Aurora r16 BEWARE OF TONS OF ISSUES!!!

Question

I am requesting someone of a higher position within Dell because communicating with customer service is getting me nowhere. My PC is an Alienware Aurora R16 desktop. I have been having numerous problems with my PC, it first started off with crashing and "blue screening" constantly, as well as all of my external devices, such as my mouse and keyboard were flashing their LED lights and being unresponsive. I had initially had a Dell technician come out to fix the problem, to which he thought was a faulty CPU, it was in fact a faulty motherboard. He had to come back the next week to fix that. Once I booted up my PC, hoping to be rid of all these problems I've been battling with throughout the weeks, my PC would not download windows 11, no matter what I tried, whether that was factory resetting it, or plugging an external USB into it and trying to download it from there. There were also multiple software bugs and issues that occured with my PC that didn't quite make sense to me (like the PC not allowing me to press the number "1" key.) After many attempts of reaching out to your customer support service, they finally allowed me to send the PC in to be fixed by one of your technicians, I waited yet another week for my PC to return to me. Upon returning, INSTANTLY, when I booted up the PC, it said "Hard Drive Not Detected," so I hard reset it and tried it again. It finally let me into windows, but something was wrong, everything was slow, lagging behind and being clunky, my apps I used to use frequently and with no problem are now being slow and freezing my computer. I decided to restart my PC one more time, and when I turned the PC on, everything on the monitor looked as though it had a ripple effect on it, it All the font was glitched with lines cutting through it, apps too.

Needless to say, I am very disappointed with the efficiency Dell has shown me these past few weeks. It seems that everything that gets fixed just causes another problem and as a student with deadlines and assignments due, it is really making my whole life very stressful. I have previously requested a refund or at the VERY least, a replacement and both of them were denied to me. I am becoming increasingly exhausted fighting back and forth and trying to get my PC fixed. Obviously there is something very wrong with the PC if it is still having problems even after it's been sent in for repairs. I am requesting some type of permanent solution from you that will end this endless cycle of problems. Please, I am requesting either a refund of my money that I spent, or a brand new PC. I love Dell and have been supporting your company for years, to receive this level of disregard for a customer is really disheartening and it is starting to make me rethink my choices of going through Dell.

Below are some pictures I have taken of these recent problems after receiving the PC from being repaired.

bradthetechnut · Answer

Sounds like you definitely got a lemon. With CPU and MB being replaced, that leaves the SSD.

Since this is a used to user forum, I can't guarantee your case will be escalated.

@DELL-Nat M Anything that can be done for this customer?

DELL-Nat M · Answer

Unfortunately, I’m unable to escalate this issue as the system has been out of warranty since August :(

Calfred · Answer

Well Fourtunetly, I have already reached Corporate and have sent an escalated packet with more than enough details providing proof of consistent malfunction. I was contacted today via email with a time to address the issue. At least I got passed support!

Calfred · Answer

My system was purchased brand-new, never worked correctly, and has had constant crashes, BSODs, failed OS reinstalls, corrupted system files, reboots, freezing — the whole disaster that so many people here are describing. And just like everyone else, it got progressively worse after every “repair.”

Here’s the part that’s even more disturbing:

There is no way to escalate beyond the same small support group handling all these failed cases.

There’s no supervisor, no corporate-level review, no independent escalation team. Every time you try to escalate, they send you right back to the same “advanced resolution” staff who already mishandled the case.

In my situation, they even swapped out my son’s original support agent without explanation, closed the case without verifying the system was fixed, and then refused to reopen it — even with months of documented failures.

I’m jumping in here because what everyone has described matches my experience almost exactly, and I think it’s important to add the full picture of what’s been happening on my end as well.

My R16 started having major issues early on — constant BSODs, instability, failed factory resets, and problems that never went away no matter how many steps support had me repeat. A BIOS update didn’t fix anything. The system never behaved correctly from the beginning, which makes me think there may have been something wrong at the factory with the operating system or early setup.

I’ve had multiple techs involved and multiple attempts at repair, and the system still isn’t stable. I even had hardware come back missing or loose after service. So when I read the other posts here about corrupted OS installs, repeated failures, elevated support disappearing, and ongoing issues even after hardware replacements — it lines up perfectly with what I’m dealing with.

But here’s the bigger issue:

There is no actual escalation path beyond the same group of people who mishandled my case from the start.

Every time I request corporate escalation or higher-level review, I am routed right back to the same “advanced resolutions” team. The same agents, the same scripts, the same decisions. There is no independent review, no oversight, and no one outside that circle who evaluates the situation with fresh eyes. It’s essentially the same people re-checking their own work and reinforcing their own conclusions.

That’s not a real escalation system — that’s a closed loop.

For customers with systems that appear to have factory-level issues or early component failures (which seems to be the case for several of us with the R16), being stuck in this loop makes it impossible to get proper resolution. Even when repairs fail or new issues appear, it goes right back to the same handful of reps who can’t or won’t escalate higher.

If any Dell reps are monitoring this thread, I’d like to ask directly:

Who can a customer reach when the standard support process fails repeatedly?
Where is the actual higher-level corporate or executive escalation team?
Why are cases involving repeated failures being routed back to the same people who oversaw the failures in the first place?

Because from what I’m seeing, several R16 owners — myself included — are all getting trapped in the same cycle, with no realistic path to a genuine escalation or final resolution.

Any guidance or real direction from Dell on how to reach someone outside that same support tier would be greatly appreciated. Customers shouldn’t have to fight this hard for a system that never worked properly in the first place.

---

Customer Care

Aurora r16 BEWARE OF TONS OF ISSUES!!!

Was this post helpful?