Broken Aurora R12

Hello community,

I am sending this story to you all

Code of Conduct policy which you agreed to when joining. DELL-Admin>

Here is what happened to me. I bought an Aurora R12 desktop for around $3,500 (a pretty penny). When you spend that kind of money, you would expect the computer to work longer than 90 days. Welp, that’s not the case for this company. One day, it just would not turn on. Nothing special or weird happened, it just wouldn’t turn on. So I call Dell and tell them what happened and they’ll send a technician. Well after a week the technician came and said that then entire power section needed to be replaced (before the computer was 3 months old - yikes). So after another week, he comes back and replaces the power, only to find out that the GPU also stopped working and also needs to be replaced (another major repair). So after another week he comes back and fixes it.

Now here is where is why . The technician texts me while I’m at work with a screenshot of my computer working (yay!) but when I come home that night, it won’t turn on at all. It doesn’t even show any sign of life at all now, not even in the slightest. So I text the technician and ask him if he fixed it because it won’t turn on. He then says “I’ve sent you a screenshot of it working, this case is closed”. But it obviously was not working, so I was like what the heck no the case is not closed I have yet to see this computer work in person - he left me on read.

ANYWAYS, so I call Dell again, and at this point it’s needed 2 major repairs and will need at least one more (and the computer is so young) so I ask for a replacement. Mind you, it’s almost been a month since I’ve had a functioning computer, so you can imagine how stressful life has been with everything virtual. The technician on the phone then gets really snippy with me and says that it will take 24-48 hours for a manager to decide whether or not the company will replace my computer. It’s now been 5 working days (even over a weekend) and still no response about anything. I’ve sent several follow up emails and nothing. I have no idea if my computer is being fixed or replaced and customer service ghosts you. 

SO, unless you want your investment to prematurely break and to be ghosted and snipped at by the technicians,