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TheRadmeister

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1 Message

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October 25th, 2025 17:57

Replacement needed for CPU

Dear Dell Executive Support Team,
I am writing to escalate a continuing issue with my Alienware R16 desktop (purchased October 2024) which remains unresolved despite multiple contacts with Dell Technical Support. I have an active Premium Support subscription valid through October 2026.
Since purchase, the system has experienced a series of hardware failures, including:
A faulty NVIDIA RTX 4090 GPU, which required replacement.
Faulty RAM and SSD, also replaced under warranty.
Ongoing intermittent system shutdowns, hard crashes, and a CPU Error Code 00, indicating a possible CPU or motherboard fault.
Although SupportAssist and diagnostic utilities do not register this error, this is not unusual — such tools often miss deeper hardware faults. The symptoms persist and have been reproducible under normal operating conditions.
I have already spoken with Dell Technical Support by phone and chat (most recently on [insert date]), yet the CPU issue remains unacknowledged or formally diagnosed. Given the number of hardware faults already confirmed, it is clear that this system has demonstrated ongoing reliability problems since purchase.
I am therefore requesting escalation to a senior technical specialist or field engineer for proper diagnosis and, if confirmed, replacement of the CPU or system in accordance with my Premium Support plan.
Josh

DELL-Cares auto response

Community Manager

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1.3K Posts

October 25th, 2025 17:57

Hello! Thank you for reaching out to us. I am your Dell-Cares contact for order related queries. Unfortunately, our customer service is currently unavailable. We are available Monday through Friday. Please reach out to us on any of these days and we will be glad to assist you. Thanks for being a loyal Dell Technologies customer.

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