x17 R2, repair center broke laptop

<First you replied to a 2019 thread. Second, you replied on the Alienware Desktops board. Moving your post to the Alienware Laptops board. x17 R2 Shipped March 2, 2022. Warranty expired March 2, 2025. DELL-Admin>

Dear Alienware/Dell Support Team,

I am writing to express my profound dissatisfaction and anger regarding the poor service and negligence shown by your technicians during the repair of my Alienware x17r2. I am appalled by the damage done to my laptop, which was caused during the repair process, and your team's refusal to accept responsibility for it.

Incident Summary:

• On February 25th, my Alienware x17 R2 laptop was functioning perfectly, including the Alienware startup button light which displayed blue light as selected through the Alienware Command Center (AWCC). I only requested external body parts replacement due to scratches, as the device was still under warranty.
• However, after the repair process, when I turned on my laptop for the first time after the service, the startup button light was no longer working correctly. It was completely abnormal compared to its previous functionality. The issue was immediately noticeable, and I began investigating the cause.

Further Evidence of Malfunction:

• Before the repair (March 25th), the startup button light was working normally, displaying blue as selected in the AWC app.
• After the repair, the startup button light no longer functioned as intended, showing an anomaly that was not present before.
• I contacted your team immediately, and your customer service response was to suggest that the issue could have been caused by me adjusting the light settings. However, this claim is false and unacceptable, as the problem arose directly after your technician's repair.
• Despite this clear evidence, Dell refused to provide an email address to formally submit my complaint. When I asked for contact details for further escalation, your team denied my request, which further exemplifies your lack of professionalism and accountability.
• Here is a summary of the situation in my own words: “灯光在第一次工程师上门后 再次打开电脑使用的时候就异常了 只是当时没发现 后来在照片中发现了异常" and “提交后他们不承认 说有可能是我调试了灯光 并不能看出问题". This is a direct refusal to take responsibility for your technician's mistakes.

The Unacceptable Response:

Your responses so far have been dismissive and unprofessional. I specifically requested the email address for formal complaint submission, but you denied me that request. Furthermore, the suggestion that the issue is my fault is offensive and without merit. The malfunction occurred immediately after your repair—this is not something I caused. Your refusal to acknowledge your mistake is highly frustrating and unacceptable.

My Demands:

Given the circumstances, I demand the following actions:

1. Immediate repair of the damaged startup button light and full restoration of my Alienware x17r2 to its previous state.
2. A formal apology from your team for the poor service, negligence, and the inconvenience caused by your refusal to take responsibility.
3. A detailed investigation into how your technician damaged the laptop during the repair and a guarantee that this will not happen again in the future.
4. Clear contact information for formal complaints and the assurance that this issue will be escalated appropriately.

Further Action if Not Resolved:

If this issue is not resolved to my satisfaction within a reasonable time frame, I will not hesitate to pursue the following actions:

<Private data removed from public view. DELL-Admin>

• Publicize this issue through social media and other platforms to ensure that other consumers are made aware of your subpar service and lack of accountability.

Conclusion:

This situation is absolutely unacceptable, and I am deeply frustrated by the lack of professionalism shown by Alienware/Dell. I expect a prompt and satisfactory resolution to this issue. I expect to hear from you immediately with a clear solution.

Sincerely,
<Private data removed from public view. DELL-Admin>

[24th March 2025]  

Here are some images on how they did their repair service : 

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here is an image when my laptop was still okay. Here Showing Blue light. which doesn't glow blue after the repair service from Dell. 

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here is an image after repair service.: here you can clearly see from selecting colors from AWC app. light doesn't glow as selected. also blue color and some other colors are missing. it only glows red and yellow and green :

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