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June 21st, 2025 20:38

m16 R2, please make things right

I am requesting some form of discount or support to make this situation right. I loved my previous Alienware 18 with Dual 765M back in the day and I thought I would go with Alienware again to upgrade. I purchased an Alienware m16 R2 in July 2024 and it has been an absolute nightmare ever since.

Out of the box, several Dell "bloatware" services caused the WMI Provider Host service to max 100% of the CPU usage rendering the laptop slow and nearly unusable. I made sure that all of the latest firmware, patches, drivers, and other updates were correctly installed and applied. To fix this, I spent hours in the Services and Event Viewer tools disabling the Dell services which were clogging the system. 

The audio and speakers have nonstop issues. The laptop frequently does not recognize the headset jack and the Bluetooth regularly disconnects. Changing output devices or turning the Bluetooth off and on does not work and when there are glitches like the Bluetooth disconnecting, only a restart fixes the problem. The speakers also frequently stop working, requiring a system restart or disabling and re-enabling the Realtek drivers from the Device Manager. 

I create monthly backups and restore points. A couple weeks ago, I started up the laptop and it erased over 3 months of data. For some unknown reason, the laptop decided that it was 3 months in the past and it would not recognize any of my restore points or the recovery drive I created. I lost everything on the device from the last 3 months. I use this laptop for work and occasional gaming, nothing else. There is no reason why this should have happened.

The system regularly has boot issues, sometimes taking more than 5 minutes to boot. Other times the system fails to shut down or restart, getting caught in some kind of shutdown procedure and the fans dial up to max speed.

Please make this situation right. I have built several PCs over the years but I wanted a reliable laptop for daily use. I am an Alienware fan, my Alienware 18 worked flawlessly for over 10 years, but I cannot purchase or recommend another Dell/Alienware device until this situation is rectified in some way. Thank you very much.

Community Manager

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56.8K Posts

June 22nd, 2025 12:56

Dell does not offer compensation or discount. Dell will of course follow the agreed upon conditions of the purchased warranty. Note, the purchased 1 year warranty expires next month. The purchased warranty gives you access to the GHN (Get Help Now) chat technical support team as seen on right. You should troubleshoot with GHN to run hardware diagnostics, etc.

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3 Posts

June 22nd, 2025 13:28

@DELL-Chris M​ I ran every diagnostic possible, including reinstalling the operating system. Dell Technical Support is horrible. When I contacted Support, they told me to turn the computer off and on again. This is clearly a more advanced issue or a bad design stemming from the device itself. If Dell does not stand behind their product, then Dell has lost a customer. Thank you for making my future purchase considerations easier. I will never recommend or purchase from Dell again.

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1.6K Posts

June 23rd, 2025 01:46

Did you do a 'Reset this PC' or did you do a full clean Windows Install using a USB drive? If you only did the first option then try the second option as it is far more thorough. It sounds like most/all your issues could be software related. Also, do not reinstall Support Assist or any other Dell/AW programs until you test the laptop properly. My advice would be to never install Support Assist ever again. Let Windows install the drivers it needs and you can go to the Support page and use your Service Tag to find other specific drivers to install manually. 

It looks like you still have warranty until July (if you only had a 1 year plan) so you should keep hassling Support and ask for your ticket to be escalated and hopefully you'll get a better response before the warranty ends. 

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June 23rd, 2025 19:35

@mattyb3​ Thank you for the advice. After the most recent incident where the system reset by 3 months, I did a full clean install. I am still experiencing issues. Unfortunately, the diagnostics come back clean which makes further troubleshooting very difficult. That is what leads me to believe this is a design issue or the device is a "lemon." I have contacted support multiple times and they will not escalate my case. They repeatedly tell me to run diagnostics or reinstall the OS which I have now done on a couple occasions but I continue to have the same issues.

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