I have been a Dell consumer since several years now. I am contacting you regarding a replacement which was sent to me for the repeated unresolved issues of my Alienware laptop. I love Alienware and more than that I love DELL because of which I have owned and used laptops from real long time. Alienware was my dream come true. But for some reason, it had been getting into repeated issues from the beginning of its purchase. I did several formats before I first sent my laptop for service. Since then I have always got back my laptop without properly fixing my issues. So far there has been 8 deliveries of laptop, 7 laptop pickups and 7 delivery of empty boxes. Please be known that the issue was not caused by me or my improper handling. It was some sort of manufacturing issues which has caused loss of time and valuable resources.

 I haven't really got chance to use my Alienware to the fullest. With my last service with the laptop, it was sent back to me with a major issue i.e. the screen would not even turn on.  Finally, I received a call from DELL and I was told that I will be getting a replacement and I received a refurbished laptop on Friday (9/21/2018) which was again a faulty laptop. The LCD screen of the laptop had a major screen burn right in the center of the laptop. I do not know why it was sent to me without even conducting a proper quality check. I am sure if it had gone through QA check it would have stayed back for fixing the issues.

The laptop was an upgraded model but with a major screen burn. I would like to let you know that I am not only losing my time but also my warranty period for which I had paid every year. Opening the box was delightful as I considered it as my Birthday gift, but this unfortunate situation, made me feel bad.

Upon reporting this issue with the customer care, it was mentioned that the only thing they can do now is to arrange a pickup to service the LCD screen. Sir, my concern is, will I have to go through the same cycle again? Do I not deserve a little more consideration and receive a replacement rather than sending this laptop again for a service? The servicing seems to be off considering my situation. If you may ask any of your staffs to check my record you will realize that the issue reported was always a repetition.  

It’s my humble request to provide me 1 laptop that really is in good condition. As a customer I don’t think anyone would be this patient as I have been. I am patient just because I love DELL and I love Alienware. I have been wanting to purchase an Alienware since 2006 and it was in 2017 that I could own one. To be honest, though the laptop was owned and has been in my possession, the issues I had reported was noticed right from the beginning of its time. Now I am getting a refurbished laptop which again is faulty. Please help me.

Hoping to hear back from you or from any of your concerned staffs and I believe I will get a real fair judgment. I would like to know if there is really an escalation system. Because when my case was escalated, I received an email stating that I have reached the customer service and they cannot do anything about it. Following were the exact words - "I can understand your situation over the issues you are facing. Since we are from customer care and not an expertise on this." I am not sure on why the escalation department is going to a customer care section that has no solution. Someone, please assist.