About to give up on XPS 17

Ok, I ordered an XPS 17 from dell
Spec:
core i7 740QM
Nvidia 445M
4GB Ram
1600 x 900 screen
This was £849 GBP and then bought 3 year extended next business day cover for £180 over the phone.
It arrived 10th Jan, since then i've had 2 call outs to replace my heatsink, ODD for one call out and keyboard on the other ( buttons wouldn't recognise key stroke ), and now on monday I have to call them AGAIN to have another keyboard replaced as this one seems to have the same defect just different button. This would be the 3rd call out and 4th object in my brand new laptop to be replaced. Should I call them and insist on a refund and find another laptop in the UK that can semi play games within the £900-1000 price range ( NOT DELL :< ) or try and bargain upgraded ram / processor / screen for free for my troubles. I go abroad in the next week so I don't have time to really wait around.
TLDR: Dells laptops suck giant donkey , stick with them for quick replacements or find a company where the laptop JUST WORKS.

 

If the time frame is such an issue for you, then yes I'd suggest you get a quick refund and buy one from a brick and mortar store so you can confirm it will work 100%.

If one was to compile all stories similar to your's, I'm pretty sure all companies' laptops would "suck giant donkey".

 

Off on a business trip so need it to work 100% of the time.

there was a word filtered out after donkey

 

Pretty sure this laptop is the highest performance for the money and Dells customer service is pretty good. They are supposed to be set up to have any customer working the next day (didn't happen for me though). I know the Toshibas used to be the way to go for reliability, I Had one for a long time and it served me well. Your choices are to either use the Dell or pay twice as much for a different brand specced the same. It is an awesome laptop when its working. I totally feel you on downtime, my xps 17 arrived with issues and it was a full month after delivery before it finally worked the way it was supposed to. Look hard at the competition before you finally realize that there really isn't one that games like this with the expandability this laptop has.

 

Well the only other thing in the price range is HP Envy 17, how is that reliability wise? again would be ONLY 1600 x 900 screen.

 

Maybe you got a lemon?
I had one that had sound issues, they promptly sent a replacement XPS 15 and this second unit is amazing.
Never had a single problem with it.
If they've had to repair it multiple times they should be replacing it with a new one, after all it is their performance laptop series so they should make sure you, their customer, is happy with it.

 

the most they've done thus far is have the manager on the phone each time trying to say that it will be the last time. A replacement shouldn't merely be enough they should atleast give me some upgrades for my troubles.

 

I'd shoot for a system exchange. How old is it? The newer it is, the easier this will be. If its inside the 21-30day range it should be as simple as asking.

Either way you are eligible under the policy's they have. 3+ part replacement is what makes it easy for the manager to say 'yes'.

The tough part of this is turn around time. You are probably looking at 5-15 business days. That might make it difficult unless you know where you will be or can have someone ship it to you from home.

I haven't had any keyboard issues (my motherboard has been replaced). So perhaps just a string of bad luck and try and fix it?

Good Luck.

 

day 33 now. it would be the 4th part replacement.

I keep getting contradicting info on this forum some people say I should get upgrades, some say I just get a new system, some people say I could get an upgraded system.

 

^I'd advise only 2 options for you. Either return it and buy something else (what to buy, I don't exactly know tbh; maybe wait for the revision of the XPS17, the L702x as that could/should have a better resolution) or tell them to give you a brand new system. I mean you bought this thing about 1 month ago and you're already having 4th part replaced...really? Personally, it doesn't matter what part it is that's being replaced, 4 repairs on anything I bought less than 3 months ago is ridiculous. If you choose this option, call them and tell them sternly, but not rudely, that this is ridiculous and you're sick of these repairs. You want a system that works as advertised. You paid almost 1000 pounds for a system that has just been giving you trouble essentially since you bought it. You can't keep on with these repairs unless you'll have a really bad relationship with your laptop and Dell, and you'll probably regret it (if you don't already). So new or refund. Good luck man and I feel your pain .

 

Dude, they're not going to give you upgrades.
Yes, they should stop jerking you around and replace the lemon they originally gave you, but why should they give you something for free?
I had the same problem, and they replaced it with an identical, brand new system.
As the previous poster said, get a new system or dump it altogether and go with something else that suits your needs.

 

7 day return policy in UK, the only thing I can think about is bringing up basic UK Consumer rights laws that make that policy illegal.

 

At the very least you should get a new system. Upgrades are possible but you'll need to fight for them, they're not going to offer them and there is no guarantee you will get them or what they will be.

If you want to go the new system route then call up technical support and tell them you want a system exchange. You've given them their chance, and it hasn't worked out (tell them this, because they are going to try and convince you to troubleshoot and repair). Be firm, but not rude and do not let them suck you into any more attempts to fix it. Ask for management if necessary and hold your ground.

If you want to try for upgrades, then you'll need to speak with management. It's possible you may get something.

 

You can put in a compensation claim but it is right they don't have to give you any upgrades but it's always worth a shot. I suggest you speak to management and complain about the service and product and when you have finished sorting that out ask about how you make a claim for compensation. By pushing that then you may find yourself on the bargaining table.

I think Dell provide a great service and have nothing bad to say about them but you have been very unlucky and if I were in your shoes I would be pushing for something a little extra, if not just for the time you have wasted.

Companies like this are quite happy to pay people off than receive complaints and compensation claims, a few hundred quid means nothing to them....good luck.

Oh yeah the 7 day return policy is just for when you change your mind about the product not faulty goods. They are bound by the same laws everyone is in that if the product is not fit for purpose you can return at anytime.(within reason that is but they wouldn't have a leg to stand on in your case).