x17 R1, 2 w s x keys not working

Question

i have Alienware x17 R1, I bought starting of this year. i got this laptop in February and had to replace my keyboard within 1-2 months of use. after replacing now i have another issue in which 2 w s x and del keys do not work.

i bought this $4500 laptop so that i can perform my work tasks with ease and efficiency and in return i have this faulty laptop whose keyboard malfunctions regularly.

Upon contacting support about this issue and performing every troubleshoot and corrective action, i was told that dell would replace my motherboard and keyboard with refurbished parts. refurbished keyboard is okay but my motherboard should not be replaced with refurbished parts as motherboard is essentially the main component of a laptop.

i am very disappointed that why would i be okay with my brand new laptop being replaced with refurbished parts when i spent like 1000$ extra for same specs which i could have gotten from competitors. i even went online and searched every post in dell forums related to this and tried everything to no use.

i was about to order some computers for my work from dell and i think it will be a big mistake as dell has lost its technical edge it had for so many years. i used to blindly trust dell in computers machinery as this is my third Alienware laptop. but now i think dell no longer is able to fix the issues or stand by its principles and do what is right.

Please help me to solve this issue so i can use this much expensive laptop to at least type something.

crimsom · Answer

Hi @Serenity1991 your opening post makes a very good case for NOT purchasing a Dell PC. Unfortunately it seems that you are stuck with this high end Alienware x17 R1 that has many issues.

Getting an external keyboard is a quick fix.

Please visit your online Dell account and create Service Request with header clearly stating Formal complaint and request escalation to senior Dell tier that has authority to authorize your remedy. Include all of the problems, so that senior Dell tier can investigate and inform you of the outcome of their internal review. This usually takes about 14 working days. Wait for Dell to collect your PC.

Please click on @DELL-Cares and send Private Message requesting assistance.

Serenity1991 · Answer

Thank you @crimsom for the reply. i will try making another service request and see how it goes. getting external keyboard is what i am doing atm but it is not a fix but helplessness.

crimsom · Answer

Hi @Serenity1991 while the Alienware x17 R1 continues to be under Dell warranty, it stops you making any hardware changes, that is why getting an external keyboard is the pragmatic fix. Getting the senior Dell tier to investigate is annoying, but the correct remedy. Hope that Dell Support gets their corporate act together for you. @DELL-Cares should be proactive in resolving this saga for you.

Alienware

x17 R1, 2 w s x keys not working

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