Worst Experience with Dell

Question

I bought DELL XPS 9510 in Aug 2021 which started giving touchpad issues in Jan 2022. I got the touchpad issues fixed through online support 3 times. Finally, the onsite support team told me that the touchpad has to be replaced. I got the onsite support and Dell sent the wrong color for my model. Without my concern, Dell Technician replaced the part and asked me to raise another service request to replace it with the right color. Again requested the Dell premium support team to get this fixed, they told me this time everything will be taken care of and will send the right color to fix it. The onsite technician came up with the part to replace and he told me the part does not even belong to XPS 9510 model. The onsite technician raised another dispatch with the Dell Tech team. Dell tech team asked the onsite technician to let me know that if next time also they send something wrong then I have to send the laptop to Dell depot which will take 5 to 7 business days to fix it. Why do I have to suffer because of Dell's mistake? I tried to raise this concern to the premium support team supervisor but they are not showing any responsibility. Even if I ask who I can escalate about this matter, they are not even ready to share the information. Very bad experience with Dell. Because of this wasted so much time, emotionally and mentally disturbed. But they do not even have any care for their customer.

Pondev · Answer

Finally got the right part and onsite technician replaced it. Working fine now. Thanks.

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

Customer Care

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