Hello,

Primary Support Services Status.

Beeing a fan of Dell producst for more than 10 years, I have realised that by ownining several servers, I was forces to buy a Alienware M18 R2 for my personal use, hopying that I will be coverd by the great Primary Support that I payed for.

Because my previous conact involving several PowerEdge servers was Ok, I hit a wall.

When my Alienware M18 R2 stoped working - I have createad a normal Case . The same day I found out that my initial Case was nowere to be reached I created another case for the same issue with dell.

After an initial conversation to get asssitance - providing several photos, followed by another serios of photos and videos, I realised the following.
"
I understand your concer, We ensure all parts undergo strigent quality checks before we reaplce them in the systems..."
From this I understand that for the replacement the Premium Support - has a small * stated that all repairs are done with used, second hand, other parts that are NOT NEW backed up by a 90 days warranty for them.

I declined used parts for my computer, and asked for new parts according to the EU / Austrial laws, then they decided to analyse my request for a 24-48 business hours to analyse my request.

Following my attempt to get my computer working I tryied to speed it up, but the only response was - please be pacient we will provide you with a response in 24-48 business hours - so more delays. So my Premium Support stated 1-2 working days support - meaning it's just a lie becasue now I need to wait for internal meetings and discussions - don;t know if this will be prolongued with future meetings that might be required.

Am I the only one with such issues, or dell / alienware is after more profit, or my demand to ask for new parts instead of used one are exagerated?

What can I do to get my repair in progress, as dell is trying to use used parts and delay the intervention?