Unsolved
14 Posts
1
685
May 4th, 2022 02:00
Aurora R13, fatal failure after six month use only, unefficient CS follow up
https://www.dell.com/community/Alienware-Desktops/Aurora-R13-won-t-boot-anymore/m-p/8194614#M58692
Very similar symptom to this post.
My PC just randomly went down one day and won't react to power buttom anymore.
Unplugged and plugged power source as guided, then it turns to be able to boot but nothing to keyboard,monitor etc.
Could be failure of motherboard, graphic card or RAM, Dell CS choose to replace motherboard first.
I call to check everyday, first they say it will be delivered on 4/5 today, but today it becomes unknown because "Shanghai" is on Covid lockdown. Sounds like there are from different company and confused as I am.
I am located in Hong Kong and this is so weird, you don't have a HK warehouse? you don't have any stock in HK? you don't have any counter measure even Covid has been there for 2 years? You don't have any other warehouse to deliver to Hong Kong other than Shanghai?
Hong Kong is already a most developed city and great buying power and customer base, still got treated like this.
I never expected to pay USD 5,000 to get a broke PC in half a year. I am not able to do my work and stock and just sitting here, and all I get from Dell is just wait wait wait.
I will update here to see how Dell's "premium" support gonna work out, my self-built PC never break for 5 years and is still my lifesaver from Dell.
cranestep
14 Posts
0
May 6th, 2022 03:00
Day 7
Techinician came today and found out the problem is actually the broken Fan leads to broken SSD.
Again dell said not sure when the parts will come.
cranestep
14 Posts
0
May 11th, 2022 20:00
Day 14
Endless waiting to the part that out of stock, no confirmed date or time at all, same template everytime asking CS. The lockdown has been happening for 2 months and the "premium" support somehow still don't have counter measure.
cranestep
14 Posts
0
May 20th, 2022 00:00
So I called CS again, which they promised will call me but still forget the follow up.
Turns out there are over 800 cases of repairing pending, the earliest case is in Mar 2022 and still not fixed.
Again, they all claim it is because of the Shanghai Lockdown.
The whole APAC area is affected by one city and 3 month Dell couldn't come up with a solution.
Absolutely genius and "premium"
cranestep
14 Posts
0
May 20th, 2022 00:00
Day 21
Endless waiting without any updates. Be reminded not to trust this "premium support".
RodsterB
2 Intern
•
406 Posts
0
May 20th, 2022 04:00
You and everyone else will need to get used to the new normal going forward. I'm in the auto repair business and my suppliers which are primarily made up of car dealers have been telling me that certain parts are on backorder for 1.5 months at the earliest. Lowe's is hoarding and so is Walmart because of supply constraints and disruptions. Dell as big as they are really are no different. It is affecting pretty much every industry.