Poor support from Dell/Alienware? m17 R4 issues, any ideas?

[PCB_EE]

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 ****** 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 they said they can't help with order issues so I have to contact customer care again on the phone.


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. Has anyone ever dealt with this?



The specs:


m17 r4

i7-10870h

32 gb ram

144 hz screen

3080 16 gb

 

[Kohaashi]

I’d would have advised to take the refund and reorder when you weren’t happy with the first model.
Protect your consumer rights.
You only have 14 days to return if you change your mind and who knows if the replacement would be any better.
You don’t want to be left with a machine you’re not happy with.

 

[Semple]

So what exactly are you after?

Dell have told you that they no longer build the laptop, and are therefore unable to offer a replacement.

Annoying that it might have taken that long to get to that point, but i would say they're being pretty decent by offering a full refund.

It sounds like you're unnecessarily throwing your toys out of the pram.

 

[PCB_EE]

I’d would have advised to take the refund and reorder when you weren’t happy with the first model.
Protect your consumer rights.
You only have 14 days to return if you change your mind and who knows if the replacement would be any better.
You don’t want to be left with a machine you’re not happy with.

So what exactly are you after?

Dell have told you that they no longer build the laptop, and are therefore unable to offer a replacement.

Annoying that it might have taken that long to get to that point, but i would say they're being pretty decent by offering a full refund.

It sounds like you're unnecessarily throwing your toys out of the pram.

I just want a machine. I didn't really mention my circumstances but they are less than ideal which is why I am so frustrated. They legally have to offer me a refund, I don't live in the UK so the laws here are different. I was told that in lieu of a refund, I would get this machine and if it were still not acceptable, they would process a refund.

I don't have a similarly priced similar spec machine available to buy because of the stock issues because they 10th gen Intel laptops are gone because of the new gen coming (this is what two major stores told me), so I won't be able to find one soon even if I had the spare cash to find one immediately. I need a powerful machine for what I do for research and design. Additionally, all of this is combined with the fact I don't have access to another computer right now because I am required to self-isolate for 14 days due to Covid exposure. I know some of this isn't Dell's fault but it really makes the situation crappier.

In regard to what I was expecting was an actual explanation for what the problem is, followed by an alternative laptop configuration or a statement of what a delay may be.

 

[Semple]

I just want a machine. I didn't really mention my circumstances but they are less than ideal which is why I am so frustrated. They legally have to offer me a refund, I don't live in the UK so the laws here are different. I was told that in lieu of a refund, I would get this machine and if it were still not acceptable, they would process a refund.

I don't have a similarly priced similar spec machine available to buy because of the stock issues because they 10th gen Intel laptops are gone because of the new gen coming (this is what two major stores told me), so I won't be able to find one soon even if I had the spare cash to find one immediately. I need a powerful machine for what I do for research and design. Additionally, all of this is combined with the fact I don't have access to another computer right now because I am required to self-isolate for 14 days due to Covid exposure. I know some of this isn't Dell's fault but it really makes the situation crappier.

As much of a crap situation that might be, none of that is Dells fault.

In regard to what I was expecting was an actual explanation for what the problem is, followed by an alternative laptop configuration or a statement of what a delay may be.

- Why do you need to be told what the problem is, you've already told them that there are touchpad, display, hotkey issues and some cosmetic damage.
- Alternative laptop configuration, are there viable alternatives? It's likely you'll run into the same issue which your 3rd request addresses - you've been told that the delay is down to sourcing components. So even if there was a viable alternative, you might struggle to source one.

 

[PCB_EE]

Some of the situation is Dell's fault because they failed to fulfill my order which resulted in me being able to find a replacement because this has taken a couple months.

They still have laptops available on the website for some reason that are configurable with my specs. The Dell agents are notoriously unhelpful and sometimes make up stuff.

I have contact with a Dell executive that is escalating me to the Executive response team to handle this for me since "Dell failed me".

 

[MrFunex]

Just take the refund and buy from someone else?

Or wait?

It's (obviously) less than ideal, but that's the way it is.