Poor communication and quality control issues

Hi,

We are sorry to have put you through this situation.

The factory is doing all they can in order to complete it.

We are expecting the order to be ready soon.

The link will be updated with the latest information soon.

It's crazy these community forums are the only way to get contacted via dell. I appreciate your time & response but today is the day I give up. Broken computer is being picked up soon via FedEx and I've ordered a PC elsewhere that will be here tomorrow. I realized overnight that if I was having this much trouble just getting a replacement for a Dead on Arrival pc, there is no way in the world I would EVER want to deal with a problem past the 30 days out mark. Dell's order support/customer support is nothing short of exhausting, and incapable of even the slightest task.
I'll be returning the replacement without even receiving it, who do I contact to have the order halted?

Hi @Freemaysin  unfortunately you are another unhappy customer that should not have been given a damaged Alienware m15 R4. The first 30 days Approval provides opportunity to Reject damaged system, and you can request new replacement or full refund. Dell Refund policy, New vs Refurbished - Dell Community

Dell will arrange collection of your damaged Alienware m15 R4, do not try and return it yourself. 

Create or amend existing Service Request and clearly declare your requested remedy, new replacement or full refund. Ask for Service Request to be escalated to that Dell senior tier that can authorise your remedy. You will have to wait for Dell senior tier to authorise your Service Request remedy. 

If you paid by credit card, get in touch with card provider, tell them Dell delivered damaged system, and ask they contact Dell to get full refund. 

I did that within minutes of receiving the damaged computer. Fedex is supposedly picking up the computer today, if they don't I'm going to have to spend money out of my own pocket to have it over-nighted UPS because there are no FedEx locations within 100 miles of me other than drop boxes, which I don't trust in freezing temps. Low and behold I received an email saying I only had 10 days from the 28th to return it or they would suspend all warranty/service and charge me for the second computer. I paid with my bank account which is linked to Dell, so not sure the process there but supposedly I didn't request a refund (I did) I requested a replacement. Which has been "in production" since the day of the interaction & I'm being told it's locked in and cannot be cancelled. I'm just going to have to wait on it, and have it returned and refunded. 
Funny thing is my cousin ordered a similar system over the weekend and it has already shipped and is in transit, I think mine is just being delayed until they have received the original/damaged one.

@Freemaysin if you pay to have it returned, Dell will refuse to accept that it has been returned. Dell will continue to charge you. Please wait for the Dell returns process to recover the damaged system. 

I was able to get FedEx to come pick the computer up today, and it is linked to the  Return Authorization # provided. 
It's all out of my hands now. Let's see if I ever get the replacement or a refund. I'll post as I'm updated.

Good luck! I really hope it works out for you. 

I am currently dealing with a similar issue - only waiting on a replacement part for over a month for my faulty laptop. Dell customer service has failed to help me in any way. I am interested to hear what your experience will be with your return. 

I have 0 hope. Still haven't been called back, still no update. FedEx discarded the original "shipment information sent" from my account. The original rep replied to my return tracking information and said the computer is "in transit from Asia to USA"
but still no origin scans, no tracking, no shipping info, no invoice, no service tag associated to the computer. It definitely hasn't shipped, they have my money & I'm willing to bet they won't allow the replacement to be shipped until the receive the original damaged one. But that's just my guess.

my cousin ordered the SAME model computer on Sunday Jan 30th (2 days after my replacement order was made) and he got his shipping info Monday afternoon... he just texted me and told me UPS has the package and it is going to be delivered Friday Feb 4th

what in the actual is going on? I've already left my review/input to do a write up. However I'm not going to file it until the 8th, just to be certain that it doesn't ship before their "estimated" date. But the fact that I'm waiting double the time now for a replacement, and I've had a family member place and order that was received, built, finalized, shipped and probably delivered in the time it takes for me to get my replacement makes me legit furious. Not to mention there still hasn't been a single update or change since the day I received the broken laptop and got this all in motion. It's a shame cause I've always loved Alienware, but this is goodbye.

Wanted to update for anyone paying attention.
The computer finally shipped! Randomly on Sat Feb 5th, but dell never updated it until today. They did have the computer shipped via FedEx Standard Overnight, which evidently caused an issue somehow, because although it was being updated every few hours moving between hubs, it made it to Memphis and then stayed put. Long enough for the delivery to be missed, and for me to be notified that package has been delayed, at which point FedEx told me the package has to be located. AKA its lost. 
I gotta be honest with ya, this has been the most exhausting purchase I've ever made. 
I did manage to get ahold of someone at Dell other than customer support, by sending emails out to 5 different Dell executive customer relations names I found. I got a reply from a lady, who I will not name, who has been pretty helpful. But I have to say, not much other than just telling me sorry and keeping track of the process. I've decided I don't wanna try my chances here, and just opted to have the computer returned. Although I was told it's too late to be rerouted, I have to wait until it arrives (hopefully it does) and begin the return process. 

On a side note, I ordered a M15 R5 from the Dell amazon store on Friday, and it was delivered today no problem! No build issues, no thermal throttling, had the correct BIOS updates and works perfectly. I've always loved Alienware computers and plan on sticking with them, but truth be told I hope I never have to deal with anything support related again via Dell. 
Stay safe guys, will update once the return process has been completed!

Just for an update, I finally got the situation resolved. It took about 3 weeks, but I finally got in touch with a Customer Service Executive who could work magic compared to the order support on the website. FedEx lost the computer once on the way here, and I just sent it back upon arrival. Refund was processed without a hitch. Aside from the initial issues, there was nothing else. I bought a M15 R5 that was shipped out to me in like 3 days and no issues.