m15 R3, breakdown, horrible tech support experience

Question

My new M15 R3 $2.5K laptop was diagnosed with NO POST issue by Dell tech support by simply asking me to check pressing F2/F12 or the Caps Lock no LED lights up. Dell tech support concluded that I need a motherboard replacement on this brand new laptop after less than 90 days of purchase.

At first, they scheduled the technician visit within three days, then after a week due to the part delay, then 2 more weeks due to the part delay "again". While waiting for part, Dell tech support claims:

They have no alternative solution due to the part delay.
They will not send out tech to diagnose. The issue is 100% a bad motherboard. What if we waited the motherboard it turns out to be other parts need replacement or a simple fix?
They do not have a repair center to expedite the replacement process. The repair center doesn't have a motherboard in stock, what a joke?!
They do not provide a temporary laptop as alternative.
They cannot exchange the defective laptop for replacement due to the product quality issue.
They cannot process a return for refund after all above mention.

After 4 hours of calling, all Dell Tech Support and Customer Service can say is to ask me to WAIT for another two weeks. No other action they will do in between. That means I will not have a laptop to use for one month at least. Dell Tech Support and Customer Service does not seem to care or understand the inconvenience of not having the laptop for work for this long period of time. A $2.5K laptop becomes inoperable or will be opened and reworked just after less than 90 days of purchase. Really disappointed, and feel money wasted. The Tech Support department does nothing like tech support should have done. They simply checked the status and asked me to wait. They did not try to troubleshoot to narrow down the issue, instead of the expensive and long lead time way of replacing motherboard. I suspect they created background noise after hours of calling, claiming their server broke down just to keep the claims away. It has been two weeks, and they keep using the same technique. It's really sarcastic that Dell Tech Support experience computer issue that they cannot resolve at their own.

I needed the laptop for important works and my daily life has been interrupted by this cause. Dell Tech Support and Customer Service do not seem to care about customers. They keep delaying the process with an appear rational reason yet do not try to resolve the problem. What is the best they can do now is to let me return the laptop and get a refund, as I am now suffer by this defective product!

dandizhang · Answer

So I have been waited untill the motherboard estimated arrival date. It has been delay again and again.

Do you all really care about the inconveniece of not having a working laptop due to product defective?

It has been 1 month with this NOPOST issue. I am really really disapointed with Dell's Tech Support and Customer Service.

Please please do your best to provide an alternative solution. Don't keep your customer waiting without any resolution.

dandizhang · Answer

Everyone should see this secive shedule delay history below.

Anyone in Dell can help???
At this point, it is clear that the part that need replacement isnt available, that is why the delay.

So as a Dell Care or Customer Service, or Tech Support you really should provide an alternative solution to minimize the inconveniences of customer for the cause of this defective product.

How much longer Dell Care want to keep this pospone before you are willing to hear this reasonable request?

Service Scheduled
Tue, Nov 3, 2020 3:22 AM
Your technician is scheduled to arrive onsite on Thu, Nov 5, 2020 8:00 AM
Tue, Nov 3, 2020 3:22 AM
We’re sorry, there’s been a delay. Check back here for updates.
Wed, Oct 28, 2020 3:19 AM
Your technician is scheduled to arrive onsite on Tue, Nov 3, 2020 8:00 AM
Wed, Oct 28, 2020 3:19 AM
We’re sorry, there’s been a delay. Check back here for updates.
Fri, Oct 23, 2020 3:27 AM
Your technician is scheduled to arrive onsite on Wed, Oct 28, 2020 7:00 AM
Thu, Oct 22, 2020 7:48 PM
We’re sorry, there’s been a delay. Check back here for updates.
Tue, Oct 20, 2020 9:34 PM
Your technician is scheduled to arrive onsite on Fri, Oct 23, 2020 7:00 AM
Tue, Oct 20, 2020 9:29 PM
The technician is scheduled to arrive between Wed, Oct 21, 2020 8:00 AM and Wed, Oct 21, 2020 6:00 PM.

Service Scheduled
Tue, Oct 13, 2020 11:02 AM
Your technician is scheduled to arrive onsite on Wed, Oct 21, 2020 5:00 PM
Tue, Oct 13, 2020 11:00 AM
Your appointment has been rescheduled between Wed, Oct 14, 2020 7:00 AM and Wed, Oct 14, 2020 4:59 PM. Please contact technical support with any questions.
Mon, Oct 12, 2020 6:06 PM
The technician is scheduled to arrive between Wed, Oct 14, 2020 9:00 AM and Wed, Oct 14, 2020 6:00 PM.
Parts Ordered
Mon, Oct 12, 2020 6:06 PM
Your parts have been ordered. The technician will bring the parts to your service appointment on Wed, Oct 14, 2020.

crimsom · Answer

Hi @dandizhang sadly you are another Dell customer with a new problematic Alienware M15 Laptop. If you are within 30 days of your purchase date, you should reject and get a full refund soonest. If Dell has delayed delivery and you are more than 30 days from purchase date, you are stuck with the Dell warranty and refurbished replacement parts. However, you should still try and reject with explanation that recent delivery of faulty item should never have happened. Dell quality assurance is not what it used to be.

Alienware

m15 R3, breakdown, horrible tech support experience

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