DELL Customer Support is Horrible

I will never buy another Dell after my recent customer support experience. I purchased a Dell XPS 15 a little over a year ago, and it has been nothing but a liability. In that short time, I have had to send it in three separate times for three separate failures—yet Dell insists it is “not a lemon.”.

The first two repairs were for distinct thermal issues, both handled under warranty. Now, just 130 days after the laptop was last serviced and shortly after the warranty expired, the motherboard and memory failed completely. When I contacted Dell, I was given exactly two options: pay $500 for repairs or do nothing. This happened during my finals week, leaving me without a functioning computer when I needed it most.

After filing a complaint with the BBB, I was contacted by Dell representative Kaushik D, whose handling of the situation was unacceptable. He required me to provide a four-hour window during which he might call. I waited over three hours, and when I missed the call by five minutes because I stepped away to use the bathroom, it took him another two hours to call back. The purpose of this call? Simply to tell me that the laptop was not covered under warranty and that Dell would not help me—information that could have been communicated in a single email.

I also raised a serious and reasonable concern: whether the previous, documented thermal failures could have caused the motherboard and memory damage. Despite Dell’s known thermal problems and the laptop’s repair history, Kaushik dismissed this by stating that “electronic parts can break for multiple reasons.”

To get clarity, I contacted Dell technical support directly. They offered to provide the diagnostic report, photos, and an explanation addressing whether the thermal issues caused the damage, stating this would be sent within 24–48 hours. That timeline has long passed, and I have received nothing.

When I followed up with Kaushik about the report, he contradicted Dell’s own technical support by claiming that no such report exists and that Dell cannot provide that information at all. This directly conflicts with what I was previously told.

At this point, it appears Dell is actively preventing me from accessing their internal diagnostic findings, while providing conflicting and inconsistent information across multiple departments. Between repeated hardware failures, poor-quality components, and deeply unprofessional customer support, Dell has demonstrated that they do not stand behind their products or their customers.