Aurora R11, terrible experience with onsite, support

Question

I bought a $6000 worth Aurora R11 with SSD System drive and HDD storage drive, for only a few months. System detected HDD failure so I requested onsite support.

Tragedy happened all because DELL organized a SSD repair instead of HDD replacement. To get to the SSD, they need to remove the graphic card first. However, onsite technician didn't seem to have training on this specific system for the following unacceptable reasons:

1. Before performing repair, he didn't run any diagnosis to double check the exact problem.

2. He didn't know there are two locks behind the case to hold the power supply unit and he tried to pull it away with brute force.

3. He didn't know there's a clip on PCIe slot holding the graphic card. This is the second time he used brute force to remove parts and this time he broke the PCIe slot, so motherboard needs to be replaced as well.

4. After I clearly explained he went for the wrong hard drive, he still insisted to remove my innocent SSD, checked the serial number and took 3 min to confirm the mistake.

5. Since he didn't have the correct part, he reassembled everything in a rush and left my premises. When I inserted power cable to the back, I found a huge gap between the back panel and the graphic output, which means the graphic card wasn't installed properly and it's sitting at a weird angel.

So I contacted technical support several times to pay immediate attention to the installation issue. I am so worried about the physical condition of components inside, especially the RTX 3080 graphic card! Nevertheless, tech support didn't understand or care about my urgent concern, always replied they would send someone when requested parts are available, and would replace more parts if they find any more damage.

I am so angry and disappointed at the technical support. None of this would have happened if technical support was professional, gentle, patient and being a good listener. Now good parts keep wasted and more time is wasted on new part dispatch. I even worry if the motherboard replacement will end well.

speedstep · Answer

@lzh452621048  Send Private Message to @DELL-Cares with the details to see if you can get resolution.

lzh452621048 · Answer

Thanks for the suggestion, mate. I am just sharing the experience and hoping to help remind others who would likely be requesting repair service to keep an eye on what tech support may do to their beloved devices. It could be just me being unlucky to have an unskillful technician right at the first time, but the online support or phone support not taking the urgent report seriously just makes things worse. It’s hard to imagine parts siting wrong inside the case and could cause entire system failure in worst case scenario.

speedstep · Answer

@lzh452621048

One of the first things I do for any support contractor is have them show ID as well as requiring them to let me make a copy of their dispatch paperwork.

That way you can watch them and if they break something they can be held accountable for the damage.

This is true for work as well as for home or clients.

r72019 · Answer

Also, consider taking photos of any damage and incorrectly installed components to share your experience with that contractor with Dell support.

r72019 · Answer

@lzh452621048 @'When i inserted power cable to the back, i found a hugh gap between the back panel and the graphic output, which means the graphic card wasn't installed properly and it's sitting at a weird angle'  If the GPU retaining clip broke off and your GPU is sloping at an angle because of that you should consider installing it in the lower x16 slot until the board gets replaced.  Keep in mind the R11 doesn't have screws for the slot cover so the only thing holding it in the top slot now is the plastic C bridge.  And the 3080 is a large/heavy card.  Pulling the displayport cable could upset what currently sounds like a tenuous connection to the board.

Sparky1964 · Answer

Now, this event is inexcusable.  I'm sorry for your troubles.  Wow.

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Aurora R11, terrible experience with onsite, support

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