The Best of Both Phone, and Tablet
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stars
"Defective & Bad Support" on by jdmcbride
Pros: Looks good but never got a chance to use it
Cons: Defective out of the box with very poor and disjointed customer service
Summary: Ordered this computer for home use after reading cnet reviews and comparisons to comparable machines. About 10 minutes after completing registration screen went blank and computer was unresponsive. Only way to reboot was to disconnect power and remove battery. Went through this cycle several times and then called support. After 20 minute on hold I was told that they have a special department to handle xps problems, given a problem number and transferred. Spent over an hour with xps support (who assigned a second problem number) running diagnostics to no avail. They requested that I download software that would record the crash so that I could tell them what happened. Only problem is that the computer does not stay up long enough to accomplish this plus it is time consuming. Later in the day tried to start the machine and after 20 minutes the screen became garbled. Finally called the return number given me earlier by the tech department but after 30 minutes on hold (and assignment of yet a third number) I was told I had called the wrong return number (commercial rather than home). When I asked what number I should have called she gave me the same number I had called. She finally conceded a return number.
Based on the other reviews it appears I got a lemon and hopefully others will not. Frustrating part has been dealing with a souring tech and customer service. In no one ever offered to exchange the machine and when I enquired with the returns person how to do so she offered to transfer me to customer service...
- 2 replies to this review
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My DVD rom stopped burning after a few months, so I called Dell about it. They agreed to send me another one. They sent me a refurbished one. I thought it was free since I had that 1 year warranty. But no, Dell later billed me 90 bucks for that. I COULd HAVE BOUGHT A BETTER ONE FOR 90 bucks! I told them about my battery how it stopped charging, so they were cool with it. They sent me another one. Without saying that it will cost me, they charged me a refubished one for 110 bucks. Now my Fn+F11 (to reboot my system) stopped working. I recalled that it was free to ask for a bootable cd. I got that, and they later charged me 23 bucks. So Im going to call them and eeffffin... I F*ckin hate calling them, and their service. They wont tell you what they'll charge until you get your invoice in the mail.<br><br>TO SUM IT UP, I DONT WANT TO DEAL WITH DELL. I spent about $400 bucks fixing my $850 laptop. *** is that 1 year warranty for? NOTHING. Their systems aren't build to last. No dells for me.
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It's not just the XPS series that has bad support...it's EVERYTHING Dell. I've spent the past TWO MONTHS on the phone with Dell Support...they really gave me the runaround. My laptop (almost three years old) had a power issue, they replaced the system board. Once that was replaced it had trouble booting up...so they replaced the hard drive, then the palm pad, then the LCD screen, then the memory. They mailed me a refurbished replacement laptop only after I refused to wipe my hard drive AGAIN and requested to speak to a manager. After this Dell dies, I'm getting a Mac!!!!
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