Alienware/Dell Issues, Poor support? Ideas how to resolve this?

So, I have been having issues with Dell since day 1. I originally ordered a G7 7700, but it was throttling really badly all the time, so I returned it and thought an Alienware would be better. So, here is the brief recounting of everything so far: Note: I owned an Alienware 17 R2 in the past and LOVED it.

I ordered an Alienware m17 r4 on March 18th and received it on April 7th. The laptop had touchpad issues with delays or not registering clicks, the backlight bleed is intrusive, and the hotkeys don't function properly half the time. There is also a small scuff around one of the screw holes that exposes the metal from when I got it. Basically, the quality for something I paid $3500+ for is not the best. I do like the laptop and the portability is great for the power but I just want something without issues.

I spoke with their customer service and they told me they would build a new m17 r4 for me and ship it to me and upon receipt, return the old laptop since I needed a laptop (my previous laptop died suddenly after almost 6 years). The agent told me my laptop would be expedited since it was needed immediately so I should have it within April. The delivery date passed (April 19th) without an updated delivery time. I contacted support and they said "I would like to inform you that your order is in production and estimated to be delivered on 05/07/2021."

So, yesterday (May 3rd), I checked the tool and found no updates so I contacted Dell again and the agent told me that "my laptop is unable to be built and cannot be delivered because manufacturing said a part was discontinued." I was not previously contacted about this by Dell at all, which really pissed me off. The customer care team told me the only thing they can do is refund me. The agent refused to let me speak to anyone else and told me there is no resolution beyond this because they don't make that laptop any more. Eventually, he told me I could speak to a manager who would call me back within 2 hours. But it has been over 24 hours and nobody has tried to contact me by phone or e-mail. I wrote to the Alienware support online on Facebook yesterday and I have no response either.

The agent told me they cannot tell me any more details nor help me further. Nor can they create me a new replacement.

How is it possible for a company to hate getting money this much? I want the laptop, I like it, I just want to stop going through this ridiculous fight of BS to get a quality product.

I know the m17 r4 is probably discontinued but surely they would treat customers with current orders better and let them know instead of just acting this way.


The specs:

m17 r4
i7-10870h
32 gb ram
144 hz screen
3080 16 gb

 

If they are refunding you, I would just take the money and run.

 

the M17 R4 isn't discontinued as far as i know, they are still offering it as a purchasable commodity on their website. i really hate to say it but you're better off getting your money back. dell/alienware's support is abysmal.

 

Apparently, the M17 R4 is only configurable with 3070 graphics now. I'm in a difficult situation right now because all the equivalent powered laptops are out of stock near me, so I can't just order a new one. Plus, I have no access to a computer if I get a refund right now because I am required to isolate due to Covid exposure. Worst time possible, I seem to be a magnet for this bad luck. I'm going to e-mail the executives, I have an e-mail for several of them and a phone number as I have dealt with them in the past.

 

dude, you've had it rough. ya i just noticed they aren't offering the 3080 on the site any longer. i would reach out to their execs then since you have their contact info. maybe they can do something for ya.

 

That's unfortunately the case of Dell support. They really doesn't care about the consumer products cause their profit comes from corporate sales. So yeah i would for sure take my money back if i were you and go with the other brands. Cause Dell/Alienware lost its DNA.

 

First, It is very frustrating.. Right now there is a covid based "Chip" problem.. and everything from computers to cars are not available when they normally would be, and should be.. Hang in there.. don't give up.. keep calling them, see if there is something offered on the Dell website that has what you want.. and point it out to them..

I bought my m15 r3 in Late October.. and it was replaced 3 times by January, and after a month of waiting, they said they couldn't get what I had.. and offered the light version, with a lesser screen.. I sent a lovely, well worded email explaining what I had been through so far, what was done, and what was promised.. I went on the dell website, found the m15 r4, in dark of the moon, and with 300 hz, with the 3070, instead of the 2080 in my original one.. and it was basically the same price, on a sale price, as what I had paid for the original one 4 months earlier.. I sent the information to them and they finally agreed to give me the m15 r4 .. I am thankful it is working great.. They guarantee if the computer doesn't work, they will replace it with the same, Or better.. but with the chip shortage right now.. it may take a while unless you can find something already premade.. the ones showing for sale but not customizable.. good luck ..