My original system (Alienware 15R3) was only heating up. That was 4 months ago. Now after innumerable amount of repairs and everything, when I ask for a system exchange you guys are offering me a refurbished system!

Things that happened:

1. My system starts heating up. I send the machine to Dell and they fix that and send me my unit with broken lights.

2. I complain again. They come try to fix it with a motherboard and power supply. Doesn't fix it.

3. They send another technician to my home with a new motherboard. This fixed the light issue. But now the loudspeaker was creating very loud crackling sound.

4. Now Karan Haresh systems resolution get in touch with me and say to send the laptop back again. The dell engineers will be "white gloving" the incident. I send it even though someone from dell offer me a new system as an exchange, as Karan goes ahead and cancels this exchange. The machine stays with them for two weeks and comes back with apparent no issues.

5. Last week while using my laptop I notice that the monitor is no longer a G-sync panel (the machine originally was). Now I am at my wits end. I call Karan again and ask about it. He says to go through the customer care. I do that. Tell them that either fix this now or exchange my system for a new one.

6. They send a technician. The new panel is flushed out and the colors are extremely dull. I even ask the on field technician and he concurs.

7. Moments ago someone gets in touch with me and tells me I have to accept the refurbished machine, or else I have to keep going through this again and again, and that they will be "checking thoroughly" before sending it back to me.

 

Now I ask how to expect someone to invest this much amount of time in a simple repair (4 month!!). It is pretty obvious that Dell don't have any quality control in their repair business. Its like they are trying to lie to my face! I don't understand whether if I am being any unreasonable? I have been going through this for like 4 month. I send my machine, Dell support fixes the issue while breaking something else. I am a computer engineer. I know how things work. They are fixing the machine with refurbished parts and clearly they are not working, how does Dell expect me to accept a refurbished machine? I don't understand if someone in my position would be accepting it? I'm pretty sure no.

 

I am deeply disappointed. I have owned dell computers all my life and to see this "dream machine" getting ruined by incorrigibility of Dell's service.

I don't know what I should do now.