Ongoing Hardware Issue with Alienware Aurora R16 – Urgent Escalation Required

Dear Dell Support,

I purchased an Alienware Aurora R16 in September 2024, and from the beginning, I’ve experienced recurring blue screen errors. Within the first month of ownership, the system randomly crashed with a “something went wrong” message before restarting. I followed all recommended troubleshooting steps at the time, including updating drivers, BIOS, and running diagnostics.

However, in January, the issue returned and escalated—going from occasional crashes to happening multiple times per day, rendering the system nearly unusable. Dell eventually replaced the CPU, and I reinstalled the operating system. The issue disappeared temporarily but returned again two months later with the same pattern of instability, even when the system is idle.

I’ve spent countless hours on the phone with Dell technical support, running the same scans repeatedly and reinstalling the OS multiple times. Despite this, the problem persists. Most recently, I performed a clean install via USB at Dell's request, only for the system to crash again the following day.

As a last resort, I sent the PC in for depot service, expecting a thorough hardware diagnosis and resolution. Today, I received notice that the system is being returned to me—with no repairs done, only another OS reinstall (for the eighth time). This is unacceptable. Clearly, this is not a software issue. A hardware fault has existed since the first month of ownership, and it has yet to be properly addressed.

The last representative I spoke with refused to escalate my case, which is deeply frustrating. I am requesting an immediate escalation to someone with the authority to resolve this appropriately.

Please advise who can take ownership of this issue and provide a real resolution. I am not asking for another OS reinstall—I’m asking for a fix.