I am a loyal Dell customer and all my laptops used to be from Dell until the moment, I had at least 5 laptops bought from my account. My last experience was awful! And from there I wouldn’t buy any Dell products at all and I don’t recommend any to do so! Customer support is below the zero! I wonder how could a valued company such Dell has this customer support system! Since I bought my Alienware Dell early January 2022 it wasn’t running well until around end of May 2022 I started to get an error msg when I turned it on at bios stating fan failure! I contacted the support, they told me to blow air on the fan at it might be dirty and try to run it and see how it goes, I tried that and it didn’t work! Contacted them back and then they sent me an exe file to update the bios! And it is a mechanical failure! I did that and it didn’t work. I am a busy person work in a hospital and have to check my things at home so that was all happening when I am in need to use my heavy duty laptop and sadly I can’t! I contacted the support for the third time and they told me they are going to request a fan and it would take time since everything is on back orders and they will schedule a technician to come and fix it. I waited around another week until I got the confirmation that the technician is coming on that specific day and if I can’t it would be rescheduled. I took a PTO from my work as I don’t want to be late in getting it fixed and I am in need to use it! The time frame was 1 pm to 5 pm, so I was waiting since morning until 5:30 pm and no body called or showed up! I checked my email and there was nothing for this regard as well! I sent an sms to the technician to check what’s going on! He called me and said that he is busy and can’t come! I told him, don’t you have a schedule with me? He answered that he will come in the next morning! I explained to him that I can’t as I work I. A hospital and it is very challenging to take off days, he laughed and said that he doesn’t care where I work at, and he got my part, so it is either I reschedule or no one else would be able to come as the part will remain with him! “I was shocked by his attitude and reported it”! I forget to mention that I had bought Dell live support along to my Alienware where this repair should be covered. The support was contacted again and they told me that they are going to send me a box with a FedEX return label, so I can send them the laptop and they will repair it and return it back. At this point I was really tired from all that and did this as a last revolution option and was hoping that my problem will be solved… So after like 5 days of shipping it, I got a call from a technician and he stayed that the motherboard is damaged and they can’t cover it and I have to pay $370 plus tax and if not they won’t be able to fix the fan and it will be returned! I was at my work and got shocked and nervous that after all that I am getting this answer!!! I asked him to speak with a supervisor and he kept repeating the same thing he told me like if he has it written down! After a week, another technician called me and mentioned the same thing! He offered a discount this time! I told him I am not supposed to cover anything and it is not my fault! The laptop didn’t fall and I didn’t open it to have any motherboard damage! I even have my office room where no body enter it. And I am a very light user to have an Alienware laptop have a motherboard damage in its very early months of usage! I asked this technician to escalate it to a supervisor as I am a loyal Dell customer and it is not my fault! A supervisor called me and nothing changed! He escalated it to a sale manager and nothing happened l, it is like they are in the same room and they all have the same words! They don’t care about Dell, Dell loyal customers, and they blame the used for any system failure! Even the manager told me that your body might get sick or die without a reason, a Dell Alienware laptop could have this as well even without any specific reason! I swear that he told me that! And the only options he offered, either to pay or your laptop will be returned as is un-repaired. I told him that this would be my last product I get from Dell and I wouldn’t recommend Dell again, he didn’t care for all that! My call was with the Dell manager on August 9th 2022 at 4:35 pm EST I have all the names and records. I wouldn’t recommend Dell at all, customer service and satisfaction come 1st! P.S: all my laptops/desktops and products I bought from Dell were brand new, not used, and it is the 1st time in life and had to ask for a survive from Dell! Technicians, the supervisor and the manager were all aware about how I suffered and no one cared or offered anything to satisfy me! This is an experience with Dell USA