If I could give .324 stars I would.I had bought an alienware m15 R4 laptop a little over a year ago. It had been working great, I basically use it as a desktop, since I work from home. There are no physical damages to it. However, all of a sudden after some software update, the built-in keyboard just stopped responding. Okay, stuff happens. So I speak to several dell support agents, they try to fix it, to no avail. I should mention, half the agents just stopped responding via email after their initial email to follow up once I had to shut down my pc(great support). I should also mention I have premium support, what the hell would it be like if I didn't have premium support?? Most of the agents were nice, friendly and helpful, probably underpaid. Anyways, an onsite technician came to my house and replaced the keyboard and motherboard. The keyboard then worked for a day for some reason. Eventually, I want to say the process was around 2 weeks, dell allowed the laptop to be shipped back for repairs at the factory. Cool, that took about 4 days, not bad. I received the laptop and the keyboard was working, great, however, the ac/dc adapter was broken. At this point, it's just comical. So, then I chat with another agent about getting a new adapter and what do you know they stop responding via email around after asking where the part needs to be shipped, which was 3 days prior to this post. Just overall a terrible experience with dell.
