Aurora ACT1250, defective unit

I am writing to formally complain about ongoing issues with my Alienware Aurora ACT1250 (Service Tag: <Your private information was removed from public view. DELL-Admin>) and the continued failure to resolve them despite extensive service interventions. I am extremely dissatisfied with both the product and the support I have received.

I purchased this system on August 8, 2025, and it has exhibited serious problems since day one. Despite multiple repair attempts, the issues persist and, in some cases, have worsened.

Summary of issues:

• Sleep mode behaves unpredictably: the system may display the lock screen, enter hibernation instead of sleep, shut down entirely, or shut down then turn itself back on again.
• When using a slideshow as the desktop background across my three monitors, the screens flicker intermittently.
• While streaming music and working in Adobe Lightroom, audio becomes choppy, and Lightroom slows down or freezes. Even when Lightroom is used without streaming music, the application frequently freezes, or all monitors go black, then white, before eventually recovering.

Service history:
I have opened numerous service requests regarding these issues (see list below for some ticket numbers I could find).

During one support call, I was instructed to reinstall Windows. While I understood this would erase my primary drive, I unexpectedly lost all data on my backup drive as well.

A technician was dispatched to my home and replaced the motherboard; however, this did not resolve the issue.
Service Request Number: <Your private information was removed from public view. DELL-Admin>

I was then instructed to bring the system to a Dell-authorized repair center. I was told repairs would take approximately three days. Instead, they retained my system for two weeks and were ultimately unable to fix it.

On January 19, another Dell technician visited my home. This time, the motherboard, graphics power supply, and sound/video cards were replaced. The visit was delayed several days while waiting for parts. Unfortunately, this service made the situation worse: before the technician arrived, all of my monitors worked; after he left, none of them did.

At that point, I was told my only remaining option was to send the system directly to Dell for repair, with an estimated turnaround of 5–7 business days. Dell received my system on January 22. It is now January 28, and the repair status shows that parts are on order  (yet again!) with an estimated completion date of February 15 — far exceeding the original estimate. Using refurbished parts on a brand-new system seems completely wrong.

Current situation:

• Requests for a loaner system have been denied.
• Requests for a replacement system have been denied.
• Requests for a refund have been denied.

As a result, I am left without a functional computer after spending over $3,000 on what is clearly a defective system. I have repeatedly explained that I rely on this computer not only for home use, but for work, yet this has not been given appropriate consideration.

This situation is completely unacceptable. As outlined, the system has undergone multiple major hardware replacements, the Operating System has been reinstalled, prolonged repair timelines, and repeated service failures.  This unit was defective when I received it, and at this point I do not feel confident that it will be in perfect working condition when it finally does arrive.

I am formally requesting one of the following remedies:

1. A full replacement with a new, equivalent system, or
2. A full refund of the purchase price.

I am requesting prompt escalation of this case and a definitive resolution. I expect Dell to stand behind its product and provide an appropriate remedy without further delay.

Below is a list of the service requests that I could find associated with this issue (I’m sure there are more):

<Your private information was removed from public view. DELL-Admin>

I look forward to your immediate response.