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DELL SERVICE TEAM not agreeing with me
My Alienware 17 R4 recently got screen replacement and later that day I noticed that the replaced screen has terrible screen or backlight bleeding, I reported that to the agent and he tells me that I should test the light bleed with a WHITE background but not the usual BLACK.
crimsom
6 Professor
6 Professor
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January 26th, 2021 00:00
Hi @harryhulk433 different people have different skills. If fault resolution inadequate, then escalation of formal complaint is the next step to get fault fixed. Use the Dell fault resolution system.
harryhulk433
13 Posts
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January 26th, 2021 00:00
crimsom
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January 26th, 2021 00:00
Hi @harryhulk433 seems that your 17 R4 has a new problem because the replacement screen has a fault. Please note that it is reasonable for agent to ask for evidence of a fault so that they can give the appropriate response, such as provide replacement screen from a different manufacturing batch.
Only if resolution problematic, take photographs and attach to email Dell Service team (not phone call), tell them this is a formal complaint, how you want this problem to be resolved and ask for fault escalation status by return email, as evidence that fault reported and their response. Hopefully, resolution will be undertaken in response to your formal complaint.
DELL-Chris M
Community Manager
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January 26th, 2021 08:00
harryhulk433,
Just curious, did the technician ask you to run the Alienware Laptop LCD BIST (Built-in Self Test) and take pictures or video of the issue?