3 Posts
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788
June 12th, 2022 13:00
m15 R6, keyboard, power, audio issue
Bought my Alienware M15 R6 laptop in September 2021. Had major issues - keyboard not working, laptop randomly shutting down and not turning on, speakers not working twice. They sent a technician every time to fix it. But after so many recurring issues, it was obvious that it is a faulty unit. Dell is trying to replace every single component in the laptop rather than sending a new one. So frustrating that they are okay with sending technicians over and over again without a proper long-term solution. They keep telling me that the above issues aren't "major" enough to deserve a replacement. Spent $1,700 on this laptop and isn't worth a single penny. My warranty is about to expire this September and I'm sure they are dragging this issue until that. Once that's over they'll make me pay for the repairs. It would be a good laptop if it wasn't for these issues that happen so often. I am so frustrated, anyone who can find me a proper solution?
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DELL-Jesse L
Moderator
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17.6K Posts
0
June 20th, 2022 03:00
Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.
crimsom
7 Technologist
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6.1K Posts
1
June 12th, 2022 20:00
Hi @Mihinaa welcome to this free user to user Alienware laptop discussion forum. This is not Dell Support.
If the same fault cannot be fixed after three attempts, it is Dell policy to provide new preplacement system. In hindsight, user should have Rejected this Alienware m15 R6 laptop within first 30 days. Dell Refund policy, New vs Refurbished - Dell Community
Please visit your online Dell account and create Service Request, ask for your Formal Complaint to be escalated to senior Dell tier that can authorise your remedy. How to Create a Support Request Online for Dell EMC | Dell US
Please click on @DELL-Cares to send Private Message requesting assistance.
Mihinaa
3 Posts
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June 15th, 2022 19:00
Thank you for this information @crimsom ! I'll be sure to look into it. So far I have only had an issue with the same component twice.
spikeyMushroom
1 Rookie
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8 Posts
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July 6th, 2022 00:00
Similar issue. first keyboard and now audio (owned it 7 months and now 2.5 months laptop not fully functioning). Such bad manufacture and disgusted by how dell treats its customers. WILL NOT recommend anyone dell product any more and WILL NOT buy anything from dell anymore
Jayce288
5 Posts
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April 25th, 2023 15:00
I'm not sure about your keyboard and power, they could be similar issues to the video I'm posting, but the R3 and R4 of both the M17/15 have the same audio problems, and when drivers aren't the problem, either a hardware replacement or this is the solution:
https://youtu.be/qXHixvEC5DE