Dell Technologies

Disappointment of the product quality - not value for money .. defect build in but no new replacement unit was provided as it just passed the 90days timeline not even considering as an exception. Dell does not value their long term customer.

If I could rate zero star, I would do it. Be prepared for no service even if you pay for additional 3 year on-site support. After purchasing 30 Dell computers for our company, we discover that the Dell customer service is non existent. When our XPS arrived with a defective motherboard rendering any use impossible right from beginning, the customer service team could not agree to a brand new one-to-one exchange, and offered a refurb exchange! Throughout, they took very long to reply and took the short cut to ask us to refund instead! Buy at your own risk! Lousy service.

What a horrendous service, if there are negative stars for rating I would gladly select the negative stars rating. Desktop XPS 8950, unit is under warranty (paid for warrenty extension) with ProSupport plan. The unit had repeated occurence of blue screen and contacted support team to resolve the issue. Via WhatsApp, the team kept telling us to run numerous tests, send them the system logs and reformat the unit multiple times without resolving the issue, insisting they can't send engineer to site until they have identified which part of the hardware needs to be replace. Subsequently the team claimed that we did not do the reformat with their image disk so we don't qualify for hardware replacement. To begin with, they did not even provide it to us when they told us to do a reformat of the OS. The link to the OS was only given to us on their 3rd or 4th time telling us to reformat the unit, claiming the given OS would resolve the issue. During our last attempt to reformat with the given Dell OS, the issue is still persisting. Called up the support contact number, but the team on the phone is still talking about running tests on the unit, and even claimed that the motherboard was replaced which did not even happen, the previous service report had clearly indicated that there were no hardware replacement. Subsequently the team on the phone seemed to just put the phone aside, totally no sound, no response to the conversation. Despite our decline for further endless test and reformating of the unit, requested for engineer onsite to resolve the issue and telling the team that this request is non-negotiable, the team just continue to repeat the same thing, telling us need to run more test need to identify the affected hardware parts for replacement before they can send engineer to site. Even after being told that the unit is being used for work purpose, the team still insist to run tests endlessly instead of send engineer onsite to resolve the issue for once and for all. Running tests after tests over the period of a few months but yet still not able to identify the hardware parts that need replacement and still refused to send engineer onsite to even investigate the issue. Is the support team really that incompetent? What kind of support service is this? What is the point of paying for warranty extension (with onsite service included) when the team ignored onsite service request and even claimed the unit does not qualify for hardware replacment? What is the point of having the support team that doesn't solve the issue? Does the support team even serve its purpose?

For the price of the new alienware m16 r2, I would have taken my money elsewhere. Bad customer service, after sales support and disappointing product. To add on do not fall into their trap of their "Dell rewards program" have yet to receive my item, 4 days after purchasing, I received an email, your dell rewards are about to expire. Update on alienware m16 r2 - heats up really fast and extremely noisy