17 R5, what should I do?

Question

I purchased my AW 17 R5 on July 2018 from the USA and brought it over to Canada. But the laptop had thermal issues so I contacted Dell support and spent 5 months trying to fix the laptop. Dell agent promised me compensation for warranty time loss and system replacement. When the repairs failed, they told me that I will be given system exchange like they promised but no compensation due to policy. They also said it was going to be a refurbished laptop. I argued with them for days until I filed a complaint to an agency and an agent from Dell HQ called me and told me that you will get brand new laptop but no compensation for time loss. After days of arguing, I caved in and just accepted the system exchange but the problem starts from here. I received my brand new laptop and this laptop has the same issues. Crash, freezes, network issue, thermal issue and now my mouse and keyboard and track pad won't even respond. When I sent 3 emails on three different occasions, the agent kept replying back asking me to tell her the issues I am experiencing when my emails already contained the information she wanted. She also promised me to contact me back by Wednesday but it's already Friday and the only reply I get from her is, her asking for my computer issues when emails clearly states the problem, I am having. I got a defective laptop from purchase and my new exchange is also a defective unit. From what I experienced, Alienware laptops are not reliable. I want a refund or a system exchange to desktop but Dell won't allow any of those options. So I was thinking of calling my credit card company for help. What other things should I do before taking the last step?

Eimy_B · Answer

Hi @LeeDaniel91, We are very sorry for the bad experience you have had so far. Please send me a private message with the Service Tag so I can review the case.

Alienware

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