Update = After completing troubleshooting, a DELL-Cares agent setup a system replacement. The replacement system is working fine after performing the reset.
Dell-Cares,   I purchased the X17 R1 back in December I have now received 2 $5,000 broken laptops I have asked about the replacement and get told that when one gets ready to be built I will be notified when the process is started. I am highly disappointed in the service and quality I have receive after the 1st replacement. When I received the replacement I asked on how to transfer all my data and the only solution I was given was to spend 70 dollars on a software to transfer the data now it has been discovered that I will now be getting another new unit and that means I will have to spend another 70 dollars out of my pocket when this new unit arrives. But it does not end here I received an email on 2/27/2022 at 8:01pm central us time that stated my premium service was canceled. I have been very patient and nice and understanding up to this point. Why was my premium support canceled, I inquired to see if I could upgrade to premium plus and I was given a run around sales pitch and finally we agreed on a price and I asked the person to call me back as I was driving at that time and I was not in a position to give out my card info and details at that moment. It has now been over two weeks and I have not received a phone call back, I also have since then inquired about the premium plus upgrade again and have not heard back from anyone. Now I have to ask when I am in the middle of trying to get an arrangement for the 3rd new pc that I had originally purchased in December and no one can seem to give me any information about when it will be abalone why in the heck would you think it’s acceptable to cancel my services! This is beyond dissatisfied and I would like to speak to someone about this ASAP! This is unacceptable on your part 5k for a pc is a lot of money and to receive two broken ones back to back it beyond acceptable to me, and then to cancel my premium support on top of that. I don’t think so not with these issues I am having with your product. I bought a G7 less than a year ago and I have had nothing but issues with it I have spent hours on the phone troubleshooting it and it has never 100% right I just recently had to send it in to get the keyboard fixed as it had a dead key. 7k in laptops total and nothing but issues so far. At what point do you actually care about the customer.Also no one has discussed any other further options with me in the email it states that if my product is not available then a solution to upgrade to a higher or newer model will be available and no one has reached out to discuss this with me. Why? A person inquired about his issue on the 27th of this month and he now has one at his house by the 25th on a x17 R2 I have been trying to set up my pc since December and it is going to be march on my now 3rd attempt to set one up while costing me out of pocket to do so. I just want a pc to work the G7 never worked as advertised and the Alienware OC never worked, the first x17 had a bad screen with dead pixels and and burns in to, this second x17 the mouse track pad is broken upon arrival. December to present is just unacceptable for this kind of service and quality. I want to know where and how I can file a formal complaint with dell or please advise.
X17 R1 poor service and quality