Quality Concerns - Dell XPS

Question

I purchased an XPS after reading online ratings. It's only been one month, the new XPS has already had multiple times of blue screens and is forced to restart while being run. I have spent tons of time running diagnoses and the scans eventually pointed to a hardware issue and suggested calling Dell. Dell Tech Support could not resolve over the phone and has sent an onsite technician who could not resolve the issue either. It was actually hinted that the 'new' laptop did seem to have old parts which could be the root cause. I'm disappointed at the experience and now that it's been a few days past the return policy I'm stuck with a defect product. My option as Dell advised is to send the laptop to a depot - another few days of lost productivity and the hassle of delivery.  Having seen a flood of issues and problems other Dell customers shared on this forum, I can't help feeling disappointed at ~$2,000 laptop and the issues that I have had and time lost.  Does anyone else have a similar experience? Is there anyone within Dell who can help to resolve it?

DELL-Cares · Answer

Thank you for your message here. We're sorry to hear your experience. In order to investigate this further please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-DCFAdmin) & send a private message with the service tag, registered name & email address.

What is a Dell Service Tag and how do I locate it?

NanoMark · Answer

I feel your pain. We are Dell partners and I have seen more issues in the last  6 months than I have seen in the past 6 years. At least we get NBD onsite service and don't have to ship to a depot but even replacement parts have been arriving DOA. Dell has a SERIOUS quality issue right now and we are looking at alternatives.

vqvqvqvq · Answer

Thank you for your reply NanoMark. I’ve requested for a refund a couple of weeks ago, but am still waiting for Dell’s actions.

DELL-Cares · Answer

Thanks for reaching out to us again. Please share the system details and the requested details through private message so that we can check and assist you further.   - Ravi

Adguru · Answer

I have bought two Dell products, an all in one desktop and a gaming laptop, both have had failures after about 14 months after purchase. All in one desktop needed a new board, hard drive and power unit. The laptop battery failed although it was never stressed, plugged into the power cord for 97% of the time. Not impressed Dell. I would expect at least 3 to 4 years out of each product, especially as they are looked after and not pushed to their operating limits.

DELL-Jesse L · Answer

Adguru, Click my name and private message me the pc service tag number as well as your registered name, email address, and phone number.

katherinagoh · Answer

I totally agree with you!

I purchased my second XPS on 10 Dec 2018

Why I purchase Dell XPS again?

Cos I used the previous XPS machine from Jun 2012 till Nov 2018 and I felt it was time to change system

Guess what:

Only 6months down the road (May or Jun 2019) - Battery issues

According to the rating, Batt life is stated to last at least 9hrs. My batt dropped to 3/4hours?!?

I called the Technical support and finally came by to change the batt

And I thought it was over! Not yet!

From 09 Jul 2020 till NOW (as I am writing this - 26 Aug 2020): My XPS is falling apart

It all started with:

1) Loud fan issues - So I flag it with the Technical support

2) Unable to detect the wireless connection

[Especially we all are made to work from home.... Of this happened?!?]

Finally, an engineer came to change the parts and I thought my nightmare was over ....

NOT YET!!!

3) My system starts experiencing freezing ... 2-3 times a day and almost everyday!

Finally...

4) The thunderbolt on the right side of XPS started to experience difficulty detecting my external hard drive since 23 Aug 2020

Ok! Dell!

I have enough and it is enough!

I am wondering does Dell understand that it takes time for the consumer to call down the Technical hotline and spend at least 60min odd for every session for the Tech to check the system

I am wondering does Dell understand that it takes time for the consumer to set aside time for the on-site engineer to come by to sort out the system - replacement of parts etc

I can accept that the system started to have issues 4/5 years down the road for my previous XPS only started to have minor issues the 4th year onwards ...

I CANNOT ACCEPT that a system that I bought in 10 Dec 2018 has been having so much issues just in months after the recent purchase.

Hey Dell, honour your loyal consumer whom has faith in you since 2012 ....

If you ask me - PLEASE STEP UP YOUR RECOVERY ACTION...

Siutin · Answer

so sorry to hear that but I actually told the Dell support that the problems that I encountered on the new XPS in 2 weeks were much more than the problems that I encoutnered on my last 10 notebooks during the last 15 years. I was lucky that the replacement now working properly and I am so surprised that the new XPS have so many issues.

XPS

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