DELL Outlet - Poor quality laptops - XPS l702 - Common Faults?x

Hello everyone,

Just wanted to share my experience with Dell XPS laptops from last 2 months.

I bought my first Dell XPS laptop at the end of october - it came faulty - crackling noise from the speakers. I called Dell and they have offered me a refund.

I decided to go once again for the XPS laptop - so I bought another one.
Got new laptop delivered after few hours of installing all software from the internet I decided to install Adobe suite from DVD - during the installation I noticed that spinning dvd drive put the laptop into huge vibration that it almost tried to fly away.

Called Dell - they've sent me a dvd drive and I replaced the part my self.

The laptop worked fine for the WHOLE month - Yuppie!!!

After this time a single horizontal line appeared on the screen. Had to call Dell again and they sent out en engineer to replace the screen.

The laptop worked again well for ANOTHER month - and developed 3rd fault - webcam and mic stopped working. I reckon loose cable connection on the top bezel.

I called Dell again - and they could only offer 3rd repair - which in my opinion is very bad service from them.

I started to wonder whether I'm just being unlucky with XPS laptops or they are poorly designed or maybe laptops from DELL outlet are CRAP.

 

"Lemon laws" exist for scenerios just like you are describing. If everybody had your "luck" Dell wouldn't be in business.
My suspicion is that they will offer only a 3rd repair because they realize that some items "refuse to stay fixed...they are that lemon."
What you don't say is whether they wil offer a replacement in lieu of 4th repair visit.
Sorry to hear about your issues and hope you get them resolved to your satisfaction.

 

Hey,

as for your problem with the DVD drive, I get huge vibrations sometimes as well, but only with certain CDs. I don't know why... Some DVDs/CDs really make no noise and with others the drive just sounds like it's going to explode =/


As for u being unlucky with Dell Laptops: Well I have never been that unlucky with Dell Laptops. I bought the XOS 17 L702x model a couple of months ago and it works quite well. My 5 year old Inspironw works great, too.

So yeah, you could be unlucky, but I don't know ^^.


Greetz,
SiriusVI

 

I had three displays replaced in mt L702x between June and Oct Was offered a replacement unit from Dell Outlet that was "as good or better", but declined. There weren't and "better" features that I wanted, and I decided to stay with a known quantity rather than take a chance on a previously fondled unit.

My only current complaint is that the power connector is not as tight as I'd like. I'm waiting for that issue to play out here at the forum, then I'll chat tech support and get whatever the final fix turns out to be.

 

I had the same problem with the power jack, it's very loose. There is already a thread on the issue here. I had an engineer out today to replace the jack on the laptop and give me a replacement charger, seems that others have had the same issue and this was the fix.

Will update the other thread with more info when I get home to my baby

 

Is it really better than before the fix? I got the impression on the other thread that the exact same parts were installed and nothing really changed.

Ideally, I'd like to see it go in farther and be harder to remove. Like my old Inspiron 8600.

 

I haven't got to see it yet, I'm at work. I will post back more info when I get home.

I am having the female charger port on the laptop replaced by the engineer, I think he is replacing the whole charger daughter board. And I am getting my charger replaced my a different model, it's not the exact model posted my Dell-Bill but its a similar model to what he posted, completely different model from the one I originally received with the laptop.

Anyway, no point in derailing this thread, I will update the thread dedicated to this problem once I have more info

 

no my drive was definitely faulty as the replacement solved the issue.

Dell outlet laptop are crap - Dell is saying that dell outlet laptop are intensively tested before sale - which is a total bull

 

I agree, Mine had the 7 beeps of death CPU failure strait from the box ! Now my hard drive will not quit clicking and beeping at me 5 months later *facepalm*.

 

I think it's probably just luck of the draw. In the sense that laptops are tightly packed units of technology, they're probably going to have more problems than a similar sample size of desktops, and you need only peruse this forum to see that most problems are on new, built to spec units, rather than Outlet units. My minor gripe with the Outlet is that regular pricing is generally not that much better than ordering new, if you order a new unit on the right sale day using the right coupons. You can get good deals at the Outlet using coupons.

BTW, since this thread was started, I picked up a desktop from the Outlet. I checked its history, it had been in the hands of the prior owner about a month, and had two service calls in that time. They don't provide detail, just the fact that an issue was raised, but I suppose the second call was to initiate the return.

It arrived in perfect condition. Luck of the draw. The only issue I had was getting the warranty attached to the unit, that was resolved with one phone call.

 

I was hoping i'd never be contributing to this thread but unfortunately, as of yesterday, i will be!

Got mine yesterday after 10 days wait, opened her up and the screen had 2 small cracks in the top centre of the display.

Last i've heard from them was yesterday morning when i called, they said i'd hear back within 24 hours on further instructions but not heard anything yet.

 

Ouch! I would call them back and try to stay on the line until you get resolution. Ask for the supervisor if they try to put you off. Be firm and polite, but persisent.

 

If they dont get back to you soon ask to talk to someone on the Dell | Executive Customer Support Team. It worked for me and a few emails.

 

If you aren't happy with the purchase (obviously in this case you wouldn't be) contact Dell ASAP to set up a return (not an exchange as Dell does not extend the return policy). It is their job to resolve this quickly and you get on the line and do not hang up until a resolution is reached. They have the ability to set up a return right away (I've done it myself several times) and them telling you to wait 24 hours to hear back is just a tactic by Dell to avoid the return.

If they don't give you an RMA number soon (2-3 days) file a complaint with your credit card company and file a chargeback. No way Dell can win that one.

 

If you're buying from the Dell Outlet you have to accept there's an increased risk of something being wrong. I don't think I'd choose one for a business / mission critical machine. However I bought my home laptop from there, had to get the screen replaced as it was flickering, next business day warranty had it replaced next day with no fuss.

Not every fault can be blamed on dell, the abuse they take being shipped around by couriers may create faults too even after they've tested them.

Luck of the draw on whether you get a lemon. If the service isn't good enough escalate it as above. If you do get a lemon get it shipped back. If you keep your eye out there are some great deals on XPS on the outlet recently, inc 256GB SSD drives which makes them look very cheap.

I think I'll probably get the power connector block changed soon as although it's not currently an issue, it is getting a bit looser as time goes on.

 

I think you're wrong here...

When buying from Dell Outlet you can expect that the machine might have been faulty in the past but it does not mean that it will break every two months.

The problem with Dell outlet is that they send out crappy laptops to customer without a proper check if faults have been fixed or not.

 

Well it's been 3 days now and i've still not had any reply to my emails. Such is the nature of my job i have about half an hour for lunch so not enough time to eat and call these people up so i'm missing out on the customer support opening hours! Really don't know what to do.

 

That's the reason why a product is sold in an outlet lol

 

So i deserve to be treated like a scumbag because i bought a refurbed machine? i still go through the same customer service as a customer who purchased a brand new machine. It seems like we all get treated with the same poor service.

 

I've had pretty good service from Dell Support.

 

I'm glad it's not all doom and gloom regarding them, obviously when a fault arises any delay or fobbed off response gets magnified by the frustration with not having a working product. I really hope it gets resolved swiftly and professionally as i just want an amazing laptop to fanny about with.

 

I have always bought for me and my family Dell laptops and PC and cant complain about the service. Now my point is that, you can't expect much from a laptop you bought in an outlet, is not like a shirt from an outlet, that's why it is in an outlet because is defective, because the quality of the product can't be assured.

 

But that is not how Dell advertises outlet systems, so your point is invalid.

 

Are you sure you understand the Outlet site? It's not just a case of them selling all their faulty stock without ever opening the box.
They sell returned units, and where necessary, make repairs and refurbish faulty items to saleable grade (although from some of the posts above, they aren't doing the best job of it).

Dell are obliged to ensure the quality of the products sold, irrespective of their status as outlet units. The refurbished models should be in virtually as-new condition, scratch and dent products should be fully operational bar cosmetic blemishes.

Aside from that, your rights as a consumer are exactly the same as if you were making a purchase from the standard retail site, you are entitled to and indeed should expect a product free of material defects and fit for purpose.

Presiding over all of the above, under UK law at least, distance selling laws render you an entitlement to reject the product for any reason you choose within the initial contract period.

 

Well then you must see what says the law about the products from outlets, but I still thinking that a refurbished laptop is not a good piece, that's why it is cheap. If you believed DELL saying that an outlet piece has quality you have been pranked that it is like a chinese product saying that it is from the best quality. I really can't see how can be an electronic equipment with good quality from an outlet.

 

Find the details of the executive complaints team and or get on twitter to try and get it resolved.

 

Well i had asked to be put in touch with the exec complaints team but got totally ignored in a reply back from them.

What's their twitter name? shall give that a go.

 

You have no idea what you're talking about. You are talking nonsense.

 

Try this > Dell Outlet UK (@DellOutletUK) on Twitter

 

What do you think happens to the perfect systems people send back within the legal timeframe because they changed their minds etc, they go to the outlet. So there are absolute perfect systems there to start with, ignoring your dellusion about others not being refurbed to as new condition just because they are on the outlet.

 

Ok ok... refurbished products are the best in the world.

 

If you aren't here to share similar problems or provide help to others can you just leave us to it please.

ANYway as of yesterday i received an email stating 'Your order for return has been approved, please allow 24-48 hours for this request to be approved' which as i read it, makes no sense.

I attempted to call them, got through to a new guy who didn't help resolve anything so i asked if i could be put through to someone else and he didn't play ball.

I've now emailed this Micheal@Dell guy as it seems he helps. I checked out the twitter account but couldn't see a way of DM'ing them and didn't fancy making my case public on there (yet).

 

Well, just for information, Michael Dell is the CEO of Dell Inc.

And, in my opinion, their refurbished product should have the same quality as the new computers, as they state at the Dell Outlet Program:

 

Wow, CEO! if he does indeed reply and point me in the direction of the exec team i'll be very impressed.

Typiclly i go out on tour for 2 weeks on Tuesday so sorting it all out is going to be even harder.

 

I saw this awhile back, and well - its not good:

Dell Outlet Sent Me A Barf-Covered, Gum-Filled Refurb Laptop - The Consumerist

I had my run in with the outlet - some good, some bad. However whatever it was Dell resolved it within reason, or my money was returned to me.

 

piffwhatm: I'd be inclined to return it if you don't have time to get it sorted ASAP.

 

Well a bit of luck, having emailed the [email protected] address i got a call from the exec team who are now taking on my case. Within the same day they had found a replacement with the exact same spec except a HDD with an extra 250gb and they will have it sent out tomorrow.

Only downside being i won't be here when it comes, i'll have someone at home to boot it up and check the screen is intact though.

They also asked me to forward on all emails from the person who had been 'dealing' with my case this past week, informing me they would be looking into how and why i had been mistreated.

I can't reccomend using that contact email enough.

 

Thats what I ended up doing when they sent me the wrong laptop and then tried to send me one of lesser specs as compromise. I emailed Michael Dell and most of the executive board. Got a call back from the same people that told me " NO" a few days before apologizing and offering solution. I ended up getting a NEWLY made Dell and not a refurb model out of it with much better specs. This one came loaded with all the extra bloatware and extras as well as in the black XPS box