16 Aurora AC16250, speaker distortion, normal behavior or a minor defect

distortion sound when f6 and f7 keys are pressed

distortion sound during normal play

distortion sound after visiting dell store gwl. on 3january

I purchased a Dell Alienware 16 Aurora AC16250 on 26 Dec 2025. From DAY ONE, the laptop showed audio distortion. The issue was reported on 27 Dec 2025 within 24 hours of purchase. Since then, this case has gone through multiple escalations and senior Dell officials, yet there is still no final resolution.

On 3 Jan 2026, I received a call from Dell support in Gwalior and was asked to visit the same day. I immediately traveled there, where a software-level repair was performed. During short testing at the store, the issue did not appear. However, within 30 minutes of normal usage after returning to Jhansi, the same distortion reappeared. Fresh video evidence was recorded and shared again.

🔴 Important point:
1. At the Gwalior store, the dealer also demonstrated the same distortion sound on another Alienware 16 Aurora when the F6/F7 volume keys were pressed.

This raises a serious question Dell has not answered:

👉 Is this distortion a known issue across Alienware 16 Aurora units, or are customers expected to accept this as “normal”?

If this behavior is not normal, then my unit is clearly defective from day one.
If Dell believes this is normal, then it is a serious quality concern for a premium Alienware lineup.

2. Dell Senior Resolution Team is calling the speaker a “minor part” and is pushing for speaker replacement.

❗ Let’s be clear:
A brand-new premium laptop with a speaker defect is unacceptable. Audio is a core functionality, not a cosmetic or minor component. No customer should accept repairs on a day-one manufacturing defect. I was given repeated commitments:
• 48 hours for final decision – missed
• Additional 24 hours requested – missed again

After this, I received an out-of-office reply saying the manager is unavailable till 9 Jan 2026. I am an IT student, traveling to Dhanbad, carrying a defective premium laptop with full box, invoice, and accessories — still waiting for Dell to take accountability. This is not a budget device. Delays, missed commitments, and forcing repairs are unacceptable. I am not willing to accept speaker replacement. I am seeking a FULL REPLACEMENT or FULL REFUND.

@DellCares @Alienware
How many escalations does it take to resolve a day-one defect in a premium laptop?

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