Dell will not replace a lemon of a computer

Question

I purchased an Alienware, Area 51 Laptop in September. It is the best of the best that they offer. By November, my computer was freezing and causing significant issues on very important work calls with clients. Turns out that the motherboard needed to be replaced. At Dell's direction, I took it to an authorized repair shop and go it replaced. Brought the computer home and within an hour the motherboard went out again. Dell then sent an in-home tech to replace the motherboard and hard drive. An hour after they left, the power button wasn't working. They sent a new tech this morning to replace the power button, but they guy said there are broken pieces on the 3rd motherboard (obviously poorly refurbished).

I'm now needing multiple items replaced, likely the motherboard, power button...who knows what else.

Dell will not replace this lemon. I'm about to be on my 4th motherboard for a computer I've owned for 4 months and only been able to be used for 2 months. My new computer is now scratched up, lights don't work, etc...not to mention the many hours and billable time I've lost from my small business dealing with this thing.

At this point, it makes zero financial sense for Dell to keep fixing this computer. It's beyond me why they won't do the right thing and send me a new computer. <Dell policy states that a NEW Area-51 laptop exchange is only done while still inside the FIRST 30 days from the Dell invoice date. After that 30 day period, a refurbished exchanged is allowed. DELL-Admin>

I cannot express how much I regret buying this computer.

Unwanted customer · Answer

I'm in the same boat. Multiple repairs but still no joy. New motherboard. New SSD. It freezes. it crashes. I get error message after error message when I try to start it, round and round with one error after another.

I know this response will get removed by the moderators. They don't like It when we respond to each other. They call it a "violation" and remove the post.

Scoggins · Answer

That policy would make sense if I wasn’t going on the fourth motherboard replacement in four months of owning the equipment. It’s also extremely discouraging that a company would not provided a better experience when a person is buying top of the line equipment.

I bought this for small business. I normally buy Lenovos for my employees, but I tried Dell this time. Lesson learned.

Scoggins · Answer

Further development. They are putting the 4th motherboard in the computer, but it's now backordered. I've owned the computer for approximately 6 months, and I've not been able to use it for over half that time. Dell will NOT replace this lemon of a computer to save their life. These issues are far beyond simply warranty items now....shameful.

(edited)

Alienware

Dell will not replace a lemon of a computer

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