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July 29th, 2022 16:00
m15 R2, what is going on with Dell support?
Alienware m15 R2
Long story short, this is the second time my Alienware m15 R2 has failed.
First time, it took Dell two in home visits and over a month in the repair depot to repair this laptop. After it was repaired, the laptop still had coil whine and HDMI out of sync issues. Due to work and afraid of another huge downtime, I took the laptop as is and it worked for a few more month before it broke again, 3 weeks ago.
This time, it was more of the same except worse. First in home visit, the tech replaced the motherboard, but the replacement motherboard failed the onboard test due to faulty memory. Second in home visit, another tech came, and he did a horrible job, as after he installed the replacement motherboard, the case can't be closed and the system BSOD within an hour of using it.
I contacted support after the second in home visit and asked my ticket to be escalated, as this is beyond acceptable. The CSR first offered depot repair again, but later agreed with me and the ticket was escalated to exchange. First exchange offer was for a laptop with lesser than spec than my current broken one. I of course rejected the offer.
Now a week later, I still have not received the second exchange offer, as Dell CSR is still trying to find a suitable replacement.
crimsom
9 Technologist
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6.1K Posts
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July 30th, 2022 04:00
Hi @speedingtickets welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support.
The work undertaken by Dell assigned local Contractors have 100% Dell warranty. Parts provided by Dell may be new or refurbished and are 100% guaranteed to be fully functional. It is Dell policy that after the fourth failed attempt, a fully functional replacement system shall be provided of same or better build standard.
The Official Dell Service Repair Depot shall return a fully functional system that is fully tested and 100% guaranteed to work. But they failed (still had coil whine and HDMI out-of-sync issues).
From your opening post it seems that Dell Quality Assurance has fundamentally failed, a very sad day for Dell Technologies. The at home plus depot repairs must constitute the equivalent of four failed repairs under warranty.
Please update your Service Request with escalated Formal Complaint to senior Dell tier that can authorise your remedy with compensation.