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March 18th, 2014 16:00
Problem with Dell XPS 15
I ordered a Dell XPS 15 for one of my clients in November. He started having significant wireless connection issues where the signal would be fine and then drop every few hours to the point where it no longer worked. I contacted technical support, they sent out a technician who replaced the wireless card/antenna. The problem still happened. I contacted technical support again, they told me it had to be software and looked at it for 2 hours remotely. No changes. I tried calling and got transferred 4 times and hung up on. I called again and asked about exchanging the computer, but they refuse to because they swear it's a software issue despite them not being able to find or correct any software issue. I tried calling again and asked to speak to a manager. This time they told me that the supervisor was busy and would call me back in 30 minutes. That was 3 hours ago. Between having to verify my information and be transferred 4 times every time I call (because they have to transfer you to XPS support, verify everything, and then transfer you to "premium support") , having no one provide any actual solution to the problem, and being treated like <profanity> on the phone, I can definitively say this is one of the worst customer service experiences I've ever had. It's wasting my time and money and making me look bad to my clients. No one at Dell seems to care the slightest bit. It's pretty frustrating.
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DELL-Chris M
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March 18th, 2014 17:00
darthsontin,
My advice is to contact our non-Alienware Laptop Liaison, DELL-Terry B, on the Laptop General Hardware Forum. Explain the issue. If this is a systemic issue with that model, he will know and can provide assistance.
DELL-Terry B
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March 19th, 2014 15:00
darthsontin,
I am sorry to read that you have had such an experience with support. I have received your private message and will reply to it shortly.
I have a few questions regarding the problem that you are having with the system. Have you tried different wireless networks and if so where they any differences in wireless performance? If possible what routers / APs where used?
TB
darthsontin
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March 20th, 2014 20:00
Here is the full rundown:
The computer is Dell XPS 15 Service tag . It was purchased in November for , whom I am working for. The wireless connectivity worked fine for a while, but around a month ago it started to exhibit a problem where the internet would randomly drop to slower than DSL speed and the computer would need to be restarted.
Prior to contacting technical support, I first tried reinstalling the current drivers and then installing the updated ones listed on the Dell website. Still no change. I made sure UPnP was enabled on the router and cycled through all the channels. Still nothing. I took an HP laptop on the same wireless network right next to it. The HP got 25 Mbps down and the Dell got 4 Mbps down (at the most).
I contacted technical support, and they sent out a technician. He confirmed that there was a physical fault in the antenna and replaced the screen assembly. After that, it worked fine for a few hours before exhibiting the same exact problems it had previously had. I had it in a different wireless network than before and again put it next to the HP laptop. The HP got 8 Mbps down and the XPS got 0.4Mbps. I called technical support and a technician remoted into the computer for 2 hours before giving up. He went through all of the network configuration options in the control panel, installed new drivers, and still nothing. I then tried calling back and they hung up on me. I called again and asked about the possibility of an exchange and was told that it can't be done because "it has to be a software issue." I asked to talk to a supervisor, and they told me that he was busy and would call me back. He never did.
One thing that makes me still firmly believe it is an antenna or antenna connection problem is that through all of it (before and after the repair), the wireless would be stable and fine if the computer was within ~5 feet of a router. It then exhibited normal speed internet with no apparent dropoff.
I've now spent several hours of my time and have an upset client. I really don't know what to do at this point so I'm fairly frustrated.
DELL-Terry B
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March 21st, 2014 12:00
Thank you for the detailed information. I am sending another private message so i can get more details and we can go from there.
TB
Pedrosbraga
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April 7th, 2014 22:00
cblair83
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April 23rd, 2014 19:00
Purchased an XPS 18 about 2 months and started experiencing similar issues about a week ago. Great wifi signal but chrome (and IE run) very slow, time out, and constantly needs refreshed. Researching for solutions before contacting tech support and wanted to share my experience too.