I purchase a high end laptop for $4000 with premium support. Since my purchase there has been a constant electrical noise, this is very annoying to work with.
Dell Support team has tried to replace keyboard, speaker and motherboard. The issue is still not solved and all they say me now is "We are sorry and they can't do anything more". Now I am stuck with this defective product and it is not okay for me to work with this noise in background it is enough to notice and increases when I run some code.
Now what do I do ? Where is the premium support and who provided the right to deliver defective faulty products and then not replace them "stating its normal behavior". It is not normal to me. Can you help me?
Hi @lokesharma welcome to this user to user discussion forum. This is not Dell Support.
Your Dell Area-51m R2 was purchased 6 months ago in Sep 2020 from Dell.de, complete with Dell Premium Warranty. Different countries have different Dell processes. The Dell US Warranty process might not be the same as Dell de.
Although many different parts were changed, they did not find and fix the root cause of this problem. When Dell support says "We are sorry and they can't do anything more", they are saying you are now eligible for a refurbished replacement system. A refund is ONLY allowed inside the first 30 days from the Dell invoice date. Dell Premium Warranty is supposed to be hassle free, so this should have already been elevated to the complaints tier that can authorise your requested remedy.
Unfortunately, it seems that Dell Support needs to be reminded that you have Premium Warranty when you request Dell Support raise an "Unresolved Issue" report and Formal Complaint. Ask that your Unresolved Issue is expedited / fast tracked to the appropriate complaints tier, so that your remedy is enacted without further delay.
How can I create another ticket for 'Unresolved Issue' or better file a complaint? Dell UK support still says this to be a normal behavior; but it is not NORMAL for me.
Hi @lokesharma having made the request to raise an "Unresolved Issue" report and Formal Complaint, the existing fault ticket is updated. It is part of the Dell internal support service to get your request and fault ticket fully processed. The existing fault ticket is valid because the Dell warranty contractors have already attempted to fix this problem. This noise is not normal, look at JOcean's earlier post content and click on their hyperlink, etc.
Due to the many complexities of Dell policies, our suggestion is that users should avoid discussing Dell policies and procedures. That policy discussion should be left up to the original poster and our Dell agents in their respective region. Users should only be discussing ways to troubleshoot hardware and software issues.
Mine only happened when i load a game. Not as bad as yours.
I understand your frustration, i also believe this should not be considered as normal. I would call and speak to a supervisor or ask for my case to be escalade if i was you.
Too much coil wine is unacceptable and Dell should offer you a better solution.
I purchase my Area-51m R2 from Dell Switzerland on May 8, 2021. The device had the coil whine problem as well. The lady from Dell Premium Tech Support was very friendly and did her best to solve the problem. We didn't make it. On the last day of the 30 days period I asked her to place an "Unresolved Issue report and Formal Complaint", which she did. The other day she told me, that I can return my device and get my money back. In addition I got a 12% discount for a new Dell machine. The device gets picked up today and £I'll have my money in a couple of days. I've ordered the same machine again the other day and I hope it's not gonna show up with the same problem.
I'd like to thank Dell Switzerland and the Tech Support lady for their excellent service & support and for the generous solution!
Mine arrived a couple of days ago out of the box and the coil whine is excessive, I could put up with a slight noise but it is definitely a bad one.
I have been offered the same as yourself, a refund and discount or a replacement model?
In your opinion was your replacement model the same, is it a standard across all Area-51 R2 models - or was your replacement better and there is a randomness to whether you get a winey R2?
lokesharma
4 Posts
0
March 21st, 2021 17:00
I purchase a high end laptop for $4000 with premium support. Since my purchase there has been a constant electrical noise, this is very annoying to work with.
Dell Support team has tried to replace keyboard, speaker and motherboard. The issue is still not solved and all they say me now is "We are sorry and they can't do anything more". Now I am stuck with this defective product and it is not okay for me to work with this noise in background it is enough to notice and increases when I run some code.
Now what do I do ? Where is the premium support and who provided the right to deliver defective faulty products and then not replace them "stating its normal behavior". It is not normal to me. Can you help me?
JOcean
9 Legend
•
12.6K Posts
0
March 21st, 2021 18:00
It may be coil whine and this forum post may help. Also do a search in the community and Google for coil whine.
crimsom
7 Technologist
•
6.1K Posts
0
March 21st, 2021 20:00
Hi @lokesharma welcome to this user to user discussion forum. This is not Dell Support.
Your Dell Area-51m R2 was purchased 6 months ago in Sep 2020 from Dell.de, complete with Dell Premium Warranty. Different countries have different Dell processes. The Dell US Warranty process might not be the same as Dell de.
Although many different parts were changed, they did not find and fix the root cause of this problem. When Dell support says "We are sorry and they can't do anything more", they are saying you are now eligible for a refurbished replacement system. A refund is ONLY allowed inside the first 30 days from the Dell invoice date. Dell Premium Warranty is supposed to be hassle free, so this should have already been elevated to the complaints tier that can authorise your requested remedy.
Unfortunately, it seems that Dell Support needs to be reminded that you have Premium Warranty when you request Dell Support raise an "Unresolved Issue" report and Formal Complaint. Ask that your Unresolved Issue is expedited / fast tracked to the appropriate complaints tier, so that your remedy is enacted without further delay.
lokesharma
4 Posts
0
March 22nd, 2021 01:00
How can I create another ticket for 'Unresolved Issue' or better file a complaint? Dell UK support still says this to be a normal behavior; but it is not NORMAL for me.
crimsom
7 Technologist
•
6.1K Posts
1
March 22nd, 2021 02:00
Hi @lokesharma having made the request to raise an "Unresolved Issue" report and Formal Complaint, the existing fault ticket is updated. It is part of the Dell internal support service to get your request and fault ticket fully processed. The existing fault ticket is valid because the Dell warranty contractors have already attempted to fix this problem. This noise is not normal, look at JOcean's earlier post content and click on their hyperlink, etc.
lokesharma
4 Posts
0
March 22nd, 2021 05:00
@crimsom Thanks for your understanding.
I hope I receive a proper solution (refurbished swap
or complete return) to this from Dell soon.I am not OKAY to use this noisy laptop.
crimsom
7 Technologist
•
6.1K Posts
1
March 22nd, 2021 06:00
Hi @lokesharma there are always valid exceptions to routine Dell corporate policy.
DELL-Chris M
Community Manager
•
56.9K Posts
0
March 22nd, 2021 07:00
Due to the many complexities of Dell policies, our suggestion is that users should avoid discussing Dell policies and procedures. That policy discussion should be left up to the original poster and our Dell agents in their respective region. Users should only be discussing ways to troubleshoot hardware and software issues.
Normi
7 Posts
0
March 23rd, 2021 06:00
My Area51Mr2 have coil wine also. (from day one).
Mine only happened when i load a game. Not as bad as yours.
I understand your frustration, i also believe this should not be considered as normal. I would call and speak to a supervisor or ask for my case to be escalade if i was you.
Too much coil wine is unacceptable and Dell should offer you a better solution.
Markus531
1 Message
0
June 22nd, 2021 00:00
I purchase my Area-51m R2 from Dell Switzerland on May 8, 2021. The device had the coil whine problem as well. The lady from Dell Premium Tech Support was very friendly and did her best to solve the problem. We didn't make it. On the last day of the 30 days period I asked her to place an "Unresolved Issue report and Formal Complaint", which she did. The other day she told me, that I can return my device and get my money back. In addition I got a 12% discount for a new Dell machine. The device gets picked up today and £I'll have my money in a couple of days. I've ordered the same machine again the other day and I hope it's not gonna show up with the same problem.
I'd like to thank Dell Switzerland and the Tech Support lady for their excellent service & support and for the generous solution!
pricecame87
1 Message
0
June 30th, 2021 06:00
Hi Markus 531
Mine arrived a couple of days ago out of the box and the coil whine is excessive, I could put up with a slight noise but it is definitely a bad one.
I have been offered the same as yourself, a refund and discount or a replacement model?
In your opinion was your replacement model the same, is it a standard across all Area-51 R2 models - or was your replacement better and there is a randomness to whether you get a winey R2?
Thanks
Chris