Alienware Warranty Repair Experience needed!

Question

Hey all! Do any of you have any experience with sending an Alienware desktop back to Dell for service?

I had to send one off as of April 10th, arrived on the morning of the 13th (at least that is what showed on my Service Ticket information). Logged in this morning to see all dates had moved forward electronically in the system indicating the computer just reached them today. The manipulated dates also included ship out dates for the boxes, which is hilarious because I have the shipping receipt that plainly shows when the boxes were sent and then the other that shows ship out date on my end.

Tried to reach out to Dell Support for some assistance, and my rep was super nice and seemed to want to help, but after waiting for 20 minutes on hold (mostly) he just advised he had sent a message off and it would be 48 hours before anyone could tell me why the dates had been changed, or would change them back???? Still unsure on that. Typically when I see this kind of DB manipulation it's a way for a company or their employees to stall time so they still look in compliance.

I've had really bad experiences with Dell keeping their word on shipping and completion dates for system builds (My Alienware took 1 month beyond the promised delivery date), so as this is my primary work unit, I'm pretty nervous that they are shifting the dates around on the back end, and it makes me wonder whether my 20 day estimate from Dell Support (From ship off to receipt back) is in any way accurate, or if I'm just being misled.

Any experience on this would be greatly appreciated.

Jonny · Answer

Different scenario to you, but I had a problem with a RTX3080 GPU.

I was in contact with them on the Friday and a technician replaced the GPU on the Monday I'm sure.

Their on site repair turnaround was unbelievably good in my case.

Greg100 · Answer

I also had good experience with my Ryzen Aurora R10. Started having BSOD's with certain error reports and codes. Support said to send it back after troubleshooting of no benefit. Unit was sent to Dell under warranty with overnight delivery, next am it was in the Dell Repair station, and that afternoon the GPU was found to be faulty and was replaced. Shipped back overnight arriving here the next day. Took 4 days total to have it back in my hands. Has worked fine since.

HeyallMichael · Answer

Glad you guys have good experiences. Just spent weeks sending a computer off to them which was sent back after 17 minutes of tech review (confirmed through their own records) where they literally did a fix that we had already done remotely...a fix I'd told them was done. These guys are clowns, at least their CS teams and Houston are. Now I'm escalated to Engineering because I wanted to speak to a corporate officer about how miserable this has been and kept getting statements like (well we could have helped you here, but, (insert dramatic pause), you have chosen to go another direction. Yep. Chosen after you failed to heed anything I said for weeks and then let some level 1 tech probably making 11 bucks an hour spend 17 minutes doing what already failed to fix the unit.

Alienware Desktops

Alienware Warranty Repair Experience needed!

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