Worthless Premium Service

Never been this humiliated buying a product and not receiving what i've paid for.

Long story short: Alienware Aurora R10, after couple of year started to smell burning out of the pc, contacted the whatsapp service and i already have the premium service bought for 5 years. told them about the issue, asked me to do some diagnosis, turned out to be the SSD and the heatsink fan to be changed. i agreed and then they said maybe there are other problems, better to ship the pc to them. I did and after 20 days here's what happened:

- i asked many times not to ship the pc untill i know what problem it has and what parts to be changed. ignored and no one told me anything even if every day i ask them and they say they don't know yet.

- PC idle temp is 65 degrees, told them, said the heatsink and they will check, then no, all good no problem even though the first diagnosis said they should change it. SSD same thing but didn't change at the end.

- If you ask if the parts new or whatever, they evade the response.

- No solution at the end and worthless cause after couple of months it will break again and nothing will be solved. 

- you ask to talk with the supervisor, he or she has an attitude and then nothing gets solved.

- I had lost 20 days of my life, doing phd and work on pause, and all the hustle of removing and reinstalling data and software for nothing. and i am sure the problem will come back cause it happened years back and they had to change the heatsink twice.

- using Dell for about 22 years, never had an awful experience like this.

- now even if they send a technician, i have work and things to do, i already sacrificed leaving the pc for 20 days and they could have done it all, still, i need to stay home wait for the technician to come and fix the other parts and replace them. still no one knows if the parts are to be new or not.

Really these situation make you reconsider buying from them, and the wasted money on the service that is "premium" which could be all avoided by just changing the company. i mean is it really that hard living in 2026 to have a pc repaired by a professional? the same pc that is saying in idle without anything running that the temp is 65 degrees? the same heatsink being changed 2 times in 4 years.

What an awful experience. and i had to lose time removing data and backing up all for nothing. and the worst part they say like i am an experiment like i have time to lose again if the problem comes back i need to go through hell again to reorganize and setup the pc?! awful.