Dell depot damaged my laptop!

I sent my M17xR4 in for depot repair due to a bios update brick. It took 2 weeks for them to fix it, and when I finally get it back, it's damaged! My lid, media button metal area, and palm rest have SEVERAL deep scratches on them, and my bottom casing is now missing 2 rubber feet, and has no operating system! This is unacceptable, it looks like a 5 year old went to work on this laptop. Is there any action I can take to get Dell to fix this? It was in perfect shape and is now noticeably damaged, courtesy of the Texas depot. The agent who handled my case said he would call me back when I got my laptop back, but he never did and all attempts to reach him have been futile. Alienware reps, are you reading? Can anybody point me in the right direction? Warranty is up at the end of the month and there is no way I'm letting this slide without a fight. Thanks in advance for all the help!

EDIT
I installed windows, can stumbled upon something even worse. The soundcard is dead and/or non-existant. Windows hardware manager is unable to find a soundcard (other than the radeon's external output sound and iGPU sound output) and the creative installer also is unable to find a soundcard. What in the world....
I have reinstalled windows countless numbers of times on the R4, and I have NEVER had this issue.

 

PM the Alienware reps. Describe exactly what happened and take some photos of the damaged portions. Depending on the severity of the damage, you may be able to get a systems exchange. Do it now before your warranty expires. Did the depot service fix the original problem you sent your system in for?

 

Original problem was a BIOS brick, so I guess they fixed that. Now, I have a slew of other problems. I will try and PM the reps here, but I have PM'd them for help before and those pleas for help went unanswered. I have a more alarming issue. The soundcard is dead. Windows hardware manager is unable to find a soundcard (other than the radeon's external output sound) and the creative installer also is unable to find a soundcard. This is beyond ridiculous.

 

You seem really emotional. If you want something to be done, you cannot be angry at whoever you talk to. Trust me. Be kind and courteous and everything will be okay.

I got $200 off my Lenovo Y500 just by being nice to the sales rep on the phone, and I am sure you can get this all sorted out if you do the same.

Best of luck to you.

 

I've had nothing but trouble with my m17x r4 and I've been given the run around countless times. I just want things to work, is all. I'm running out of patience. In no way do I ever come across rude over the phone, but I am firm. I paid good money for this laptop and I expect it would be treated with care.

 

Yes you did. But there is a difference between firm and dramatic (making a scene). The sound card issue is not unique to your R4. It's a problem that's plagued all the R4s. You probably didn't have it before because the motherboard you had did not contain one of the defective sound processors. The replacement motherboard you were given by depot service most likely has one of the defective Sound Blaster chips. Just...be cool headed about it when you talk with the Alienware reps here in the forums. They will bend over backwards to get you righted.

 

Maybe try this route, dell unresolved issues: https://support.dell.com/support/to...g_issues_tech?c=us&l=en&s=gen&DoNotRedirect=y

 

That is a very true statement. A rep was able to get me approved to sending me a motherboard replacement all the way to Afghanistan, rather than me send my whole machine across the world. They will do everything they can to help you as long as you're patient and respectful.

Anyone that you talk to, except the one who did the damage, had nothing to do with your laptop being in the shape it's in. Yelling at them doesn't make anything better for anyone.

Best of luck to you.

 

Sorry guys, didn't want to come across super emotional or angry, I guess i'm not the best at internet intonation.

I just filled that out, thanks for the tip

I also messaged Alienware-Luis_Pardo, lets hope this can get fixed quick!

 

I also just received a message from you about this issue, I'll handle the case internally. Sorry about the inconveniences with the depot service.

 

Looks like this is on its way to getting resolved! Thanks everybody, especially Alienware-L_Porras!

 

Glad to hear!

 

Second that. See what happens when you keep a cool head?

 

i sent my R4 to the depot a few months ago for similar bios brick issue. i had read about dreadful depot stories online... so i taped $20 on the repair note addressed to the tech and said lunch was on me... i shipped it monday and got it back that friday! chyeaa :thumbsup: