x17 R2, lid, speaker, issues

Question

I just received my new x17 R2 two days ago. These two issues come with unboxing. First, it can not go to sleep by closing the lid. I asked Dell support and I tried all methods that they gave me, and all software is the latest version, but it still does work. Then I figure out this is not an x17 R2, software, or setting issue. The laptop successfully sleeps when I put the iPad's magic keyboard close to the x17 R2 because the iPad's keyboard has magnets that can be recognized by x17 R2. My laptop cannot recognize its lid by closing. Second, the left side speaker plays horrible distortion while the volume is higher than 50%, and I have heard many people have the same issue. This is a device of almost $4000. I can't accept it has this kind of ridiculous issue. I am tired of Dell support sending me the video, again and again, this is 100% hardware issue that comes with the unboxing.

DELL-Cares · Accepted Answer

Hi, Jostar

We hope you are doing great. We wanted to follow up with since we have not heard from you on your support case. Please let us know if you would like to proceed with the offered system replacement and we'll continue accordingly on your case.

JOcean · Answer

You have 30 days to return the laptop or ask Dell for a replacement. As for the sleep issue, the fact that your iPad keyboard puts the unit to sleep tells me that either the magnet in the display housing is out of place or missing completely. In any case I would be calling Dell tech support to express your displeasure and have them rectify the situation.

crimsom · Answer

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

Within the first 30 days there is option to Reject the Alienware X17 R2 delivered with fault(s) and request full refund or new replacement system. Dell Refund policy, New vs Refurbished - Dell Community

Please visit your online Dell account asap and create Service Request to officially book your Reject option. Clearly state your Reject remedy: full refund or new replacement system. If new replacement system option selected, then your Dell warranty continues to tick away. Full refund option is advocated. Include your Opening Post text together with any other information/evidence. Request escalation to senior Dell tier that can authorise your Reject option. This usually takes ten working days. Wait for Dell to collect your system.

Jostar · Answer

I would like to proceed with the offered system replacement. Please let me know further information.

Brad L (retired) · Answer

Please continue working with the team to get this arranged.

Alienware

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