13 R1, Technician Damage

Question

My service tag is I was having issues with my DELL ALIENWARE 13 laptop battery. So I paid for Onsite service. The technician who came to change the battery had damaged my POWER CORD which was connecting the POWER BUTTON and MOTHERBOARD, two of the copper strings in the POWER CORD strip came out while he rubbed with his bare hand. Despite this, he fixed the parts. When I inquired about that, he told me nothing will be an issue with that. After one day, my Laptop screen blinked twice and turned off. I couldn’t turn on the laptop. I changed the laptop charger and then I tried. Nothing helped me. So, I complained against the technician that day. The DELL arranged for another technician visit to check the POWER CORD. The technician who came checked the power cord told me that the damage would have SHORT CIRCUITED the system and he reported to the DELL team about the damage. While he tried to fix my laptop, he damaged my MOTHERBOARD. I reported to the DELL about the damaged caused by this technician. The DELL team told me that they would replace, for free, the parts defected parts and they would try fix this issues. After replacing the Motherboard and various strips, we found that HARD DRIVE was not working and INDICATOR BOARD was not blinking. The DELL team replaced that also for free. I found something wrong because the DELL is replacing the parts for free of cost and that too, for some expensive parts. I asked the technician directly about this. He told me that the DELL would help you with this because the technician might have short circuited the system and that was why I was facing serious issues. After replacing the HARD DRIVE and INDICATOR BOARD, the technician who came home to fix these parts reported to DELL that the DCIN cable had also been damaged. Frustrated with DELL, I started arguing with DELL about the repeating issues with my laptop. They were humble even if I was arguing and they assured me that they would fix every issues I am facing, I didn’t know what to do and don’t want to argue against the one who was willing to help me and sort out my issues. After that, my Keyboard was not working. At that point, I started fighting with the DELL. On April 22, while I was reporting to the DELL CUSTOMER CARE, I found unusual rise of Heat in my laptop. The DELL representative asked me to run a diagnostic check and to check physically for any other problem in my laptop. I found another issue, the backlit in back cover was blinking very low. I started fighting with the DELL that if that technician wouldn’t have damaged my POWER CORD and MOTHERBOARD, these issues would not have happened. The DELL assured me to fix these issues also free of cost. I was out of choice rather listening to DELL. Then the DELL sent only Keyboard for replacement and I started arguing with DELL about the Heat Issue and BACK COVER. They told me that they would be sending a technician to check that. The technician who came home found three issues, 1) BATTERY not charging properly, 2) Heat Issue, 3) the Backlit was not glowing high. He reported these issues to DELL. After some days, I got a mail that I had to pay for these things. I literally started arguing with DELL about the damage caused and repeating issues facing due to the POOR TECHNICAL SERVICE by DELL. Then I started asking about the warranty for the parts replaced. Then they agreed that the parts replaced would be covered under warranty and not other issues. Then they sent KEYBOARD alone and then I argued about the battery. Before sending the battery, my Keyboard was not working. I complained about Keyboard defect. Then they sent KEYBOARD and BATTERY. After replacing the KEYBOARD, I am facing the same issue. The Technician who came last had damaged my laptop and I had complained against. Till date, no enquiry had been done. The DELL even tried to fake the things. I sent them the photo and Voice recording of the Technician about the damage. After that they don’t want to talk about that and they are trying to cover up the things. Now, they are suspecting issue with Motherboard and asking me to pay for this. They wasted my time in arguing. They sent me defected Motherboard because I am facing these issues right from April 22 which was about one month of Motherboard replacement. They made me to waste the days in arguing and now they are telling that the warranty is under 90 days only. I am telling them that I have complained about these issues on April 22 itself. They are acting like DEAF guys. I, even escalated this issue. They seems more like a DEAF and acting as if they didn’t do anything. In the mail, I requested the DELL to furnish information for the following 1) I have complained on three parts viz, Keyboard, Heat Sink and back cover on April 22. The Dell has sent only Keyboard on warranty. 1-a. I request you tell me how the Dell chose one product among the three parts to be covered under warranty? 1-b. Why the Dell didn't send the remaining Back cover and Heat sink under warranty? 1-c. Under what terms and condition of Dell, the Keyboard was sent to me under warranty? 2) After replacing the Keyboard once, it seems to be defected, so I requested you to replace the Keyboard again. After replacing the Keyboard, the same issue is continuing and the technician suspected there would be a issue with Motherboard. So the Dell is asking me to pay for these. I request you to brief me the following points regarding this 2-a. If you are suspecting Motherboard now, why didn't the technician who came home to change Keyboard at first suspect the issue? 2-b. I have complained on the Keyboard, Heat sink and back cover on April 22nd itself. Why shouldn't I suspect the motherboard at that time itself because the same issues are repeating till now. 2-c. If the Motherboard has found defected at the time I complained on these parts, it would have covered under warranty of Motherboard which was replaced just before April. I need to know the Dell terms and conditions for the technician if he didn't diagnose the technical issue correctly? 3)Kindly read this point along with complaint mail which I send to you on 9th July and and the mail which I send with voice recording on 11th July. In the Voice Recording, the technician is telling clearly that there was a damage which he didn't report to the DELL and exactly what my complaint was. To the contrary, the DELL has given me a mail on July 11th and 23rd. In the mail on July 11th, DELL stated that the technician reported that there was no damage and in the mail on July 23rd, DELL has stated that the technician didn't mention anything about the damage. This clearly shows that DELL is trying to fake the incidents happened. 3-a.I need to know why the DELL is giving contrary statements 3-b.I have complained against the technician on July 9th. I need to why the DELL didn't inquire about that till the date 3-c.I need to know the DELL terms and conditions about the maximum days from the receipt of complaint for which DELL has to inquire into that 4) The Dell technician have damaged my laptop's various parts such as Motherboard, Power cord and recently the cover. The Dell has replaced various parts as a remedy as I getting defection one after other continuously. I need to know the following details regarding this. 4-a. what is reason the Dell has replaced the following parts free of cost for which I had not paid viz. Power cord, Palm Rest, Indicator Board,Mother Board, Hard Drive, DCIN cable, Keyboard,etc... 4-b. under what Dell terms and conditions, the Dell has replaced the following parts free of Cost for which I had not paid viz. Power cord, Palm Rest, Indicator Board,Mother Board, Hard Drive, DCIN cable, Keyboard,etc... They are sending the same mail that 'We would like to inform you that the case has been discussed and reviewed again . Please note that the service provided on exception are for one time only. Damage will not be covered by Dell as per the warranty guidelines. We regret to inform you that as per current warranty entitlement we will not be able to provide you free extended support on your machine.'

purple397 · Answer

Has this computer ever worked?  For how long?

anjayanragu · Answer

It is working but always with issues repeating one after other....The Dell escalation department is sending the same mail again and again for whatever I ask.... They are trying to cover up the entire things....

Bearewake · Answer

Something doesn't come back to me in this whole story:
Do you have premium support?
Which Alienware model are we talking about? Alienware R3, R4, R5?
After the technician created the damage, why didn't you ask for the replacement of your product?

In general, if the product has damage covered by warranty and the technician cannot solve it after the second attempt, you have the right to request the replacement of the product with a new product that has the same or superior characteristics.

Another possibility that technical support generally applies is the taking in charge of the product to carry out its own tests at home, so as to be able to repair the damage much faster.

anjayanragu · Answer

In short, I asked for replacement of the defected parts. But the replaced part was causing issues continuously. I reported to DELL within 90 days of replacement about this.

anjayanragu · Answer

I have Alienware Echo 13. I dont have premium support. The DELL technician damaged my laptops's POWER CORD, MOTHERBOARD, COVER. After replacing POWER CORD and MOTHERBOARD, I was facing issues continuously. Nothing helped me. On April 22nd I complained about may issues. Then I replaced Keyboard and Battery, after that also I am facing the SAME ISSUE. In June one of the Technician told me that there would be problems with the Motherboard so that I have to change it. I asked DELL about this. They asked me to pay for the Motherboard. I argued with them that my issues had not been resolved till now even after replacing many parts and now they are asking to pay for the motherboard which would resolve all the above. I asked why didn't the Technician suspected the Motherboard issue on April itself because no issues had been resolved and now they suspecting issues with Motherboard. If they would have suspected issues with Motherboard at that time itself, I wouldn't have changed that battery and Keyboard and I would have got the Motherboard under warranty because it was replaced on March as the technician damaged my Motherboard.

crimsom · Answer

Hi @anjayanragu  Dell has assigned a Contractor to fix this problem, there are no Dell Technicians. Dell 100% guarantees the work of their assigned Contractor(s), who may never have worked on a Dell computer. After the second attempt of the continuing Contractor fault, it is Dell policy to automatically provide a new replacement system or a full refund. Please visit your online Dell account, update your existing or create new Service Request, explain what has happened and clearly include which remedy you request. Ask that your Formal Complaint is escalated to that Dell tier that can authorise your remedy. Do not attempt to return your system, wait for Dell to collect it. Unfortunately, you must wait for Dell to authorise your requested remedy.

Alienware

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