Alienware 15 2016 model (1070)

Question

Hello, I am writing here as a last ditch effort to hopefully make something happen with my situation before I compile all of my recorded conversations and emails and contact the BBB. I have had the new alienware 15 since launch back in october. After sending the system in for an initial repair to the motherboard and having to go through RMA HE** to get the system back I am having yet another issue with my system. The system after being received back would constantly freeze and lock up having to be hard reset on almost a daily basis, Finally last week the system completely failed and would no longer boot to windows despite several attempts at re-installing the OS and checking all the hardware through diagnostics. I have sent the system in AGAIN for RMA repair and have been told the part (motherboard) is on back order with a october 13th ETA. My issue with this is I sent the system in a week ago and the initial ETA for the part was the 6th. The ETA is never fullfilled and this issue is costing me both time and money as I use the system for college AND work. I have contacted the repair center as well as asked to speak to a supervisor to escalate the case with none of my calls returned as promised and a constant circle of never ending responses that go nowhere via email. I have been told that if the 13th ETA was not met that I would be submitted for complete system exchange over the phone from the repair center but then the same day told in an email that I am not eligible for this exchange and have no choice but to wait for the 'ETA' of the part or take my system back non working despite it being under warranty at the time it was sent in. I have played this game with dell before and had to take my system back partially repaired last time and buy new parts myself via 3rd party to have a working computer. I have contacted alienware through social media and been told the same thing and that they cannot do anything to help. Can SOMEONE... ANYONE... please help me alleviate this issue and get me back a working system so I may carry on with my job and my life. service tag . any help would be greatly appreciated as I am tired of sitting on hold for upwards of hours a day to get nothing done. When you buy a top tier product for 2300$ you come to expect top tier service. Half the time I cannot even get the repair center to answer my calls because they have caller ID and have to block my number using *67 to get them to answer.

Eimy_B · Answer

Hi ‌, You can send me a private message with the service tag so I can review your case, but if tech-support is working on this they will need to give a solution.

Locked Topics – Alienware General

Was this post helpful?