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1405
January 5th, 2017 20:00
Alienware 15 R3 issues and eventual return
Hello,
Just wanted to post a brief summary of my experience with my new Alienware 15 R3.
Issue #1: LED Screen not properly attached to bevel. This caused a small gap that allowed light to bleed at the bottom of my screen. After hours of chatting with Dell, I met a customer support technician who showed up with a new LCD and no bevel. So issue was not fixed. After talking to customer support, I was informed that that particular repair needs to be done at one of their facilities otherwise light will continue to bleed (should've told me that before, duh).
Issue #2: CPU overheating during normal gaming, even if I reduce to high graphics quality. Temps on cores would reach 100, 90+, 90+, 80ish. This resulted in a exchange since apparently this is a known issue.
Issue #3: Laptop finally arrived, BUT not my original configuration. i5 instead of i7, 1060 instead of 1070 gfx and who knows what else wasn't right. After talking to tech support, working out 200 bucks off, I was told after another brief hold that they could not initiate the exchange order for a system with the correct specs because the screens are out of stock and they don't know when they'll get them again.
Isssue #4: My SSD is refusing to let windows do a factory image (windows somehow corrupted), after 3 hrs with tech support and no luck reloading windows, Dell is sending me a USB so I can reinstall windows and clear everything off the computer before I return it.
I tried to give them a chance since this system has the specs I wanted, but it just wasn't working out. The 200 bucks thing would've been nice. If I had waited the "unknown" amount of time, I would no longer be eligible for a full refund and at this point, that though scares me with the experience thus far.
So today, I'll make a trip to the UPS store to return the incorrect system and I guess after I get the USB I'll return the original defective system. Yay.. and dell gets the benefit of holding on to my 2400 interest free.
Hopefully people see this before they considering purchasing from Dell. I've seen a 1% issue written quite a few times.
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89fordprobee
1.2K Posts
0
January 5th, 2017 22:00
problems with electronics are pretty common nowadays with the mass producing and all... look at Samsung ... at least dell isn't banned form flights hahaha ..
I have had my fair share of issues with dell systems alienware systems, asus systems, msi laptops, HP.. oh gawd HP..lol just to name a few but if you search you rarely see people praising there system when they don't have issues..
Support .. yea Support... I know that feeling been down that road before with both phone and the tech that showed up .. but again also had very good luck and good techs.. its hit or miss..
I swore up and down after my m17X R2 and the joke fiasco I went through with that I would never get another alienware, guess what few years later bought the mother of all.... M18X R2 since it had dual cards etc.. like my M17X R2 did (m17X R3/R4 were single only) 3 years of running it hard and modding it and improving it board died.. figured as much my fault, currently on X51 R3 ... and a dell inspiron 11 Flip... so needless to say I still went back ..
ucibob
14 Posts
0
January 5th, 2017 23:00
Yeah.. we'll see what I choose to replace with. Maybe I just need to wait it out until they can fix all their issues.
redtarget14
1 Message
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January 6th, 2017 09:00
I've had a similar issue where I ordered a 15r3 with the 1070 and 120hz panel and never received it. They kept shipping me one with the 1060 and 120hz panel as a replacement. The thermals on the original weren't the best as you experienced and the replacement was better, but still above where i'd be happy.
In my experience, they sent me the replacement unit and never sent a return tag so I had to fight with support to get it returned. I asked if I could just return both, but they had to receive the first one back before they could issue a return tag for the 2nd unit. After almost 7 weeks since I originally purchased (3 weeks until I received the first one) I have now sent the two units back and am awaiting my refund. I like the specs on the current 15's as the processors have been updated... but I'm also a bit concerned that I'm not going to be totally satisfied.
Support has either been terrific or absolutely terrible. One makes me want to give them another chance, while the latter was so bad that I almost feel ashamed to even be considering getting a different build now. I want the 1070 and 120hz panel... that's what I want and is what I originally ordered. With the new builds, it looks like I can get that, but with a $550 premium over what I originally spent. It does come with a newer and faster processor and 16gb instead of 8gb of ram... but if I get another dud or incorrect model, I'm definitely going elsewhere.