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AMD Advantage Alienware m18 R1
I purchased this laptop in November of 2023 from Dell's website. Shortly after opening the package and setting up the laptop, the native display turned black... but the keyboard and power button were lit up as normal. Thinking this behavior strange, I plugged in a secondary monitor via HDMI and sure enough - I was able to view my desktop. I contacted Technical Support and they were able to resolve my issue.
Fast forward to yesterday (04/29/24), I updated drivers via the Dell "SupportAssist" app and the same thing began happening. My native laptop display would go black. I contacted Technical Support again and they tried rolling back my drivers to no avail, they tried to make adjustments in my BIOS also to no avail, and then they ultimately asked me to perform a factory reset on my OS. After accomplishing that last night, I noticed this morning I was having the same problem... so I contacted Technical Support yet again and this time around they wanted me to reimage the OS off of a flash drive.
At this point, I'm extremely frustrated and convinced that my problems lie with AMD. I would like to exchange this laptop for one with an Intel/Nvidia CPU/GPU - or even some form of "store credit" to offset the price of the next laptop but Dell doesn't seem to want to entertain this option.
ejn63
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April 30th, 2024 16:02
No manufacturer will offer what you're looking for -- and it's perfectly reasonable for support to ask that the system be restored to its factory configuration for troubleshooting purposes.
Meimzos
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April 30th, 2024 16:59
@ejn63 I think I'm going to respectfully disagree with your opinion, my friend. Restoring to factory configuration is fine and all - but to keep going down that route as a means of "perfectly reasonable" customer support is simply not acceptable. This is the second time they've asked me to restore to factory within 12 hours. Logically, there must come a point where the manufacturer has to acknowledge the product is defective, surely?
ejn63
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April 30th, 2024 21:22
That is true. What isn't going to happen is a trade-in of the system -- it will either be repaired according to the warranty or replaced with the same model refurbished system.
You're not entitled to a different system or a trade in on a new one.