*Shocked* - Recent Support Experience - Alienware 17 r4

Long story short, received a r4 earlier this month and I noticed performance loss over the first week or so. Started putting it though the usual tests and realized 2 of my cores were experiencing a def of 15-20c and leading to throttling.

Alerted support to the issue, after various tests (not needed but understood) they determined clearly the HS or TIM wasn't seated properly and offered to send a Tech. (obviously not happening - under 30 days). When I spoke with the return department they offered to send me a replacement but I would not receive any window of time to ensure the new laptop is in good working order. The only solution they provided was to return and repurchase! Unreal, this is my 4th system in 7 years (M17x r2, Ranger, Aurora - love all of them, r2 still runs modded ((BIG THANK YOU TO THE NBR Community for that)) and gifted to a buddy.

I've never experienced this level of discontent but this experience really has me questioning if I want to continue to do business with Alienware. How do you send a customer a faulty product and your only solution is return (and wait 3 months for charge backs and new order) or get a new system and take it sight unseen and hope the prior issues aren't present?

Very disappointed, didn't expect this as a result and probably will be the final nail, it was good while it lasted.

 

How did you notice the performance loss? What were the symptoms?


Sent from my iPad using Tapatalk

 

General reduction in FPS was the primary sign. Was getting an avg of 150-200 fps in most things I threw at it, after the first week I noticed a huge hit, avg dropping to 100 or so and down to 60-70 under load. Then noticed high surface temps over the CPU and started digging from there. I was actually so impressed by the performance initially I didn't even bother to monitor the system out of the box. Now that 3 weeks have passed its maxing out at 95-97c on two cores not even OC'd!!! (Note: Zero issues with GPU temps - this is only a CPU problem)

When support initially suggested a tech to come out I laughed, how is that even the first option for someone who hasn't had the system for 30 days? It goes to show me they would rather mitigate loss than take care of good customer. I've been a huge champion for the support side of AW as being one of the main reasons to purchase, I feel very betrayed.

 

I know people think APPLE do this, but I think MS does it, make older computers "slow down" on purpose... so you can be forced to upgrade. All this Telemetry data and stuff, I bet they're not collecting half of what we fear but using it as an excuse to "tie up resources" .

How else do you explain computers sales on the rise over 20%+ growth each year for the last 4 years.

 

What's wrong with the options proposed by DELL representatives?

Except for the first one of course.

 

So you find taking a new laptop without any return window after receiving a defective one the first time that I only discovered because of my review period is a suitable fix?

Or do you find the return and (probably 2 1/2 - 3 month process (refund 30+ days, finding the right price, then order/build/delivery time) to get a new one - is a suitable fix?

UPDATE: Called again today, spoke to a very nice gentleman who provided 45 days total (from invoice so really an additional 15) - so with 7-10 to get new system should have a couple days to put it through the paces. Why this wasn't offered originally after I spent 5+ hours discussing I don't know. But he probably just saved a customer.

 

It ain't perfect but when compared to support from other big names in the business I would say they are light years ahead.

I ain't Dell fanboy though, I detest that company to oblivion.

 

Hard to disagree with that, hence my stance for so many years. All I'm ever looking for is middle ground, as long as the business shows some manner of effort that's the important part. I don't feel nearly as righteous when some of the blame is on my shoulders but this situation was entirely of their making.

Either way, I found said individual who treated me like a peer, not a disposable piece of trash. (which of course I am in the grand scheme but that's not how you build a following). I'll update with my experience on the replacement.

Few other items I noticed on this build:

Space bar sometimes doesn't register key strokes, very noticeable in shooters. (iunlock in his review noted the shallowness of a few keys, stating the space bar as one. Didn't see anything about being unresponsive though)
Still having issues with Killer card even after updates
Substantial light bleed in the middle of the screen (120hz)

I really want to love this system, hoping it's just a lemon.

 

Get Excited much? Solutions come to those who are able to calm down and focus on the outcome that's best for them. If you read these or reddit forums you should know by now that Dell rep's are all unique... you will find ones that are good and ones that have better things to do than customer service. The option to ship replacement off the bat would have worked... you don't have to ship the original one back until you test the new one .... it may delay your refund but that's about it. Also the 3 months to credit your card for returned laptop is a MYTH... I'm sure it has happened to some but on two returns that I have done over the past years (one just last week) from the time they received the laptop back and the refund was less than 7 days -- not anywhere close to 30 days .. or 3 months for that matter.

 

I think you need to apply your own logic. I spent plenty of time trying to reason and discuss the issue the first time, spoke to multiple reps, etc. This isn't my first rodeo and it's clear you wished to respond in a pompous manner without even applying any critical thought to the retort. I explained the combined time, not just refund of the charge (although ironically have experienced a protracted return process in the past) so lucky you, guess you dodged that bullet.

"The option to ship replacement off the bat would have worked... you don't have to ship the original one back until you test the new one .... it may delay your refund but that's about it."

This is simply not true, you're going to get someone stuck with a product with that advice. Anyone reading, make sure it's detailed and you get it in writing they are going to accept the product after the 30 days from invoice date. The replacement system does not effect the original invoice date which they use to base all of this on.