Aurora R16 GPU and CPU failure

I wish I could help. I’m just at the beginning of my warranty journey and I’m already extremely annoyed. I’ve had 2 appointments scheduled and come and go with no one contacting or showing up. I took off both day from work to be home for the repair. Every time I contact support I get the same run around that someone will contact me within 24-48 hours. I think that’s to just get me off the phone. Because I haven’t been contacted either time I was told that. 

my pc is an aurora 15 with one of the bad intel chips 13700kf. I get blue screens regularly. 

I’ve been an Alienware customer for 10+ years the support used to be excellent. I’m not sure what happened but its totally different now. 

reading your story I’m not feeling confident my issue will be resolved. I feel for you. Dell and Alienware has really fell off there best reason to buy. The premium support. 

/thumbs down.

to be fair it sounds like a number of poorly trained techs worked on the pc but at same time Dell did replace almost everything in this pc in earnest.  from Dell warranty perspective they are doing everything, although OP does have a series of bad luck parts.

the waiting is unfortunate but is part of the warranty repair process

frustrating, yes. 

@redxps630​ I agree that they have tried doing the same thing over and over. It's just unbelievable that a company that prides itself on technologies seems to fail to deliver said technology effectively. I've owned Alienware PCs since the late 90s. My first gaming PC I purchased with my money as a teenager was Alienware. Ever since the purchase of them by Dell they've slowly become just like every other PC maker out there PLUS they added in Dells legendarily terrible customer service. Its sad.

@nb1984 did you just have the gpu issue? Cause I'm pretty sure I may have the same problem. I haven't really had any issues with my computer (R16 i7 14gen, 4070) until Thursday. The day before that, no issues or crashes from any games or work related stuff. I have the updates automatically updated and I check up on them every time I boot up my computer to see if anything new has downloaded. For one game I have to scale down the graphics cause for some reason it was pretty demanding (i can play cyberpunk at full graphic settings, but It runs pretty warm for helldivers 2, not sure how that makes sense). Anyways, yesterday I got to turn on my computer and nothing is displaying on my monitor as well. no dell or alienware pops up ( I also own a 38 in alienware monitor). So doing some of my own troubleshooting and making sure where the problem was coming from, monitor works great still when i plugged in my xbox. But hdmi and D-ports on the R16 itself are not responding. The desktop turns on, but nothing is happening on the screen. Monitor goes into standby mode within a few secs even though its connected to my desktop. So i did talk to customer service (I also paid for the premium warranty package with accidental damage and spills and what not) and they determined that it was a motherboard problem and going to send a tech to replace it for 21, Jan.

      Well checking on it friday, new update said parts on order, 30 min later said parts wont be available till 26th Feb. I reached out to them (called support) and didn't get any promises and relayed to them that I also use this for work and can not go on for that long without one. They said it was a estimated time and doesn't mean I may have to wait that long but ill see it when i believe it. I asked them when the 21st comes around, what then? What are my options? They said one of their departments will contact me that day. Which I again I'm not holding my breath, I'm gonna call them that day plus email. I sound like a Karen but I really don't care. I've read some horror stories on reddit (which theres both sides of the story of course) and I'm skeptical when they say things like they'll call me or something. I just want to be proactive and not sit around. Plus looking on my status the parts numbers are there but theres like 3 of the same ones and its not for a new motherboard but for the GPU. Which makes sense cause the ports for display are on the GPU, but I was told the motherboard will be replaced, not the GPU. I don't know if there is a language barrier or communication is poor within that world of Dell, but I just need my stuff fixed or if not, they should replace the whole thing for me and take back my broken one to fix on their end.

     Sorry for the novel but i get the frustration and I'm sorry you've been having issues this long. I don't if there was a recent update for the gpu or for the system that is giving other people issues now too. Or if the rtx 4070 graphics card is faulty by default and hence why the have the 4070 super and super ti available. 

@Thaddious27​ I hear you. I'm still waiting for the GPU to be "back in stock" so they haven't even had the ability to test the system and realize it needs a new CPU too. I have no idea how its so incredibly difficult to provide a timely solution to customers. Dell isn't some small boutique brand, they have millions of sales a day. I refuse to believe that they don't have a plethora of back stock. This will be my last Dell affiliated PC. Never again. HP has a SIGNIFICANTLY better system in place. My Omen 45L (work PC) had a bad i7 and PSU. They SENT ME A BRAND NEW REPLACEMENT of the same exact model and had me return mine in the box they sent the new one in. I owned it for just under a year by that point. All they did was change the warranty coverage date, and move on.

@nb1984​ Sounds like hp was doing well for ya. I really think the R16 is a nice desktop. It's been running fine and all. Besides the GPU going dead. The customer service is killing me though. Idk if I want to go through that again. This may be my last time going through Dell. Area 51 R16 looked super promising and the fact they got rid of proprietary parts (including motherboard, etc) so it sounds like they are listening. But ya, that customer service needs a restart. Lol

I like the new Area 51, but I feel like they chose to once again play it safe. Alienware is supposed to be a brand that makes you look at your PC and say WHAT is that!? The past few years have shown us that its not about design, aesthetic, performance, or service, but rather money. They want to re use as many parts as possible from all other lines so they don't have to actually innovate or change, but still expect that people should pay a premium. Why is the motherboard and PSU proprietary on the R16? It's not a custom case. It's not a top end Z790 board. It's literally nothing of note.