This afternoon I received my XPS 9575 back from depot with the same issue I sent it in for.   I had identified that I had reinstalled the OS multiple times to try and resolve an erratic TouchPad issue.  They reinstalled the OS again and sent it back and the problem showed up within 10 min of booting. 

At this point I'm mildly annoyed that I have to send the system back, but I was planning on buying another year of warranty and probably upgrade to premium when I get paid on the 15th. 

Then I dealt with tech support to try and get the system back to depot.   Now I'm not only not planning on extending the warranty, but I'm also probably never going to buy another product from Dell and I'm going to quit recommending Dell products to anyone.

I called Dell three times to try and get this resolved:

Call 1: called depot to try and get a return label.   They fwded me to tech support.  The automated system sent me to out of warranty support after entering my service code.  After waiting on hold the out of warranty tech needs all of the info about my problem before he'll send me back to regular tech support.   He fwds me back to tech support and the line disconnects shortly after being connected to a tech.

Call 2: call tech support, get sent to out of warranty support, tried explaining that I had been disconnected and I just need to be fwded back to regular tech support.   They won't fwd me until I explain my problem again. I explain my issue again and they send me back to tech support. I try explaining to the tech that it's the exact same issue that I sent it to depot for, and that I already have it pack back up in the box and I only need a shipping label.   They make me take the system back out, boot it into diagnostics (which I told them I had already done) and re-troubleshoot the issue.   After  going through the whole script, they tell me that they'll send me a box to return the system in and it will be here in a few days.   I tell them that I already have a box and I just need a shipping label emailed to me.   They say that they have to send another box and cannot email a label.   I'm getting pretty angry at this point so I tell them to send me the box and end the call before I start screaming at him.  

Call 3:  not satisfied with waiting for the box I call back after I cooled down.  Instead of saying tech support at the prompt I just say operator to avoid getting sent to out of warranty support again.   When I got connected to a tech i ask to be escalated to a supervisor and that I'm calling about a previous call.   After some arguing the tech says he'll forward my call and puts me on hold.   After 5 min of being on hold, what sounds like the same man answers amd identifies himself as a supervisor.  I explain my situation and state that it seems pretty dumb for Dell to waste money sending me a new box and making me wait instead of just emailing me a label.  He says he needs to talk to someone to see if they can send me a label.   After about 15 min on hold he comes back and says they'll email me a label and that I'll receive it in about 48 hours.   48 hours to email a shipping label?! I tell him that's absolutely rediculous and it should take less than an hour based on system returns I do with Panasonic at work on a regular basis.  He simply states that's how it works.   I then asked to be connected to a complaint line to which he responds that he can take the complaint.  I tell him that I'm not going to file a complaint with the person I'm complaining about and end the call.

I generally don't get angry easily, but I was really mad by the time I got off the phone with tech support each time.  Based on this experience, I don't think I'll be purchasing any more XPS systems in the future, which is a shame because the engineering and quality really is top notch.   If this is how you treat your customers during a routine tech issue, I don't want to be one anymore.  

-Zack