I bought my alienware 13 at Aug 2015, by Nov the battery is died. But the laptop is working fine with a power cord and I am really busy that time, so I called DELL until Feb. After some phone diagnosis, DELL decide to let a onsite technician replace my battery, the part shipped fast and the technician contacted me timely.
When we met, he seems a nice guy really, but he is not so good to my laptop. He went to my office to repair my laptop and I was around busying on stuffs and pass by him sparsely, but when I take a look, I saw he was having some trouble connecting the wire and find the right place for screws. I didn't worry a lot because everybody have their working style. However, after the battery replacement ,this took him 1 and a half hour, when he run the diagnosis, the VGA fan is not working, so he said he would continuing and recheck that, I feel a little anxious but I am at work I have works to do, so I left and after 5 mins he said it's done then prepare to leave. After I walk him to the parking lot and get back I run the diagnosis my self(Well it's just only F12 and diagnosis), everything did passed.
Then the not going so well part, yesterday I plugged a jump drive in my left USB port as I did normally, but got no response. Then I test with my phone and some portable hard drive, the phone seems charging but also no sign of hardware recognition on windows.The wire or cable of this port must have been connect loose if there is any wire. I opened the HDD and RAM cover and hope I could maybe see the connector. Then the scene is like this(figure 1), I think this black tape is from the last 5 mins repair for the VGA fan, because I didn't saw that previously. And when I look closely, the connector of Keyboard back light is also chipped( the white plastic part in figure 2).
In a follow up customer service Email for the battery replacement, they let me call some number to fix the USB problem. But I am tired of this chain of problem DELL created by them self and feel no need to repeat to DELL customer service or tech support the whole story on phone because they don't really care about my property once it's bought from them. They do the repair is only because the warranty is forced by law. that's why they do fix your problem but did it poorly or say let someone fixed it poorly.
Personally I won't purchase on DELL again, not only because this overall messy experience of Alienware 13 but also other bad history such as a order cancel without noticing me after 2 weeks of last day delay on a digital writing board I ordered.
I am a foreigner to this country, so please forgive the grammar and other English problem if any. I saw above standard working integrity all around me but not this DELL warranty experience.
Fig1
Fig 2