Why you should think twice before buying a DELL (at least in Europe)

Tomorrow it will be 1 month that I received the XPS 13 9300, defective on unboxing.

11 days since Dell lost the replacement laptop that was supposedly shipped but never arrived at UPS.

Still waiting for a feedback from DELL.. 

Ok, here a little follow up.

Out of the blue, UPS dropped by this afternoon to deliver the new laptop even though it was still shown as "in transit to UPS China".

However, I must be really doomed, the new device has a dead pixel. Not too visible at first but now that I saw it once, I see it every time.

See what the support will suggest, if possible I'm out, giving back both devices to get a refund.

Buy a HP instead.

Ok,

last message on this topic, I hope.

Finally, after a good night of sleep and having a day off today, I decided this morning to swap display assemblies between the 1st XPS with broken audio and Bluetooth but ok display and the one received yesterday which is working fine except the dead pixel. Did it following the quite detailed maintenance manual on the Dell website (nice move here DELL to make this sort of document available).

So, after one day of reinstalling the OS and all the rest from scratch I looks like I won't have any other bad surprises. 

Now, just waiting for Dell to pick up the 1st device or send return instructions.

Nevertheless, DELL :

• 2 new laptops and 1 spare main board and all 3 had issues (bad Quality Control here, hope it's temporary and due to Covid situation)
• some spare configs in a European warehouse for after sales cases would be a smart move

Thanks for reading me out up to here.

Quality control is an issue.

Order the 7390 2 in 1 mid-April. Took a bit over 3 weeks to arrive. Had numerous hardware faults (bulges in palm rest, glass popping, uneven trackpad and hinges). Took an entire month to get a replacement. Replacement also has palm rest bulges, a crunchy trackpad that rattles the spacebar, and an "a" that is twice as loud when clicked compared to all the others. Going through the process of now getting a second replacement. 

At this rate, hoping to have a functional laptop by the end of summer...

hi,

Ok, so I should change the topic to "Why you really shouldn't get a Dell right now"

After

• A first device that auto shut down every 2 minutes
• A swap of main board that had no bluetooth and bad audio
• A second device that took over 3 weeks to arrive with Dead pixels

the second device, which I decided to keep, latest one week before one of the USB-C ports stopped working. With the device off and lid closed and connected to Dell AC Charger, the front led started flashing 2x Amber 1x White in cycle after 2 hours of charging.

Result : the left USB-C connector is no longer working, no charging, no accessories.

As I didn't want to go through another 3+ weeks waiting for an exchange, I requested a refund from the customer account section of the website over 1 week ago.

No news and when I send reminders they either are ignored or I get the excellent advice to "request a refund from the website".

Dell what happened to your product and customer care quality???

Anyway, if you think that I'll give up, don't count on that, I have over 2k € to recover and I'll do whatever it takes (even if that means invovling our companies legal team).

To all out there, think twice before going DELL (at least here in Europe and least right now).

Small update for those interested.

Contacted DELL today as I had no feedback further to my request for product return through the website on the 5th of June.

DELL informed me that I cannot pretend on a product return.

So basically, I'm stuck with a brand new XPS 13 (high config +2k€) not working and no solution offered from DELL despite ProSupport.

People be aware and avoid DELL at least until they get quality products and decent customer support.

Hi,

I'm not pro or against production in China. For sure Corona is not neutral in terms of quality and China might not be the best place but you can't guarantee 0 fault manufacturing anywhere in the world.

What makes up a good company also, however is the support and the consideration you give to your customers and in this aspect DELL clearly  at least right now and in my case even though the solutions are actually quite simple :

• Get local stock, if not for sales, at least for Customer care; waiting over 3 weeks for a replacement device is not acceptable They already have the infrastructure, logistics and warehousing for spares, just add a couple of devices of each config. It's not like there's a million different configs out there or like the models versions are revised every 2 days.
• Answer to customer requests and don't make promises you can't keep just to make the customer happy until he finds out you  him

Actually those 2 things already would make life so much easier for some of us here.

It seems that companies should stop making products in China.

Things made in China are faulty to the core. I hope after the Corona aftermath companies pull out their manufacturing facilities from China and shift to other Asian countries.

The best choice is to make products with the best quality and customer satisfaction in mind.

Just to keep this thread updated.

Dell refuses a return and refund.

However they now generously offer an on site repair around end of July. No parts and no qualified technician before that date.

They also hope I'm satisfied with this generous offer.

It'll be almost 4 months by then that I paid +2k € for a brand new XPS 13 + ProSupport that I was able to use in good conditions for 1 week.

Small update:

After a lot of battle with the support and forth and back I finally had a support person on site middle of last week to exchange display and main board. Result: Laptop completely dead. Won't power on or show any signs of activity. No LED no charging, nothing.

Answer from Dell (again after multiple messages from my side) : we need to change a fan and SSD. Don't ask me why. I however managed to convince them that a broken fan or SSD wouldn't prevent the laptop from charging the battery or powering on so their diagnosis is wrong.

Now they actually picked up the laptop for a repair in their repair center.

Should last max 10 working days but I am quite sure that I won't see that laptop anytime soon. They'll certainly announce lack of parts for the repair when the time is up.

It's been a quarter of a year that my XPS was first delivered and I was able to use it one week. Sooo bad Dell.

Hi all,

Latest news, got the device back from the service center after repair but the power button (at least) doesn't work. The device switches on when opening the lid bit the power button is dead. They didn't even test this basis thing after repair.

So now I have another on site support to come..

For now that leaves me, after 3 and a half months of constant struggle, with:

• 1st XPS 13 (dead on arrival)
• Main board swap on site (no Bluetooth)
• Swap against 2nd XPS (dead pixel and left USB c ko)
• Main board & display swap on site (no power)
• Main board & battery swap in service center (dead power button)

Plus

• Main board & power button swap on site to come next week(?)

And unable to get a working configuration with all this. Now, lucky me, if they can't get it to work with the next repair then I'm in for another swap in 3 weeks time (the time necessary to arrange for the swap).

At this stage I'm not even angry any more but rather speechless.

Oh, and did I mention that Dell is sorry for the inconvenience caused and the not quite satisfying customer experience? LOL

Hello, I’m your Dell virtual assistant. I see you've opened a thread.

In order for me to review your system configuration, may I have the Service Tag / Express Service Code/ Order Number?

Refer the below link to find the Service Tag:

https://dell.to/3eNoirq

deleted - Service Tag sent by PM / DM

Thank you for your message, we will inform the technician in charge of your request to do the necessary ASAP

Ok, I was just informed that Dell hasn't yet approved the on site support despite my history and active prosupport.

What can I say?