Aurora R16, cannot power on, repaired five times but not resolved

I purchased an Aurora R16 last July, then in December it suddenly died and won't power on. Contacted Dell and have the device repaired 5 times. They replaced the motherboard (twice), the power supply, and the front cover with the power button. I also shipped the device to Dell not once but twice. Now it has been a month, the computer is still at Dell with the issue not solved.

Just sent an email to Dell CEO and their board of directors. I don't expect them to reply and solve the issue, but I think they should know what their customer team is doing only pushes their long-standing customers away.

In case anyone here can deliver the message:

I am reaching out as a long-standing and loyal Dell customer to bring to your attention a matter of great disappointment and frustration. Over the years, my family and I have exclusively purchased computers from Dell, totaling six devices. Until now, our experiences have always been positive, with exceptional service, including friendly gestures like price matching from your support team. As a customer, I have always felt respected and valued by the Dell team, and I appreciated their willingness to help.

Unfortunately, my recent experience has severely shaken this trust. I spent a significant amount of money to purchase a Dell Alienware Aurora R16 in July 2024. I don’t use it heavily and did not even use it during my travels in the summer and during Thanksgiving. However, in December 2024, after only around 100 days of usage, the computer suddenly died and could not be powered on.

I completely understand that hardware issues can occur and that anyone can face such challenges if unlucky. However, I have encountered significant difficulties with your support team.

First, the computer has undergone repair five times. The Dell team came to my house and replaced the motherboard twice, the power supply, and the front cover with the power button. I even shipped the device back to Dell for diagnosis and repair, not once but twice. Despite these efforts, the computer remains non-functional. Additionally, the Dell team failed to proactively contact me when additional information was needed, forcing me to initiate follow-ups to keep the process moving. This level of quality and reliability is not what I have come to expect from Dell.

As a result of this situation, I have been without a functional computer for over a month. Yet, your support team seems to have little interest in resolving my real-life challenges. Instead, these representatives often rely on rigid corporate scripts, repeatedly stating, “this is our policy” or “there is nothing we can do.” This approach has only compounded my frustration, leaving me feeling unheard and unsupported. It appears that the commitment to truly addressing and resolving my issue has been lacking.

This situation has caused considerable disruption to my work and personal life, leading to significant losses and stress. In fact, I have discovered many similar cases posted on Dell's forum, like this Dell community post two days ago, indicating that my experience is not an isolated one.

I am reaching out to you directly in the hope that Dell can honor its reputation for excellence and customer care. I would greatly appreciate any intervention to ensure this matter is resolved promptly and fairly. I am seeking a resolution that reflects the trust and loyalty my family has placed in Dell for many years.

Thank you for taking the time to address this matter. I look forward to hearing from you and restoring my faith in Dell’s commitment to its customers.