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260
April 9th, 2025 23:57
G16 Gaming Laptop is a Disaster!
I'd love suggestions on how to get to a resolution with Dell. I purchased a G16 gaming laptop in June and have had a litany of issues that you couldn't make up. It seems to get worse every time they service the machine. So far we are at:
Replaced:
Palm rest/keyboard
Screen
Bottom Case Shell
Motherboard
Motherboard #2
SSD
And now have planned:
Bottom Case Shell
Motherboard #3
We have had an open Sev3 ticket for 162 days and counting. Dell continues to try and replace hardware and dragging it out. The problems started on day 1 with the computer and haven't let up. Now we're 2 months away from the warranty expiring and it's never worked right. We have been working with the Advanced Resolution Support team for a couple months but that's not changing anything. I am now demanding a refund but they are not budging. Any suggestion on how to get their attention would be great.
purplehalf
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April 27th, 2025 16:39
This has now been resolved. After initiating a dispute on my credit card, sending a certified demand letter to their lawyers, and countless hours on the phone, Dell has offered a refund minus 15%. For those hoping to go down this road, please know that it took an incredible amount of persistence to get to this point. Good luck to others in the same boat.
ejn63
10 Elder
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28.6K Posts
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April 10th, 2025 00:35
If the third repair doesn't solve the problem, ask for a replacement system. You may also want to read the terms of sale.
https://www.dell.com/en-us/lp/legal/terms-of-sale-consumer
purplehalf
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April 10th, 2025 12:22
Thanks for the suggestion. They recently offered a refurbished replacement of a laptop with same specs. I have no confidence in this model though. With only 2 months of warranty coverage remaining I'm not inclined to accept their mediocre offer.
ejn63
10 Elder
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28.6K Posts
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April 10th, 2025 13:36
If you're planning to reject the offer, weigh that against the cost of a warranty extension -- if you let the warranty expire, all repairs will be at your expense.
purplehalf
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April 10th, 2025 14:28
The problem, I believe, is that the replacement unit does not carry it's own warranty. I believe that whichever path I choose (replacing parts or getting a refurb replacement), the warranty will expire in two months. If you think I'm wrong on this I'd be curious to know.
I'm certainly not inclined to throw good money after bad for more warranty. The current warranty has only proven to cause more issues than it resolved. The first time we sent it to depot for analysis it came back with a broken screen and case. Luckily we had photos of the unit before it was mailed out as they tried to say it was our fault. Most recently, they swapped the motherboard and SSD and now the thunderbolt and external video don't work properly. I'm not going to pay money for more service like that!