m15 R1, horrible customer service

A few years ago the courier had dropped my R7 Aurora and I had to get a replacement sent to me.  It was a pain, but nothing like your experience.

I obviously didn't learn from that experience as I am having issues with my recent purchase.  

I hope your issue gets sorted and this reminds you the next time you're due to get a PC.  The Customer support of Dell/Alienware seems to let the brand down.  

I called in today to check on the statues/updates from the exchange team ticket but todays Tech Support agent acted like there isn't any notes on the account from the last agent. He made a ticket with the exchange team since one wasn't made from last person. I guess I will need to wait another 2-3 business days from today, what a waste. What a joke. I don't think this agent today fully understood what happen to me but I did explained it to him like 15 times. We will see what happens.

I called in today to get any updates on the situation since I haven't received a email from the exchanged team/escalation team yet. I wasted another 1hours and 13mins today calling in with no real info or updates. You pay for what you get and you pay allot for it.

Please keep us informed on the progress.   Would love to know how it turns out for you.

Hi @Zekemorales91  welcome to this user to user discussion forum. This is not Dell Support. 

Please click on @DELL-Cares and send Private Message requesting assistance. Hopefully their intervention will get this problem elevated to the appropriate support tier, that has authority to authorise your requested remedy. 

Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you.

I fully understand.... I'm just documenting my experience with yall

Here is a Updated

On 5/26/2021 I finally got a call from the escalation team and this person had his mind made up with 2 choices already. I have the phone recording since I live in a one party consent state. I went back and forth with this person because both choices were not acceptable for me as a gamer.

1. Keep the laptop I got and be happy with only a 60Hz screen

2 Keep my old laptop that has had many issues and hasn't been working right ect..

After going back and forth with this person for 30ish minutes and telling him I sent in my old laptop in the mail the other day in a drop box, he finally agreed to this and he sent me this email.

"Dear Ezekiel,

Further to our conversation today, Wednesday, May 26, 2021, we apologize for the miscommunication of the configuration requested and the configuration you have received. We understand that the replacement computer screen refresh rate does not meet your requirement and would be fine with an alternate configuration which matches the requirement even if that would require selecting a different screen size. The request has been shared with the inventory team and would update you in the next 7 days if any suitable configuration is available.

Dell Consumer Escalation Support is available between Monday to Friday, 9 AM to 5 PM CST. To schedule a call at a more convenient time please respond to this email with a suitable 4-hour time for us to contact you within the mentioned work hours."


Next day on 5/27/2021 I get this email

THIS IS A SYSTEM GENERATED EMAIL
Date: May-27-2021

Dear Customer,

Our records indicate you were shipped the following replacement product. Please expedite the return of the original equipment to avoid any interruption in Dell technical support on your replacement product. If your original equipment has already been returned to Dell or was sent to our repair facility, please disregard this email.

Below are return shipping instructions:

1. Place the product(s) to be returned in the same box in which you received your replacement product(s). Pack each product carefully to prevent damage to the product during shipment and seal the box.
2. Find the prepaid return label provided by Dell. If you do not see the waybill you can request it by sending an email at Exchange_Returns@dell.com
3. Fill out the Form section (Section 2) of the prepaid label (FedEx)
4. Peel the From section (Section 2) from the prepaid return label and adhere it on the outside of the box such that it overlaps the original shipping label while keeping the PO# and Order # exposed.
5. Retain the Shipper Receipt (Section 1) portion of the prepaid label for your records. This is your return tracking number.
6. See the back of the prepaid return label for pickup options.
Please retain the waybill number for proof of delivery to Dell.
For any further queries related to your replacement system you may contact the below number.
Customer Care (1-800-624-9897)
Technical Support (1-800-624-9896)
Dell appreciates your business.
Sincerely,
Dell Exchange Returns Team
Dell | Global Dell Outlet"

I got my laptop back from FedEx because what I used what not a return label ( That's my fault)

I thought Ok let me just call in and get a return label not a big deal. The person I spoke with couldn't understand what was going on and said what I agreed too yesterday with the Escalation team was canceled. I’m like what are you talking about? I was really upset because I waited many day to speak with a department inside Dell that you cannot call. I’m like what did you do because I only called in about a return label. I spoke with the supervisor who said the person I been working with from Escalation Team will be call me tomorrow around 10-12am.

5/28/2021
Today I spoke with the person from Escalation Team and again he called with his mind made up. He generally said I was a abusing the system and what we agreed to was canceled and he was getting the legal team to look into this. He said I could keep the replacement that doesn't work out for me or keep my original laptop that has been having issues none stop.

I am not asking for the world or to be upgraded. I am asking for what you originally agreed to send me and what I agreed too, that's it.
My advice to anyone who’s looking to get a Alienware product with their support/warranty/ damaged don't because they will never take responsibility when they mess up and will find away to get out from the warranty.

Code of Conduct. DELL-Admin>

I'm having issues that may or may not be rectified this Thursday! with my M17 R3 laptop which Alienware doesn't even make anymore!  They say it will be Like/like or better replacement, however they don't have any refurbished ones and don't make them anymore, the closest is the X17 R2, My system has the I9 HK processor, 32 gig ram 2070 RTX NVidia 16 gig. the UHD screen, Tobil eye tracking( which is a godsend for a disabled person and gaming) etc. and a built in numerical keypad which isn't even offered! So we will see what's offered. granted its been over a month of three different techs two motherboard replacements, a screen replacement and the last technician who left the laptop apart on my table and never came back!!! so I'm guessing Alienware needs to revamp things a bit!