x17 R1, mech keyboard, faulty key?

Hi @SeanS86 !

I hope I can help you with this issue you are having today.

"Just started getting to use my x17 laptop and one of the keys has a lack of springback from the mechanical keyboard. It's all new so there really isn't any reason why 1 key would be worn."

I would try to remove the key cap off the keyboard with a tool made to lift it off but just to be safe, I would take it to a Micro Center store or a Best Buy so if any damage occurs, they're responsible instead of you and have to offer a replacement. I would also try cleaning the keyboard with a microfiber cloth and isopropyl alcohol for any debris inside the keys or around them.

If you don't have either around you, I would recommend asking Dell to replace the laptop itself with a new one.

Hope I could help and let me know if any other issues occur.

Hi @SeanS86 if still within the first 30 days of Approval, please open your online Dell account and create a Service Request to Reject faulty Alienware x17 R1 to get a new replacement (or full refund). Dell Refund policy, New vs Refurbished - Dell Community 

Well, I'd prefer to not to have to replace the laptop as everything else works and I don't care to reload everything on it.

I guess I'll try best buy to see if they can fix it first.

An update on this one.

They had ordered a new keyboard and a tech came out today and replaced it. Great! I thought...

The bottom row of letters on the keyboard don't work at all. This is on a brand new, range topping X17, is this normal??

I'm still stuck on re-opening the ticket and they have me running diagnostics programs... Somehow, I have failed to communicate to them that the bottom row of letters don't work on a $3,000 laptop.

Apparently a diagnostics program can do it, but I can't.

Did you try installing all the drivers for it properly? Actually wait thats a stupid question.

Did you call them and complain about the issue? That's gotta be a keyboard issue.

Update: 

Things just get worse! Got a tech out to replace the keyboard, again, only to find out that the part that communicates between the keyboard and motherboard is the issue and it isn't an available part to order.

So, brand new range-topping laptop with optional more expensive keyboard is DOA. Fun!

Wow, does the support always  Code of Conduct policy which you agreed to when joining. DELL-Admin>  this bad?

Not only do they not have the part to fix the laptop, they won't issue me a replacement. I'm sorry, but I am not willing to accept a $3,000 laptop which needs to be serviced by a technician 4 times in order for it's keyboard to work. This was a purchase that I regretted immediately, not only did they make me jump through unnecessary hoops just to access basic support they can't make their own product work.

How am I supposed to have the confidence to keep this laptop for 3-4 years and well beyond the warranty period?

Back to Lenovo where $1,000 buys me a laptop which works as advertised for 7 years without needing to phone support once.

Hi @SeanS86 welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support. 

If you are still within the first 30 days of Approval, the x17 R1 can be Rejected. Remedy can be full refund or new replacement x17 R1.  Dell Refund policy, New vs Refurbished - Dell Community 

If same fault is not fixed on three sperate occasions, it is Dell policy to replace the x17 R1. 

Please visit your online Dell account and create Service Request, so that Dell knows it has to respond and fix this problem, to your satisfaction. 

[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on Kudos as this user's only reward.]

Dear Dell admin, 

I sincerely apologize for my choice of language when describing the poor and inadequate service I have received.

The thread describing the issue is over 30 days old, the only reasons it took me that long to report the issue is because the laptop remained unused for the first two weeks and then spent another two weeks loading software onto it, as I wasn't in need of it at the time.

The moment I went to use the laptop for the first time I noticed the issue. I took a few days to try to trouble shoot it myself and do the basics (power cycles, dust blower, etc, etc) to make sure I could report the issue properly and then it took me some time to find any resources for support what so ever.

It's been over 30 days since I have asked for support on this issue and the problem went from minor to the entire keyboard being inoperable and your tech not being able to repair it.

I have lost all confidence in your product. It is supposed to be the best laptop on the market and is renown for it's build quality, yet my experience with it is the opposite and the process for support of any kind is like pulling teeth.

If this is how you deal with minor issues near the delivery date and within the warranty period, I don't want to experience what problems are down the road.

I am already in the process of wiping my data off the laptop. I don't want the product anymore, it's being packed up and prepared to ship back to you.

I'm already in contact with their support team, it's been over a month and no solution has been reached.

I no longer want to be a part of the process, I want out. The product doesn't do what was advertised and a brand new machine shouldn't fail its basic functions.

I am posting this here to share it with the community to see if others have experienced anything like this and to warn others of what might be in store if you report an issue 12 days outside of the 30 day period.

I made the mistake of not going over the laptop with a fine-toothed comb when I first received it, trusting the reputation of Alienware.

That was a HUGE mistake. Thanks for coming out!

Hi @SeanS86 thank you for sharing update. 

If you ship the Alienware x17 R1 back to Dell, there will be no refund of your monies. You must let Dell process your Service Request, and wait for Dell to arrange for their courier to collect the Alienware x17 R1. 

You have Dell first year warranty. Please click on @DELL-Cares and send them Private Message requesting assistance. 

Hi @SeanS86 thank you for sharing update. Unfortunately this type of quality assurance problem is very common. If you just want to get rid of x17 R1 without any refund, send it to me to fix so that it can be sold on eBay. Thank you.