My Dell XPS1530 Expirences.

Hello, I have been on this forum for quite awhile, I don't have many posts but I am always reading everything on here. OK, so on to what I posted this thread for, Just figured I would give a little intro, So it doesn't seem like im completely blind on whats going on in the laptop world.


I have had a XPS 1530 for almost a year now. At first I loved the laptop. Then I started having a problem, The fan was going out, Made a horrible clicking noise. No big deal though, After dealing with CS that you cant understand and runs you in circles trying to fix it, Got it replaced and all was fine again.

A couple months later, I was working out in the garage, and had the laptop out there looking up some exploded views for a car part I was working on. A cup of water I had on top of the bench got knocked over..I went to catch the cup, and ended up knocking the laptop off the bench and the the cup proceeded to land on it, full of water. So, The laptop was fried. Again dealing with the same CS that sucked. I was able to send the laptop in, And got it back about a week later. So that was good.

I would have thought they would have just replaced the laptop, and not tried to fix it. Anyways, I was looking over the laptop after I got it back and wasn't pleased. The plastics on the bottom were all warped and the media button plastic piece wouldn't stay in place. And it looked like water was still behind the screen. So I turn the laptop on, And it didn't last 30 minutes before the screen went out. To me this is unacceptable. Even if I caused the problem in the first place, Thats why I paid for the accidental warranty. I would think I could get my laptop back fixed, OR a new one. Had to jump through a bunch of hoops for the CS again,..Sent the laptop back.

I got a refurbished one back about a week later, First thing I notice is all the stickers(service tag, etc. from my original comp) were taped to the back with scotch tape.. And all falling off and ripped. Open the laptop and the space bar is bent, there are scratches on the plastic by the hinges. The black plastic for the media keys is all warped. Start the laptop up.. Dead pixels all over the screen, Or scratches in the LCD is what is really looks like. The HDD was very noisy! And if you plug headphones in, Its really fuzzy. But either way, I have dealt with this stuff for months now, I had to get a bunch of college work done. But now that that's over. The laptop has only got worse, I'm waiting for the hard drive to stop working, Its making horrible noises. And the hinges don't work well anymore, And the computer is running hot, No matter what bios or drivers I install. I still have my full warranty for about another 2 months.

Sorry for the wall of text, But that's my story so far. Now After dealing with this computer long enough, I want to contact Dell and see what I can get done. IMO I should get a BRAND NEW laptop or my money back. I don't want another refrub that's going to be a POS.

I'm not sure how I should go about this, Or how to get what I want. Is there any higher up people I should contact about it?

Pretty much.. What would you do??

 

While you still have two months, get it fixed (or rather, replaced). If you get another dud, you should contact Unresolved Issues. Those people actually care about customer satisfaction, but you have to deal with quite a bit of crap to justify contacting them. I'd say you qualify at this point.

 

I'm going to see what I can do tomorrow. I'm hoping I can just get a brand new replacement..

 

I say go for the new replacement, you surely do have some good justification there...and sorry for all the troubles you've been having...

Good luck to you. If you don't have any luck with XP Support, ask to be transferred to a Resolutions Specialist, if no luck there..then go for Unresolved Issues, and such.

I would hope, you wouldn't have to go that far!

Cin

 

well that sucks! tough luck man... well i would certainly try getting a NEW replacement, if they still send crappy refurbs, i would ask for my money back... and get another computer, its not worth having to cope with faulty crud!

i would also try that unresolved issues link, its been known to work and in your case its more than right to call it an unresolved issue.

remember, you are the customer, you paid for good quality in the product, for a warranty, accidental damage, and most of all, good service, is it too much to ask for those things?
its YOUR money, and for that very reason you should demand a quality product!

 

I believe if you read the contract it will be replaced with a refurb unit of equal value. Might actually send you a new one for all your troubles.

 

So far I have gotten nowhere with this, Guess someone is supposed to call me in a hour or so. Basically they want me to send my comp in for the normal repair stuff. I told them I want a replacement.. Not a repaired computer, They can never get it right. I paid for a new computer, And never have had a good computer since my purchase I want to start off with a good piece of hardware. Not a refurb full of old computer parts. I'm not going to settle with what they want me to, Just not going to happen.

 

damn straight, stick it to them.

 

Ask for a resolution specialist. They get stuff done and keep you happy. They actually care about getting your issue fixed.

 

Need to assert yourself and not let them tell you what you need.

You need to, without being mean, be threatening. Say what they are doing is avoiding taking responsibility for completely fixing your laptop, something you paid for in the warranty; that you have stopped your family and friends buying Dell because of this, and also, I don't know, say you wrote an article about poor Dell service on notebookreview.com with pictures of the laptops they sent you (go on about describing warped back, broken keys/screen, service tags taped on) etc.

Make sure you tell all this to a Gold support member. I wasn't able to contact one of these directly but I did get a call from one the day after I wrote an email to the CEO! (yeah, that actually works!)

 

Thanks for the ideas.

I really wish I had gotten pics of one of the laptops they sent me. I guess I was so frustrated/bummed I didn't think about it.

I haven't got a call, Like I was supposed to. Bunch of BS. XPS service is 24/7 right? If so, They are going to hear from me soon. And ill ask for a resolution specialist.

 

No idea where I am I'm constantly told service is closed. Just go to the Dell website, find the manager for your country (highest level person) and tell them how bad the service has been via email. It's usually not hard to find their email somehow.

Tell them if this is not resolved by week's end, you'll be writing an article about Dell's poor service. Or something.

 

If you can't get with a Resolution Specialist..Here are the other options.

Complete a Unresolved Issues form:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Or, send an e-mail to one of the following Upper Executive e-mail addy's. Usually one of the first few will work. (The first one worked for me, and a few others on the forum)

Here you go:
Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]

Good luck!

Cin