AW310H, mic not working

Question

I received the Alienware Headset on February 20. From March 13 onwards the mic stopped working. I tried reaching the Dell through email and I was asked by the team to contact the toll free number 080-2510-8001 or 1800-425-0088. The guy in customer service asked me to take my headset to a nearby service center and get it replaced. So as advised by Dell support I tried contacting the service centers listed on the Dell site for the Ernakulam district, and none of the service centers were ready to service/replace the warranty. They said that they only service Laptops, Desktops. Below given is the list of service centers that I contacted. 1) Printech solutions 2) Petra infoserv Pvt Ltd 3) TOPSERV INFOTECH Pvt LTD It's really painful that the product stops working within a month and later when we try to get it serviced neither Dell support nor Dell authorized service centers are ready to attend to the issue. Everyone points to someone else and I have been trying to get this issue fixed for the last 1 month.

crimsom · Answer

Hi @Edwin Tharakan Joseph welcome to this free user-to-user Alienware laptop discussion forum.

Please click on @DELL-Cares and send Private Message requesting assistance with Dell warranty.

Within the first 30 days there is option to Reject a new item that has faults. Dell Refund policy, New vs Refurbished - Dell Community.

DELL-Chris M · Answer

* The DELL-Cares agent will need the private Dell Order number showing the purchase date from Dell
* On what PC model are you testing the AW310H?
* Have you tested the AW310H on multiple PC?
* What operating system?
* Read through, AW310H Alienware Gaming Headset Usage and Troubleshooting Guide
* Read through, AW310H User's Guide

Edwin Tharakan Joseph · Answer

I have purchased this headset at the offer price along with the Inspiron laptop. The Laptop Invoice Date is 10/01/2023.

After the purchase, I registered on the Dell offers site to receive the headset at the offer price and I was notified in an email that the headset is shipped to me on 14/2/23.

The headset mic was working perfectly when I received it, later it stopped working and I tried to reach out to the offers team through email on 13/Mar/2023. And the later incidents I have commented in the previous post

I tried using the headset in Windows 11 (on my newly purchased personal laptop) and Windows 10 in Hp probook(office laptop). In both machines, the mic was not working. When I connect the headset to my laptops the device is getting recognized and can hear the sound but the mic is not active(the headset is recognized as a device without a mic)

I have got the invoice for my Inspiron laptop which I can share with you could you please guide me on how to proceed with this?

Edwin Tharakan Joseph · Answer

Hi Team,

The issue is still not rectified. I had asked the Dell-care team to help but they are asking for the headset invoice. I told them it was bought on offer along with the laptop and I was told by the Dell offers team that it doesn't have any separate invoice and I need only provide the laptop invoice since the offer is tagged to that laptop service tag. I also provided them with the ticket number and screenshot of the track details for my Dell offer redemption ticket through which I received the headset. But they are not responding. Also I have asked the dell offers team for the headset invoice for which also I am yet to receive an update. could you please help

DELL-Jesse L · Answer

Edwin Tharakan Joseph

To receive assistance from Dell support, they need to verify the warranty status and ownership. Click the "Get help now" icon on the right to start a live chat session. Provide to them the private Service Tag and all of your troubleshooting.

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AW310H, mic not working

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