Service Tag: <Service tag removed>
How many technicians does it take to fix Dell XPS 13 (9300)?
Apparently 4 is not enough.
The laptop arrived on 13 May 2020. Within less than a few days of use, the laptop presented the following issues: screen distortion, screen hanging and the screen turns fuzzy.
From 21 May to 11 June, I engaged their technicians 3 times to fix the laptop: 21 May (1h 12 min; update driver), 1 June (56 min; update BIOS system) and 11 June (2h 20 min; update to Windows 10). During this period, I experienced additional problems such as headphone jack does not work, print screen key does not work, Windows Search function disabled, screen flickers and glitches.
After engaging the third technician (after 11 June), the screen still gets distorted, hangs and flickers. In addition, the laptop logs me out of Zoom calls.
Called Dell on 17 June to get a refund. They offered product replacement. So I proposed 2 conditions:
1) Whether they can guarantee that they can give me a functioning laptop (meaning with working hardware, updated software and the laptop is working). But the technician said they can't guarantee that. He said I can call them up when the new laptop arrives to help me update all the software. During the 3 times I called the technicians, they took 4h 28min to update 3 software. So how many hours of calls do I have to go through again??😞
2) To pass me the new laptop on the same day they take the old laptop. However, they told me they cannot fulfill this. They can't guarantee the number of days I have to wait. This means that I have to wait for a few days to weeks and even longer (Covid can potentially delay shipment). I can't wait this long because this is the only laptop that I have and I have to use it for online lessons and to complete assignments.
So I can't go ahead with product replacement.
Refund was rejected on 18 June because they claim that the laptop has software issues and not hardware issues. BUT SHOULDN'T DELL APPROVE MY REFUND SINCE THEY SHOULD HAVE GIVEN ME A FUNCTIONING LAPTOP IN THE FIRST PLACE AND I HAVE THEM 3 CHANCES TO FIX MY LAPTOP.
Another technician called me on 18 June to come down to my house to fix my laptop on 19 June. Confirmation email was sent on 18 June. On 19 June, I waited till 4pm+ but technician did not arrive. When I checked my email they sent a delay in repair email at about 9am+. But shouldn't they at least give me a call to let me know that they are unable to come down.
Called Dell up after I saw the email. They say that the technician is unable to come because some hardware parts have not arrived. HOLD UP! DIDN'T DELL REJECTED MY REFUND BECAUSE THEY CLAIM IT IS A SOFTWARE ISSUE & NOT A HARDWARE ISSUE🤔 Now they are ordering hardware parts hmmmm something smells fishy...🧐
On 29 June, a technician from Dell called me to ask whether he can come down on that day itself to repair the laptop. I asked him why they didn't contact me on 19 June to let me know their technician can't come down. He claim that they have been given the wrong number and couldn't contact me for the past week. SO DELL HAVE MY CORRECT NUMBER BEFORE 19 JUNE & 29 JUNE ONWARD. IN BETWEEN THEY HAVE MY WRONG NUMBER. ISN'T MY NUMBER IN THEIR SYSTEM ALREADY. WHAT A LOAD OF EXCUSES!
On 30 June, the 4th technician arrived and he ascertain that there is issue with my motherboard (hardware part) and needed to replace it. SO DELL HAS BEEN WRONG THIS WHOLE TIME. IT WAS INDEED A HARDWARE PROBLEM. SO SHOULDN'T THEY HAVE APPROVE MY REFUND NOW KNOWING THAT IT IS A HARDWARE PROBLEM NOW!
Even after changing the motherboard I still face the problem of the screen blacking out for 1s each time and it happens randomly. Called them up again for refund but they are still giving me a difficult time.
Extremely disappointed in Dell. At this point, I'm really exhausted. How can such an established company play customers dirty like that? They have been such a bully. DELL WHERE IS YOUR INTEGRITY?
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I hope it'll work out okay for you. I am in a similar situation and know the efforts it takes and the frustration. DELL customer service is sub zero.
Since end of May I'm fighting with Dell. Despite pro support they refused refund and refused replacement. Only option is repair but spare parts won't arrive before end of July (2 months).
In the meantime they don't care the slightest besides saying that they are sorry and understand my frustration.
No effort, no solution, no compensation, nothing. They just leave you there with 2k€ worth of electronic garbage.
As this is a productivity device I had to purchase another laptop (from another brand)
Omg this is terrible!
Hope your issues will be resolved soon.
After the 4th technician came to replace the motherboard. I still face screen distortion issue and audio issue. Wrote in to Dell but they did not reply at all.
Their customer service is really horrible.
The only way I have found to get them to react is leaving public replies or messages on Twitter, including Michel Dell Twitter account. Keep posting follow up in public until you start getting a real exchange through DM / PM. If they go back to trivial answers, go back to public. It's very frustrating but the only way to get them to reply at least.
Doesn't mean that things move fast, see my 2 months delay for spares and nothing to help me out in the meantime.