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June 8th, 2018 15:00
Alienware 17 R5 + Crappy Customer Service + More
Ordered a Brand new AW 17 R5. Out of the box the "Alienware" logo on the screen panel is lit very uneven, the buttons next to the track-pad has one sticking up much higher than the other, and I cant get the pcie ssd slot to work properly with a hard drive, and having issues with the original hard drive taking updates.
I was using a Samsung 970 evo pcie nvme. Tech Support said the Alienware 17 R5 does not support Samsung SSDs. They said to use SK Hynix or WD blue pcie ssds. I was told if that didn't work, there may be an issue with the pcie slot. I purchased one of each. Both did exactly the same things as the Samsung drive did.
I contacted customer support for an exchange as there'd a few things wrong with this brand new laptop. They were hyper focused on the Samsung Drive being used since that's what tech support wrote in the notes. Completely disregarding the other suggestions tech support gave, and that it could be the slot if the other drives didn't work.
I contacted tech support again who advised that they couldn't do anything about the lighting and buttons and I needed to contact customer support for an exchange or return/refund.
I tried to explain about the lighting issues with the logo, the buttons not being right, the problems with taking updates on the original drive. None of that matters. I am now 5+ hours in on the phone with customer support being bounced from person to person, having to give the same information over and over and over with no end in sight.
I am beyond exhausted and extremely frustrated while trying to get what I paid for. There is no reason it should be this difficult.
Eimy_B
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June 8th, 2018 16:00
Hi @fdboyd,
We're very sorry for the bad experience you have had so far. If you still need help, send me a private message with your Service Tag so I can review your case.
fdboyd
3 Posts
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June 21st, 2018 14:00
Finally got a replacement.
The replacement I received has an issue with the buttons on the touchpad very similar to the first, and the lighting on the Alienware logo is not quite as bad, but the same problem.
Are the Touchpad buttons and the Alienware logo lighting going to be problems with all the R5s? My R4 certainly isn't like this.
Another 3 hours talking to people......
Also, Even if you paid for expedited shipping....you don't get expedited shipping on replacements when the first one shows up faulty.
fdboyd
3 Posts
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July 2nd, 2018 17:00
Received a replacement. It is obviously used this time. It is missing screws on the bottom plate. Missing screws that hold the hard drive into the cage, and missing a screw that holds the cage to the case. Other screws that are present, look partially stripped out by using the wrong size screw driver. There was no plastic covering on any of the parts that are normally covered with plastic with a brand new computer.
All I want is a working, New computer, that I spent money for. To top it off, i am being told there is no warranty on this computer. Also since it has been more than 30 days, I can no longer return it. They draw out exchanges and never deliver a working, new computer that the customer expects, and then they refuse a return.
I am back on hold with dell customer service. Nearing 20 total hours now of being transferred between tech support, customer support, the resolution center, back to tech support and so on.