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AlienMother
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22 Posts
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May 27th, 2021 10:00
Aurora R11 Crashing
My Aurora R11 is not even 7 months old and already it crashes randomly. Sometimes while gaming sometimes even while sitting idle.
After a couple of remote troubleshooting session , tech support said the issue is with Motherboard and needs replacing. A service ticket was created and today I get a call that the technician has the part and they will be coming over in the next hour. When I asked they said the part is not a new part , rather a refurbished part.
Now here is the problem with that
One of my previous Alienware laptops (M17 R3) had motherboard issues and AW sent an onsite technician 3 times. 2 times with refurbished parts and both the time not only the issue didn't mitigate but was aggravated Each time the laptop was opened up and operated upon, the condition grew worse.
3rd-time AW sent an original motherboard but by that time the computer was in such a bad state that they figured it was easier to replace with a brand new laptop than repair.
I see there is a pinned discussion about repair policies that AW only uses refurbished material. Where was that policy when I purchased the computer last year and opted for premium support?
Based on my previous experience , I asked the sales agent specifically about replacement parts and they said , AW uses both refurbished and new parts. Depending on availability and situation either will be used.
I also opted for a premium support at that point to have quick and effective communication because, inspite of my love for Alienware , I was skeptical because of past experience.
930
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Posted May 27th, 2021 11:00
It makes you wonder when you purchase a new computer, if you are really getting new items, or if some could be refurbished, does it not?
That's always in the back of my head when I see that policy.
955
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Posted May 27th, 2021 11:00
I never understood the refurbished part.
When you buy a new car and something fails under warranty, you would not expect to get a refurbished replacement part. You would expect a new part.
I don't see why this would be different. Refurbished = formerly used defective part that has been repaired.
Would not give me a lot of confidence...
907
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Posted May 27th, 2021 13:00
Yeah thats kinda terrible but as long as the tech gets it fixed and does a proper repaste you should be good to go. I have a 4year premium warranty and I think I remembered the sales rep told me ... new replacement parts when I asked about that, I guess he lied.
902
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Posted May 27th, 2021 14:00
Yes, New and Refurbished parts.
903
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Posted May 27th, 2021 14:00
Exactly. Thanks
883
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Posted May 27th, 2021 18:00
Dell Support Just replied " we have no liability on how the parts are chosen and Dell might use either of them"
So clearly , Dell chooses to replace a faulty part with yet another refurbished previously faulty part.
r72019
8 Professor
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5344 Posts
943
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Posted May 27th, 2021 11:00
It's under their warranty terms and conditions. A "refurbished" part could include a part that is essentially new and never used. I wouldn't worry too much about it failing. Most of the time it works out, your situation seems to be an exception - but it sounds like you got upgraded to a new system so you were eventually made whole.
"We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and products. Refurbished parts and products are parts or products that have been returned to Dell, some of which were never used by a customer. All parts and products are inspected and tested for quality. Replacement parts and products are covered for the remaining period of the limited hardware warranty for the product you purchased. Dell owns all parts removed from repaired products and, in most instances, you will be required to return defective parts to Dell."
https://www.dell.com/learn/us/en/uscorp1/terms-conditions/art-limited-hardware-warranties