17 R5, issues after 4 years

Question

Hi,  I m very tired to Alienware PC... I had refunded last three models Area 51m R2 (overheat), m17 R4 (webcam broken) and a X17 (a usb port broken) but I have a 17 R5 from only 2017 (returned by an other change by Dell of my 17 R4). Well, I had ordered a new X17 but since to be delivered to me I work/play with 17 R5, here the problems with it: A button on the touchpad is ruined, a USB port crashes the system if I insert a device, the front and side LEDs cannot reproduce the blue color, the battery has a problem of operation as detected by the dignostic. I specify that I have already performed an out-of-warranty intervention to a CPU fan that I had to replace. I really wonder how a company that has always used excellent materials and care in products has ruined itself so in recent years. One last thing: this 17 R5 has also suffered the replacement of the motherboard under warranty. If someone here can help me have a product worthy of the name Dell/Alienware I would be happy. In case I have all the intervention codes of what I have described. Thank you!

crimsom · Answer

Hi @Symho1 welcome to this user to user discussion forum. This is not Dell Support.

Not sure what response you are expecting to get with your Alienware 17 R5 thread? Are you proposing a rebuild at your expense, or just waiting for delivery of the Alienware laptop you have on order?

Symho1 · Answer

Hi!

Thank you for your reply. I think in a forum Is more important share experience, I had It. Really I know if I want a PC ok I must pay but I had Asus laptops, Sony laptops that after 10 years dont had any problems. I believe that here a Dell agent can help me to understand why these many problems on Alienware. So I can decide if cancel my order or not, for example.

crimsom · Answer

Hi @Symho1 thank you for sharing update.

This is a public forum and usually there is no Dell agent participation. If you continue to be unhappy with the warranty/reliability/quality control, etc. of Dell products, you should cancel your order. Dell does not want their customers to be unhappy.

Symho1 · Answer

Surely. This is also why I opened this thread, to understand if mine is an isolated case, if there is a solution and to compare myself with other customers. I look forward to any posts. I close this post thinking that if Dell doesn't want unhappy customers it would be enough to check what its employees and engineers do in China or maybe bring Alienware back to the United States.

BonesB · Answer

u are not on your own. I have the same laptop. Lights slowly not functioning no sound in speakers. Had a 17 R4 sent back within a month and refunded. it just dropped dead. Now just waiting for something terminal to happen to this one. (17R5) Poor quality components. Junk. Never again do i get a Dell.

Symho1 · Answer

I'm sorry to read your words. There is something I don't understand. I'm expert: the materials are of excellent quality but the software and microcircusteria are obscene. Because? The new X17 are well designed, you can see it by opening it, even the solution with Gallium is excellent. But then I miss a usb port... Returned. Anyway I wait for the new X17 ordered, if it will work well otherwise I will also buy another brand. Thx for your reply!

Symho1 · Answer

Hi @crimsom , I wrote that the Element 31 is a great solution...!

crimsom · Answer

Hi @Symho1 thank you for sharing update.

Alienware x17 R1 replacement system board: How Dell proving that they are using Element 31 thermal paste on X series for their customer? - Dell Community

Alienware X-Series laptops have Element 31 processor pad (not thermal paste) made of encapsulated gallium-silicone. There is the inevitable speculation that gallium liquid metal will eventually ruin CPU and GPU, and system board components.

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