Dell Technician nightmare

I dont even know where to start, worst experience of my life (some of you are going to say I told you so), he did so many things wrong Im just shocked
Here the email i sent to Dell


The Dell Technician so far has done a well below average job, he open up my computer to replace the heatsink and fans and he didnt use any kind of electrostatic strap before opening it, he untighten and tighten screws with force that he stripped some screws, he didn't install the ribbon cables correctly and they are being pinched by the backcover, he handled my motherboard with exessive force and it seemed that when he was going to install it back he couldnt aligned it properly and tried to shove it with force onto the cover, it looks like some connectors might be loose and when applying thermal paste he didnt properly clean the surface of the cpu/gpu dies and applied it carelessly, when he install everything back up it didnt boot at all and he disassemble it again and tried it again. The second time it booted but my left side light did not turn on and he disassemble it a third time. I will follow up on a second email as it has been 2 hours and he still has not finished

Second part

Technician Finished after approximately 2:30m, system boots and i ran a quick stress test and the unit is reporting high temperatures and core differentials are too far apart, Im scared to even touch this machine right now i have turnes it off, and I did notice that the technician externally did not put the cover correctly and its pinching the cable (picture attached). Im completely dissatisfied with the service and I'm in shock with the poor and unsatisfactory job of the technician, I want to sent this unit to depot to reflect the poor job done of the technician and I want to request a new machine or a refund this is truly unacceptable

 

And this is exactly why I escalate to a Manager and have them send me the parts. It takes a bit a of work and you may have to show them that you can do the job without f-ing up the computer (I had to end them my certifications via email) but its well worth it in the end. The warranty it self is worth it for the parts but not the brain dead techs that they send out.

 

Anyone know how I can request a new system?, this is just unacceptable, I can't stand by here and let them do this

 

Anyone know if there is a alienware tech here or someone high up? I xant deal with this anymore

 

@Alienware-L_Porras is the most active company rep. But he has little to no executive power.

No one ever takes the advice from experienced forum members about Dell techs.


Yes, you should be able to get a new system, though it will take persistence. You may still be in your return for refund period too (don't have to deal with any crap if you are as you can return it for any reason)

 

Worst case scenario would be they'd replace ever part with refurb. factory parts which is equivalent to new system which includes new board itself. Now do it on your own. Its good that if you didn't LM otherwise your system would be fried.

 

I know that I could do it myself but if I shouldn't have to mess with this since the beginning, this is the second system I get with the same problem, and they didn't want to give me a refund for this system when it was just 1 day over the 30 day grace period, so I'm like then give me a new system but now they decide to troubleshoot it and send the worst technician in the world to try and fix it, and now my system is crap can't even look at it right now

 

They don't want to... but they are legally required to. Are you still in this period? They have to accept the return for refund if it is. They are paid to tell you and bully you into keeping it. Be firm and threaten with BBB complaint or legal action if they refuse.

Keep record all emails and chat texts (unfortunately I think it is illegal to tape conversations without consent). You can have a disclaimer that call is recorded for quality assurance though

If not in 30 day period, you should still be covered under 1 yr warranty. Which means they will send another tech or have you send to repair depot. If they send a tech again. have a second device with the complete disassembly and repaste guide open for them to follow (from these forums, there are a few good ones). one person reported success with this method

Otherwise best advice I can give is take it apart, order new screws, and do their job for them with care

 

had the system for 3 months so I'm out of the 30 day realm already, but still under the 1 year, which they told me to send it in to repair depot, hopefully in the repair depot they can see all the crap the tech did on my system

 

We are very sorry to hear about your experience. Please feel free to send me a private message with your information or send us an email at [email protected] to help you with this.

 

I think you misspelled the email address.

 

this shows the importance of stress test your machine and repaste right away, if anything comes up can just just return for refund and order a new one.

 

I think you meant.

Return for a refund and buy another brand.


Because buying the same brand will net the same result (most of the time).

 

Major rip-off these days, you pay for high end stuff and get high end that performs below par.
What is your max package of your CPU in HP Omen, does it touch 45W?

 

39w avg after undervolting extended stress test OCCT.

43w max spike after undervolting under realbench 8 hours.

 

Mine never goes beyond 35W.

 

On normal usage, under synthetic and simulated stress test will always be higher.


Each chip will also have a small variation at power draw, lottery.

 

It peaked at 42W after disabling BD PROCHOT. I used custom program to get the peak wattage. Thanks @Mobius 1