Unsolved
24 Posts
1
555
October 19th, 2021 11:00
Do not opt for replacement. X15 r1
Do yourself a favor. If you receive a defective laptop, return it. Do not agree to get a replacement.
The invoice was 09/14/2021 on first laptop. Due to Fedex incompetence I received it 09/26/2021. Lost 12 already for 30 day return window. Laptop defective.
I contacted customer support to return. They suggested sending a replacement. I said okay, but if the replacement is defective I will be outside of return window. Support person said in that case I could get a return refund through exception.
Received laptop yesterday. Defective and worse than the first one. Just spent 1 and 1/2 hours talking to tech support, and they still could not yet give refund. Had to fill out form to send to dell care team. If they don't approve, tech support will. Delay of days and hours of wasted time.
What a hassle and waste of time a customer should not have to go through.
Skip replacements, and consider alternative companies.
Unhappily yours,
Randy
Normi
7 Posts
0
October 19th, 2021 17:00
Most probably they will offer you a credit if you decide to keep it. Something like:« how about we give you a 300$ discount.
younglv
24 Posts
0
October 19th, 2021 22:00
I hear ya. I think the X17 design is pretty awesome. I like the x15 as well but the soldering on of the memory is a drag. However..... They need to change factories, as the quality is really unacceptable.
I bought an X15 from Best Buy as I got tired of waiting for my order that took forever; First one came. there was no audio output. speakers would sputter a tad then not work. not a driver or bios problem. They replaced it and the second one was okay for a week but then one day it went to sleep and would not wake up. Trying to boot in bios, If you looked quickly the screen would say "recovering..." and once it printed out "memory" it died (about 1 second). Nothing could wake it up.
they wouldn't send another replacement (smart!) so I gave up on X15 and Best Buy.
About the same time around Sept 11 I got an email production complete on my Dell order and a tracking number. Fedex just showed label, then after a week or more Fedex received it and then it just sat in a fedex transfer centers for another week or more. And this was just from Southern California to San Francisco area.
Then with THIS laptop, as soon as I opened it up I noticed the palmrest was a little discolored and very rough, not smooth and premium feeling like the Best Buy x15s or a friend's X17. Returned and my replacement came yesterday. Palmrest and back of lid worse! all very rough and unfinished. Very crude and felt cheap like a $300 knockoff.
Absolutely unacceptable poor quality control. such a shame as the x15/x17 are beautiful designs.
I'm not sharing this to let off steam. I'm pointing out that Alienware has some very serious quality control issues.
Cheers