Dell, Inc
Alienware M17XR3 laptop crashing for weeks despite repeated repairs

In August we purchased an Alienware M17XR3 laptop for $3,200.00. The main use of this laptop was to play internet games for our teenage son. At the time of purchase we also paid for 3 years of hardware support where a technician would come to your home if something needed to be repaired.

On February 16 the computer crashed. I called Dell and the first call I was routed to a call center in India where the customer support person told me she could not help me until I purchased an additional software support for $170.00. I was so upset that I didn't go any further with the call.

That evening I printed out all of our purchase paperwork and called the Dell support number again. I was transferred to a call center in Costa Rica. I surrendered and paid for the software support for 12 months or 3 incidences of support. On the phone I was told I should not have purchased McAfee virus protection as it has a compatibility problem with the Alienware computers. I informed him that we purchased the McAfee program from Dell when we ordered the computer and paid for a 3 year subscription. He told me know that I had software service I could be transferred to software support and they could begin troubleshooting my problems.

To make a long story short, we now have 20 hours of on the telephone support calls with Dell from Costa Rica to India and our computer still blue screens and its 6 weeks later!

No one will give me an address to send the computer back to as it is a lemon instead we have been shipped 4 hard drives which were replaced twice. I have had to reload the MS Windows Op system 5 times. Then we had the joy of reloading the laptop drivers completely 5 times. I also had to install the RAID driver and ensure proper resourcing for the computer. If it sounds like I'm becoming an IT service person, then you are feeling my frustration.

The laptop which cost us $3,200 is less than 7 months old and has been down for 6 weeks. We now can use the computer as long at it is hard wired to a network but the wireless connection causes the computer to crash. This issue has taken 3 technician calls and we are still having problems.

I want a full refund for the lemon we purchased. For $3,200 you would think you were buying quality but instead we have been terribly disappointed in how Dell supports their products.

Company: Dell, Inc
Country: USA
State: Texas
City: Round Rock
Address: One Dell Way Mail Stop 8129
Phone: 8662876727

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