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January 6th, 2016 22:00
Bad customer service
I recently purchased an alienware laptop. It came in the mail today. I opened the box plugged in the ac adapter and hit the power button. It booted to a blue screen crash and then went black. Now nothing happens when I push power. I spent 2 hours on the phone on hold and 20 min. with tech support. After they determined it was defective they only gave me the option to either get a refurbished one or to have it repaired. I do not trust a repaired system and for the price I do not want a refurbished system. I asked why they could not send me a new one. I do not understand why I could not send the defective system back and get a new one. I have opted for a full refund. I would have preferred a new system or a discount for a repaired system or refurbished system. Can someone give me a way to contact someone to talk to about this. I like Dell as a company but this is really leaving me bitter.
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alien17r3
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8 Posts
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January 7th, 2016 07:00
We're in similar situation. Bought a new laptop with fan issue and they offer only to repair it...
Brand new units sold without Quality Control should be exchanged immediately from the company.
This is NOT good support to any of us...
beamermt79
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2.3K Posts
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January 8th, 2016 16:00
Depending on what country you are in, here in the US you are allowed a like for like NEW replacement within either 21 or 30 days (i forget). I would politely explain that to them and if they refuse return it.
Now if anything does happen to the unit AFTER the 21 or 30 days and requires the unit to be replaced, it will be like for like REFURBISHED per the terms of sale and warranty.
alien17r3
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8 Posts
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January 9th, 2016 10:00
We're in Greece and have described our case (also) here:
Dell does not accept a refund or authorize a "System Exchange" for such things like a bad fan. Apparently the damage needs to be larger...
We denied the brand new laptop disassemble for repair, that would cause more issues and it's an unacceptable policy and BAD support.
Now we have a new 2.5K unit just sitting in the box..