Broken Alienware 17 r2 day one.

I can't believe after waiting for weeks my alienware 17 r2 is broken on arrival. After listening to multiple members and reading posts about how bad Alienware has become I should have known better. Guess I'll be going the cleavo650se or Asus 751 route. I still find it hard to believe how screwed up the system turned out. The laptop is completely bugging out and the keys are falling out and the touchpad isn't working. Like I said I just got it today. I also called customer support and got a guy that was difficult to understand who I asked to transfer me to a supervisor. After talking to the supervisor for a while he said I needed to speak with the returns department, then he transferred me to the returns department only to have the answering service tell me they were closed. Great support Dell. No visible damage to the box so it must've been assembled poorly. Sorry for the rage. I was hoping I'd have the laptop with me in the hospital next week when I have surgery. I'll be stuck in there for two weeks after having some intestine removed :0 Could be my Crohn's pain pills talking. If anyone could offer any advice that would be greatly appreciated.

Just added the five hours in one day of talking to customer support in there. Guess Dell still has some things to work out in that department.

 

Sorry for the grammar. Imuran and Dicyclomine talking

 

Do you live in the US?

If so don't call dells customer support, alienware has their own one with far better reps when it comes to returns and exchanges.

Now what I would do is call them up (the US number is 800-254-3692) and tell them your laptop came seriously wrong and that their was no obvious or visible damage on the box. Show them the pictures (they'll send you an email) like you've done here. They will then ask you if you want a tech out to fix it, do you want the laptop replaced with a brand new one, or do you want to return it. It's your choice but I suggest going with the exchange. Stick to your guns and try to see if they'll give you any upgrades or free stuff for your trouble. Dell has been known to give out free stuff and its usually very easy to ask for, and often the reps will do it without you asking them. I've seen people get RAM upgrades, free bags etc. Sure its nothing massive but its a nice gesture at the end of the day.

Now I agree that the way the laptop came was unacceptable, but trust me when I say Alienwares customer service is usually a whole lot better than Asus. I can't speak for Clevo but I know they don't do next business day in home fixing and you have to send your laptop to them and wait to get it back, however long that takes. The last time I had an issue with my Asus laptop's touchpad, they made me send it in to get it fixed, so I did and three weeks later I got it back and the touchpad still wasn't fixed. They literally had done nothing, it was the same palm rest with the same wear marks and the same touchpad with the same wear marks. So I call them back and the rep argues with me about how they found no problem and I'm like wtf are you talking about, the touchpad doesn't work. So after a lonnnng phone call, I send it back in again, wait another 2-3 weeks and then got it back and the touchpad was replaced. Took them 5-6 weeks to replace a ****ing touchpad and throughout that time I didn't have a laptop. Dell on the other hand would have overnighted you the part and then sent a tech out the next morning to fix it (or if you want you can just tell them you'll fix it yourself).

It sucks, I know. My original R2 came with a damaged screen but it looked more like shipping damage instead of badly assembled (the top left corner had like 30+ dead pixels, and a serious yellowing). Dell sent me out a replacement, upgraded it to free next business day shipping and gave me a free backpack. New laptop is perfect with no flaws.

Regardless, I hope your surgery goes well and you get better soon man!

 

That is indeed some poor quality control if it shipped out that way.

Though just because there's no damage to the box doesn't mean it wasn't dropped. A flat drop from a decent height would potentially leave the box undamaged.

 

Thanks a lot! I am in the US! I called that number. I don't know if I want to put up with going through a thousand customer support representatives before I get a competent one. I'll give it a try. I expect a free upgrade towards a three year warranty after this BS though. I'm going to be sitting in a hospital next week for the next couple weeks only being able to drink liquids, as if I didn't already have enough bad luck now dell screws me over. Sorry I'm just a really upset 22 year old that needs to vent. Thanks dell

 

There should be an option that gets you directly to technical support. That's who I spoke with and they were very helpful and professional.

 

Yeah I know Ramzay I honestly think it shipped out this way.

 

Thanks Cookies. That was a lot of helpful info. I just don't understand how Asus, Clevo and Alienware don't have some kind of quality control. I hear about so many Alienwares having problems, just didn't want to believe it. I'll think about giving dell another shot. I'm just seriously disturbed they wouldn't have someone test out an expensive machine like this. I hope it goes well too. Hopefully I don't need to take my meds after the surgery and can control it through diet alone. Giving myself shots in the stomach and holding it in for 10 seconds of burning he11s sucks

Ok I've been waiting an hour and a half now for a representative. This is getting ridiculous. I guess they were all abducted

 

Hey man, sorry to hear this happened to you. I went through hell with my issues with the laptop too. I'm gonna hit you up with a PM for some information to see if you can find some help.

 

Oh I remember you went through some crazy stuff with yours. Thanks bnosam just got it Really appreciate it

 

God damn that sucks. When I called them, I was on the phone for like all of 10 mins and it was sorted.

I wish they didn't get rid of the chat, it's so much easier for everyone involved...

 

I just search dell chat on google to bring it up

Sent from my Nexus 5 using Tapatalk

 

I'm sorry you faced this experience.
If you want, you can send me your service tag via PM so I can take a proper look at your case and ensure it gets resolved in the most effective and efficient way.

 

I really appreciate that. Will do. I'm glad there are still representatives checking out the forum.

 

I've seen a video where one of the Alienware workers was throwing the laptop around on the assembly line. Cannot seem to find the video tho.

 

Where are these assembled, I would assume Foxconn

 

Sorry to hear about your troubles, i'm actually a bit worried about my AW15 that is on its way to me. My last AW was the 11 inch model they used to make and i did have some issues with it like the fan on the back was dented badly and i had some trouble with the keyboard (bad clicking). I got it fixed with next day support so i was pretty impressed with that to be honest. I cant remember why but in the end i did not keep the laptop and got me a Macbook. Now its time to replace the Macbook and i been searching allot for another PC laptop that has 980m GPU (no Macbook can come near it so its no content really) and here in EU no one can offer nearly as good of a support as Dell. All other brands like MSI, Asus and others have zero support. Sure i can get it repair under warranty but that means i send the laptop away for weeks and still dont know what they do with it. So for me there is ONLY Dell or Apple to consider.
I seriously hope you get your laptop exchanged mate. I will be watching this thread to see if you get the help you need and also hope your surgery goes well.
Take care!

 

Compal I believe.

 

Thank you Vampyren! I was in your shoes when I was deciding whether to order my Alienware 17. I stayed up constantly checking these Alienware threads. That is what I've heard. I definitely think Alienware has changed a lot since then. It took me five hours to get anywhere with my problem as you'll see in my pictures. Their customer service has gone down the drain. They told me it would take 10 days to get a new one. I had to beg them to get me that Alienware before Tuesday. I'm still not even sure it will be here by then. I actually think they're built and sent out an hour away from my house too. It's funny how much trouble I had to go through to get even a little help. They told me they couldn't receive an email sent from outside the company when I wanted to send them everything that's happened over the past few days. I call BS on that one. I'd honestly see how it goes when you get yours and make you decision
That Alienware Wasserman just posted on this thread and disappeared. I think they like to make it look they're still active on the forum. He never got back to me, at this point, I don't even want his help. He just offered his help so other people could see his post!
Thanks again! I have to get my Dad to set up my laptop now over the phone so he can bring it to me at the hospital. Should be fun.

No idea on that one

 

My Dad told me the Alienware didn't show up yesterday. He worked from home yesterday and was waiting all day for it. He was supposed to bring it to me today so I'd have it with me in the hospital for the next couple weeks. I am so upset right now. So I called customer service yesterday and waited almost an hour. The representative I talked to was almost no help. I told him I was promised last week by two supervisors the Alienware would arrive by Monday this week so I'd have it with me after my surgery. He told me because Alienware is their top of the line product and highest quality it takes a while to make them. So he said it is still being assembled in the factory!!! I kept calm even after hearing this and I asked him, then why was my first Alienware broken? I had given him a reference number that explained everything, but he obviously hadn't even looked at it. I told him it was guaranteed to be here today! He said do you have proof? I said look at the notes in the reference number and your phone records and I recorded the call. He said I can't help with any of that but can transfer you to our service center. I said can I talk to your supervisor first. He said sorry he's very busy but I can put you on hold if you really want. I said yes please. He transferred me to the service center which was closed. I give up at this point. THANK YOU SO SO SO SO MUCH DELL AND ALIENWARE.

 

Just called in about the stuck pixels, I wasnt home but they want to run diagnostics, well see what happens

 

Yeah ... all the guyz who had alienware 11 hinges problems... Well still broken but still working ...
Now proud owner of ^^Tablet Alienware ^^

 

Ahh just got back from the hospital yesterday. Dad showed me the Alienware replacement I was already planning on returning had arrived. Opened it up just for fun and guess what. HAHAHA same problem second time around. At least it didn't keep crashing on setup Called the return center who then transferred me to the warranty department without me knowing. I had explained what had happened and they offered me 3 years for $419 and I made it clear I was trying to return the laptop. The guy said I wouldn't see another deal like that and I said I didn't wan't a warranty extension anyway smart***. Gotta Love DELL

 

Hey guys so I ordered the Asus G751 and it's on the way. I have a quick question. Alienware made a mistake and already gave me the refund and has no idea I have a replacement system. Should I just keep this until they bother me for it if they ever do? I'm kinda leaning towards doing just that.

 

Sorry to hear of the trouble. I had an issue with mine on arrival (speakers were bad and only thr woofer was working at low volume) but had a pretty awesome customer support experience. I called, we checked a few things then they ordered new speakers and sent them to a teach and he was at my house in under 24 hours after I had originally called with the new speakers. He took it apart and the wires got crimped during assembly, but it would have appeared they were working until the worse got worse. He replaced them speaker and it was perfect after that. So in shirt I called once, they overnighted a part and sent a teach and had it fixed within 24 hours.

But I know I might be one of the lucky ones.

I have a very hard time believing they do not know you have that replacement. They have your billing info and I am sure if they do not receive it back within 30 days they will re-charge you. But you never know, they might not know I suppose... anything is possible

 

They made a mistake when taking my other broken return and thought I'd already given back both. Haven't asked me about it and I know they think I've given back both at this point.

 

Ask your God, parents, whoever you think you should talk to regarding goods and bads. Not here.

 

Yes they will definitely figure it out at some point and hit you with a collections notice most likely

 

Baby Jesus definitely agrees. He thinks I should keep it. Guess I'll just play the waiting game. Dell put me through he** I think I'll wait for them to try