XPS 16 9640, total disappointment

Question

I just purchased my VERY EXPENSIVE XPS 16. It took four hours of doing updates before I could even get to the login screen. Setup forced me to use a Microsoft Account which took about 30 minutes to complete. Once I finally got to my desktop, I was face with another hour of updates.

I am an network engineer. First problem; I could not see my NAS server which holds all my backups. Worked on that problem for a while. Found work around, pulling files off my current laptop. System crashed during that process, BSOD. Went to check error log and had over 1000 errors. Most prolific was IPF errors. Looked on line and most comments were incompatible drivers. Service assistance also had issues.

Contact support via chat. Made the mistake of opening with "I can't connect to my NAS". Immediate response was "That is not supported under you agreement". You need to pay more money for that. From there, he became a broken record and would not address any other errors. Subsequent contact via phone did same. THIS IS A BRAND NEW COMPUTER. I AM NOT GOING TO PAY EXTRA TO FIX PROBLEMS THAT CAME WITH IT.

Charles

ejn63 · Answer

Since you're not happy, and have a 30 day return guarantee -- avail yourself of a refund, and order a system that will please you.

sbankscharles · Answer

I recently purchased a XPS 16 9640 from CDW. After the first power up the system went into 4 hours of updating. Finally went through the forced Microsoft Account user setup process and then spent 45 minutes more with updates. First problem, I could not connect to my NAS server. Other problems perused until BSOD. Event Log had over 1,000 errors dealing with drivers.

Neither Dell nor CDW would offer support stating software issues were not covered.

People, I'm a network engineer with over 30 years. I tried for two weeks but then the camera was not recognized by "HELLO"

I've now returned the LAP. I just wanted to warn people; search the Internet for "Problems with

XPS 16 9640".

sbankscharles · Answer

@ejn63​ I did!  My point is that this very expensive laptop and that Dell lacks customer service.  I just want to warn other people and you, like them, can take or leave my comments.

lsherman47 · Answer

I have the Dell XPS 16 NOTHING BUT PROBLEMS and can't get help.HDMI Sound not working Touch Screen not Dell Diagnostics won't runThe Premium Support is terrible. I am sorry that I bought this machine,

Bundabah · Answer

I concur. Expensive and useless machine.
Almost every 2 weeks in past months have reason to contact their support team - they do try, but I feel the product is so defective, they are unable to solve much.

Previously had the XPS13 - wonderful pc
Notebook XPS16 is trash compared.

My old Dell desktop 8930 - still running fine.

Firmly believe the XPS16 is premature, untested, bellow par and just a Dell money grab.

My life with Dell products is over.

XPS

XPS 16 9640, total disappointment

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