*New* Alienware 17 R3 Fan Issue - Unbelievable Support

We bought an Alienware 17 R3 (price over 2.5K) and its has CPU fan issues from the start (fan noise - probably broken bearing).

We called Dell support and the best they can do is to send a technician to completely dismantle the laptop and replace the fan!!!

(We all know that this revision of A17 R3 has not easy access to fans)

So essentially we paid 2.5K for a brand new laptop and instead we'll get a repaired one...

And who knows what problems will be caused during the process, the forums are full of such service complaints...

We expect at least a replacement unit, as it is an out of the box machine with problems...

Is that really the famous Dell / Alienware support?

(All these happen in Greece)

 

Alienware has been a huge disappointment. Customer support is a mess. I would consider returning.

 

Yes that's the best solution and we'd prefer to return it and get our money back.

But that depends on each country's laws and Dell's policy in it..

 

What do you mean? They don't do new order returns in Greece?!?

 

They didn't agreed neither to replace the unit nor to refund.

The only offer is sending someone to disassemble a new laptop for repair...

 

I purchased my last Alienware from Amazon. Amazon will replace the unit if there's something wrong within 45 days, no questions asked.

Alienware used to be just as accomodating, but lately they've become pretty bad when it comes to offering a replacement. You need 3 repair attempts before the thought of a replacement is even considered. Then a manager or someone has to approve your replacement.

When these new systems were coming out, I predicted the service would decline. Shame to be proven right.

 

Is that really their official way of support..

Disassemble 3 times a newly bought laptop to fix their own errors and deliver to user a repaired and not brand new anymore unit?

Wow... we're sorry for not being able to find earlier another brand better to satisfy our needs...

 

Frankly I don't see any problem. In my country the techs are generally very experienced, and I've had my old XPS M1330 repaired at my home through warranty more than 3 times for 3 different reasons.
There was never any problem and I found it much better and more convenient than having to send it in and wait for a replacement.
Especially since I'm someone who uses my laptop extensively for work and can't do without it even for a day.

 

What's your country?

 

For a used laptop after some time, yes that's probably good support.

For a brand new one, it's outrageous to pay 2.5K for essentially a repaired unit.

 

had my mobo replaced due to failed bios update withing 3 working days and my speaker had a cracking/weird/popping sound had it replaced to withing 2 working days tech was at my front door. Could not complain about the support/service . what is unacceptable to me is having a faulty speaker. also i am from the philippines

 

Bascially the new AW's are junk... Stay away from them for a mile! Alienware's reliability has always been an issue and these new ones are much worse due to crappier QC...

 

India.

Absolutely, it sucks that a brand new laptop should have any faults at all and is definitely something Dell needs to work on immediately.
But in the situation that it does develop a fault, I would rather have it repaired at my house than send it in and wait for weeks, is what I'm saying. Of course, your preference will differ from mine.

 

The old days we were buying something and had the excitement to unpack and start using it.
Now we have the agony checking the bought item if it works correctly as it's supposed to do...

Dell's latest answer today, was that they cannot authorize a "System Exchange" for such things like a bad fan. Apparently the damage needs to be larger...
The advice was actually to not disassemble the laptop (since it's brand new), but keep using it and probably change the fan later inside the warranty.

Hoping it'll be fixed by itself..

 

Good luck. It took Alienware 2 months to get my computer operational, not even 100% working. They can go rot in hell for all I care. You should look at the old M18x R1 unboxing video vs a new Alienware unboxing video and you can immediately see the decline in quality. It just used to be so much better. Today, it is a bad joke. My Alienware 17 R2 that came supposedly "new" has nonworking AlienFX lights on the lid and screen bleed around the bezel. Junk computer, just absolute junk. This was NEVER an issue on the older models, and it used to be that if there was any problem within 30 days of receipt, they take the old unit back and send you a BRAND NEW ONE (I know this from my own exp with M17x R3)

I will never recommend Alienware to anybody at this point.

 

Dear Raidriar, I completely agree with you about the Alienware 17 R2. It's totally junk. They messed up enough with this and throw out new R3, fixed some problems from R2 but giving out new problem for R3 user. I can't believe Dell let user deal with third-party app to control the stability of the fans.

But after all, my first Alienware, I love what it brings to me. The only downside is support that too bad. But some Alienware guys that work over the phone or email is must better than Dell supports, they know nothing about Alienware.