x17 R1, keyboard issue, getting transferred back and forth

Question

Hey, I've tried reaching out through support but constantly am getting tossed around from department to department and getting false information.

I preordered an alienware x17 R1. One year into the services I got notified that support services expired. Within HOURS my keyboard and sound stopped working. I called support payed the subscription. We went through all diagnostics but my computer didn't find any problem. They told me they would send a box and I would get it fixed for no charge because it was under warranty. I explained I lived in a remote location that made mail delivery impossible but he said it was the only way. I never got the box. I called again they again sent a box and again I never recieved it. I called to explain things again and was told that my warranty would be honored for these particular issues to be fixed even if the warranty expired that it would be grandfathered in. I finally moved to a place that allows me to recieve mail like a normal human being. To my surprise when opening my laptop on November 1st a hardware issue for my keyboard has FINALLY been detected, but my warrant ended in october.... 4 hours prior to this discovery. But I'm no longer under warranty. I was directed to email them to request contact. Everyone I was sent to constantly gave me different department numbers and transferring me to them and after a while I started testing them if I was being tossed around. I repeated intentionally wrong numbers back after they gave it to me and they said it was correct after going back and forth repeating numbers 3 times to confirm they understand the numbers that I intentionally got wrong slowly and they kept confirming it. When I told then what I did they started speaking over me and told me my only option is self repair and then stated that it was my fault that i didnt contact them after I recieved their email. After being I told him that isn't what I wanted he asked me to find the email. I read it out to him with all the number, it was dated February 26,2023. He said that I CALLED ON FEBRUARY 28TH, 2 days later, but said i needed to call after that email and because i didnt the grandfathered agreement will not be honored. Then I asked him to say the date again to he confirmed February 28 was the last I called, I pointed out that it was in fact after the email he told me i needed to speak with a different department and transfered me to customer care who then immediately cut me off to transfer me back and had no interest in listening to the issue. Two times my computer messed up within hours of warranty ending. And all I'm told is this is my fault for living in a place that doesn't allow me to have the equal opportunity to utilize this service, ignoring the fact that I was told it would be grandfathered in. Can I please just get this box and have my computer fixed like promised and have this grandfathered in like I was told.

NATHANwaters · Answer

I know there are a bit of typos and grammar issues, but to be fair try ordering something totaling $5000+ and everytime warranty ends magically your computer malfunctions and given promises just to be told you are a liar by said tech support that made those promises. And to be cut off anytime you defend yourself on their accusations with 'that's just the policy'. It honestly feels like the apple situation with the company intentionally making older devices fail to get you to keep buying services/products. Bait and switch isn't cool. It seems very dishonest to be told your device would be grandfathered in so that there is less stress as I get somewhere that I can actually act upon my services, and then getting told when you finally get to a point to do something about it and being told too bad you shouldn't of listen to us in the first place. But don't worry dear valued customer you can easily call again to go through it again and do nothing but waste your time just to be told you already called and have a case number and will not be able to make any kind of traction. No one will transfer me to any managers or supervisors if it even exist in their call center in God knows where. Not that I care that is a different country but you'd think dell would take the time if their customers spend thousands to get an alienware that we would get people who listen and actually try to help instead of pulling excuses out of a hat.

NATHANwaters · Answer

Now I ran Another diagnostic test and guess WHAT?!?!? NO ISSUES FOUND. Except the keyboard doesn't work. SupportAssist is top tier tech.

NATHANwaters · Answer

I've tried everything. I talked to a technician months ago and ran all tests. He said it is the actual keyboard's hardware. The issue is, I was told because I had a warranty on hardware and reported it within the warranty period but couldn't send packages or recieve packages due to being in a remote area inside the United States that my machine would be grandfathered in and fixed under the confines of the warranty and the issue reported. Now that the warranty actually ended the technicians are not honoring the grandfathered device after I was told months ago that I would. I just had a remote job for part of the year. I explained everything to them last time and we had a good line of communication, but I can't even explain because they don't want to listen unless you have warranty but I can't get warranty without my computer working like it should or get premium support because I reported the initial problem. But the staff called me a liar and transferred me to a different department when I asked if I could appeal the decision to not honor the grandfathered agreement. And every excuse they gave I had proof that they were not correct. So either they are consistently lying or rude and don't care. Either way shouldn't be okay.

(edited)

DELL-Chris M · Answer

If you have not tested the Keyboard firmware updates, please do so and let us know.

* Go here
* Insert your private Service Tag
* Click Search
* On the right under, "Quick links", click View product specs
* Find your keyboard
* Click the down arrow to expand
* Look for either Cherry or Per Key

Once you have identified the keyboard, download and install the correct firmware shown below =

Alienware Cherry Keyboard Firmware Update Utility

Alienware Per Key Keyboard Firmware Update Utility

When finished, restart the PC and retest.

NATHANwaters · Answer

@DELL-Chris M​ No it is the hardware. I had a Dell technician run all the tests remotely but I couldn't send it in due to not receiving the box with the label and living in remote areas. I reported it and request for a fix during the warranty. I was told I could request a box when I got to a non remote location that me reporting the issue and making the request would be a good enough paper trail to back my story if it came out of warranty. But now I'm being told that I have to pay for it to be fixed because it's out of warranty.

Alienware

x17 R1, keyboard issue, getting transferred back and forth

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