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Registered: ‎07-11-2022

Failure on laptop after diagnostics run/ poor perfromance

I bought my Alienware x15 r1 for about 2300 dollars. I had an accident and am out of work for time being. I bought this laptop to enroll in school with and ever since day 1 it has had performance issues. I should have taken it back but it was my first Alienware and I spent the money so I should be good right? nope. here I am months later and I can not use the laptop and I can not return or exchange it. I am disabled I need this laptop it is my lifeline, I have all proof also emails of receipts, and BestBuy inline instore pickup. because return policy they are scapegoating me to dell but I don't want to deal with the repair I want my money back or a desktop I don't want a laptop. but unfortunately, I feel as if I get screwed here. What can I do? its just under a year old

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Registered: ‎11-08-2021

Re: Failure on laptop after diagnostics run/ poor perfromance

Hello, jtay1985, 


Thanks for reaching out to us on Best Buy Forums. I certainly understand the feeling when your laptop isn't working properly. I would be happy to look further into this for you. In order to begin, please send a private message via the blue button to the right of my name. Please include your full name, phone number, and email address along with the order number or customer service PIN from the bottom of your receipt. 




Phoenix|Social Media Specialist | Best Buy® Corporate
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Registered: ‎11-10-2008

Re: Failure on laptop after diagnostics run/ poor perfromance

Best Buy just sells the products on their website and in store. They do not test the products out otherwise you would be buying a used laptop versus new since the box would be open from testing.


That being said, I'm sorry to hear of your situation but if your return and exchange policy ran out, you do have a limited Dell warranty on that laptop and they can work with you to get it repaired. Some computer repair shops are authorized Dell repair centers you would have to get an authorization code or number from Dell to initiate warranty service. 


The nature of electronics cannot be predicted and situations like this are bound to happen. Most people have no issues with the products they bought but a select few will run into problems and will graciously assist you through their warranty program in order to fix the problem. 


This is no fault of Best Buy in any shape or form. 

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.