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2 Posts
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1253
January 31st, 2022 07:00
Aurora R10, constant hardware failures (motherboard, GPU's), etc.
I received this PC brand new and in less than a month Alienware forced a BIOS update that crashed the motherboard.
After waiting a week, a tech showed up and replaced the motherboard, then we crossed our fingers that upon first boot and BIOS install, it wouldn't crash again. It worked for three weeks.
Then the machine started reporting during boot that the GPU fan failed. So I submitted another ticket. It took 3 weeks for them to get a fan to me. In the meantime, I read online and see a TON of users have had this issue. There are even YouTube videos showing how to upgrade them for all the people that experience this.
The fan gets replaced, and one week later, GPU fan failed. Again.
Keep in mind that this machine is BRAND NEW (as of September 2, 2021) and has now been turned off, waiting for repair for more time than it has actually been running.
Dell Support will NOT even discuss replacing the PC. They would rather send a tech to the house every week or two to replace a piece of hardware than admit that the unit is defective and/or the second motherboard they installed is not functioning properly.
Has anyone had any luck in getting a warranty replacement, instead of a LONG LINE of at home service calls?
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55reasons
2 Posts
0
January 31st, 2022 11:00
So Dell will NOT offer a replacement or exchange for this machine.
The device is only 3 months old and is, for the 3rd time, unable to boot up.
They expect me to sit here, with a device that is entering it's third hardware failure and replacement cycle in less than 3 months, and allow them to send a technician out again to replace a CPU fan (that is running fine and was just replaced last week), because they refuse to look at the potential that the second motherboard and/or the BIOS software is erroneously causing this problem to repeat over and over.
IE, if your engine overheats over and over and the dealership keeps replacing the fans and it doesn't solve the problem, how many repetitions are allowed before they either consider it might not be the fan, or you file a lemon law case?
I am upset because I am a huge fan of the Alienware legacy, and this sort of refusal to just replace an obviously defective unit is damaging to the reputation of the brand, and inconsiderate to the time and money spent by the customer to CHOOSE the brand.
Just swap it out! Lets be reasonable.
Dragging this on, and on, and on is only bad for the corporate image and brand reputation.
I hold no grudges when a device fails. it's a machine.
I do, however, take note when a company refuses to budge even a millimeter, to protect the brand integrity. ie; It appears that you really don't care about the customer, at all.
We're all working from home. I bought a multi-thousand dollar Alienware PC to do that, but I have missed WEEKS of work because of this. I could have bought a $300 laptop that would probably have never broken, not even once. Yet here I am with a paperweight that cost me thousands of dollars....
ivorytower 46
24 Posts
0
February 2nd, 2022 11:00
Some states have lemon laws. See what your state's law has to say. For example, Washington state covers computers in its law. You will need documentation for any claim.
RodsterB
2 Intern
•
406 Posts
0
February 2nd, 2022 20:00
In hindsight it might have been better to return the computer if it failed within the 30 day return period. My one rule is, if an electronic device regardless breaks within the return period, I send it back for a full refund. PC companies rarely exchange a PC for another brand new system. Keep in mind that with the shortages of GPU's it's tough to meet new demand while having to replace whole systems that have failed. Sales and service are two separate departments. Dell also has a contract with a 3rd party service provider and they'd rather send out a tech to repair the PC. It's money already spent.