1 Rookie
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2 Posts
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56
October 7th, 2024 22:51
No Dell Outlet replacement for new Alienware R15
After just one week the power supply died on my new Alienware R15. I absolutely love this PC. They sent me a replacement power supply quickly and it did not resolve the issue. Now after a week of waiting I‘m told that there isn’t a replacement in stock. So my only option is to send this back for a refund and buy a new PC elsewhere. How is this acceptable for Dell to not help me find a resolution? I’m a 15+ year customer and have purchased 6 Dell laptops and two Alienware gaming systems and this is the best that can be done for me?
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DELL-JoeyR
2 Intern
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275 Posts
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October 8th, 2024 22:09
HI MShoffer,
We regret we were unable to source a replacement device. After reviewing your case, it appears the main issue is the limited stock of this model on our outlet website.
Several factors influence our ability to source a replacement system. Since you purchased your device from our outlet site, which features refurbished devices, we cannot offer a “new” device from our regular sales channels. The current available units on the outlet site do not match the specifications of your original system, which is why the team communicated the difficulty in finding a suitable replacement. Inventory levels change daily, so if a suitable replacement isn’t available immediately, we typically wait a few days to see if one becomes available.
We understand this is not the ideal outcome and apologize for any inconvenience this may cause. I can confirm that the refund process has been initiated and is pending the return of the original device. Our team will remain in contact with you until the case is fully resolved.
(edited)
ejn63
10 Elder
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28.6K Posts
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October 7th, 2024 23:34
They cannot provide what they cannot source, bottom line. If they're offering you a full refund on a system that's approaching two years old, it's more than generous.
MShoffer
1 Rookie
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2 Posts
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October 8th, 2024 02:29
@ejn63 it’s a week old. I get that it’s not the current model but it was purchased new from the outlet and with warranty. How is there not a comparable model available anywhere and why was I strung along for a week before being told I’m.
(edited)
ejn63
10 Elder
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28.6K Posts
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October 8th, 2024 11:07
It's probably the AMD model they discontinued a while ago, so it's no longer available. And the answer to the other question is in your original post -- if you told the support people the same thing you posted here, you made it clear you loved the system and did not want to return it.