m15 R2, poor quality control!

Question

I purchased a new Alienware m15 R2 from the Dell Canada website April 2020. New, out of box came with a dent in the display. Six weeks later, display and motherboard failure. Dell would not replace or refund laptop because it was 14 days past the 30 day period (had also purchased extended warranty). Had to send back for repair. Customer service was ridiculous! Different agents relaying different diagnosis of problems. Laptop returned in June, refurbished motherboard and new display. New display very poorly installed, visible gap where it meet the bezel, display extends below frame at bottom of upper casing. It worked and laptop was required for work during COVID, didn't send it back. Very dissatisfied with Dell service and their complete lack of quality control! Fast forward to early October, just under 6 months old, repeated BSOD. Online diagnostic and boot diagnostic confirm RAM failure. Needs another motherboard replacement! No option to replace this defective laptop! When asked how Dell determines if a machine is a lemon, must break 3 times in 28 days! This is my 2nd Dell, first was XPS, it never worked right either, battery/charging issues. I'm a photography editor, bought it for the display and colour accuracy (OLED), and ability to perform intense graphics work, occasional gamer. Specs were great and when it works, it is an excellent laptop. Sadly, quality of hardware is completely lacking. I will never buy Dell again!

Colina_E · Accepted Answer

Dell finally consented to replace my defective laptop with a new one. The warranty was transferred to the new laptop. The new one is a custom R3, and is working very well. I wish my first purchase had worked like this one. This is the reason I bought the Alienware in the first place, it handles games and graphics the way I want it to.

It did require escalating...

All in all, I'm satisfied now (though I'm terrified to update the bios!).

Colina_E · Answer

UPDATE: Technician came to the house. Replaced Motherboard. Failed boot diagnostic. Had tech boot it normally to see if it would boot to Windows. It did, but no audio/speakers installed. Had the tech open it up again to confirm connections. Reboot, still no speakers. Need another motherboard as the one they sent was defective. Asked Dell for a replacement laptop, Dell said I did not meet the criteria of 3 malfunctions in 28 days. So 6 month old laptop, 3 motherboards.

crimsom · Answer

Hi @Colina_E  sadly you are another unhappy Dell Customer. It is important to keep complaining. Also remember to Report an Unresolved Issue as recommended in DELL-Cares process. This online Unresolved Issue form will be sent to a different group at Dell who have discretion to give you a new m15 or refund your money.

A51-06 · Answer

I'm very sorry to hear that @Colina_E,

Did you use the Report Unresolved issue button yet?

That helped me fix my Palm rest staining issue because they replaced it for free and they changed the color to black.

Colina_E · Answer

Thank you @Alienware Area-51 ALX 2006 . I have used the Report Unresolved issue option (yesterday) and am waiting for a response.

Colina_E · Answer

Thank you @crimsom crimson. I have filed an Unresolved issue. I received a message this morning a 'Resolution Expert' telling me they would not replace/exchange/refund my laptop. However, they will 'review my case with their team'. This response was from my tech support message though, not the Unresolved Issue. I am beyond frustrated. You'd think it would be more cost efficient for them to just replace the laptop after 3 motherboard replacements, 1 display replacement (I'm sending it back to have them fix that too, so that will be 2 display replacements).

crimsom · Answer

Hi @Colina_E  when Dell Unresolved Issue is correctly processed, your best option is to get a full refund. Then purchase a new laptop with a full warranty so you can reject it within the first 30 days and get a full refund. Remember to keep complaining, especially if the Unresolved Issue team is not responding (more poor quality control). Keep posting updates in this very public thread.

A51-06 · Answer

Thank you for your reply @Colina_E and I hope you get a product that was satisfactory to your needs.

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m15 R2, poor quality control!

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