Alienware M17x R3 - Major repairs carried out - advice needed!!

Question

Hi, I have hit a brick wall with Alienware Tech Support regarding my M17x R3 and was hoping for some advice from other Dell owners that may have had a similar issue. I brought this M17x from Dell in Oct 2013 which came with the Dell Three Year Next Business Day warranty. The machine has had five major repairs and now needs a sixth. The repair history is as follows: DPS 04303854357 – Graphics card and graphics card heatsink replaced DPS 04303881490 – Motherboard, graphics card, graphics card heatsink and AC adapter replaced DPS 04309273290 - Motherboard, graphics card, graphics card heatsink, keyboard and AC adapter replaced DPS 04309333843 – Operating system reinstalled in depot DPS 04309614968 – Motherboard replaced in depot The unit now no longer recognises the Dell AC Adapter and will not charge so presumably yet another new motherboard is needed. Alienware support have refused to consider a replacement and say they cannot pass on details for a Team Manager so that I can escalate this due to Data Protection. Alienware support also inform me that they consider all repairs to have been successful as the unit was working for six months before it had to be repaired again. After a 40 minute call to Dell I managed to speak with a member of Dell Customer Care who said a replacement should have been offered as at least one component has been replaced more than three times but this has to be arranged by Alienware Tech Support. I was then transferred to Alienware who simply said this requested has been refused by the supervisor (who can't be named and doesn't speak to customers). I've literally come to a complete halt on this as Customer Care tell me I have to deal with Alienware and Alienware say Customer Care are feeding me incorrect information. Any thoughts or suggestions would be greatly appreciated Cheers

2015M17xR3 · Answer

Google your consumer rights re products not fit for purpose in your country and email both dell support and the consumer rights org. in your country -

Include all of the above detail you have provided.

follow up with phone calls to dell re your email and make sure you get what you paid for

Mondeotdtdi · Answer

Hi, yeah - after three months of getting no where I had no choice but to take a member of Dell UK Management made contact to say they are now happy to replace the machine for me.

Even then the spec of the replacement was average. Better CPU but less Hdd.

The replacement was delivered and I immediately sold it still in its factory sealed box. I want nothing to do with any Dell product.

They couldn't even be bothered to collect the faulty unit so I also sold this for 'spares / repairs'.

Three months of stress and continual battling with a company that should really know better. Dell really have lost their way!

2015M17xR3 · Answer

Well done for pursuing them.

Locked Topics – Alienware General

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