Dell does not honor 'Premium Warranty' on XPS 15 (L521X)

Question

Dear Sir/Madam,

On Thursday 1/24 your Technician came by my workplace to replace the monitor on my Dell XPS 15 (L521X) and ever since then my laptop keeps getting stuck on the boot screen every time I try to start it. It takes about 5-10 trials to start it up now. Moreover, I noticed this almost as soon as he left so I called him back on his phone number and he told me that there was nothing he could do about it and that I should contact Dell instead. Then I tried calling the extension given to me several times, however, the case manager assigned to me appeared to be perpetually busy. Then on 2/06 he came back and replaced the motherboard and hard drive and left without even verifying if it resolved the problem. The boot problem still persists! Additionally these are the new issues that developed after he replaced these items:

a) My laptop used to have 16 gigs DDR3 RAM and now it has only 8 gigs.

b) I used to have an NVIDIA GeForce GT 640M (2 gigs) graphics card which I assume is missing too since it cannot be detected anymore.

c) My system has also developed an audio problem now. The sound comes and goes at times.

d) My system lacks a service tag since the motherboard was replaced.

Finally I shipped it off to your Depot and now the status says that it is on "Billable Hold"?!!! This is preposterous as all of these problems were CREATED by your service technician. Overall, I have to say that I am extremely disappointed in your customer service. I had purchased premium warranty and yet I feel like I have to jump through several hoops to get any service in the first place! I hope my case would be looked in to promptly and resoled fairly because otherwise I would have to resort to action given the treatment I have received despite having a laptop under warranty.

Thanks for your time.

zbestwun2001 · Answer

Dear Sir/Madam,

On Thursday 1/24 your Technician came by my workplace to replace the monitor on my Dell XPS 15 (L521X) and ever since then my laptop keeps getting stuck on the boot screen every time I try to start it. It takes about 5-10 trials to start it up now. Moreover, I noticed this almost as soon as he left so I called him back on his phone number and he told me that there was nothing he could do about it and that I should contact Dell instead. Then I tried calling the extension given to me several times, however, the case manager assigned to me appeared to be perpetually busy. Then on 2/06 he came back and replaced the motherboard and hard drive and left without even verifying if it resolved the problem. The boot problem still persists! Additionally these are the new issues that developed after he replaced these items:

a)      My laptop used to have 16 gigs DDR3 RAM and now it has only 8 gigs.

b)      I used to have an NVIDIA GeForce GT 640M (2 gigs) graphics card which I assume is missing too since it cannot be detected anymore.

c)      My system has also developed an audio problem now. The sound comes and goes at times.

d)      My system lacks a service tag since the motherboard was replaced.

Finally I shipped it off to your Depot and now the status says that it is on "Billable Hold"?!!! This is preposterous as all of these problems were CREATED by your service technician. Overall, I have to say that I am extremely disappointed in your customer service. I had purchased premium warranty and yet I feel like I have to jump through several hoops to get any service in the first place! I hope my case would be looked in to promptly and resoled fairly because otherwise I would have to resort to action given the treatment I have received despite having a laptop under warranty.

Thanks for your time.

FrustratedDellCustomer

I'll go though this briefly with you

1.First of all, where is the RAM going? That 8 gigs you're short... do you feel this happened when it was a Dell's?

2. You can find your current service tag on the front page of the BOIS. Tap F2 when you see the Dell Logo to enter the BIOS.

3. Billable Hold means that in the techs opinion some of the damage was caused by you and is not covered by the warranty.

I don't understand where are you parts going? What's going on there...?

Z............................

FrustratedDellC · Answer

The parts were taken by the Dell service technician (without my consent/knowledge so it is more like stealing) and the damage was done by him!!! It is absolutely unbelievable that I am being blamed for the technician's incompetence.

FrustratedDellC · Answer

Dear Sir,

I have accepted your request and provided you with my service tag number. Please let me know if there is anything else that you need to know.

I hope to hear back from you soon regarding a speedy resolution!

FDC

DELL-Terry B · Answer

FrustratedDellCustomer

I may be able to help, I will be sending you a friend request shortly so that I can collect your information about the service. I can then investigate the case and go from there. I look forward to talking to you.

TB

Locked Topics – Laptops General

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