My continued nightmare experience with Dell support & Alienware laptops

Story time: I placed an order for my first ever Alienware laptop in the form of an M16R2 on 11 November 2024. I've wanted to own an Alienware laptop since I was probably 16
It was delivered on 22 November 2024. Dell also plainly says that the 30-day return period starts from the date the unit is shipped.

I noticed that the sound was only coming from one speaker. Got a tech sent over to replace the speaker. Then I noticed the mute button static sound issue that I posted about some time ago. (Turns out this is a factory defect but more on this later)

Dell support recommended to change the motherboard. It was done. I get on a call with Dell again to tell them I want to return this piece of junk as it is no longer a "new laptop" and because I'm not satisfied. Some jackass named "Steve" told me "You don't qualify for a return, there has to be something wrong with it to return it" - I told him to tell me where it says this IN WRITING. But he hung up. I called again and spoke to gentleman Syed who told me that I DO qualify for the 30-day return period and that I can definitely get a RETURN or EXCHANGE done

I decided on an "Advance exchange" where I keep my unit until a new one comes and Dell holds money on my credit card.

29 Nov 2024 - Exchange order placed by Dell. Canceled by Dell on 2nd Dec 2024

3 December - Dell tells me they CANNOT accomodate my advance exchange and that I need to drop off the laptop first

3 December - Dropped off the laptop at the nearest Purolator at 6:47pm

5 December - Purolator confirms that unit was delivered at 11:04am

5 Dec 2024 - Exchange order placed by Dell. Canceled by Dell on 13 Dec 2024

13 Dec 2024 - Exchange order placed by Dell

16 Dec 2024 - still no confirmation or update so I canceled the order

The cancel fiasco was done by a person named Shruthi who claimed to be from the "Exchange dept" when infact she was a "tech support agent" - she wanted to "see to the order herself and expedite it for me" hence the multiple cancelations God knows why

I'm told that the refund will be credited in "10 business days"

In the interim, I figured place another order for another machine which was costing C$1100 less. Order placed on 16 Dec 2024 - Unit delivered on 30 Dec 2024

On 30 Dec I spoke to a jackass named Rohit who said that I need to wait '3 to 4 days' for the refund to show and that it was never processed as the "billing team wanted some updated info" which turned out to be my full name, address and the last 4 digits of the card I used to place the order

07 Jan - They finally tell me that the refund has been approved and that it will be credited by EOD

07 Jan - the OTHER M16 I got had massive battery issues. I put the same YouTube video on it alongside my 2-3 year old Inspiron 3511 - keyboard LED off, refresh rate 60 and BOTH laptops gave me around 1 hour 15 mins of power. It is understandable on a laptop that is 2-3 years old but on a NEW M16? lol took out a powercfg /batteryreport with the Dell agent remoted in and he asked for the report. Battery was INDEED the problem and a tech came on the 8th to replace the battery

08 Jan - WIll be credited today EOD - Amex said there's no incoming refund or anything whatsoever

08 Jan - laptop 2's battery was replaced and I got pissed off when the douchebag wouldnt take my 32gb ram out to put the 16gb ram back in that came with the unit but to his credit, he was just doing his job. Took the ram out myself, reset the useless piece of junk and filed a return with PICKUP scheduled for tomorrow

09 - For laptop 1, Dell Customer Care says that the amount will be credited by EOD

8:43pm Eastern time and still no refund.

I've owned a Dell 5521 and it lasted me NINE LONG YEARS and had another Dell before that. I was hopeful that Alienware would be cool and problem-less. Boy was I wrong.

I'm very tempted to get the newly announced 16 Area 51 but given the unending nightmare, I highly doubt it