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Premium Support - Alienware Laptop
An unfortunate series of events regarding a new Alienware Laptop.
23 May 22
Called DELL Support due to fan noise. Stepped through diagnostic process. Part ordered.
7 Jun 22
Field Technician arrives. Discovers he has the wrong part. Said he'd order the right part and prioritise.
15 Jun 22
DELL Support called to ask about service experience and how the laptop is going. They were surprised to learn that the problem hadn't been fixed. Asked to run a diagnostic process - and I suggested that they speak with the Field Technician.
DELL Support ordered the part and booked in service.
16 Jun 22
Service Technician called to say that the wrong part was ordered. Said he'd order the right part and prioritise.
Early experience is that communication between DELL and their outsourced field service firm (Unisys) has fracture points. Let's see how it plays out.
Hi @Darryl888 welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support.
With Premium Support warranty, Dell Support has no excuse in sending the wrong part (if true).
Dell assigns a local Contractor to visit and install different hardware. Contractors are not Dell Technicians and may never have worked on a Dell system. Dell guarantees 100% the work of their assigned Contractor, and Dell should assign a different Contractor when they fail to undertake work under warranty.
Please visit your online Dell account to see if your Service Request has this failed warranty dialogue. If there is no Dell updated text, please insert user updated text so that Dell 'officially' knows that there is a Quality Assurance problem to fix.
[This user does not work for Dell and volunteers their free time. Please remember to say thank you by clicking on my thumb up icon.]
mattyb3
7 Practitioner
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1681 Posts
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8370 Points
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Posted June 15th, 2022 21:00
It is unfortunate that they have to outsource the repairs to local repair stores. They put a lot of trust in these third parties who often let down the whole process.
In my earlier days dealing with Dell Support I managed to get them to send the parts directly to me so that I could do the repairs myself. I didn't trust anyone else.