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August 8th, 2023 13:00
Alienware m15 R7 caught on fire
Alienware m15 R7
I have an Alienware m15 R7 I bought 6 months ago brand new straight from Dell online. About 2 months ago I went to turn it on and it wouldn't power on. I called Technical Support and they guided me through some troubleshooting, it was then I discovered something had been leaking from inside the laptop and out onto my computer desk. I was told not to plug it into the AC adapter and they would be sending me a box to mail it back to Dell to fix. Early the next morning I was waken up by smoke and my fire alarms going off. I called the fire department, who came and responded, putting out the fire in my living room. About an hour later the Chief of the fire department came out of my house holding a bag, he then proceeded to tell me that the cause of the fire was the laptop, informing me that when oxygen combines with an open lithium ion battery it's combusts.
I have not received any support from Dell. Dell actually told me not to contact them anymore that I needed to contact the insurance agent that Dell had contact me. When I did contact him he told me:
"I don’t know why Dell would refer you to me for something the insurance policy doesn’t cover. "
I was given a number by a Dell Technical Support person telling me it was Dells Legal Dept. however when I attempted to fax them a Breach of Contract Notice, he found out that Fax number wasn't even working.
All this happened June 29 2023, today is August 8 2023 and I have still not received a replacement or refund for this defective product.
events found
crimsom
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August 8th, 2023 21:00
Hi @Careed3023 welcome to this free user-to-user Alienware laptop discussion forum.
Support for Alienware m15 R7 (2/28/22) Documentation, Service Manual, Battery includes the Lithium-ion battery precautions and Handling swollen Lithium-ion batteries. It is not clear why some Lithium-ion batteries swell and/or rupture. A swelling or leaking battery and its laptop should be instantly removed from the house to a safe dry location. A leaking battery is very corrosive to humans, pets, house contents, etc. and will deflagrate (rapid burning) when in contact with water. This is the risk that all users have to tolerate and include within their house insurance with the purchase of any modern laptop with a Lithium-ion battery. The Dell warranty automatically includes Dell Battery warranty in the first year only, there is the option to extend the Battery warranty.
You have the Chief of the fire department's testimony (in writing?) that the house fire was caused by the laptop.
Dell warranty should provide replacement laptop of similar or better specification. Please click on @DELL-Cares and send Private Message requesting assistance. Please Sign In to your online Dell account to create Service Request as your formal complaint asap. Provide summary of all the dialogue, etc. Include request to escalate to a Senior Dell Tier that can investigate and instigate your option to get full refund or new replacement system (desktop?). The Senior Dell Tier investigation typically takes about ten working days.