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Sean Krakoski
1 Rookie
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4 Posts
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August 12th, 2020 15:00
Do not buy Alienware products ever.
Got a brand new one that was received end of May, out of the box the Num Pad did not work correctly, key would be pressed an random characters printed, or drop down menus opened, or windows closed out, ect. Returned to factory, main logic board relpaced, returned with same issues, despite having "been thoroughly tested". Tech was sent to replace keyboard, same issue. Online tech support reinstalled OS from flash drive and reinstalled drivers, same issue. Now Alienware tech support management and engineering say it's a "software issue" and the warranty only covers "hardware or defects from the factory", this is a factory defect, and it'll cost me another 100 dollars to fix it.
A decade of customer loyalty to Dell and this is the repayment, in two months they have gone from me telling them to "not build me a new one, just fix this one", and being assured it would, to you have a 2000 dollar paperweight unless you pay us to fix the defect, to ignoring my emails on the subject. Alienware needs to allow someone to give a negative star rating during a customer review, at least then I would have known I was getting ripped off.
Thanks Dell, for showing how much of a valued customer I am.
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Posted August 12th, 2020 17:00
Yeah that's not good enough. I would take ALX's advice and escalate it.
Hopefully one of their reps will contact you on here and sort it out.
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Posted August 12th, 2020 18:00
That's the issue, it was escalated, and tech support management and engineering management made the call that I have to pay for them to fix the factory defect. To add insult to injury refund dept just informed me that I'll have to pay the taxes on a factory defective machine that I will not own, that's some world class service from a multi-billion dollar corporation there.
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Posted August 12th, 2020 20:00
Then I’d fix the laptop myself or take it to a Micro center near you.
I went to a Bestbuy store to test what price there going to give me for a battery that wasn’t seated properly (I knew the issue already and knew how to fix it.), unfortunately as expected the laptop was charging me $100 just for checking it and $300 for fixing whatever issue it was.
I went to a Micro center and they immediately said $20 and then we’ll check it for you.
Turns out they opened it infront of me and then reseated the battery, boom it turns on.
*NOTE: I am NOT a Dell employee, But I am a Community Rockstar*Quick Tip: If your laptop has voltage / charging issues, try shutting it down, unplugging power from laptop, hold power button down for 30 seconds to do a full reset!
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Posted August 12th, 2020 20:00
I stick to the good ol Alienware 18 from 2015, it has 32Gb of RAM and a 128Gb mSATA SSD and a 2Tb 2.5 inch HDD with a RTX 2080 and a Core i7-4940MX. I’m using the 330 watt one and it’s a 1080p screen.
It’s lasted me a good 5 years and I still use it at its fullest clock speed and it can play games at 4K 60FPS Ultra/Very High settings and x8 antistropic.
*NOTE: I am NOT a Dell employee, But I am a Community Rockstar*Quick Tip: If your laptop has voltage / charging issues, try shutting it down, unplugging power from laptop, hold power button down for 30 seconds to do a full reset!
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Posted August 12th, 2020 20:00
Yeah, so I still pay to fix a factory defect, just like I pay to rebuild an engine on a brand new car I roll off the lot the previous day.
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Posted August 12th, 2020 20:00
As I said, insult to injury, it will cost me $150 for a refund because they will not reimburse for sales tax for a factory defective product. Dell doesn't even build the machine in Georgia where I live, out 150 and nothing to show, a multi billion dollar corporation treating a 10 year loyal customer who's purchased a half dozen products as less than a second class citizen.
I'm taking the hit, the ulcer Dell and it pathetic support has caused me isn't worth the trouble anymore. However an old saying comes to mind "A satisfied customer will tell a friend about you, an unsatisfied customer will tell anyone who will listen", Dell has made me an enemy this day, and for the rest of my days I will be the latter.
For those who will purchase Alienware trash, I hope it works out better for you, but I doubt it.418
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Posted August 13th, 2020 04:00
Sorry,
*NOTE: I am NOT a Dell employee, But I am a Community Rockstar*Quick Tip: If your laptop has voltage / charging issues, try shutting it down, unplugging power from laptop, hold power button down for 30 seconds to do a full reset!
A51-06
7 Practitioner
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3094 Posts
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13670 Points
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Posted August 12th, 2020 16:00
I am very sorry about your experience, have you conversated with a manager about the issue?
*NOTE: I am NOT a Dell employee, But I am a Community Rockstar*
Quick Tip: If your laptop has voltage / charging issues, try shutting it down, unplugging power from laptop, hold power button down for 30 seconds to do a full reset!