Aurora-R7, dropped during shipment, replacement?

Question

Hi, hope you all can put my mind at ease.  Bought an R7 during the Black Friday sales and it was delivered faster than expected, but with one issue, the outer box handles had ripped all the way up to the top lid and it looked like it may have been dropped at some point in transit. I informed Dell/Alienware and they wanted me to unbox it and see if there was any damage to the unit and test if it was functional.  Upon doing this the inner box basically fell apart as it wasn't glued so as soon as I split the tape it fell apart.  I turned it on to find that the hard drive (HDD) wasn't installed (mine has a M2 drive and a HDD).  Further investigation showed that the cable had come off at some point, with a small wear mark on the cable.   Not sure as to the cause of it, but could be related to it dropping?  Also the front fan made a bearing type noise, not the normal hum you would get.  So having a bit of tech knowledge I've plugged the HDD in, initialised it in Windows, and managed to quiet the fan down.  I already told them the fan wasn't that much of an issue as I have some good fans I could put in it's place if needed. Initially they asked for me to send photo's of the box damage, and the hard drive which I did, but hadn't heard from them for about 10 days from that point even with a number of emails from myself.  So finally they came back to me and asked if I would like a refund or a replacement, and I said I would be willing to keep this unit if they can increase the warranty to ensure the drop didn't do any lasting damage, but Dell declined so I went for a replacement. So here is where the piece of mind comes in.  Will this replacement be a new PC?  Same specifications as the first one?  I have yet to use the current machine other than to check if it runs, so really don't want to settle for refurbished considering the amount spent, or any with manufacturing errors, etc..  I still have yet to receive any further emails about the replacement to confirm either way what I will be getting, and no experience with dell replacements.  I feel a bit like a diner who has complained about their meal only to have the new one spat in because I raised an issue.  Hoping it won't be, but I always expect the worse. Thanks,

22GREEN · Accepted Answer

I would say yes definitely it will be a brand new replacement same specs and all not a refurbished. They (Cust. svr. or the support dept. you were talking to) will do the paperwork/return and initialize a new unit to be sent out based on your build. No worries. its just like anything else imo when you order items on-line. If damaged or defective they send out brand new item and they move on to next customer.

But right from seeing the box and hearing that fan I would have done the return right away just for piece of mind. Ya never really know if another damage is lurking in that PC.

speedstep · Answer

You should have rejected the shipment and returned. In either case I would return and get refund. THEN re order. This is a user forum not direct contact with dell sales and support.

speedstep · Answer

If you reach beyond 21 days you will not be able to return.

InfiniteSD · Answer

Thank you for the quick response. As it was during Black Friday I got a discount. If I returned it and then reordered I would have had to pay full price, which to be honest other brands are a bit cheaper than Dell. I was advised by Dell Sales and support to unbox and confirm if there was any damage.

I'm also aware this isn't a sales or support forum, which is why I was looking for piece of mind, and not support. I am in contact with support, be it a bit vague at times.

Has anyone had similar experiences with replacements or this type of issue?

InfiniteSD · Answer

Thank you very much.  I've been told I should see an email in a day or so with the new order details.  They've approved the return so hopefully it's all getting sorted.   Your reply helped a lot.

22GREEN · Answer

@InfiniteSD wrote:

Thank you very much. I've been told I should see an email in a day or so with the new order details. They've approved the return so hopefully it's all getting sorted.

Your reply helped a lot.

Anytime! i'm the same way :)

22GREEN · Answer

PS the R7 is a great machine. I have same one I bought it last March. its a beast!

Eimy_B · Answer

Hi @InfiniteSD, Yes, It should be a new system. Let me know if you have any issues.

InfiniteSD · Answer

Thank you Eimy, I can see that the new order is now on the system with a delivery date end of January. I didn't think it would be this long of a process, but after some research it seems to be the norm. I've still got the delivery, swap boxes over as the old boxes were damaged, and have the old system collected to look forward to. Then maybe start enjoying my beast of a machine!

Alienware Desktops

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