Dell should replace my 2015 computer

Question

This is not a technical support request. This is a customer CARE request. I have been working with Dell Technical Support for over four months, since September 2015, to correct multiple problems with my XPS Laptop. Please look up this Service Tag: for a long list of phone calls, technician visits, Dell Depot visits. I have spent more than 40 hours on the phone with tech support. Here's my tale, in brief:

In September, after several calls about a screen that completely stopped working -- just grey lines -- Dell sent a technician to my home to fix the screen. I couldn't use the computer for many days. The technician did fix the screen but within 2 weeks the headphone jack stopped working. Many calls with tech support, lasting 1 hour 45 mins on average (look this up) did not fix the problem. Dell sent a technician to my home to fix the headphone jack. The technician replaced the motherboard but that didn't fix the problem. He called Dell Tech Support from my home with the computer in front of him -- together they couldn't resolve the problem. In the meantime, while waiting on Tech Support to call me about next steps the computer stopped working entirely. It would not turn on. So Dell had me send the computer to the Dell Depot. I got the computer back a week later and the speakers wouldn't work. Many more calls with Dell Tech Support landed me with the choice to have a technician come to my home to work on the system, or I could send the system back to the Dell Depot. I opted to have a technician come to my home because 1) the Depot broke my computer when I sent it to them even though they assured me and Dell Tech Support assured me it would be thoroughly quality tested before returning it to me. I was told it would be like new, and 2) this is my work computer which I can't spare for a week -- especially not after having done so only for the Depot technicians to break it in a new way. So a third technician came out to my place and fixed the speaker problem this past Friday. I turned the computer on on Saturday and it is dead. It emits 4 low beeps, then another 4 low beeps, then 2 higher pitched beeps, and turns off. The screen remains black throughout. It will not start. Today I talked with Tech Support and was told I need to send the system back to the Dell Depot. Unacceptable. I use this computer approx 10 hours per weekday for work, and usually 4-5 hours on weekend days. This is not my weekend-watch-a-movie-on-Netflix computer people. I earn a living with this computer. I bought this computer new. It is under warranty. It is a lemon. This was a lemon when it came off of the assembly line. It needs to be replaced with a new XPS laptop. In other words, that has never been looked at much less touched by Dell Technical Support or the Dell Depot. What has to happen for Dell to take responsibility for this unit being utterly compromised and replacing it? And when do you count the hours I have spent on tech support calls, sending tech support emails, scheduling time to have a technician come and (maybe) fix the computer, not being able to use the computer when it's in a technician's hands, waiting for FedEx to deliver the Depot box and shipping label which I have to sign for in person, having to take the computer to FedEx to ship it to the Depot, having to wait on FedEx to deliver the possibly repaired computer to me, and reloading the computer with my programs and files after they wipe the hard-drive clean? Please look at the service tag for this unit. Please review all of the many ways that Dell has completely failed in supplying technical support. And please just replace this computer so I can go on with my life.

Johnnythegeek · Answer

I have learned one lesson, its that if the product does not perform exactly as expected right from the day I purchase it. Then return it immediately for a refund. Its the only way manufactures will begin to address these issues in a meaningful way. I returned 3 Inspiron 5558 notebooks all with significant usability issues. Sure, maybe some of this could be OS related, or maybe driver related. But issues like hardware defects should be addressed in a better way. But even as good as assembly is today, things come away from assembly defective. Dell offered me a option to fix one of my Inspiron's because the touchpad was bad and needed replacement. I opted against it, because its like telling me my new car needs a transmission a day after I bought it. You should read my rant also on my experience. I concur that Dell has some serious quality issues with good notebooks. But just one problem can totally ruin a good experience. I hope you get your problems resolved.

TimeWasted · Answer

Thanks Johnny. I did read your other posts and appreciate that you are a part of the forum. I agree with your take on hardware issues. Many of the many many hours I spent on tech support calls was about letting them take over the computer and update drivers and BIOS and all other types of stuff. These fixes temporarily fixed problems that ultimately were found to be hardware malfunctions. They have replaced my motherboard three times. With this slim-profile laptop everything is attached to the motherboard - headphone jack, speakers, ports, etc. - all integrated. Twice technicians did the motherboard replacement and each of those times resulted in the computer not powering on again, which is the current status. One time the Dell Depot replaced the motherboard, assured me that it was quality tested and like factory new, only for me to turn it on the speakers didn't work which led to the current situation where I again face a dead computer.

All trust has been destroyed at this point. I do not trust Dell Tech Support, or the Dell Depot option. I do not trust the computer. I borrowed a friend's computer to fly to NY and work on a presentation on the plane because I had to present in the morning and I couldn't have a hardware failure. This computer is completely untrustworthy. I remember the days when I just put my computer (Lenovo) in a bag and got going without a second thought. With this lemon, those days are long gone. You usually hit this level of problems years out, not months - or in my current experience, weeks.

Hoping that Dell Customer Care can be trusted to read my file, comprehend the seriousness of the problem, and the utter failure of their tech support system, and the utter failure of this particular laptop, and do the only thing that makes sense, respects customer time and money, and honors their brand: replace this severely compromised machine with an equivalent XPS 13 laptop with touch screen.

Thanks again for your response. Good luck!

beamermt79 · Answer

Here is something you can use as well, ask for a replacement.  Since you have had issues with your computer more then 3 times you are allowed to request a refurbished like for like exchange.

TimeWasted · Answer

Hi and thanks for the comment. Dell has sent 3 technicians out to my place, I sent the laptop to the Dell Depot once, and am waiting for a FedEx box from tech support to get to me to send to Dell Depot again. In these 5 tech interventions by Dell personnel and representatives, they have killed my computer 3 times. As in - replaced parts and the computer stopped turning on. I started asking for a replacement computer after about call 10 and technician 2. They will not even respond to the request. They say this isn't possible for them to do. However, I do see that others on this forum have received replacements. Truly, this is the only option for this computer at this point. It makes no sense to continue to replace the motherboard. This action has failed 3 times already, it will fail again. On another note, does Dell Customer Care actually respond to these forum posts? I can't find any other way to communicate with them.

beamermt79 · Answer

You can send a private message to DELL-Lorna M, DELL-Robert P, and see if they are able to respond and help you out. But, they are out this week on Dell Holiday. Just tell them your situation and ask for a replacement unit.

TimeWasted · Answer

I will definitely try private messaging - thanks so much for this tip!

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Dell should replace my 2015 computer

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