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July 5th, 2018 01:00
Alienware 15-R3, faulty, Dell refuses to refund or exchange
I am another unsatisfied and frustrated customer ranting about my problems with the Dell Support Team.
I bought an Alienware 15 R3 and had a few issues with it from the beginning, which I took lightly as I was told a Windows Reinstall would solve most of them, sans the screen bleed, for which they would offer a screen replacement. I hope we all know how prompt Dell Support replies are and so I am past my 30 day return window now and I cannot stop hearing about the Dell Policy where after 30 days the sales of a laptop is final.
What I fail to understand is that even after the screen replacement and several Windows re-installations, my problems still exist, and still I am being forced to keep the faulty laptop even when its under the warranty! Is it Dell company policy to sell faulty laptops? Or is it a policy to force customers to keep the faulty laptops without any scope of replacements? I am tired and extremely frustrated with Dell Support giving me the Dell policy and the only solution they can provide is to get my laptop to a technician to take a look, but they are not offering a replacement, and with the countless Windows re-installations, everyone seems to know just one thing, company policy.
Could anybody here suggest any possible solution to my issues? I am losing sleep and unable to work because of the time that I am investing in this and the frustration its causing me. I need a laptop to work so I cannot agree to them taking my laptop without offering a replacement. Thanks!
ejn63
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July 5th, 2018 04:00
You're not being very specific about the "few issues".
In general, when three repair attempts fail for the same issue, a replacement system can be requested and will usually be approved.
If you cannot be without the system during repairs, and haven't bought onsite service, you should immediately do that.
No, you will not at this point get a refund. It doesn't sound like you've authorized repair attempts and that you're holding out for refund -- if you keep doing that, you'll remain unsatisfied, as that is not going to happen.
ejn63
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July 5th, 2018 04:00
jphughan
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July 5th, 2018 07:00
If Dell tech support has put you through multiple Windows installs, then I'm sorry to hear that because I realize those are inconvenient and time-consuming, and of course it's even worse when they don't actually solve anything. However, with respect to getting a system replaced, ejn63 is absolutely correct here. You say that "Dell is offering to have a technician take a look but aren't offering a replacement." That is the normal process for a system that is under warranty. If your car had a warranty and you had a problem with it, the dealership would first have a look at the car and try to fix the problem you're having. They wouldn't just offer to give you a replacement car.
If you already had a display replaced and you're still having problems, then Dell would try at least one more time to replace the display, and/or possibly the motherboard that the display attaches to. If you don't believe that could possibly be successful, then I'm not sure why you think an entire replacement system would be any different either. And if the main issue is that Dell isn't offering to send you a replacement system before you send yours in for service, that's not how it works. I don't know of any PC vendor that provides "loaner" laptops like that. If you need that system for work and don't have a backup system you can use in the meantime, then you absolutely should have bought an on-site service warranty, since that is the specific reason those exist.
And as ejn63 said, it would help if you could be more specific about the issues you're having in the first place.
LetoDaleko
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July 5th, 2018 16:00
My advice: get Dell to send you a tech, if you only have standard warranty, pay for the visit yourself. The guy will likely break your laptop, since they are outsourced unprofessional bunch that never repaired an aw before. Repeat 2 times. Now Dell HAVE to replace your machine. With a R4 since R3 is no longer in production - win for you, good lesson for dell not to sell premium level laptops without quality control.
Thank me later.