Worst tech support ever

Question

The quality of your computers is completely outweighed by the worst customer service i have ever experienced! Last year i purchased an Aurora R5 with a 2 year premium warranty (since i need a computer for work.) Total purchase price around $2000. About 5 weeks ago an update was released with bad bios and my motherboard was fried and OS was corrupted. This was resolved by a tech showing up at my house and replacing the motherboard. Then realizing the OS was corrupted i was back on the phone with customer support who then emailed me windows. I then drove 45 minutes to buy a thumb drive and use my brothers computer. I then reinstalled the OS and had a working computer. If this was my entire experience i would have been pretty satisfied it took about a week from broken to fixed. About a week later my computer is having issues again (seemed to be power supply as it failed tests until you unplugged the mobo) so a tech was again sent to my house a week later. put in new mobo and power supply. Issue was unresolved so they were going to send 1 random part and a tech back for another visit. I was unhappy with this resolution and wanted them to at least send the tech with more parts to guarantee my computer would be up and running on the next visit as im 3 weeks behind on work since my computer is broken. Also being out 2 days of work at my other job to accommodate service calls. So at this point i start growing very frustrated. After speaking on the phone for 3 hours to different support people they agree that the part wont fix the computer and want me to send my computer in for a more through diagnostic which takes 7-12 business days. So already being computer less for 3 weeks and paying $250 for in home computer repair warranty now they tell me my computer wont be fixed and returned for about 3 weeks i am very dissatisfied. I ask them to send me a refurbished computer and they can keep mine when its fixed. They refused and said that isn't possible. I tell them to send me a new one. They tell me i dont qualify for replacement. So reluctantly even though i have in home service warranty i send it in. So the process of sending my computer in started on i believe march 7th? Keep in mind this is 3 weeks of attempted repairs, issues caused by an automatic update released from windows. So it is now march 22nd roughly 5 weeks of no computer roughly $4000 lost from being unable to work my at home job and i get an email saying the repair process will be on hold for 5 days. Beyond angry at this point i call dell and ask whats going on and they feed me silly lines like they are on hold for 5 days because they are waiting on a part. my computer is in a dell repair facility id like to assume they have parts there. At this point i am furious and demand a new computer, they tell me i dont qualify. I ask for my money back. They tell me they dont do that. So i am on week 5 of no computer and my computer is 'on hold for repairs' after arriving at the shop 4 days ago. I feel completely cheated by Dell at the moment. i was willing to settle for a refurbished computer 3 weeks into the repair process. i was even willing to pay for shipping for them to send enough parts to guarantee the tech would have the parts needed to fix the computer. No refund. No computer. Given by dell. I have been buying Alienware for the last decade and will never purchase another one after this train wreck of events. My only option being wait.... even longer.... i will update when more delays occur or miraculously if i get my computer back this calendar year.

Alienware - Rodrigo · Answer

Hi,  I am very sorry to hear about your experience. Send me your Service Tag in a PM, so we can review your case from our end.

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