Hello everyone. I am saddened to think after owning many Alienware laptops and Dell laptops in my time that I am for the first time receiving poor customer service from dell. 

 

The Problem: My brand new M15 R5 laptop has been getting very warm with minimal use so much so that I can not use it on my lap when doing minor tasks on word or just on the Internet browser. I have been in touch with Alienware support regarding this and have sent my log files to them all of which they claim are completely normal temperatures. After many days they have now shut the door offering me to take the laptop back as they can do nothing to help. I did not expect this from Dell as over the years I have been pleased with their customer service. This email which I have attached below seems to be we can't do anything to resolve the issue and that's it concerning the product. There is no reason why a laptop under low load should get so hot and it is a huge inconvenience having to find a table to rest it on as it's just way to hot to have it anywhere on your body. 

 

The Current Dilema: It is not just as simple after transferring all of my data and using the laptop daily for work to just send it back for a refund. I have asked forum's and most people with the same laptop have no where near my temperatures under low loads. It is a huge inconvenience for me to just give the laptop back and have to wait a significant time to research and buy another. This is something that I really cannot afford to do easily. I want the laptop to be rectified by the customer service team but other than the figures they have received they don't care about the actual user experience of the customer who is now stuck in this predicament. I have asked the problem to be escalated but have not been given a response. I really do feel for the first time in many years I have been completely shut down by the manufacturer with a computer which is only days old. 

 

I humbly ask that Dell make this right. I have bought countless computers from this organisation and I have never had to deal with customer service like this.