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November 18th, 2022 17:00
Serious problems with an Aurora R13 and Advanced Resolution Rep
I need to find out how to resolve my issues with multiple replacements and them all having the same defective parts, I will try not to put too much personal information here.
I bought the computer that my wife picked out as a Father's Day gift in June.
So lets talk about my most recent order(which at this point will be my last order from Dell/Alienware)
This is the 6th replacement for my original order that was placed in June.
The first computer was incomplete and would not power on, only blinked the power button.
The second computer was defective, they sent a tech to try and replace parts, but he only damaged the computer. It had to be sent in for repairs and was replaced due to the damage that tech caused.
The third computer had the same defective parts. i.e. motherboard/CPU/SSD. Tech support was unable to get the parts for repair, it was replaced with a brand new system (or so they said).
The same happened with the 4th and 5th replacements except the GPU was also bad.
The 6th replacement was sent with an upgraded CPU, instead of the i7-12700F they upgraded it to the i7-12700KF. This computer has a bad motherboard and power supply, also the Alienware command center cause the system to crash to blue screens.
At this point Tech Support offered me another brand-new computer replacement (in writing) since the parts cannot be obtained for parts replacement, which is where further issues started happening.
Now advanced resolutions team has called me and said that they do not care they will not be sending any further replacements and they will be downgrading from the current configuration to a lesser one.
The advance resolution team rep that called me on the phone and stated all this also was trying to overtalk me when I was explain what was going on and started yelling at me. Upon asking to talk to his supervisor he clearly stated that he was the boss, and no one is over him and what he says is the final result or resolution. He stated at this point I could send the computer to the repair depot and if they cannot fix it that they would send a refurbished one with downgraded specs from my current system.
I am just requesting that this is resolved, and I get a working system.


DELL-Jesse L
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December 12th, 2022 03:00
Update = After completing troubleshooting, a DELL-Cares agent setup service.