XPS

Last reply by 09-24-2022 Unsolved
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2 Bronze
2 Bronze
6963

Customer service and quality control at an all-time low Dell XPS

I have been a long-time Dell consumer and advocate due to the build quality and innovation when it comes to laptops and monitors. I even switched off apple because of what dell has been doing. I currently own 1 laptop, 2 monitors, and a desktop, all made by Dell. I will honestly probably never buy a dell product again after this experience. I purchased the new dell XPS 15 9500 in white with all, and I mean all the bells and whistles, and it was not cheap. I had read the thousands of reviews and posts about the trackpad issue, but then dell promised the community it had fixed it back in July (for reference, I purchased my XPS in October). When it arrived, the trackpad was very clearly wobbly, uneven, and had this weird clicking noise when I did not click it. I immediately called Dell technical support and could not speak to a single person in the US or anyone who had any real knowledge (and I pay for premium support plus). That is a lot of money to speak to some guy in India who has no idea how a laptop even works. After, I kid you not 4 hours of phone waiting and talking to 3 different people; they sent me a replacement. It took a month for the first laptop to arrive; then, it took almost 3 weeks for the second one to come. I open it up, and what do you know, it has the same exact problem. I immediately call up tech support that I pay so much for, and they hang up on me 4 times when they said, please hold. After almost 2 hours of waiting and re-calling, I finally get someone who says they will send another one, but it will take another 3 weeks. This has been so horrendous, and the quality control is so bad I do not know how they can justify charging almost $3,000 for a laptop. I have no idea what to do now except maybe talk to BBB and keep having them replace them until I eventually get one that works. Perhaps I just go and buy the new Razor or HP Spectre as they seem to do proper quality control and have an actual customer service team I can talk to.

Replies (32)
2 Bronze
2 Bronze
5130

Update: Issue has not been resolved yet, they are putting me in contact with a supervisor. I will update again with the results of that conversation.

2 Bronze
2 Bronze
5147

I don't mind bad service - I've come to expect it - but when I keep getting peppered by "Dell Virtual Assistants" with names like "DELL CARES" with requests for my Service Tag Number (Dell, you KNOW my Service Tag Number. Stop asking for it) then I get mad, as in my username. 

5128

No wonder I didn't stand a chance. Sitting in a country without Dell direct support, I tried to get help over the phone to a regional office (somewhere in southeast Asia) and surprisingly they were better than I expected in their reply and action, but it was short lived. They initiated a motherboard change request for my XPS 13 9300, and then the Dell reps here in the forum say I'm not eligible for support. I know it is difficult claiming warranty in a place like Pakistan, but then why would you initiate a warranty replacement on the support system, and then say here in the forum it is not for me. Who approved it in the first place and if they verified the warranty and did it, then why say it is not valid now.

But looking at what has happened with you, I think I was expecting too much, and I should just make peace with my laptop's issue.

2 Bronze
2 Bronze
5105

I went through 3 XPS 15 9500s between August and October this year. All had issues, some of which were definitely due to a lack of quality control. This included overheating, wobbly trackpad, hissing/crackling speakers and broken CAPS key illumination. Both replacements Dell provided had the same wobbly trackpad and speaker issues. They did send someone to fix the trackpad which resolved that issue but speakers issues remained.

I might be wrong but it seems Dell are so keen to get these units out of the factory given the lack of availability that they have decided to skimp on quality and quality control.  Many others are having such issues. I returned my 2nd replacement and am looking for an alternative brand/laptop.

I wish you all the best with yours. Probably best to ask them to come out and fix the trackpad if they offer that service in your area

2 Bronze
2 Bronze
5043

Update 2: They sent a repair person out to fix the track pad and replaced if with another broken track pad!!! I told them to replace it with a new laptop and they said it would take almost 2 months to ship!!! So far they have gone from bad to worst, honestly dell had to be one of the worst and most predatory companies in the PC world. <Non-public info removed> - $1500 PC Secret Shopper 2 Part 4 by linus tech tips to see what happened with him. I will let you know when i get my new laptop and update you all on what happens (undoubtedly it will still be broken because dell is at least constant with how bad they are)

5023

I notice no Dell rep has chimed in, will take them a few weeks I guess

2 Bronze
2 Bronze
2077

Wow. My 9500 is arriving today. I got the 1 yr damage protection. I just started reading all the forums on their quality control and now I'm nervous. 

One single issue and I'm just going to ask for a refund

2 Jasper
2 Jasper
1806

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1772

I was fooled into thinking the trackpad issue on the XPS 9500 had been fixed as well. After waiting three weeks, I got mine in December and the trackpad was garbage. I called support and after 45 minutes talking to an indian dude, I asked to speak to a supervisor. He kept telling me none were available (this was at 10 AM on a Monday). Doing my best to keep my cool, I ended up requesting to return the laptop. I ordered a Precision 5550 hoping the quality will be better. It should be here this weekend. We'll see...

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