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Exchange, Aurora R16
I wish to exchange my current Alienware R16, and have Dell provide me a brand new machine. Reading Dells policy 3 attempts have been made, meaning the next action is Dell provides a New device.
There is no other acceptable solution. I have already sent the machine to Dell, only to have it returned in the same state of malfunction. I do not trust this device, it appears to be a lemon. I have already reached out to the BBB explaining the enormous failures I have experienced, tomorrow I send letters USPS to all of the top Executives and VP's at Dell Texas. I have tried it your guys way long enough, failure seems to be the theme. I am confident my way will yield the result that I paid for. After being a loyal consumer of Dell for 2 decades, my trust in this company is at an all time low. It would take the normal amount of CS and Customer Care to recover me. Neither of which have I experienced.
DELL-Cares
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May 6th, 2024 13:15
"meaning the next action is Dell provides a New device"
Incorrect. A New exchange is only allowed inside the first 30 days from the Dell invoice date. In your case that was January 28, 2024. February 27, 2024 was the cut off date for a New exchange. After the first 30 days from the Dell invoice date and three services with failure to correct the issue, you are only entitled to a Used/Refurbished Aurora R16.
(edited)