1 Copper

XPS 13 9365, Dell "support" has bricked it, what to do?

I have an xps 9365. About a month ago now, I asked Dell tech support why it was running hot when docked to WD15.

By hot I mean about 30+ degrees hotter than either unplugged or just using my power brick. I fully expect a laptop to run warmer when plugged in, but even with fully charged battery, when docked the laptop was in the mid-60s and often spiking over 90deg C.

At this time, the online tech said I could also (for a fee) have my internal battery replaced while at the depot and someone would call me.

So I sent the laptop in.

Nobody called me, it was returned about a week later and the OS was wiped. They didn't bother to update *any* drivers, or even the OS. So a few days later I finally had my system back up and running. Only to find the temperature problem was not fixed.

More discussion with tech support. This person also told me "the faulty part which caused overheating ruined the battery." Now, it's kind of a short logical leap to ask, if *your* part ruined *my* battery wouldn't you also replace it? Not to mention I was willing to pay to have it replace. This tech-support person tells me "Oh, they can't even do that battery replacement at the depot - even for a fee."

Whatever.. Send them the laptop back again he says - so I did.

Another week goes by, the laptop comes back and it won't even boot up.

Blue screen after blue screen.

Safe mode (with and without networking) can't boot up.

THREAD exceptions, IRQ exceptions and so on...

Call customer support. Spend over an hour relaying my situation - why do each of them act like there is no history they can just review?

On this call I'm told someone will me the next day (11/21) and schedule an on-site repair visit for 11/22. I ask "can I get the battery too?" Somehow that's ignored (if find out later)

TWO DAYS go by, nobody calls me.

I call support again - before I can even finish recounting my story the tech hangs up/disconnects. (No, I am not profane)

So call back.. ask for a manager. No, I have to INSIST on a manager. Have to relay the whole story again...

After some more hollow platitudes I'm assured dell does actually "really care" and they're "really sorry". This person is going to "watch my case the whole way," she is going to "e-mail me directly from her account to ensure it's tracked"

Guess what - get off the phone, and ZERO new e-mails from dell. 

Yes, I fully recognize the impotent gesticulation that this thread represents. It will not do anything for me, my  worthless $2000 xps or my work productivity. It's merely cathartic, or hopefully a cautionary tale for people lured by the attractiveness of the new xps 2-n-1. 

Dell - is this your idea of support? 

How does a support depot ship a machine back after service that won't even boot up?

Dell's support is either utterly incompetent or completely indifferent to their customers.

20 Replies
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4 Ruthenium

Re: Dell "support" has bricked my laptop - what to do?

How did you measure the temperature?

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

initially my highly calibrated fingers - which can barely pick up the laptop after being docked for some time...

Then for more accurate measures I use coretemp: https://www.alcpu.com/CoreTemp/

 

*small update - after posting here I now get only direct-messages in this forum from tech non-support person.

 

they still won't just send a battery out for this repair and so plan for me to take *TWO* days to deal with their on-site support.

The on-site support system is so bad i can't even update the location. It's like dell thinks people's only job is to compensate for their useless support center by hanging around, calling and waiting and re-installing OS and driver updates in between blue screens.

Still have not received a single 'personal' email from the "manager" in the support center.

Still no phone call about my supposed on-site repairs (was supposed to be 11/20, then 11/21, 11/22...) 

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

Also, I can't update the time/location of my "scheduled service" because it seems to have been canceled!

 

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slow. clap.

 

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

awesome, another day - another dell failure.

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how is this any kind of customer support? delayed over 5 calendar days at this point. For a service the depot has failed at twice, making things worse each time.

Still no follow up from dell?!

 

they still assert "its too much trouble to do the battery at the same time"

 

So they keep kicking this "repair" further down the road and meanwhile the second repair for the battery gets further away also.

Has anyone got a number for dell that would actually do any good? These clowns clearly do not give a damn about when, or even if, my machine is fixed.

 

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

a new height for incompetence. I get this message *AFTER* dell has cancelled my service for the day.

 

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based on the service system I am unable to reschedule it.

dell on twitter says "just use the forum"

dell on the forum is completely useless, clearly.

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

another day, another dell-disappointment 

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third cancel/reschedule going into the holidays..

 

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

i have given up on dell "support"

they are completely worthless.

but i will update here if they ever actually attempt to fix the computer they broke *two weeks ago*

latest is appointment was cancelled/rescheduled for 11/29.

That is a full week later than when my 'case was escalated' and the 'manager' was going to personally follow up and track my case.

bunch of trolls.

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

So a guy finally shows up. On the phone I'm a nuisance for only being available until 1pm on 4th day of my service being rescheduled. 

 

He swapped some components and left before the laptop even completely booted up. 

 

So I tried letting it run for a while. Dell driver and windows updates.

 

It took all of about 3 hours of use and I'm right back to BSOD. 

 

This time for "internal power error" 

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1 Copper

Re: Dell "support" has bricked my laptop - what to do?

So once again, I'm 3 months into this problem and dell "support" have left me with a bricked laptop.

 

I am literally worse for ever having tried to use their warranty support.