*DELL XPS 2710 ONE HORROR STORY :(

Question

Hey All,

This may fall on deaf ears but I just wanted to vent and hope to get some sort of decent assistance...here's what happened:

On September 21, 2012, I called Dell to order an XPS ONE 2710, spoke to a very nice lady named Karyn who was great in getting my order and getting me an awesome deal! All is good, I received my computer on September 24th, 2012. This was where all the horror began...

Upon starting up the computer, I noticed a black line in the middle of the screen, about as thick as a hair. Tried to clean the screen to no avail, I then ran the built in diagnostics tool and also made sure all drivers were up to date, of course, to no avail. I proceeded to call Dell Tech Support, we were able to determine that it was dead pixels, so they were able to assist me in "getting my LCD replaced" on a not even 1 day old computer, I complied to a replacement monitor via a field technician coming out to replace.(No reason why this would be done especially from such a "high quality", highly priced machine).

After playing with the computer some more for the next few hours, I turned on some music, I noticed that the music coming out of the speakers sounded really distorted. Called Dell Tech Support AGAIN, the tech and I ran a test on the speakers and found that the right speaker was BUSTED. At this point, I said this was unacceptable, there is absolutely NO REASON why a $2000+ dollar computer would come disfunctional like this out of the box! Dell Tech Support then proceeded to issue me a replacement XPS ONE, it took over 10 days for my replacement computer to arrive.

Fast forward to the arrival of my replacement machine...

I open the machine, set it up, went through windows set up, as soon as a white background would come up, to my surprise, I saw ANOTHER line in the monitor a little bigger than the one before...:emotion-40:, before calling Dell Tech Support (INDIA) AGAIN...I turned off the computer, shined a light to where the "line" was and found there there was some sort of dust/hair particle STUCK BETWEEN MY LCD and the glass protector of the machine. So guess what???...I called DELL TECH SUPPORT...

Dell Tech Support apologized over and over and informed me that they will send out a technician to replace the LCD on my XPS ONE, I complied, not happily, but I complied. I was told on the phone that the Field Tech would give me a call between 1-2 business days from that time, 5 days later, no call. Guess what I did? I CALLED DELL TECH SUPPORT, who then escalated and then I got a call from the field tech the next day who made an appointment with me for Saturday October 13. 2012. Saturday afternoon comes around (originally he said he would come between 11-1PM), he calls at 11:30AM and informs me that he had a family emergency, no problem, we will reschedule for Monday at 4PM, I once again obliged.

Today (October 15, 2012), I took off work early to meet the tech at my residence. He has the LCD package with him, we get to the computer, open up the package, we find a smudge on the "new" LCD...the technician proceed to try and clean off the smudge to no avail, the "smudge" was actually 3 deep scratches in the LCD...The tech and I agreed that we shouldn't install the "new" LCD because it was worse than the one I currently had, at least there are no smudges/scratches on my current machine.

Technician leaves my residence, I proceed to call, guess who? You got it...Dell Tech Support. Once again I get the same apologies over and over. Their solution: We will send you a replacement...

That is currently where I'm at in this horror saga. I strongly believe in the phrase "you get what you pay for" to the fullest extent. Next to the Alienware machines, this Dell XPS One is one of the more expensive machines you can purchase from Dell, with such a hefty price tag, I, like many others, would think you are getting the best of the best. But instead of the best, I got a machine that obviously has very very poor QUALITY CONTROL, the things wrong with the machines I've gotten could have been avoided with attention to detail by the people putting together these machines.

I called Dell "Customer Care" early, told the story to the lady on the phone and pretty much got "what do you want us to do about it? I can transfer you to Tech Support" but in the tune of a 30 minute phone conversation.

I am now in the midst of getting a THIRD replacement Dell XPS ONE, with NO COMPENSATION for the following:

- Spending HOURS talking to DELL TECHNICAL SUPPORT

- Time spent PACKING UP broken machines

- Time backing up data and restoring to "new" machines

- Time taking off work to meet technicians

- MY SANITY dealing with people overseas who only have such words as: I'm sorry, apologize, replacement, and technician in their vocabularies.

In my 10 years of working with and buying from Dell from a Corporate stand point and personal usage, I HAVE NOT heard or seen anything like this until now. This by far is the WORST experience I've ever had with Dell and hope that it's the last.

Sorry this post was so long, I thank those who've read and understand how I feel.

DELL-Roshan L · Answer

Hi NINJA_D,

Welcome to the Community,

Thank you for taking your time out to bring this to our notice.

Please private message me your system service tag number.To private message click on my user name and click start conversation.

I will check your system details and get back to you.

Thank You

ninja_d · Answer

Lorna,

First and foremost, I appreciate your reply and am very glad I was able to speak/write to someone who would understand. Here is an update for you of the events that occurred today before I read and reply to your post:

I picked up my third machine from Dell, this time, surprisingly it only took 2 business days to arrive compared to the 10 business days it took for me to get my last replacement. Anyway, I open up the box without much expectation. I turned the computer on and BEHOLD...

BLUE SCREEN OF DEATH

I then proceed to reboot the machine, it hangs again with a blinking cursor with the hard drive making severe grinding noises. I rebooted it again (3rd time), it booted to the "Preparing Windows for First Use" screen, stays there for about 5 minutes...BSOD occurs AGAIN but this time flashes to a BOOTMGR is missing error. Which tells me that the "new/replacement" PC sent to me indeed has a defective hard drive. Disappointment sets in AGAIN. I then inspected the computer using a flashlight while its off and found NUMEROUS hairs and other dirt particles stuck between the protective glass and LCD, which was an issue my second computer had but a lot worse. But of course, I have the pictures to prove the discrepancies.

Regarding your post:

In regards to "...uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement
products.” That does not mean the LCD screen sent to be used as a replacement part be scratched to the point where the on-site technician and myself refuse to put it on my computer because of the horrendous condition (deep scratches), that is definitely unacceptable by ANY means, that's the equivalent of you going to get your broken windshield of your vehicle replaced and they bring out a cracked windshield to put on your car...

As for the point of compensation, I'm not asking Dell to cut me a check to compensate for my time loss dealing with this atrocity. IF that was the case, you guys would be cutting me a very lump sum. I'm looking at it from a common business practice perspective, by that I mean Dell can say and do: "We truly apologize for the inconvenience, we do value you as a LOYAL Dell customer, we would like to extend to you a 20% off your next purchase coupon for being a loyal customer and as a token of our appreciation for your business". That, Ms. Lorna, is how true customer service and business is conducted. Not only is the customer satisfied, but he'll definitely come back and buy stuff from Dell, 20% off of a $2000 computer that costs you guys a fraction to make is NOTHING to a multi-billion dollar corporation such as Dell, but in return, you get the customer loyalty AND a customer who would tell friends and family "Hey, Dell really messed up on this order, but this is what they've done for me, they are honest, good people to do business with." It's basic business and customer service. Just my point of after being in electronic sales for 10 years as well as an IT Customer Service Manager for a Fortune 500 Company's Help Desk.

As far as inconvenience is concerned, I believe it has gone way beyond that for the aforementioned reasons in my initial post. I'm honestly done with the Dell XPS 2710 and have posted a review of the machine but unfortunately will probably not post because it needs to "be reviewed by an administrator".

Thanks again for your reply.

lewklein · Answer

I am currently dealing with my own dell service  . Hours and hours with tech support who apologise after every sentence but now one week without my new xps2710 and I am beginning to wonder if I'm speaking to a very sophisticated recording. Told my situation was a level 3 and getting the best attention. What is a level 3? And where is the tech with my replacement? There is little comfort in not being alone.

Ingalill · Answer

I can truly empathize with what you are going through, being in much the same predicament. One thing I have come to learn, the sincerity of the technician one is dealing with is not enough; much like roulette or the luck of the draw, it is linking up with a technician who also knows how to get past the stonewalling of their superiors - and often this is still not enough.

I truly hope you find a satisfactory resolution to your situation as time lost and frustration accumulated appears to be of little concern to those further up the ladder who do not need to interface with the public.

Good luck!

ninja_d · Answer

Lewklein,

Definitely know how you're feeling, sorry you're going through the same thing, just know, you are definitely not alone. As a matter of fact, when I went to ship back one of the defective machines, I saw an XPS 2710 box being sent back to Dell...coincidence?

ninja_d · Answer

Ingalil, Glad to know there are folks out there going through the same thing.  At this point in time, I no longer have the patience to deal with Dell and their calls from 'Escalation' teams. They called me some time last week to tell me that their resolution to this issue was to 'ALLOW me to return the computer since it's outside of the 21 day guarantee'.  That was probably the final straw for me.  I've learned that some time you have to cut your losses and move forward, I'm just going to have a tech try to come out and replace the LCD again. I definitely do not have the hours and patience to battle with Dell any longer.  This is truly a disappointment. Best of luck as well in your battle, hope someone comes out triumphant. Sincerely, A tired/beat up consumer.

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*DELL XPS 2710 ONE HORROR STORY :(

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