AW510K, keycap replacement and service

Question

I had literally the worst service from dell. My Ctrl keycap was broken on the AW 510K keyboard. It's apparently a quality issue just like the other two posts discussed.
https://www.dell.com/community/Alienware-Desktops/AW510K-keycap-replacements/m-p/7983830#M48808
https://www.dell.com/community/Alienware-Desktops/AW510K-key-replacement/m-p/8124028

I honestly don't mind buying a set of new keycaps since I've already paid full price for this keyboard. But there isn't any official support in the market.

I had more than ten rounds of customer support and I've been pushed back and forth, spent hours on this issue.

Here is my situation: I purchased it from Microcenter (still have the proof of purchase), but at the time it broke, micro center refuses to replace the keyboard because it was more than a year. It's still within two years of warranty.

The first challenge is that everyone asks for a service tag, but a keyboard DOES NOT have a service tag... Then they sort of claim that they can't be responsible for it because they don't have a service tag. But excuse me? this is your DELL PRODUCT AND DOESN'T HAVE THIS TAG IS DELL's fault.

I finally got in touch with a guy through email < Private Service request number removed.TOS73>, they just claimed that they can't help me with the reply: "We just verified the details and as it was purchased from third party and is a non-tied product , so I kindly request you to reach out the customer care team and once check with microcenter to get a new keyboard ." from Sambit || Dell Technical Support

and also this reply:

"Thank you for writing back to us , now as we are looking for the service tag and its not mentioned on the keyboard , so please try to reach customer care so that they can help you regarding the issue in service tag that is required .".

Alienware is an expensive keyboard with this poor service. I have tried everything and the service is just useless.

hzlk · Answer

I loved this keyboard and still love it. I used it every day because I do gaming and work pretty much all day. The quality of this keyboard probably is not so consistent for all users. I didn't even drop it a single time and I am a gentle typer, and I have no clue why it breaks. Probably I just used it too much?

Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.

mako64 · Answer

How did it break? I have 2 AW510K’s … awesome   keyboard.

Tesla1856 · Answer

This one is nice and not expensive. Our other one was same make, (but cheaper $60 model) and it lasted 10 years.

You can get one of their recent-model mice (and even one of their headsets) and you can control it all via the same Unified App. All the common programming is possible.

https://www.dell.com/community/Alienware-Desktops/New-Keyboard-is-nice/m-p/8136793

Eluc1d · Answer

Can you remove the keys on this keyboard?

JFr0gg3r · Answer

I have also experienced the worst service from Dell on this same issue. My CTRL keycap also broke after having the keyboard for about 1-1/2 yrs. I went round and round with 3 support agents, including a supervisor. I was told that the broken key is not covered under warranty, because it is considered a result of normal wear-n-tear. This is the most I have paid for a keyboard before and the FIRST one to break in such a short time. I was repeatedly told by Dell support that my only solution is to purchase another keyboard.

This was an expensive keyboard and the worst customer service I have received in a long time. Dell Customer Support had absolutely no interest in helping solve my problem.

I can't believe they would consider a broken key normal wear-n-tear. That is such a cop-out for shoddy quality.

Iain K Mackay · Answer

Key removal is easy, they just pop off. The metal clips for the spacebar etc are built into the base so they cause no issues. Easy board to keep clean.

My only gripe is to change the lighting you have you use the heap of junk that the command centre is.

frumpycat · Answer

There's a place on ebay that sells replacement keyboard keys for all Dell models. Got one for my aw510 myself: https://www.ebay.com/itm/175287705132

DanFerr · Answer

Well, I can say I am disappointed to see this.  Had exactly the same problem. The CTRL Key is broken on the slot that fits into the mechanical switch. Its been annoying me all the time...

LLIU90 · Answer

I have the exact same issue with the CTRL key. I called Dell today and they told me the only way is to buy a new keyboard. VERY DISAPPOINTING.

Alienware Desktops

AW510K, keycap replacement and service

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