Dell Customer Service
Alienware Laptop Unfixed After a Year of Service Runaround

We purchased our Alienware laptop from Netherlands and since we had to move to Turkey for 2 years we had to ask for technical service over there. It was a simple blu-ray issue. However when they re-assembled, our computer never worked. Since the first service call, it`s been 1 year. During this period, they replaced more than 20 parts including screen, motherboard, processor, graphics card (some of them multiple times). We have around 30 service forms. We had to leave our computer in a so-called laboratory for 2 months.

At the end we received a phone call telling us to take delivery of our computer in a non-fixed state and were told to take it to Netherlands so they can replace it. Netherlands Dell does not undertake any responsibility arguing that they do not have anything to do with the ongoing problem. Turkey Dell says they cannot replace it because product is purchased from Netherlands. They issued us a DoA Form to make things easier in Netherlands however NL Dell has no clue about what it is. So after all we paid 2k for laptop, multiple international calls, business loss, trips between two countries, new laptop... Expenses are triple the initial cost of the laptop. Our warranty period will expire in 20 days and we do not think there will be any solution before or after the expiry date.

When you buy the product they claim that they give international service but once you experience serious issues you are nothing but a ping pong ball between two countries. Same brand, same company you think. But that is so wrong. Dell uses sub-contractors to deliver technical service at home. Their sub-contractors do not have any concerns about customer satisfaction. Their unqualified technicians break, Dell cannot put it together despite hundreds of phone calls and efforts from the customer. Never again!

Company: Dell Customer Service
Country: USA

  <     >