Disappointed, Alienware POOR quality control, POOR customer care

Question

Very Disappointed with Alienware's POOR quality control and Dell's POOR customer care.

So I decided to make this post to share my experience although I don't know if it helps or not. Since one individual customer is not enough to get their Care? Briefly the timeline :

27/05 - order on Alienware M17 R3 placed
17/06 - delivered. Happy
19/06 - battery won't charge.
23/06 - dell collected it
30/06 - agent says the new machine is waiting for mother-board related component to arrive, which take 18 days. Then I request new unit replacement
01/07 - another agent says that component will arrive some time next week. the request on replacement is still processing
02/07 - another agent says that component will arrive tmr. still processing the replacement request
06/07 - called. the first call got hang up after saying my case number to the agent. no follow-up call. I called again, no one answered.
07/07 - called. the agent says the repair is completed and the system will be sent back to me by end of that day. and.. I did get it by end of that day
08/07 - called. the agent could not find out what is the status of my system and did not when the service can be done and returned. I became inpatient. then later their replacement team and one of their managers contacted me. explaining to me they will need to collect the original system in order to proceed the whole unit replacement. I said "the system you are asking is not even with me. you collected it from me about three weeks ago". Then they just decided to collect the system directly from their service center without sending it to me first. So I waited for about three weeks for nothing?
09/07 - I received a call from Dell service team, saying the repair is completed, and will send me the system today. I was totally confused but said "okay, I will be home waiting for the system to arrive". Then Dell support called me, explaining they were unable to collect the system from their service center because their office was closed. I was really confused and did not ask further. Then about 4pm that day. The system was finally back to me. And surprisingly, no service was conducted at all. So the laptop was totally dead. So I immediately dropped an email to their manager asking an explanation. Later one support agent called me. Saying he got an explanation to that. Then he began “the reason why we didn't repair it is because you asked for whole unit replacement”, with a tone of judgement. So I asked if can send me all the voice recordings of my calls during the past 1-2 month. And of course, they said no.
12/07 - the faulty system is still with me.

So they have to collect the system back in order to start the replacement process, which takes another 18-30 working days. So let's guess when can I get my new system? 12th August? I placed an order on 27th May and spent so much time talking to their customer care and ended up with a replacement machine which may arrive in middle August?

AhadArif · Accepted Answer

Alienware is now only good at doing advertising campaigns feeding you tubers to do good reviews and making people fool .
Nobody purchase any device with 2000$ usd for just using 1/2 year.

My laptop has been dead since a month and problem is in motherboard, my question is why do put cheapest component in their premium laptop? There should be laws to ensure false advertising and social PR campaign stays illegal. Some people praise their device but their device becomes garbage within a year exactly when warranty finishes .

There is no quality control in Alienware products. And they use Taiwanese motherboard in their product.

Just last month I saw 10-30 motherboard issues in Alienware 17 R5 , and M series Alienware laptop.
there are a very few people who owns it , components are rare to repair , hardware design non modular.
I want to say DELL that , it takes years to make business reputation , but very less time to go in vein. NOKIA like company doesn’t exist now don’t think that Dell will survive creating their faulty products.
Never Buy Alienware Laptop if you think your 2-3 thousand USD have some value. Desktop PC can survive 10+ years if you choose good electronic component .

Michael1997 · Answer

Not sure about the Alienware, but the Dell customer service is definitely poor.

I got delivered 2 defective replacement monitors in a week. The initial monitor which got spoilt still worked better than both the replacements they sent.

They simply claim to escalate the matter as well.

The best solution they could offer for all this - a third refurbished replacement monitor in a week.

Extremely disappointing.

shilpapandya · Answer

I bought a Dell laptop in Feb 2020 and in just 3 months it has stopped working. I have been struggling for 3 weeks now get it either replaced or returned. I have been calling the Dell customer service everyday for this. Every time thy give me steps to reboot, restart and what not. I really do not understand why cant they just replace it with a new one.

Extremely disappointed !

ejn63 · Answer

It isn't clear why you're calling Customer Service (you should be calling Technical Support).

You do need to walk through troubleshooting with a technician before they'll arrange a repair, if it's clear hardware is at fault. If you don't comply, you'll end up in limbo.

There's no way you'll get a refund or return on a system more than 30 days old until at least three repair attempts fail. If you hold out for that, they'll simply out-wait your warranty -- you're not entitled to a replacement system or a refund at this point.

Fnt1025 · Answer

Trust me I called all the numbers I can and it just ended up they switching to different teams saying they will check and get back to me.

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Disappointed, Alienware POOR quality control, POOR customer care

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