Unsolved
6 Posts
0
1668
October 3rd, 2020 16:00
Just received my replacement Alienware M17 R3 with scratches all over the screen.
Hello,
I ordered an Alienware M17 R3 at the beginning of the month, and when I received it, it had numerous issues directly out of the box including a faulty/loose trackpad, terrible backlight bleed along the top and bottom of the screen, and random freezes and shutdowns.
After spending 5+ hours total on multiple phone calls for over 2 weeks, I finally got approved for a replacement laptop. I notified them that I will be away from home for 3 weeks starting 10/12 so there was a rush put on the replacement which I greatly appreciated.
I received the replacement order today and there are scratches all over the screen. I'm so upset. How is it possible that Dell is not quality checking their $3,000 laptops? I am going out of state for 3 weeks starting on the 12th. How can I get this issue resolved as soon as possible for a third replacement? And how might I be compensated for this extremely frustrating situation?
Thank you for the help,
crimsom
9 Technologist
•
6.1K Posts
0
October 4th, 2020 19:00
Hi @8bitbeats you have made first contact with Dell Warranty and this problem has not been fixed. Get a Service Request (SR) Number so that the Report an Unresolved Issue form can be completed, as recommended in the DELL-Cares process. A different group at Dell have considerable latitude to provide an amicable solution. Sending the online form will also bring this quality dilemma to the attention of Senior Executives.
nyc10036
6 Operator
•
5.6K Posts
0
October 3rd, 2020 17:00
They didn't send you a new laptop.
I would have returned the original for a refund instead of getting a replacement.
.
crimsom
9 Technologist
•
6.1K Posts
0
October 4th, 2020 07:00
Hi @8bitbeats do not understand why the original new M17 R3 was not rejected within 30 days so that you get a full refund. Now you are stuck on getting dubious replacements under the terms of the warranty. Another life lesson for sure.
ejn63
12 Elder
•
31K Posts
•
153.7K Points
0
October 4th, 2020 08:00
That's assuming the system was new when purchased. If it was an Outlet sale, the original would have been refurbished (and the period is 21 days, not 30), and so would any replacement system.
8bitbeats
6 Posts
0
October 4th, 2020 11:00
@ejn63 @crimsom
I bought directly from Dell.com and it is still within 30 days of receiving the first laptop. Am I wrong for assuming Dell would replace my new laptop with another brand new laptop? I thought they were a legitimate company.
I called the next day after I recieved the first defective laptop and ran through troubleshooting for days before they finally accepted my replacement request. The first replacement took 5 hours of phone calls (including hold time of course) and 2 weeks to resolve. They still havent even sent me a box or return instructions for the first laptop.
The whole ordeal is just very disjointed and unprofessional. I dont know what to do. Guess I will have to spend a few more hours on the phone monday.
8bitbeats
6 Posts
0
October 4th, 2020 12:00
@ejn63
I mean lightning can't strike THREE times right?? Lol.
I did get 17% off my purchase from Dell.com for the initial purchase which was a significant bit of savings because the total was $3600. I dont want to lose the savings but at the same time I'm a bit weary of dell at the moment. New alienware customers on Reddit are also experience problems with new devices and im concerned Dell might be cutting corners to keep up with heightened demand.
Well, thanks for the input anyways. I'll contact them monday to go over my options.
ejn63
12 Elder
•
31K Posts
•
153.7K Points
0
October 4th, 2020 12:00
They should have replaced with a new system.
Unless you're willing to give them a third chance, take the refund and run - buy something else.
8bitbeats
6 Posts
0
October 4th, 2020 15:00
@crimsom
It was not rejected for a refund because I got $600 off my initial purchase and would like to retain those savings. The quickest and easiest solution was to reject the first laptop for a brand new replacement. I don't think it is an outlandish idea to not expect any issues going through a replacement process with a company as established as Dell, but apparently I am wrong. Are you saying I should expect to receive faulty laptops moving forward? What does that say about the company?
8bitbeats
6 Posts
0
October 4th, 2020 19:00
Thank you for the help @crimsom. I filled out the unresolved issue form and will await a reply soon. Have a good night.