I have been struggling with my Alienware laptop for over a year. One repair after another. Service techs to the house. Walking us through dismantle and repair. Shipping it back to Dell. Just arrived again – for the 3rd time – today and it doesn’t work right out of the box. $2800 for a laptop that stops working every few weeks is ridiculous. We purchased premium support which we we’re assured would help, but am getting the run around – big time. When I suggested it was time for a refund, they generously offered to replace it – finally! No thanks you. For what? Another year of stress??

Update: after dealing with a complete jerk in executive support for a few weeks, I took to social media and filed a police report with the Houston Police. Then I called CSAT, who owns the CATS repair Depot in Houston. I called and left messages for every single member of the executive team there.

On Thursday a wonderful woman from support at Dell called and arranged for a replacement drive to be installed on Friday. The laptop is working as of 3pm Friday.

Thank you, Linda Kelly and all the great folks at CSAT who escalated the call.