Lied to and Cheated by Dell...support pretty much blows

Got a fully loaded 17R2. Have had numerous problems. Started with the laptop not powering on at all. Remote support tried having me remove the battery cable, hold power button, etc... Ended up having to send a tech to replace the motherboard and a couple other parts. Next the keyboard completely stopped working. Tech support did their thing and ultimately had to dispatch a tech to replace the motherboard again. Next, it started getting random daily hard freezes, and the entire set of AlienFX lights on the display stopped working. Not blue screens that can be diagnosed through research of the error code, but literal freezes where the laptop completely stops responding and the only solution is to hold the power button for about 30 seconds. Tech support kept me on the phone for 4 hours doing worthless crap that wasn't going to fix the issue, as well as a lovely complete factory restore. They finally concluded that a 3rd dispatch needed to be created so a tech could come out and replace more parts. Not sure what all they replaced on this trip. The phone support told me that if the laptop continued to have issues after this 3rd dispatch, that a laptop replacement would be in order.

So here we are. 3rd dispatch complete. The hard freezes persist. I engaged tech support via the email they told me to respond to. Auto-response says I'll get the reply in 1 business day. 3 days later I get the reply saying that they next step is to send the laptop in for repairs. They asked me to reply to the email letting them know if that was ok. I absolutely replied back saying that was no ok and not even an option. First off, I did not pay $400 for the 3 year premium warranty with in home support so that Dell could have me send my laptop off for repairs. Secondly, I was told that the 3rd dispatch was the last attempt and if that didn't fix it, then we just needed to look at replacement options.

After replying to the email and getting no response, I called in to tech support and explained the situation. He reviewed the case notes, and then came back with the same response that I needed to send the laptop in...AFTER I had already explained that I was not about to send it in as I had paid for in home service AND I was told it should be replaced after the 3rd dispatch. This idiot (Oliver) literally told me that a replacement was not an option as they did not do replacements. I let me temper go at that point and laid into him. I DO NOT APPRECIATE BEING LIED TO AND WILL NOT TOLERATE BEING TREATED LIKE GARBAGE!

@Alienware-Frank_L @Alienware-L_Porras @AW Khan

Someone from Alienware on here want to take charge and make this right? I've had enough of tech support's lies and runaround. It's time to call this laptop what it is, a lemon, and get the replacement ball rolling. 3 strikes is the rule.

 

Damn that sucks, I had a problem with the first one that I received as well. I pressed for a full replacement and got it into the end. For such a large company the service really should be better. Also for the premium they ask for their higher end products.

 

Agreed there! I didn't even ask for a replacement...the tech just told me that after the 3rd dispatch, it was time for replacement options. Then add the latest guy in that said replacement wasn't an option and I needed to send it to the depot. I've been a Dell loyal customer for about 15 years, but this kind of support really does not sit well at all.

By the way, forgot to mention that the guy who kept me on the phone for 4 hours (also the same guy that told me about replacing the laptop after that 3rd attempt) pretty much called me a liar about the hard freezes. He said he could see blue screen errors (they pointed to hal.dll and a hardware issue) and that there was certainly just a software issue. I tried explaining that a hard freeze of all hardware and software function does not offer the luxury of blue screen error codes. He remained adamant about it being software, including the entire set of lights that stopped working after the previous dispatch for the 2nd motherboard replacement.

Rest assured, after the 3rd dispatch and still getting hardware freezes, I took a video of it. I won't be blatantly called a liar again. I mean, what kind of service is that anyway?? Oh right, the kind that tells you 3 tries and it's time for a replacement...then goes against their own word and instead of offering replacement options, wants to further inconvenience you by having you ship off your laptop for a couple weeks.

I am the one funding those paychecks you guys receive, right?? Maybe start treating me (and us, because I know I'm not alone) as such!

 

Where did you order it by the way? Which country? Because I noticed the support department of Dell in Holland for example became quite a bit smaller compared to a few years back.

 

It's a United States purchase.

 

Man, that's really bad what happened to you. I regret getting an alienware too. I should've gone with ASUS maybe a clevo but not DELL. DELL does buisness, they don't care about you after they steal your money! DELL, never again.

 

@Alienware-Frank_L @AW Khan @Alienware-L_Porras

Gave support another go since I hadn't received my call back. 3 and a half hours later, the only thing I'm offered is a refurbished computer...that's just not acceptable. I purchased a brand new $3400 computer and it did not work. I'd expect a brand new $3400 computer in exchange...not a refurbished one that I WOULD NEVER BUY. At the least, I'd take a credit back on my Dell financial services account and then go through the new order process again. But it's certainly not right to tell me you can only give me a refurbished piece when that's not what I paid for. Not my fault that the quality of the brand new 2015 Alienware laptop was completely poor. Did I get a bad unit, or are they all bad? Likely I got a bad unit...so don't offer me someone else's junk or bad unit. Send me a brand new Alienware like I paid for, or arrange a credit back to my Dell account and I'll do the ordering of a new one.

It's not like I've used it a few months and want my money back so I can take it elsewhere. I, the consumer, just want a brand new laptop of equal value that actually functions properly, or a credit on my Dell account (even a Dell gift card) to order the new non-refurbished one. I'm not trying to walk away with a pocket full of cash...you're getting it right back. Am I wrong in expecting the new laptop that works or a gift card only to be spent at Dell on a laptop? You resell my laptop for $100 off as a refurbished laptop to someone that is into that. I get the new and functional laptop I paid for, AND you retain a customer! Where is the fault?

I chose Alienware over the competition due solely to their support. And so far, all they have done is run me in circles, waste my time, and be rude. I feel like I've paid extra (yes 3 year Premium warranty) for possibly the worst support on the planet...

 

@Alienware-Frank_L @Alienware-L_Porras @Alienware-U_Rodriguez @Alienware-Wasserman @AW Khan

Giving the AW guys here till Tuesday to straighten this mess out since it was a holiday weekend. If no one takes initiative and gets this resolved properly, I'm done with Dell and Alienware for good. I would rather never own another computer than to ever have to work with ANYONE from Dell support on the phone again.

 

Ha, sounds like my experience. Give it a rest man, they're not gonna respond. The reps don't like/respond to being drawn out into open conflict like this. You're not the only one that has developed strange issues with the AW17 R2. My father's just developed no AlienFX on the alienhead on the lid, a dimmer than normal "alienware" light directly under the display, and graphics corruption when using the GTX 980M, not to mention constant throttling even when using a 240W power supply. In addition, there is some trickery stating tht the warranty on the AW 17 R2 expired in may 2013, with the ship date listed on July 28, 2015.

I feel your pain buddy.

 

It's cool. It doesn't take much of my time to update the post. Dell is the one hemorrhaging cash..those motherboards aren't cheap, and I'm on my 3rd one. Not to mention the other various parts replaced and the dispatch cost.

What happens when these pleas for help from support leave the forums and take to social media as horror stories that didn't have a happy ending? There are lots of potential buyers to be swayed. I know I wouldn't have went with Alienware if I had read my own story when trying to decide between them and the competition. The ball is in their court to see how this one ends. Come tomorrow if we don't have an appropriate resolution, I'll walk like so many others already have...after they lose even more money letting phone support throw parts at this lemon.

My money, along with the rest of us, is going somewhere when we want/need a computer. If Dell doesn't want it enough to put forth the effort to retain current loyal customers, there are plenty of other companies that will gladly take it. Whether or not they choose to resolve my issue in a manner that pleases me is up to them...I've got nothing to lose either way.

@Alienware-Frank_L @Alienware-L_Porras @Alienware-U_Rodriguez @Alienware-Wasserman @AW Khan

 

Ask which location you are speaking to. The El Salvador location does Dell tech support as well as Alienware. The Costa Rica location is the original support location and only does Alienware support. They are night and day difference.

 

@Alienware-Frank_L @Alienware-L_Porras @Alienware-U_Rodriguez @Alienware-Wasserman @AW Khan

As promised, Tuesday has come and gone, and so will I now. I gave you guys a chance to straighten out the train wreck that is dealing with phone support. No one bothered. I'll be sure to let everyone know of my experience. I bid Dell and Alienware goodbye. My future business will be going elsewhere.

 

Hey Starrk,

Sorry to hear about all the issues that you've had with our phone support. I'd like to escalate the issue internally to try to get a different option for you. Send us an email to [email protected] with your service tag and a brief description of the current issue and we'll try our best to help out.

I also wanted to apologize for responding until now, but we had lots of contacts after the long weekend and I just started reviewing the NBR boards. I literally just saw your thread.

I can't promise that we will be able to get you something different because I know that the exchange team has some policies that aren't negotiable, but I'll try to push as much as I can along with my team.

 

Good to see a response, hopefully he gets sorted.

Meanwhile, my Alienware 18 that supposedly was under repairs was on parts hold, got off parts hold, is now back on parts hold, and now is magically shipped back to me? I don't understand, was the computer fixed or not?

 

I'd need to check the dispatch notes in our system to be able to tell you what happened exactly. Would you mind sending me your DPS number on a PM? I'll check it from there.

 

Yikes!

Certainly sounds like a nightmare, and at $3000+ for a laptop it's not something to take lightly.

I hope it all works out for you.

 

Sorry about my delay on the reply, I couldn't get on it until now. The dispatch is ok!!

The part on hold was the video card. It got off hold and was immediately repaired and sent to you. It should arrive very soon.

We replaced the LCD due to the flickering and Depot decided to replace the video card as well (perhaps they found something else that I'm missing, the notes aren't 100% clear). If you need anything else, let me know here or on PM.

 

Dell have an "Agreement" in place with the original maker/suppliers of the alienware mobo's, they pay next to nothing for replacement mobo and GPU's.
Dell's technicians are also some of the worst payed people I have met (Well in AU they are) $23AU per job, no travel, use own tools. If job takes 4 hours tech still gets $23.
If you got $23 for a 3-4 hour job, would you really care what happened to the computer you were working on

 

@Alienware-L_Porras

I replied to you via pm as well as sent the email as you requested. I've heard nothing back.

 

Your info and my recommendations are already with the team in charge. They'll handle it from there.

 

Those guys were absolutely no help. They offered me the same crap....send the machine in for repair or provide a refurbished machine.

I'm not sure why I paid for in home service...total rip off, as was my whole experience with Alienware.

Just wanted to share with the rest of the forum that nothing was done, Alienware support is bad, and I'm still taking my business to another company. This Alienware "premium" support is garbage.

@Alienware-Frank_L @Alienware-L_Porras

 

Did you make sure you were speaking to someone in Costa Rica and not El Salvador?
El Salvador takes over flow calls. Costa Rica reps are awesome. On occasion I have ran into a bad one but the majority go above and beyond.
First off never send in to a depot always accept and on site tech. I never have had them deny one. Next, regarding the replacement.. how old is your system? If you just purchased your system they will exchange your system for a new one. If your system is several months old then a refurb is actually not that bad. If they swap a motherboard even if its a new board they have to call it "refurbished". The electronics themselves are not refurbished, the system as a whole is. Refurbished is not "used".
What would you want them to do?

 

It's probably about 6 months old...not sure how old she was when the problems began, but they've definitely eaten away at the time on it while " trying to fix it".

I haven't even attempted calling back in since the last call a few weeks ago. I have a job and a 1 year old kid...it's not easy finding time to call in and spend 4 hours on the phone with them while they "review the case notes", remote diagnostic, check with supervisors, etc...

I just wouldn't buy refurbished, that's just me and totally nothing against folks that do. It's a gamble on what was actually wrong with it, could've been nothing or could've been everything. After having wasted countless hours of my life working with Dell support and having a dozen parts replaced, I would put absolutely no faith in a refurbished machine having actually been fixed prior to the resell. I already wouldn't have purchased a refurbished, and certainly would not from them after expericing their inability to fix my machine.

With that being said, I don't find it anymore acceptable to receive a refurbished laptop to replace the one I specifically purchased new. I could've purchased a refurbished right out of the gate, but I did not want that. If I take a refurbished, I'm going to feel like I ultimately paid a premium new machine price for one I've should've gotten at a reduced, refurbished price...and still doesn't change the fact that I didn't want a refurbished machine to begin with when I made my purchase.

I originally wanted my machine fixed. I relied on the premium warranty and support to get that done... Again and again and again. After the 3rd call-in, the remote tech told me (without me even mentioning it) that if this dispatch did not fix it, they would just replace the machine. Dispatch to my house replaced what they were instructed to, and the next day the problem returns. I call in again and get the aforementioned process. An hour and a half later, the phone tech tells me our next option is to send the laptop in for repair. I stop him there and let him know about my previous call in where the tech was going to replace the machine if that last dispatch did not fix it. He reviews for 45 minutes and then lets me know he doesn't see that anywhere in the notes. He again pushes me to send the machine in. I remind him that I paid for 3 years of in home support, as well I purchased an Alienware, solely for the fact that I did not want to send my laptop off for repair. He gives me the bs about yes but you have had so many problems and we want to fix the issue for you and would like to get it to the depot so we can replace the parts and be sure it is fixed...completely ignoring everything I had just told him. Again, I tell him it's not going to happen. This went on for for quite some time, back and forth...send it in...let me remote in...send it in. I finally got him to check with his supervisor, but not before I'm fed up and furious. Another 30 minutes, and he's back saying they will replace the machine and he transfers me to the replacement department....which is another 45 minute wait.

This starts off decent...until the guy says the replacement will be a refurbished machine. I stop him there and tell him this was NEVER mentioned by either tech. I proceed to explain to him that I did not purchase a refurb and do not want one in exchange for my new machine. He explains the company policy, and I explain again that I was offered a replacement equal or greater to my current machine...a refurbished laptop is not equal to or better than my new one. He explains the policy again. I explain "my policy" again. He explains the same policy again. I explain my policy again. He says that is the only option he has the authority to offer me and says he will transfer me to the returns department for other options.

OK finally getting somewhere...wrong. 30 minutes later, I get the returns department. I give them my machine info, they check the notes, then come back on the line and tell me they only offer returns for machines less than 30 days old. I start all the way back at the beginning of the story. Then I proceed to explain that I wasn't trying to return my machine for a refund. I have a lemon that needs replaced. He tells me he cannot do anything as they only accept returns in the first 30 days. I explain again that I'm not trying to return my machine and that I was sent to them to get something in lieu of a refurbished machine. He says again they only do returns in the first 30 days. Again I'm in the back and forth with another idiot on the phone. He tries to send me back to tech support saying they are the ones that would approve and process a replacement. I tell him that they had sent me to replacements, who then sent me to him for that very reason. He explains the same 30 day policy. Back and forth... I finally get him to transfer me to his manager. 40 minutes later, I get the man in charge.

He proceeds to explain the 30 day return policy. I explain that I didn't just decide I don't like the machine and want my money back...I have a broke machine that support could not fix and had escalated the issue to his department for a new replacement as I did not want a refurb. I get the 30 day return policy again. He goes back and forth with me....completely overpaid and useless as he is doing nothing more than repeating the 30 day return policy. I then say I would accept a credit back to my Dell financial account instead of a new replacement... I think it's a decent offer since it guarantees I'm not trying to get my money back and walk...I'd get the credit, send them my broken laptop, and then order a new replacement myself using that credit, and Dell can sell my old one as a refurbished laptop for $100 off, which is what they do. It's not to much to ask them to eat that $100 loss in exchange for making a loyal, high-paying customer happy, right? Brilliant idea where we both win! Wrong...I get the 30 day return policy again and then he starts trying to get off the phone with me after saying there's nothing he can do. Each time he hits the part in his written script about "is there anything else I can do for you today", I respond with something along the lines of a 'yes, I'd like my broken machine replaced with a non-refurbished machine or a credit back to my Dell account in order to purchase the new replacement. Over and over he says he cannot and then tries to get off the phone. I press on and repeat myself. He then abruptly changes it up and says " since there is nothing I can help you with, I would like to thank you for calling Dell." I say my problem isn't fixed and I'm not ready to end the call. He repeats himself and HANGS UP ON ME!!!

That's been my experience with Dell, and that's why I would rather smash this laptop with a sledgehammer and drop the pieces in the trash, then go purchase a new Sager, MSI, or Asus than to have to call into Dell support again. I have not been treated like a paying customer at all. I feel like I've been cheated, and Dell absolutely does not care. I made this thread hoping to get help from Frank or Porras or someone. All I got was the same offer to send my laptop in for repairs...back to square one.

If that's all they have to offer, I'd rather make a good YouTube video of me destroying my $3400 laptop and then explain my story and why I'm tossing out $3400 and buying a different brand. That should be great PR for Dell.

@Alienware-Frank_L @Alienware-L_Porras @AW Khan

 

It's not worth destroying your laptop and posting a Youtube video about it - You'll just end up looking like they all do, a complete clown throwing away your hard earned money. Dell won't care if you smash the laptop, they already have your money.

Take it from me, I know how angry you can feel dealing with over the phone service.

My advice and as hard as it can be, send it off for repair.
When it's fixed and returned, simply sell off and take your business elsewhere and don't look back.
Cut your losses and never forget/ forgive.

Make your mark by supporting another company as the time chasing people up is just simply not worth the effort.

 

Just to point out, Frank L is not Frank Azor (Alienware head), and neither Mr. Azor or Khan have looked at this forum for some time.

 

Point wasn't to make a video and hope to gain sympathy from Dell. Point was to make a video showing I'd rather destroy the $3400 laptop and eat the loss than to EVER have to call Dell support again. My business is already going elsewhere, and everything I can do to take as many people with me will be done....whether it be a video expressing $3400 isn't worth dealing with Dell, or the fact that I'd break it before selling it to someone else and handing Dell a potential customer.

I might start buying people other brand laptops in exchange for their own videos of Dell destruction. I wouldn't wish this nightmare of what is Dell support on anyone!

 

Can't blame them for not hanging out here...a bunch of slighted customers and way too many problems to even think about dealing with.