x15 R2, service disappointment, no solution

Question

The first issue that raised in my Alienware x15 R2 was no power issue for that the Dell changed the motherboard for the first time but the motherboard the person brought was also faulty which did not even turn on. On the same day another ticket was raised after the service and complaint was raised immediately for a another new motherboard and DC port. Then Dell changed the motherboard. Now after changing it the screen is freezing and I can see CPU is getting over heated. Now they are telling me to change the motherboard for another time and the CPU fan. This whole problem continues for the past 1 and half months. I asked for a replacement system because after the defects caused by the technician and manufacturing defects and also the defects in the new parts they changed. I am not getting a proper response. As this is not an India product they are telling that they can replace nor they are solving the problem and wasting my warranty time period. Even though you guys are telling it's an international warranty you guys are ready to replace a product bought in India and not the other ones.

Should I again take to abroad for the replacement because I'm scared after all these my system warranty and my system is getting damaged hardly service after service. As you can see two motherboards have been changed and one DC port. Now they are claiming to change an another motherboard and CPU fan. And the first issue raised before even opening my laptop for 10 times that is within a month.

crimsom · Answer

Hi @Mane_321 welcome to this free user-to-user Alienware laptop discussion forum.

Within the first 30 days there is option to Reject system delivered with faults. Dell Refund policy, New vs Refurbished - Dell Community. Thereafter the Dell warranty is invoked.

Seemingly your Dell international warranty is working but the problem has not been fixed. If the same problem is not fixed on three separate occasions, it is Dell policy to provide replacement laptop that has equal to or better than specification.

Please click on @DELL-Cares to send Private Message requesting assistance. Thank you.

Mane_321 · Answer

My problem is envoked within a month of purchase.

1.How can I get the certificate for replacement when the laptop is bought Singapore and currently I'm in India?

2. Should I go to Singapore for this ?

crimsom · Answer

Hi @Mane_321 thank you for sharing update.

The Alienware x15 R2 12th Generation Intel Core processor i9‑12900H, or i7‑12700H TJUNCTION = 100°C (Junction Temperature is the maximum temperature allowed at the processor die). Intel Core i912900H Processor 24M Cache up to 5.00 GHz Product Specifications, or Intel Core i712700H Processor 24M Cache up to 4.70 GHz Product Specifications.

You should allow your Dell Agent to instigate replacing the system board (aka motherboard) to fix the freezing, etc. problems for the third time under Dell warranty. If not fixed, only then will Dell consider providing a replacement system.

Consumer support services for PCs

MainDieux · Answer

Hey Brother,

I am experiencing the beginning stages of the same situation. Motherboard died after 6 months and I'm getting resistance from tech support.

Dead audio jack, overheating system, dead battery pack, and now dead motherboard. Awful manufacturing and they owe us a new system for how much money we gave them

Alienware

x15 R2, service disappointment, no solution

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