Technical support

I’ve had a laptop (Alienware m17 r3) for about 6-7 months and it was still part of the basic warranty given upon purchase. One day my fan started making loud noises so I assumed it didn’t work. I contacted customer support and they figured that it might of been a system issue. The technician download a new driver which she hoped in fixed the issue, which unfortunately didn’t. 

She later diagnosed the issue as a mother board issue and decided to have an on site technician come to me to replace my motherboard which room about 3 days. The technician tried to fix the motherboard but the problems persisted. He suggested I sent the laptop back to depot to fix the issue. I proceeded to ship it back.

I was later informed that my fan was going to be replaced (covered by warranty) and my LCD wasn’t working?? Although it was working when the technician arrived on site to fix my device and I’ve never had issues with my display. A week later I was informed I had to pay $260 plus tax to “fix” the display. I didn’t bother questioning the company because I hoped that it would speed up the process of fixing my device and a new display wouldn’t be too bad I guess? 

A week later, they fixed everything and sent the device towards me, which encountered some shipment issues that delayed the process for another week. It’s been a whole month since I’ve received my device.

Upon receiving my device, I opened it excitedly as I could proceed with my daily life I had previously done, I downloaded a few programs and tried running applications. The fan was working fine now. I launched an application that I used to run while running several other games that caused no problems to my laptop. A few minutes upon launching the game, my device crashed with a blue screen error.

At first, I didn’t think much of it and assumed sure it’ll be fixed on it own after I restart it. I continued to reopen my applications and it continued to crash. I contacted customer support again and factory reset my device and tried running the application again. I ran a game (Valorant) for a few minutes and it crashed again. More blue screen errors. Saying my device memory wasn’t properly managed. I once again contacted customer support and we restarted my device again completely wiped and downloaded some drivers to fix my device. I tried running the application again and received 5 FPS on my game (usually 200+ Before sending my device in) and after a few minutes, it crashed. 

the technician assumed it was an issue with the SSD card so a technician came on site to replace it and left after restarting my device with a new windows installment. I later went home and opened my game, the problems persisted. I contacted customer support once again in hopes of fixing my device again and they tried to install more drivers once again with no success. After a few more hours of attempts, they decided to send me a replacement after 15 hours on call of customer support.

After approving my exchange for a week, they are currently trying to find a suitable specifications for the device matching my old ones. After another week, they said they couldn’t find the device in stock so they’re searching again. After another 8 business days after their proclaimed 3-5 days reply, they still haven’t replied to me with a possible solution.

It’s been nearly 2 months and I’ve been falling behind in my work without my device. The whole entire process was full of delays, extra payments and unnecessary actions. Is there a possible way to speed this process up and help me get a new device or the problem solved sooner? Because I clearly see my device in stock in many dell stores near me and I’m in a hurry to get my device back after almost 2 months.