Bought a brand new broken XPS 14z

I thought I did extensive research before deciding on this laptop. And I read some bad reviews about dell but the positive ones outweigh the bad.

I bought the laptop last week. I got the 14z not the lowest model but the 2nd one with the 8GB and 700GB HD. It arrived yesterday, a day early. I was so stoked to open it and use it since the my current laptop is broken. To my disappointment, I couldn't get online.

(I'm a single mom so I didn't have time to call them yesterday)

I called them the first thing this morning. The first number I called, they told me I didn't have software waranty so I would have to pay 99.99 to fix it. I was appalled. I told them I just opened the box and now I have to pay to fix it???!

I decided to call the sales agent who sold me the lap top at dell. He transferred me to the tech people in India. The first guy I spoke to had really bad lag. There was about 5 sec. of silence after I said something before he responded. Our 40 min. conversation was dropped right when he said, "Ok, I've diagnosed your problem..."

I called back and this time was on the phone with Krishna for almost 2 hours. This time Krishna hacked into my computer and worked on it - restarting it, uninstalling, and reinstalling who knows what. At first he was so certain it was MacAfee. Then he said it wasn't and that he had to send me a usb drive with all the software on my computer so I can call back next week and do tech support on my BRAND NEW laptop again.

This is absolutely ridiculous! At first, I was really grateful that I didn't have to pay the $99.99 to fix it. Then after the 3 hours I spent of my non-existent time for them to NOT fix it, I am SO mad! I am considering returning the laptop.

What do you guys think? Have any of you done a return through dell? I'm wondering if they will make me pay to return it.

 

dell customer support can be a niughtmare, expect to spend hours with them on the phone.
I suggest that you send an email to [email protected] outlining your problem. that finally worked for me with my multiple issues. I now have a functioning 14z that works great and I love it.

 

You cant get online? Wifi or the cable? Do not use michael's email you still have options. You can return it if you want to and get a refund.

 

Honestly people need to understand that you are dealing with a mass produced product, and failures are a part of it. Yeah it sucks it's not working properly but don't get angry, it's not worth it. Either work with tech support, or send it back for a replacement or refund.

Oh and if you get a refund don't pay a restocking fee cause it was defective.

Sent from my Xoom using Tapatalk

 

Try uninstall/completely disable mcafee, try reinstall the wireless card driver(or ethernet driver if you're using the cable). As long as it's not hardware defect, you should be good to go. Feel free to ask if you need more details.

But a brand new laptop should have had every basic things working right out of the box, I thought they stay in the quality check phrase for at least a couple days ;<

 

I bought a refurb 14z last week and it came. Mine is great.

I took the base cover off and put in a SSD. Talk about night vs day. So fast and lively.

It was hard opening the base cover.

 

Hi!
I've spent a total of 5 hours of my life not being able to use a brand new laptop I purchased.

Am I mad? Sure. I bought a lap top, expecting to be able to use it. And then I had to spend more time, that I don't have, on the phone with people who are terrible customer service reps.

The tech guy who hacked into my computer tried doing that whole thing with MacAfee. It didn't work.

I called back this week Monday and told them I wanted a refund. The sales rep said he would place an order in for a replacement and someone would call me about it in 24 hours. 4 days came and went, no call back.

So I called again and finally someone said they will send me a label to return the darn thing.

I understand lap tops like most products are mass produced and there may be an issue. But I believe that when I pay for a product, that price includes a thorough quality inspection. More importantly, though, I expect a high caliber of customer service from a reputable company like Dell. When customer service agents say they will follow through and don't, and then I get transferred to 5 different people, and each one has no idea why I am on the phone...there's a serious issue.

Never again, Dell.

 

Anyone recommend a better laptop from a company that values customer service?

 

Please fill this form
http://forum.notebookreview.com/wha...ould-i-buy-form-must-read-before-posting.html
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Mommy1, dont expect another company to better than Dell. They are all the same. BofA, Comcast, ATT, etc All big companies are bad.