  • Thanks for bringing that up... that pretty much rules it out then.