XPS 13 Plus 9320, disappointing

Question

I ordered a XPS 13 Plus on Sep 1, 2023 with invoiced date Sep 6, 2023. It was delivered on Sep 9, 2023. After a trial of few days, I ran into several "known" issues:

- Touchpad is malfunctioned. It's automatically clicking itself. This is the same issue as https://www.dell.com/community/en/conversations/xps/non-stop-issues-with-my-dell-xps-13-plus-help/647f9f57f4ccf8a8de422468.

- Touch bar is not responding after disconnecting from external monitors. It can only be fixed after restarting the laptop. This is the same issue as https://www.reddit.com/r/DellXPS/comments/vmn29u/xps_13_plus_function_key_issues/.

Therefore, I asked for a replacement on Sep 18, 2023, and it was delivered on Sep 28, 2023. However, the above two issues were not resolved at all. Plus, this replacement is even worse because of uneven keyboard. There are at least three visible concave keys. This is the same as https://www.reddit.com/r/DellXPS/comments/xbed4f/xps_13_plus_anyone_else_with_uneven_keys_and_a/.

Tried to communicate with customer service if I can get full refund. Keep pushing back and saying it's out of 30-days return period. Tech support tried to remote debugging the system, but still no luck. They ask me to schedule a service to replace the palmrest. But Dear Dell, when I asked for a replacement, I got a even more defective replacement. How can I trust you that you're not wasting my time?

My only hope is to get the refund and buy a XPS 13 9315 or non-Dell product. It's the worst experience with laptop purchase. People should really move away from XPS 13 Plus. It's just an immature product.

ejn63 · Answer

When you receive a replacement system, the clock on a return does not reset -- so you're already well beyond your return period.

If you're not happy with the system, sell it and purchase a system you'll be happier with. You won't be able to return the seceond unit for a refund at this point.

boneinribi · Answer

@ejn63​  Look, this man paid a lot of money for a defective product.  Whether he is out of the 30 Day return window or not, Dell should do the right thing and give him a refund.  The 9320 has problems.  I purchased one with a couple of minor nits that over time have turned into major issues.  Very unhappy with this product.

biddyduck · Answer

@boneinribi​ WOW, some of these responses are just rude and make you wonder if Dell is paying them! Oh boy...after purchasing TWO 13 9315 lemons (last one purchased 09-2023), I was just approved for a replacement 9320! I too was told that I was out of the 30-day return/refund window for the 2nd lemon, but would not accept that! They even tried to get me to allow them to put a 'part' in a brand-new laptop! I will certainly post my experience with the 9320 and pray that it is better than the complaints that I have read. Keep hope alive!

mrkaatzman · Answer

This is a garbage product. We have three of these and the touch bad is so bad we are archiving this units 3 to 4 years early. I tried returning one due to defective touchpad and the tried to charge 15% restock fee. I spent 50K with Dell last year and I will never buy again.

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al-core · Answer

I came to exactly the same conclusion... I'm not going to buy dell anymore - absolute trash!

XPS 13 Plus has too many obvious defects within attractive shell. Dell does not fix problems from one model to another - they just cloning and multiplying them! great job guys!

Some years ago I saw post from one happy guy who bought MacBook instead of Dell XPS (that's why he is happy!) I did the same recently, and I'm happy now too ))) I wish I just could get my money (I spent for this) back.

mmgordon · Answer

I own an XPS 9320 and have also experienced some annoying glitches in performance, especially with wi-fi and the internet. It's now February, 2024 and Dell has issued a number of updates including those for the bios since my purchase last year. These, along with periodic Windows 11 updates, have seemed to have made a significant improvements and my XPS is running closer to my expectations. Not perfect, but much better than before.

I had one major hardware issue: I was cleaning my screen with a wet cloth and a bit of water must have dripped behind the screen and caused a noticeable blemish. I was fortunate that Best Buy replaced the screen under my extended warranty. Lesson learned: I clean the screen with 70% alcohol wipes or a soft cloth with a bit of alcohol on it. Alcohol dries much faster is safer to use overall.

mmgordon · Answer

I can certainly empathize with those having issues with their Dell 13 Plus 9320. I, too, have suffered through some of the same issues, the latest being an annoying defect in function key bar backlighting (the latest 2.17.0 bios update has fixed this one).

Being a card-carrying geek, I still enjoy the uniqueness and features of the laptop, especially when it's working as it should. After numerous bios updates, it appears that the 9320 is starting to settle down and act like the expensive laptop Dell intended it to be. Just my opinion. And hope that the patience we 9320 owners have given to the machine will eventually pay off.

user_896130 · Answer

I have never ending problems with my xps 13 9320 plus. 1. Bios reinstall it self during boot a lot of times, due 'corupted bios'. 2. service tag number clear it self for no reason, and show no service tag programed. 3. Big problems because laptop will not power on. Show red led sometimes, and some times no led. This is scam.

al-core · Answer

My Dell XPS 13 2-in-1 constantly overheated and, in the end, completely burned out. The service couldn’t fix it and didn’t even return the laptop to me, which meant I lost part of my data. For me, the Dell XPS turned out to be nothing but a waste of money. I had such high expectations from Dell, but I was completely let down. The XPS 13 2-in-1 is the reason I finally gave up on Dell and switched to a Mac.

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XPS

XPS 13 Plus 9320, disappointing

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