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August 30th, 2025 13:27
x14 R2, could it get any worse?
I bought an Alienware laptop in October 2023 with a 1 year warranty and it has never worked properly. From the very beginning it would shut off every five minutes, no matter what I did.
I insisted to Dell/Alienware support during the warranty period that the laptop was broken, but I received no real help. Instead of addressing the core issue, they kept making me go through pointless steps—like replacing chargers and other components—while avoiding the obvious fact that the machine was defective from day one. I was doomed from the start, stuck in endless repair cycles that never fixed anything.
I sent the laptop in for repair twice, and each time Dell/Alienware failed to resolve the problem. Instead of acknowledging the recurring defect, they came back with new “problems” to avoid triggering a replacement. Because support was so unhelpful and turnaround times were weeks, I delayed contacting them again—I can’t be without a laptop for that long just to have it come back broken again.
Now that it’s out of warranty, Dell refuses to replace or acknowledge the issue at all. To make things worse, support literally told me I “shouldn’t expect a laptop to last for 500 days.” For a premium-priced gaming laptop, that response is beyond unacceptable.
This has been the worst customer support experience I’ve ever had. The laptop has never worked since day one, and Dell refuses to take responsibility. This entire process has been dreadful and it’s just a black hole of nothing.
$1700 completely wasted. Egregious!
ejn63
10 Elder
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29.2K Posts
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August 30th, 2025 14:03
If it hasn't worked since day 1, why did you not send it for refund or replacement when you received it?
No, they're not going to replace an out of warranty system at this point.
user_48a4f8
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5 Posts
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August 30th, 2025 14:13
@ejn63 I sent it back twice, each time took me multiple hour long calls and two weeks each waiting for it to be repaired. I then waited to deal with it again because I run a business and need computers that work and can’t spend endless time dealing with this. I need this computer again and it’s still an issue. I insisted it was broken many times and the best they ever did was replace a charger. They continued to deny any issue. It’s gaslighting it’s creating a horrible situation to wear you down. I updated software, bios, followed all steps on every forum. This computer is discontinued. I wonder why? Do you enjoy endlessly being passed around automated phone systems to be told your computer is fine and have a charger replaced?
<Violations removed. See the Forum Code of Conduct. DELL-Admin>
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user_48a4f8
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August 30th, 2025 14:14
@ejn63 I sent it back less than one month after purchase and again less than one month after that. That’s not even having a computer for one month out of the first three I had it.
(edited)
ejn63
10 Elder
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29.2K Posts
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August 30th, 2025 14:17
I did not mean send it back for repair - - if it truly didn't work out of the box, you should have had it replaced or refunded in the first 30 days.
It makes no difference at this point -- if it needs repair, you're probably better off with a local repair shop than sending it in for a repair estimate from Dell.
user_48a4f8
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August 30th, 2025 14:21
@ejn63 I did and they said it was fine, also 30 days is no time at all. These are all policies to make a consumer suffer who cares what the policy is the computer is trash and they don’t care. Why do I have to fight just to get a computer that works for $1700? Don’t you think that stinks? Can we agree on that? Why ask me why I didn’t do something I clearly tried way more than I should have.
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ejn63
10 Elder
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29.2K Posts
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August 30th, 2025 14:49
You clearly have an agenda that isn't going to be met. Good luck to you -- if you decide to replace the system with something else, make sure you're happy with it from day 1. It's clear that hasn't been the case here, and that there's very likely nothing wrong with the system other than buyer's remorse -- which the no manufacturer warranty covers.