UNSOLVED
XPS 15-9560, repeated HDD failure
XPS 15 was shipped to me on December 2, 2017. Have a M.2 and HDD. The HDD has been replaced more than four times now. The motherboard has been replaced twice along with every other part imaginable. The last time the HDD was replaced I was already tired of losing my data, and had escalated it. I was implored that it would work and nothing would go wrong with it, so I went along with it and yet, it has failed. The customer support suggest replacing it yet again. The machine has been unreliable since purchase. Thanks to premium support, I don't pay for the parts but I pay for my data and time. I have never been able to rely on it. I am a light user and traveler even then the HDD has failed so many times. I cannot go through another HDD replacement again.
733
0
Posted July 30th, 2019 00:00
I am not holding Dell responsible for the loss of my data, I'm holding Dell responsible for the incessant failure of the the hdd and the motherboard, which makes this the fourth or fifth time that it has. Yes I ran Support assist when the hdd started making clocking noises and wasn't responding and it gave a red flag. So you're telling me that having parts replaced every two months is normal ? and such failure rate of the hdd is normal? Have you seen my history and the amount of parts that have been replaced ? Where is the reliability ? What is the point of buying a machine that fails every couple months ? How is one supposed to use a machine that might decide to fail at any given time ?718
0
Posted July 30th, 2019 10:00
So you're telling me that having parts replaced every two months is normal?
* I never stated that.and such failure rate of the hdd is normal?
* I would not state that it was normal.Have you seen my history and the amount of parts that have been replaced?
* Yes.It does seem odd that you have had issues with this many HDD. But all Dell can do is follow the purchased warranty guidelines.
DELL-Chris M (old account)
#IWork4Dell
DELL-Chris M
Community Manager
•
56891 Posts
•
232143 Points
761
0
Posted July 29th, 2019 12:00
Dell has never been responsible for a users data. Users data should always be backed up weekly to a USB key, USB drive, or a cloud service. Are you saying that the current HDD has failed when running the pre-Windows Dell ePSA diagnostics? If yes, then per Dell policy, the agent was correct in stating that the HDD could be replaced per the purchased warranty stipulations.
DELL-Chris M (old account)
#IWork4Dell