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November 12th, 2025 18:01
DOA Laptop
This is a XPS 13 9315.
On 25 Sept this was collected for repair of a non working power button and USB C port (right). There was no communication from Dell who had it for 3 weeks. When returned to me it had not been repaired due to an 'issue' undisclosed at the time. The laptop was working when sent to Dell, except for the power button and USB c port, but when returned to me it was dead and could not be started.
Having contacted Dell support on 4 separate occasions I have had no response in resolving an issue created by Dell.
Dell need to repair this laptop to the state it was in when collected and repair the faulty items under warranty. Someone in support stated it was a spill reason why the laptop was not repaired, I refute this and provided photographic evidence to the contrary.
This needs to be acted on as a matter of priority as I have been without a laptop for 7 weeks which is affecting my ability to operate as the IT Director of an INGO. This poor service will be a factor in my decision making when considering a laptop refresh in 2026 (50+units).
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ejn63
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November 12th, 2025 20:20
DOA implies a brand-new system - -this is a 2022 model, so if it's a recent purchase, the question is, where has it been for almost three years?
Trayning
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November 14th, 2025 07:51
@ejn63 Thank you for your response. You are correct in your observations that this is a 2022 laptop.
The DOA refers to the fact that Dell support did a collect and return on the laptop. It was working (except for power button and USB as stated) when sent to Dell but returned to me dead and unusable.
Dell support are not engaging on the support portal (details in original post) I am following advice to raise an escalate my issue and complaint in this channel as leaving an in-warranty laptop in a dead state and failing to engage with the customer is poor service.
I am hoping that someone at Dell takes this issue seriously and escalates it to get the laptop back to a working state. I have been without this work laptop for over 7 weeks now which is a terrible level of service.