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January 20th, 2025 15:37
Dell not providing support service
I have a service request open since Jan 7. At the time I had premium support. I was told at the time I would be contacted within 2 days. I have not heard anything. I have sent request for an update on the problem with no response. The service request is marked working. The issue is my processor fan is failing. What do I need to do to escalate this problem? My premium support has expired now since I wasn't willing to renew it since I had no response from Dell.
Paolo
ejn63
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January 20th, 2025 17:48
https://www.parts-people.com/index.php?action=item&id=33458
If you're in the US, that's one source. Otherwise use the part number to search locally.
It's also easy to replace. Service manual:
https://www.dell.com/support/product-details/en-us/product/xps-15-9500-laptop/docs
ejn63
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January 20th, 2025 16:14
If the support/warranty has expired, you won't hear further. Why did you not call if the support was ending soon?
pgaltieri
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January 20th, 2025 16:23
I did call. I talked to a Dell support tech who confirmed my problem and then shunted me off to JustAnswer.com who told me they couldn't actually fix the problem. No one with whom I have talked at Dell has told me what I need to do to fix the problem. I have continued to send agent a message from the service request without a response. This can't be a complicated problem to fix. I even tried going to BestBuy, but they told me it would take 3 to 5 weeks.
Paolo
ejn63
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January 20th, 2025 16:30
For what model XPS do you need a fan?
pgaltieri
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January 20th, 2025 17:09
@ejn63
XPS 15 9500. This doesn't seem to be a part I can get from Dell and replace myself.
Paolo
pgaltieri
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January 20th, 2025 19:05
@ejn63
Thank you so much for the information. I purchased it online and now I just wait for it to get here.
Paolo