[Formal Complaint] Unreasonable Repair Quotation and Procedural Irregularities for Alienware R13

1. Product Information

Model: Alienware Aurora R13
Purchase Date: March 2022

2. Purpose of Complaint

I purchased this system in March 2022, and I am writing to formally lodge a complaint regarding the highly questionable repair process and the unreasonable cost estimation provided by Dell Korea.

3. Detailed Issues

Sequential Payments: I have already completed two separate payments for the replacement of the Power Supply and the Motherboard as initially diagnosed.
Sudden Additional Quote: During the repair process, I was suddenly informed of a CPU failure and received a third payment request.
Exorbitant Cost: The additional quote for the CPU is approximately 1.41 million KRW (approx. $1,050 USD). This is more than double the current market price for the same component and is completely illogical compared to the motherboard replacement cost (approx. 230,000 KRW).
Procedural Irregularities: The assigned representative did not use Dell's official payment system. Instead, they sent a private email with a direct payment link, pressuring me to pay immediately. This raises serious concerns regarding Dell’s official security protocols and standard operating procedures.

4. Formal Requests

Provide a detailed, written breakdown justifying the 1.41 million KRW quote for the CPU.
Verify whether it is Dell's official policy for representatives to solicit payments through private email links.
I demand that the repair of the Motherboard and Power Supply (which are already paid for) be completed first to re-verify the alleged CPU failure.

5. Closing Statement

As a customer who invested in the premium Alienware line, I am deeply disappointed by this lack of transparency and the predatory pricing. I expect a formal investigation and a sincere response. If this matter is not resolved reasonably.

"I am a Korean customer, and unfortunately, my English is not proficient enough to discuss this complex matter over the phone. Since I could not find any other appropriate channel to voice my concerns, I am leaving this message here. I kindly ask for your understanding as I am using a translator to communicate."

고정 게시물

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Alienware

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