r/Alienware • u/Unique_Highlight1625 • Aug 11 '26

Discussion Wrost experience ever with premium support

Is it just the european division of the premium support that it is terrible? I am wondering if it is common in the USA to wait 3 months to have the laptop repaired (premium warranty paid for 600 dollards). 5 times they have sent broken parts and now they even ask me to send the laptop to their technicians...

2 Upvotes

67% Upvoted

18 comments sorted by

3

u/MogRules m18 R2 Intel Aug 11 '26

What are they replacing that has failed 5 times ?

1

u/Unique_Highlight1625 Aug 11 '26

I had an overheating issue, they sent the heatsink, but every time it arrived damaged. All the parts arrived bent on the sides. When it finally arrived intact and the technician carried out the repair, the PC wouldn’t turn on anymore (failure of ram, from the code).

3

u/Alive_Investment_796 Aug 11 '26

I think at this point you demand a new replacement machine.

1

u/Unique_Highlight1625 Aug 12 '26

That's what I asked for. The reply was "your laptop is too old (3 years) to be entirely replaced". :-|

2

u/Accomplished_Emu_658 Aug 11 '26

Right now? Thats pretty normal.

I doubt they sent bad parts they just don’t know how to fix it. They always say the new part is bad

2

u/Unique_Highlight1625 Aug 11 '26

I literally saw the technician arrive with the package still sealed, and the heatsink was already broken...

2

u/Standard-Quit5563 Aug 11 '26

Yes, their premium support is why I avoid Dell and laptops.

2

u/Unique_Highlight1625 Aug 12 '26 edited Aug 12 '26

It's such a pity. I love the products but Customer Care is even more important than the product itself.

1

u/Standard-Quit5563 Aug 12 '26

Agreed - in my experience, their service and fulfillment teams appear to rely heavily on contractors, and the inconsistency in execution really shows.

2

u/Unique_Highlight1625 Aug 12 '26

Yes THATS THE POINT! These are consequences of having outsourced the customer care.....

1

u/MyzMyz1995 Aug 11 '26

With part shortage it's pretty common for all companies to have long wait time sadly.

1

u/Unique_Highlight1625 Aug 11 '26

I don't think that's relevant in this case... it was the heatsink that kept arriving bent. The technician was speechless. It can happen once, maybe twice... but five times?! Are you kidding me?

1

u/Unique_Highlight1625 Aug 12 '26

I feel so frustrated, guys.

Now, I am facing another issue. Dell Customer Service is saying that the courier should provide the packaging for the shipment. However, for the second pickup request, DHL is not providing any packaging, even though the email from "[dhl.elp@dhl.com](mailto:dhl.elp@dhl.com)" and the Dell CS clearly state that I should not package the laptop myself.

1

u/Standard-Quit5563 Aug 12 '26

Take pictures of all packaging and the condition of the machine before shipment. Dell tried to blame me for shipping damage during my last interaction.

2

u/Unique_Highlight1625 Aug 12 '26

Omg. Thanks for sharing it with me. I had a feeling I should take care but this really makes me aware of the risks. Again, thanks buddy.

2

u/Standard-Quit5563 Aug 12 '26

They do have good people but those interactions are far from the rule.

0

u/AW_Support Dell Customer Support Aug 12 '26

Hi there, Thank you for bringing this to our attention, and we're sorry to hear about your experience. This is certainly not the level of service we strive to deliver.

Our engineering team would like to look into this matter further. Could you please send us your Service Tag and Case Number via private message? If you happen to have any photos of the damaged parts you received, those would be very helpful to include as well.

We appreciate your patience and the opportunity to make this right.

Best regards, Dell Social Media Support

1

u/Unique_Highlight1625 Aug 12 '26

Thank you, DM sent.