Is there any American support at Dell?

Question

I have a simple problem and have spent over 5 precious hours on a Friday with India and nothing is resolved. I bought a new XPS15 Laptop, and a MKS14 Docking station with a new UltraSharp monitor. Not a complicated thing. The problem, it don't work. I think the docking station must be incompatible with the XPS15. Why Dell let me order it and sent it as a integrated package I do not know.

After 5 hours, India could not fix it, replace it, or resolve it. I am stick me with a fork done!

I have bought only Dells for myself and company for over 10 years and after today that may have to change. I dont know about everyone else but it seems we are missing Michael Dell pretty bad about now!

beamermt79 · Answer

Yes and no.  First off how have you connected the dock?  you connect the squarish USB 3 connector to the USB 3 connector on the laptop, connect the monitor to the dock, plug the dock into the wall outlet and it should be set up.  When you turn on the laptop, it should detect and download the drivers automatically or you can go here for the latest drivers for your OS. You can also go here for the manual on how to set it up if you didn't get one.

mrw-tc · Answer

Thanks BEAMERMT79 for the reply. I have done all the above. I made sure all drivers were the latest. Allowed the Dell update engines to search my XPS. Changed ports, double checked cables... No matter what you do it almost works right. The MKS14 monitor will flicker, blank out for a few seconds, freeze... Especially if you hit it a little harder with a larger task. I have ran the monitor in dual sitting beside the laptop monitor and the laptop minotor never misses a beat, and the MKS is always trying to catch up. Music will play over the MKS14 speaker outlet but its like it is spitting the music out. The data is getting through to the MKS and will eventually come out, but is is interrupted and slow. Support has offered to replace it with a Targus, but that does not have a monitor stand. I have been offered a 150 rebate for a $250 + docking station that don't work from support. In the end I was told the MKS14 is incompatible with XPS laptops.... I can understand products having issues, but the support has been atrocious, and I am still without a resolution except to return it all. I have already spent a lot of time setting up software and data on the XPS and a return will be a huge wast of my time.

The Dell XPS15 order page has now taken the MKS 14 off the docking accessory link and has replaced it with a Thunderbolt docking station which is not available yet.... So they offer what you cant buy and sell you what wont work...

DELLLetDown · Answer

Hi Lorna,

I am petrified at the prospect of having to deal with Dell support in India and therefore although I have had an issue with my order from the time it was delivered, have not yet reached out to them. Is there any US based support I can talk to ? It would be really helpful.

Hoping you can help.

Thank you

Please contact me at

ejn63 · Answer

US support IS available -- on Precision, Latitude and OptPlex models -- if you bought the 'gold level' support with the system. If you have an Inspiron, Vostro or XPS system - no, it's not available.

Dell-SreejithR · Answer

Thank you for your message.

I will be glad to assist you with the order. However, I am not from US based support but if given a chance I can look into the issue & assist you further.

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag / order # , registered name & email address.

What is a Dell Service Tag and how do I locate it?

Customer Care

Is there any American support at Dell?

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