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March 6th, 2023 07:00
m15 R2, worst tech support, requesting escalation
Alienware m15 R2
I've been a long supporter of Dell products and have had my fair share of hiccups with their Tech support when it comes to resolving issues. But recently this one takes the cake. What started out as a simple replacement part to resolve my audio issue with one of the ports turns out to become a bigger problem that is caused by an onsite technician.
The technician was rough with my laptop and had to request a replacement motherboard (when there was nothing wrong with it), was rude to me and a family member of mine, and then could not put back together my laptop properly. I begged tech support not to send me the same guy and yet again they did and the hinge of my laptop is broken. Since I have a cover on my laptop I did not realize it had happened until I took the protective cover off. This is unacceptable and tech support wants me to pay outright to fix the issue that their onsite tech caused! Is there a way to escalate this issue to corporate or a higher team than tech support because I am getting nowhere and time is going by with this issue?
crimsom
9 Technologist
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6.1K Posts
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March 6th, 2023 14:00
Hi @Dreamertastic welcome to this free user-to-user Alienware laptop discussion forum.
Dell assigns a local contractor to install replacement parts and fix issues with your Alienware m15 R2 under Dell warranty. Dell 100% guarantees the work undertaken by their assigned local contractor who may never have worked on a Dell system. Having told Dell Support that their assigned local contractor is inept and rude, first tier Dell Support should never have sent this person for a second visit.
Without further delay, please visit your online Dell account and create Service Request as a formal complaint to be escalated to senior Dell tier for investigation and authorise delivery of new Alienware m15 R2 at no cost. Provide all the background information with dates. The senior Dell tier investigation usually takes 10 working days.
Please click on @DELL-Cares to send Private Message requesting assistance to get this poor warranty service resolved as soon as possible.