On Dec 6 I took delivery of a Dell Aurora R13, 3080, i9 12900kf, 32 gig DDR5 RAM, 1T SSD (boot) and 1T SATA (storage) which was displaying error codes of CPU Failure which led to no display and no input ability. Further working with Dell On-Line support got it to turn on but determined there were multiple problems and they would resolve with online remote desktop assistance. We purchased Premium Support Plus extended for 4 more years. We paid an extra $538.71 for Dell Premium Support Plus. The R13, Monitor, Mouse and Keyboard totaled over $5,000. There are no other peripherals connected and nothing added to the machine upon our receipt. 

 

The R13 was delivered by Dell on Dec. 6 2021. Within the first 2 weeks in the warranty period, this unit has CPU Failure. Dell technicians takes Remote Desktop control and spent many hours working on it on multiple different sessions. I spent days sitting in that chair and waiting only to be told they don’t know what’s wrong. Dell finds that there are unrecognized drives, programs will not load, Dell cannot resolve and the R13 does not have full function. I have spoken to and worked with at least 15 different Dell technicians and most all of them have advised that the unit needs to have defective parts replaced because these issues are preventing them from being able to have full function of the R13.

 

After multiple failed attempts by Dell Technicians, they advised the issue would be resolved in the warranty period. They took weeks to determine that it could not be repaired by online technical assistance. They delayed me right past my 30 day warranty date, all the time telling me that it will be repaired “no problem”. These delays continued for weeks and still continue as of this day Jan 28 2022 - almost 2 months after I gave them over $5,000 in exchange for an R13 that does not work as it should.

 

Dell promised delivery of shipping materials to send my computer to a Dell Repair Depot. They continue to schedule and erroneously cancel by Dell on 4 separate occasions. Each time I was told “a box will be delivered in 1-2 business days” but nothing ever came and I had to call them back. I would call on the 3rd day and they would apologize and say they didn’t know what happened but assured me I “would have the box by Friday”. The weekend would pass, Monday would come and no box. This went on and on for weeks. After each phone call I initiated, I would get an email from Dell advising of a cancellation by Dell and they were “very sorry”. They could not explain why or maybe they are doing this intentionally for their benefit. It sure is starting to appear that way. There are way too many errors on their end to argue anything but unfair, unethical, and possibly fraudulent business practices.

 

They continue to advise me to be patient and it will be repaired. They apologize for their mishandling and errors. They assure me that “this time we will get it correct, we promise you, most definately, you will have it repaired this week, this issue will be resolved within 1-2 business days”.

 

Its been almost 2 months since Dell sent me a non-functioning R13 in exchange for my payment of just over $5,000 plus an extra $538 for Premium Support Plus. Most all of that time has been spent on the phon with Dell trying to fix the R13. They’ve exhausted all efforts by me calling them so now it seems to be delayed for mysterious reasons over and over and over again.

 

I’m extremely disappointed.

 

This new Dell Aurora R13 was delivered Dec 6 2021 in an unstable and unusable condition and through multiple attempts by Premium Support Plus, costing an extra $538.71, the computer remains in the same unusable condition as of Jan 28 2022 that it was in when I first notified Dell within my initial 30 day warranty. Dell continues to delay this process with multiple unexplained cancellations and Dell continues to advise this customer that they are “sorry” and I should be hearing from someone soon. 

 

A reasonable and prudent person would consider Dells failure to resolve or effectively respond to the repair/replacement requests under manufacturers warranty, including paying extra for the “highest level of Premium Support” totaling $538.71 to be fraudulent deceptive and unfair business in every sense. Dell was notified within the first 30 day warranty period. Dell was advised that if we cannot fix then I want a 1=1 replacement. This is supported by documentation on Dell’s side as well as the customers. Dell continues to “kick the can down the road” claiming “due to our error” and “our mistakes” but then they just send another email stating that they will reschedule to have the repairs made and, once again, apologies and delays. 

 

I’ve engaged in dozens of calls and multiple online support sessions through remote assistance. I was “escalated” to supervisors whom promised me their “personal attention and direct communication from here forward”. All of my Email inquires to the “supervisor” go unanswered and I never hear from the alleged “supervisor” again, despite my following the supervisors instructions to reply to his email directly; It never happens. 

 

Today, January 28 2022, I received notice via email that a parts were shipped to a holding facility “for the Dell service provider to pick up”.  The email further states that I will be contacted on the day of my service (day of service is indicated as Jan 28 2022). They ordered a MB, I9 12900kf CPU, 1T SSD, and 2 fans along with plastic framing. I don’t want someone else’s returned used parts. I want the brand new functioning R13 that I paid over $5000 with the Premium Support Plus added cost of $538.

 

They just sent me a message stating that the parts are delayed and they will contact me when they are available.

 

I am once again in a position of “standing by” while Dell sends me communication after communication of “what will happen next” but ends up not happening at all. Then this cycle of apologies and delays starts all over again. 

 

My friends and family are advising me, at this juncture, I should be filing complaints 

 

At this juncture, I would expect Dell to replace the defective R13 with a new R13 of the same build. I paid Dell over $5,000 for this R13 package and they delivered a computer that is not functioning, CPU Failure, drives are not found, rear Fan error, with multiple online/desktop diagnosis/repair attempts including clean install which cannot be completed due to the drives not found.  Dell was notified and began working on this while we were within the warranty period. Dell on-line Service Technicians have suggested a new motherboard, new drives, new CPU, and new power supply as potential remedies, yet Dell has consistently failed at proceeding with the Premium Support Plus service that cost me an additional $538.

 

I paid Dell over $5,000 and was delivered a computer that does not work and remains unusable to this day. They have not offered any explanation as to why they continue to delay and fail this process, leaving me with a unusable R13 and I’m out over $5000 plus the $538 Premium Support Plus fee.