Unsolved
This post is more than 5 years old
1 Message
1
2186
September 12th, 2017 15:00
I am speechless!
I don't even know where to start.
I bought this laptop in February brand new at Best Buy for 2200 dollars with tax:
Alienware 17r4
17; 1440p 120hz Gsync
i7 6700k
16gb ram
gtx1070
128+1tb hard drive
Anyways, out of the box it had overheating problems. It would throttle and go upwards of 100 - 105 degrees celcius while gaming. Called tech support and asked me to reformat my whole computer which I did.
Problem persisted, so they remote connected to it . At first. they tried telling me those temps are normal under stress, (105 degrees), then they accepted its a problem and sent a tech to my house to replace the motherboard
Tech comes to my house, and in the process, manages to not only fry the new motherboard, but also mess up my screen where it was showing green pixels everywhere, until the laptop stopped turning on. He blamed it on the part, and just left my house, after telling me to call back support and ask for another replacement motherboard. (Insane I know)
They send a box to my house and promise me to get my computer fixed at their repair depot. After waiting 3 weeks it comes back from the repair depot with the screen bezel broken and unglued from the screen. Overheating problems are still there of course. Goes upwards of 90 degrees now.
In the process, I not only was lied a GAZILLION times by supervisors, managers, and people at advanced resolution dept that I will get call backs when I never did. I even tweeted with the ceo of Alienware, and while he seemed to care, and sent my case to "his people" , I never got escalated or talked to anyone else besides just tech support. The only time I talked to a person from advanced resolution dept, he promised to check back with me and he never did. Nobody cares about customer service, nobody checks quality control, and not only do they not fix your problem, they send back the laptop with new ones.
Ive lost 200+ hours on the phone with them, and countless days.
Im sitting at my desk, with a computer that just came back from their repair depot yesterday, with a damn broken or unglued screen bezel. I want my money back.
Is there anyone that can help with any advice besides BBB and small claims court?
Eimy_B
6 Operator
•
4.4K Posts
0
September 13th, 2017 12:00
Hi ,
We are very sorry for all the bad experience you have had so far, send me a private message with the service tag so I can review your case.
Rycybpnk
1 Message
0
September 25th, 2017 17:00
This is nearly exactly what happened to me. Alienware is destroying their reputation by employing such unskilled repair technicians and customer service associates. I've been without a laptop for a month after spending countless time and effort because of their mistake. Mine came back from the repair center literally destroyed, The chassis was separated from the keyboard panel! They actually sent it out that way!!
I've actually worked on couple laptops of mine and I can't understand how careless they could be. I could have done a better job!
I thought Alienware from how nice their computers were would have better customer service then this, it's really unfortunate.
I've already filled a BBB report, as I told the customer service reps I would do if they did not send me a new product, they didn't seem to care. When I get my laptop back, I'm selling it for a loss and moving on. I will never recommend a Dell product to anyone, in- fact I will suggest to avoid Dell products. Such a shame since they developed a great looking laptop, only to skimp out on everything else.