Unsolved
4 Posts
0
507
November 6th, 2020 05:00
m17 R1, warranty, poor service
My M17 started having issues before it was 1 year old. July 2020 I contacted Technical Support and was told to send it in to "diagnose and repair/replace parts". (Fan and motherboard replaced) I got it back only to have other problems start shortly after. (Fans running constantly, CPU not working properly) Contacted Tech Support again and was told the same thing, send it in to "diagnose and repair/replace parts". It was returned yesterday (parts were on backorder) and found issues right out of the box. (problems that didn't exist when I sent it in). They also reinstalled Windows but none of the factory Alienware software. I immediately contacted Tech Support and was told "Sorry to hear you're still having issues....", Unacceptable. Dell also told me that my warranty was expiring, and I may want to renew. I called Dell and was offered a 20% (~$100) discount on an extended warranty. I accepted, only to receive the invoice with no discount. I've called Dell Customer Care, Sales, Warranty, Tech support, all say the same thing, not our department, try another. Dell owes me a fully functional computer and $100, but at this point I'm sceptical I'll get either.
Fisherman20
4 Posts
0
November 6th, 2020 06:00
No surprise. Dell just responded to my post "Sorry to hear you're having problems, please contact another department" Customer Care, once they have your money they don't care. Worst customer service.
Fisherman20
4 Posts
0
November 17th, 2020 16:00
Spoke to tech support again yesterday after getting my M17 back from service. More problems right out of the box. Tech tried to remote diagnose problems, but determined it was hardware, AGAIN. Sounds like possibly a third motherboard replacement, maybe other parts, all since July 2020. At what point to they call it a lost cause and issue a new computer??! Also have spoken to about 15 different operators at Dell. From sales, tech support, customer care, financial, regarding being overcharged for an extended warranty. Same answer from all. "Sorry, not our department" Today I was transferred 4 times, then they hung up on me. Still no working computer and out $100 bucks. Ill be looking at other options before I buy another computer.
Fisherman20
4 Posts
0
February 3rd, 2021 05:00
m17 R1 issues still ongoing. I am about to send the computer back to for service for the fifth time in six months. They've replaced the motherboard 3 times, daughter board once, plus fans, heat sink and other parts. Twice returned to me with problems right out of the box. This time it wouldn't even startup. Like they don't even check to make sure it works after service. I found out they likely use refurbished or used parts for the service. no surprise that they don't last. I expect they'll install another motherboard this time. I asked Dell about a replacement and was offered a refurbished computer. So I asked about a discount on a new computer instead, and was told the same line "not our department, you'll have to ask someone else". $3000 for a computer that doesn't last 12 months.
DELL-Cares
Moderator
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27.4K Posts
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February 3rd, 2021 23:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.