Complaint about Alienware Aurora R10

Question

I am writing to formally complain regarding an Alienware system R10 Ryzen Edition that has been faulty since purchase. <Invoiced on July 18, 2021. Purchased warranty expired 3 years/5 months/5 days ago on July 19, 2022. DELL-Admin>

My attempts to troubleshoot have resulted in the permanent locking (damage) of two additional retail CPUs due to an undisclosed "Platform Secure Boot" (PSB) feature. This proprietary lock was not advertised at the point of sale and has rendered my personal property useless outside this system.

I am seeking a resolution regarding the original defective unit and compensation for the damaged components under the UK Consumer Rights Act 2015.

Please advise on the escalation process to the Executive Support team.

Service Tag: [Available on request].

broughtrue · Answer

Thank you for adding that information, however my post wasn't related to whether or not my product is still under warranty. I would like to be put in contact with the customer support team to resolve the issue I mentioned above - the Platform Secure Boot 'feature' which Dell activated on the Ryzen R10.

S-117 · Answer

Hey guys, how’d your PSB lock issue turn out? I got hit with the exact same problem! I updated my BIOS following Dell’s official customer service instructions, and now my CPU’s PSB locked out of nowhere. I wouldn’t even know what PSB is if I hadn’t dug around online for info. Waited over two weeks for official support, but Dell keeps saying PSB is a security feature and refuses to take any blame. I’ve filed a complaint with local consumer protection now. This mess has caused me so much hassle.

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Complaint about Alienware Aurora R10

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