Alienware Refurbished - WATCH OUT!!

Hello all,


I wanna share my terrible experience with the Alienware 15 and Alienware support/customer support.


I received today an Alienware 15 refurbished as replacement for my old defective Alienware 15. I received another defective system and I find out that the first owner of this refurbished system had the same problem I'm experiencing now.

I have some dead keys on my keyboard and I find out a service call of the first owner for a keyboard replacement. Probably the first owner sent back the system and Dell did not fix and sent to me today. I'm really upset with this situation and the solution Alienware proposed to me was to send it to their depot to replace the keyboard!!!


A copy of my email to advanced resolutions:

Hi,

I want to try to solve a problem with my Alienware 15. My service tag is.
The problem is, I had some problems with the Alienware 15 and after sent it to the depot 2 times, Alienware offered me a refurbished replacement. I told them that I did not liked the idea, but still allowed receive the replacement laptop.
Today I received the refurbished system and I'm very angry about what happened. I received an Alienware 15 that has a problem in the keyboard, key W and arrows keys are not working. I placed this service tag in the Dell system and I find out that the first owner of this machine had problems with this Alienware 15, probably the same problem I'm experiencing because he opened a request to change the keyboard. You can check on service request 913449656under service tag.
This service request is a call to replace the Alienware 15 keyboard. Dell sent me a system unrepaired. I call the technical support right after noticed the problem, the technician admitted that I received the system without repair. The only option the exchange team did offered to me was to send the laptop to depot or send a technician.
Where is the respect with the costumer, I did not liked the idea of receive a refurbished system, they told me many times that all refurbished systems are fully tested and I got a defective system? Is that the Dell/Alienware quality control?
I will only accept a replacement for another brand system because I cannot trust these refurbished systems anymore, the only solution for this case will be a replacement with a new system, otherwise I think I'll need a lawyer to solve that problem.
Alexandre Mutti

 

In really sorry you are going through this, and also very shocked. I have always had excellent experiences with system exchanges, always received a brand new one actually. In the future never post your service tag or express service code so the public can see it. That information should only be shared with Dell/Alienware.

Hope you resolve this matter soon.


Sent from my iPhone using Tapatalk

 

I too have had good luck with dell's outlet alienware purchases. I don't like taking advantage of this, but usually they offer you a discount if you have an issue right off the bat. I had somewhat of a same issue and they offered my $100 on top of fixing it next day. I thought that was great customer service.

 

I never had any issue with replacements , since even the m17x days.

I hope your issue gets resolved soon too.

 

I had such terrible service issues, one system replacement caused me to go through 7 laptops, and took 8 months, until they pulled out all the stops and gave in and gave me something amazing. It was harassment up until they did that in the end. I do think they try, and mean well, but sometimes, its just by the numbers.,