Zeb29
2 Bronze

NEVER will I buy Dell/Alienware again!

I bought an Aurora R8 just over a month ago. Immediately, I noticed the fan noise was exceptionally loud. I spoke with Dell NUMEROUS times over the phone at which point a representative in Costa Rica did try to assist me. Eventually a service technician was sent to my home, unable to fix the problem. A second technician was sent to my home, replaced the motherboard and power supply fan. I had to also lead the second technician through most of the reassembly of the unit as he had no idea what to do. He left with no solution, only after breaking the clip holding the GPU in place. This resulted in a sagging GPU. I was then directed to send the computer in for repairs. Upon receiving the computer, the issue was not resolved at all. I contacted support again, requesting a refund. I was told I had owned the computer for 33 days, and the return policy was at 30, even though the fan issues had persisted for the entire time I owned the computer. The fan issue can be heard in an entire 1700 square foot two story house. When requesting my refund, I also asked if they would just give a discount and I would keep the computer and fix it locally (most likely with a front fan). I was told this was not an option.

Dell/Alienware was suppose to respond within 48 hours. At the 48 hour point, they had not responded with a decision on whether the product could be returned. I called Dell, and requested a manager. I was told that the representatives who make the decisions do not answer calls because they are higher level. This is BEYOND unacceptable. Never in my life have I left a negative review, but I would do all I could to stay away from Dell/Alienware products at this point. At the time of this review, I still do not have my issue resolved. 

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4 Replies
savvy2
5 Tungsten

Re: NEVER will I buy Dell/Alienware again!

so is home and PC in room at 72F degrees (21c) or 95F?  is home airconditioned

did you know all PCs that are fast burn power and get hot ,for sure gaming? a PC that is gaming will cause fans to run faster so the CPU or GPU will not overheat and get damaged, ALL PC's can overheat, (talking fast PCs)

you can also buy PC with watercooling and special hardware that runs huge fans that run slow and quiet.

did you report here these facts and ask for help.

A case fan is a very good idea so , that cool ROOM air (is it cool?) can be circulated in to the case the allows the other 3 fans (CPU/GPU/PSU) to get cool air to do there jobs, and cool the CHIPs. etc..

so all my game boxes have  case fan. and runs slow, at 600 RPM , very quietly.

If not gaming then cooling should be quite, unless room is 95F, and that is max spec.

this is  generic answer and not on R8,  what the R8 can do , under all conditions IDK but none said.

 

nobody
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Zeb29
2 Bronze

Re: NEVER will I buy Dell/Alienware again!

We keep it at 68 degrees in the house. The unit also has space around it to allow adequate airflow. The fan is literally louder than a normal vacuum cleaner. It is at the level of a shop vac. Even the technicians that came to my home and the over-the-phone technicians say it should never get that loud. The issue has been the lack of support and communication for the most part, making it impossible to find a suitable resolution. I have also spent over 5 hours on active support on the phone to try to resolve the issue. This is not counting the time spent waiting on service calls, having service calls cancelled and rescheduled on me, and claims of calls that never happen.
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Re: NEVER will I buy Dell/Alienware again!

Hi, 

We are very sorry to hear about these issues. For my notes, click my name and private message me the Alienware PC service tag number. We would like to review your case and confirm the status. 


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Alienware-Rodrigo
Dell | Alienware Technical Support
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
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Re: NEVER will I buy Dell/Alienware again!

Hi, 

I apologize, I see that we already have the service tag and the department handling the Returns is already working towards finding a solution for you. If you need further assistance, please contact us via private message. 


Alienware Arena

Alienware-Rodrigo
Dell | Alienware Technical Support
#IWork4Dell
Opening your case does not void your warranty! Check out Alienware Artificial Intelligence
I can't always reply to PM's, if you need extra assistance visit: YouTube Logo Facebook Logo Twitter Logo

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