m15 R7, freezes, must restart with power button

Hi @torlak welcome to this free user-to-user Alienware laptop discussion forum. 

Was this Alienware m15 R7 purchased without Dell warranty because did not use first 30 days option to Reject system delivered with fault(s)? Dell Refund policy, New vs Refurbished - Dell Community.  

Having recovered to factory state and fault continues, it seems to suggest hardware fault. Please visit Diagnostics and run the run the Full Test to thoroughly analyse your PC and to detect any hardware problems. Please run windows Reliability Monitor and wait for creation of event timeline. Look for reoccurring event that appears during first power-on. Open this event to share Root Cause and Microsoft error code. 

@crimsom thank you for reply but I tried almost everything including what you said. Probably it is hardware problem and I sent the laptop last week to dell. I will write to here the result.

Hello to all,

Alienware M15 R7 laptop 9 months old. So i sent it to warranty and they said that the motherboard was replaced and sent but the same problem still persists. This process took about 2 weeks. Unfortunately, during this time I worked with the old laptop, but I only read my e-mails. It is not clear when it will be repaired again, although 2 days have passed, they still have not received the laptop.

I bought a new laptop and now I can work now I request a refund but they say they can't.

Code of Conduct. DELL-Admin>

The laptop was bought in Germany and Dell Germany could not fix it. So the laptop was not exported.

Hi @torlak welcome to this free user-to-user Alienware laptop discussion forum. 

When requesting repair under Dell warranty you must wait for Dell to arrange collection with tracking. If system board (aka motherboard) replaced you will have a different private seven digit Service Tag alphanumeric code. (For your own protection, do not post your private system Service Tag or Express Service Code in this public forum.) 

Within the first 30 days there is option to Reject system delivered with faults and get full refund. Dell Refund policy, New vs Refurbished - Dell Community. Thereafter you are stuck with first year basic Dell warranty and/or purchase of extended Dell Warranty. 

You can 'Sign In' to escalate your request for full refund within your online Dell account. Create Service Request as a Formal Complaint and request escalation to senior Dell tier that is authorised to review your complaint and if upheld can instigate full refund. Please include all the purchase information, dialogue, emails with first tier Dell responders. The senior Dell tier review usually takes about 10 working days. 

Please post updates so that other users get to know what happens. Thank you. 

Hi @crimsom can please make it a little more specific? I couldn´t find in my online account a complaint or refund option?

Thanks

Hi @torlak Sign In to your online Dell Account. Create Service Request and populate this with your formal complaint and refund option text. 

Hello to all,

Dell sent the laptop to me second time without reparatur. Really I dont know, what I can about this issue. I am not looking for a solution. Only people should to know this customer service satisfaction.