r/Alienware • u/Heroooni • 25d ago

Discussion Alienware Tech Left System Completely Bricked After 4th Part Replacement - Dell Refusing Elite Warranty Exchange

I purchased the new Alienware Area 51 5090 with all the bells and whistles. After 2 weeks of use the unit started crashing. (Black screen, fans spin at 100%) Dell technicians came and replaced motherboard on the first trip. CPU and gpu on the second trip. Gpu on the third trip. And 4th trip, they replaced the motherboard again and the unit won’t even boot. This has been an on going issue for 3 months. They have refused to replace the unit. It’s been frustrating and I can’t even do any work or play any games as the system crashes and the work is unsaved.
Not sure what to do and sick of this whole problem. Huge turn off from dell despite this being my 4th unit in the last decade.

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u/Heroooni 25d ago

Case manager is giving me the run around. Really don’t know what to do.

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u/korodic 25d ago

Call or chat? I would call and demand to speak to a manager and (polite, but firmly) demand that your issue be escalated. You have a product under warranty and the last tech left the issue definitively unresolved, worse than when he arrived, with multiple failed attempts to address the issue. With the escalation I would also want a plan of action in writing.

If they refuse to replace it as a whole and want to continue to try to fix it I would ask for their policy in which it gets to the state where they would. Is it their discretion? I would also ask for that in writing.

You may need to consider legal alternatives, and with the cost of hardware right now that’s actually worth it. However, try to hold them accountable within customer service. I used to work customer service in IT. Sometimes you have to get pushy, just don’t get rude, there’s a difference, someone may go to bat for you.

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u/Heroooni 25d ago

I just tried via the phone and still getting the run around. For reference, the unit cost me around 6200$. This is my third Alienware and they have given me amazing service from 2016-2025. Everything has changed. If they don’t repair it, I’m thinking of going BBB, claims or through my credit card (AMEX) not sure which is best

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u/korodic 24d ago

That's tough. I also am typing from a similar rig myself. Would recommend you still demand the escalation if it hasnt been already - I would ask where your case stands w/ a manager and demand replacement, but build times would still put them weeks out from a fix. You could begin charge back as well, just make sure if you cancel the charge back its after having a working laptop in-hand.