thesandmason

1 Rookie

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2 Posts

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47

May 3rd, 2024 05:51

m18 R2, brand new already sent to the depot for repairs

Alienware m18 R2

TIMELINE:

JAN 2024:

*Got my new AW M18 R2 from the Dell website

* It has this crackling sound issue and gets louder when the adapter is plugged.

* I made a report the next week and then it was dragged by redundant follow-up and inquiry by diff people from dell and they can't figure out what is wrong with the unit and told me to ask help with their technical support via WhatsApp.

FEB 2024:

* I was "ASSURED" that it was going to be fixed if they replaced some parts.

* On-Site service was scheduled then they informed me that the parts that are needed are put of stock. They dragged this until March.

MARCH 2024:

* On-Site service was done...

* RESULTS AFTER THE ON-SITE SERVICE:

1. THE PROBLEM PERSISTED AND THE CRACKLING STATIC SOUND PERSISTED.

2. AFTER A FEW DAYS, THERE WAS A NEW "CLICKING SOUND" COMING FROM THE TOP LEFT OF THE LAPTOP'S FAN THAT SOUNDS LIKE A MOUSE CLICK. IT ONLY HAPPENS WHEN THE LAPTOP IS ON PERFORMANCE MODE ABOUT 80% OF THE TIME.

APRIL 2024:

*They told me that they need to bring it to the depot for further investigation & to get it fixed (Take note that this issue was already there since day 1 and a new sound issue emerged after the on-site part replacement). They told me that it will be around 7 to 10 days for it to be fixed.

APRIL15, 2024:

*They took the laptop to the depot.

MAY 3, 2024:

* Until now there is NO update or any report on what's wrong with the unit or parts of it. (TAKE NOTE THAT THIS IS JUST A NEW LAPTOP GIVEN TO ME ON JANUARY).

Any Suggestions?

Responses(3)

CD

Chino de Oro

5 Practitioner

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5K Posts

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May 3rd, 2024 09:31

Unfortunately, you allowed the issue to drag past the return window, which you were entitled. Therefore, the option for a full refund is off the table. If the same issue can not be resolved, after the third time, Dell will offer you a replacement. Be reasonable and ask nicely, a case manager may issue you a new unit instead of a refurbished one.

(edited)

T

thesandmason

1 Rookie

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2 Posts

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May 3rd, 2024 09:47

@Chino de Oro

Yes I allowed it knowing that they told me that it was going to be fixed if they replaced the part & it just got worse. I shouldn't have believed what they said in the 1st place & maybe its easier for them to replace a part rather than a laptop replacement. Also my bad that I should have asked for a replacement but they really insisted of replacing the part. This is actually the 1st AW that I bought & also my 1st exp to buy an expensive laptop with defects or dealing with customer support for laptops.

(edited)

crimsom

6 Professor

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6.1K Posts

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May 3rd, 2024 11:30

Hi @thesandmason purchased Alienware m18 R2 with Premium Support and it arrived on 28 Apr 2024.

Extremely impressive.