All,

I am writing this to create some traction on my issue with my Dell Inspiron 15 (Gaming Laptop).  I believe Dell is handling my case poorly and was hoping Dell management reads this post to help my situation in a far better manner.

My Dell Inspiron 15 was purchased from Best Buy brand new sealed in the box.  Needless to say, it was purchased with my "hard earned money" which everyone here can relate to.  It should be noted, this sits on my kitchen dining table and I put in an effort to keep this as well as other electronics in tip top shape.  Never know when you are going to upgrade and selling your old electronics in great shape and as the original owner sells better from my experience. 

My issue started June of 2018.  I noticed crackling & popping noise coming from the speakers whenever I played any audio (Windows media, Amazon Music, YouTube, Games and even notifications).  It probably existed prior to this but was really prevalent in June of 2018.  It occurs at every volume level and it is unbearable. 

I contacted Dell customer support and they walked me through trouble shoot over the phone and it was unsuccessful.

On June of 2018, Dell emailed me a shipping label so the technicians can make a repair at their facility which I had no issue of course since stuff like this happens from time to time.  I had to purchase a laptop box in order for me to ship my laptop to Dell which is another 15 dollars out of my pocket.  Dell would not pay for this...  

On July of 2018, I received my laptop and according to the Dell's Repair Details Sheet included in the box, the Speaker was replaced.  

I was happy to have my laptop back and didn't think twice the same issue existed anymore.  I immediately powered up my laptop and played a music file and was shocked to hear the same crackling & popping sound from the speakers.

I contacted Dell again and the representative convinced me to send it back in to their facility for another attempt at a repair.  At this point, I was upset as many here can relate.  Who wants to spend their days off making runs to your local shipping center?  More inconvenient is to not have my laptop for prolong periods of time.

On August of 2018, I ship my laptop to Dell for the second time for repair.

Several days later, I received my laptop and according to the Dell's Repair Details Sheet included in the box, the Speaker was replaced for the second time and IO/Daughter Board Replaced.

I power on my laptop and again play an audio file to see if the problem was resolved.  You guessed it, the speakers were still crackling & popping but this time even louder.

At this point, I am totally speechless and the frustration level is through the roof.

I contact Dell Customer Service and ask to elevate this issue.  They transfer me to Dell's Advanced Resolution Group.

A representative from Advance Resolution Group gives me two options, 1) either take a refurbished laptop or 2) send it in again for another repair!!!!  First off, refurbished laptop is not an option for me.  I've had a refurbished "smartphone" as a replacement device in the past and I learned it is a mix bag of what you can get in return.  It can be in less than favorable condition. 

It is the difference between buying something used.  I would prefer to buy from an original owner vs. an owner who purchased a refurbished item.  My laptop is in mint condition and why should I be the one left with the burden to have to get a refurbished laptop?

But more importantly, this laptop was sent to Dell two times and Dell was unsuccessful repairing the issue at hand.  They replaced the speaker the first time.  Why replace it again the second time?  Wasn't it replaced with a working replacement the first time it was replaced?  I don't understand this.

Dell's Advanced Resolution Group representative is telling me to send the laptop back to their facility again (for the THIRD attempt) for another repair of the same issue.  Is this not the definition of insanity?

I ask this community here how would you feel if you were in my shoes?  You send your laptop in for repair two times, which each time you are left with no laptop to use and enjoy, and the problem each time doesn't get fixed.   The resolution you are given is to replace your laptop you originally purchased brand new with a refurbished model someone else obviously returned, or send it again for the third try at a repair???

I believe Dell can do better and treating a customer this way in my opinion is not fair and my faith in the company is dissipating by the minute.

Thank You for taking the time to read this long post.  I hope the community here can respond to my post with their thoughts on this situation.  Also, this was a good way for me to vent a little.

Current status is I still have my laptop in my possession and I want to elevate this higher to get a better result before sending having to sending it again expecting a different result (INSANITY!!!).

V/R,

Sang