SO PISSED OFF ! new XPS 15 R2, :@ - screen issues

I got my xps 15 today and I was so excited to unbox it! the moment I turned it on I noticed something on the top of the screen.. I noticed that the screen border is kind of not closed and opened and I can see the red light or orange light coming from the top border.. I also noticed like squares all the way lined up on top of the screen... man I am so pissed of.. its 1080p

Also I have noticed that if I look at the screen from a different angle the colors change.. like the recycle bin font will be come red and blue so I am not sure if that is normal since I am looking from an odd angle?.. actually the whole screen color changes....

I called Dell and they will dispatch an engineer but seriously i dont want to fix my laptop from the first day like !

 

Tell them you want it replaced.

 

Yes..dont Agree On Calling An Engineer..it Is A New Laptop And You Do Not Want To Repair A New One..get A Replacement..

 

Man I have been waiting so long and this is what I get at the end lol.. the thing I noticed is when they send replacements... they send refurbished stuff so I might end up getting another ty laptop.. they said they will send an Engineer.. I am actually thinking to return it and buy a lenovo and wait another 2 weeks ((( , they said the tech will come tomorrow.. but I don't know if they meet their deadlines

 

If you do a replacement of a brand-new laptop within the return period, they don't send you refurbished. Even if you did, you would have grounds to demand a new one.

 

That's how it should be but trust me they don't, I did a replacement for a 15z and they sent me used one... I think I will give the engineer a chance tho I know alot of their engineers are bad.. its a hit or miss..

 

Yea, it actually isn't Dell engineers that come. They have tons of certified techs all over, and when there is need for a tech to come, they find one that is close. None of them actually work for Dell...

And that's pretty bad that something like that slipped through QC. Sounds like Dell doesn't actually power on every system before shipping it out...which figures

And yes, they will always try to send a refurbished as replacements because those are sitting around ready to ship, whereas a new build takes a couple weeks typically. If they don't have the exact configuration ready to go, they will make a new one. Not the best policy for a NEW system, I agree.

 

Yea they really suck when sending a replacement.. its like no one there cares lol they just put the address and ship..

I hope the tech that will show up tomorrow will be a good one and won't screw up more stuff.. if he doesn't show up then I am returning the laptop and cancelling my other inspiron order with them then go to Lenovo..

 

Well on my last few visits from a dell tech, He had a ID badge saying Dell and his picture. I cant see how they would just keep an ID for one company if they were working for different clients. Also I didnt have to sign anything like I have to do with an external companys so I guess he works for dell. Also another tech came the next day with the same badge thing to replace the same part the other guy fixed the day before needless to say I told him Its allready been done, He let me keep the part and told me if it fails outside of warranty I could try and fix it my self. I cant sell any external company doing that other then a employee who works for a massive cooperation.

 

I hope so but today when I spoke to a "Manager" in the technical support department he clearly mentioned that it is a 3rd party company that dispatch their techs so looks like they are using another company.

They said they send the company the list and the next morning the other company gets them and calls customers.. I am in Canada so I don't know if the same policy applies in the US.. btw guys is it odd for the color to change if I look at the monitor from an odd corner? as I mentioned the font color for the desktop icons changes when I look from an odd angle

 

Color shift occurs as it is still a TN LCD. But I have to say that if you have the B-RGLED screen, then it's VERY subtle, probably better than any other laptop that you've used.

 

I agree, I like the screen as I am not gonna look at it from odd angles lol the only problem as I mentioned is the top of the screen seems to be not in the right position so at the top you see the light coming out in different spots.. like a theater lights.. spaces between them..hope it will be fix tomorrow " if the tech knows what he is doing"

 

return this one and place a new order.

 

I thought about that but I am afraid they will send me another defective machine with other issues.. I replaced 3 laptops with Dell since April ( heating issues and wireless issues on xps15z.. so this was the last test for them.. as for now this machine seems to be very good ( except for the screen) so I will give the Tech a chance tomorrow to fix it.. if he doesn't then I will return it and buy W520 lenovo..

I got another XPS 17 few weeks ago and it had a dead pixel.. I kept it because I am always afraid that they will send me a refurbished machine or another defective one...its like they keep screwing things and always the second machine they send me has more issues than the first one.. maybe I am unlucky when it comes to Dell lol

 

No, you should be fine. If you are not happy with it just send it back. You have 21 days from the date of shipped out. No restock fee applies unless you bought it from the business side, not the home side.

 

So after receiving my defective XPS 15 ( screwed up screen) and placing a Call with Dell, the tech showed up on site today and replaced it.. After that everything was fine tho I had a heating issue.. so I decided to register my laptop under my name using the Asset tag.. I noticed the the system didn't show the accidental damage warranty.

I wen't back to my order that I placed by the phone and figured out that the smart sales rep didn't add the accidental damage warranty but he said he did and I asked him twice...I called Dell and they asked me to pay 344$ lol .. to add the complete care plan while purchasing the laptop it costs 139 + ( premium hardware support which I already bought since I was under the impression they added the plan) so basically the guy gave me a good deal on the laptop and it was kind of cheap but he played with the order and I was an idiot.. I didn't check the warranty items..

The funny thing is they won't readd it and charge me 139$ they are asking me to return it and place a new order lol I don't understand why they want to return and pay for the shipping fees 4 times? I decided to go with Lenovo W520 and I have already placed a new order.. sorry but Dell sux big time...I will never order from them again... tho for the people who are thinking to get the xps 15.. its an amazing laptop but only if it doesn't have issues ... I wanted to keep it but they won't give me what I ordered so they can take it back and keep it or lets say " send it to another customer since that's what they do when sending replacements"

Thanks

 

Even Lenovo 'sux' when things don't go the customers way. I hope you don't find that out...but it's a trueism.

All I am saying here is that you seem to have acted more out of spite than rationally. But you admit you were not at fault for checking the warrantee in the final configuration or the grace time they give one to change their mind about a configuration. I'll give you props for that.

 

OP bought an item without checking final configuration and is now blaming Dell.

 

of course they won't readd it, it was never there, you never paid for it.

 

Replacing the entire screen assembly is not really too difficult...
I swapped mine myself (they sent me a dual core xps15 accidentally and when they sent the replacement quad, the backlight was shining up from the bottom a bit, so i swapped the screens).
I did the replacement using the dell service manual...
Documentation

There are a screws underneath and top.
You pop off the palm top plate, which i used a guitar pick to do, and cables to detach, with the keyboard, etc...
Not too bad, so a Dell technician should be able to replace pretty easy...
Just be careful to not scratch the screen while doing it, cover with a towel or something!

However I would watch the dell tech like a hawk because some of these guys just fumble around and pose like their experts and break stuff... just like in real life in every other area, go figure...
(Dell tech fumbled up my intel motherboard recall on my dell xps8300, broke a hd connector, covered up some usb ports).

So you may want to familiarize with this, watch him, and make sure he doesn't start breaking tabs and connectors...
There are probably good youtube videos on it too...

Here also is a good resource on the xps15 in general...
http://forum.notebookreview.com/dell-xps-studio-xps/566977-dell-xps-15-l502x-tools-updates.html

Sorry to hear about the trouble with the dell laptops, it can be stressful when you order something and its not right...
Hope this helps...

 

Same thing happened to me. Well actually, my screen just randomly went out and then my computer wouldnt turn on but whatever. Anyway, the first time I called they said they were going to send an engineer and replace the screen. I said fine. Then I thought about it some more and said no, I want a new system. They didnt even argue with me. They are sending me a new one. Granted, this is a big hassle to wait another 2 weeks (especially since I have only had it since August 9th) but at least its getting replaced. By the way, has anyone else who has called tech support have an extremely hard time understanding the reps with really broken english? Jeez. lol

 

lol I spent 1 hour talking to them and they had to transfer me to another rep.. as I mentioned after they fixed the screen I thought everything was fine and I was so happy.. then I added my computer tag to my dell account.. I noticed it is missing the accidental damage warranty so I called them and they said its not on my order.. I checked the order and it was not.. tho I told the rep to add it twice but he fooled me because I complained about the price so he didn't add it and made the price look cheaper..

I asked them to add it and I will pay.. they said no I have to pay 344$ instead of 139$ which was the original price when u build it ( I already added the 4 years premium warranty) THEY ASKED ME to return it and make a new order? I am like waaaaaat??? take it back and I don't need a new one .. they agreed.. I don't understand their logic.. why would they lose a sale if they made a mistake then they should fix it and I will pay... weird company.. but they lost a customer ( I don't even think they care lol)

tho I loved the laptop after it got fixed.. it was amazing

 

I blamed my self and blamed Dell, but I asked them twice to add it and asked them to pull out the phone records to see if I did or no.. I DID TWICE..

I never said that I want it for free! I agreed to pay for it! and since their rep forgot to add it then they should be able to pull the phone records and verify then charge me for it! grrr

 

Well next time you need to check and not blame the red tape Dell gives you. I never had an issue ordering from Dell and my parents have ordered through Dell since 1995, and me personally since 2007. You think any other manufacturer is going to be better? There are tons of Lenovo horror stories as well, and I can tell you the numerous ones with Toshiba, Sony, all manufacturers.

 

get it replaced. periodo.

 

I understand that it seems disappointing...
The shell game with dell and the coupons and packages, is that you should make sure the order is right, because they do not like to change anything on an order after its made. They will replace a part, but only for the same exact part, not upgrades after an order is made.

With haggling and switching things around, this is also a hassle for them. Upgrade my keyboard after my order, upgrade my wifi, upgrade my screen, etc...

For a good laptop like this, i would tend to cut a company some slack on this...

You might just decide to re-order with the desired warranty... i had just the 2 year warranty on mine...
I do understand the hassle tho, for just a warranty change...

________________
Dell Xps15, 2630qm, 1080p, 8gb Ram, nvidia 525m, 750gb HD, Blu-ray, BLit Keyboard, 1030 wifi+bt

 

I agree 100%,with exxi.Why waste more time,Dell is the worst to understand unless they from financial.LOL,It's funny how they speak perfectly when you owe them!Good luck,either way.

 

lool yea!!! btw I decided to go back to Dell because I liked that laptop so much and the other laptops in the market suck too, like the W520 has issues and the speakers aren't that great.. and I don't want to get the T520.. I am already getting an x220 so I don't want 2 lenovos..

I think I mentioned that I have returned the laptop because the sales rep forgot to add the accidental damage and I called them to fix that but they refused ( I also had heating issues which was the main reason for the return)

The moment I called today, I said I want to duplicate that order and I said that they forgot to add the warranty and they refused to add it after I got the laptop even tho it was 2 days old.. the sales rep asked me : THEY DIDN'T OFFER TO ADD THE ACCIDENTAL DAMAGE AFTER? he was shocked and he added to my new order for free! or I am assuming that the past rep already charged me for it but never put it on the order so they added it to the new order?

How funny is that? this is the thing with Dell and I guess all the other manufactures.. it is a hit or miss, if you get a good person then they will resolve any issue, if not then good luck.. now I have ordered the same settings and they added the accidental damage warranty which I need because I travel alot.. and I didn't need to ask for a discount or anything..I am happy now and I hope the new laptop won't have issues again.. I am sick of it lol now I have to wait another 2 weeks but yea.. it is what it is..

 

Yea I agree with you, I have returned the laptop and even tho I decided not to go with Dell.. I decided to give it one more try.. the funny thing is the sales rep added the accidental damage warranty for 4 years without any charge today, so basically they duplicated the order and added the warranty but the price stayed the same.. he was nice.. but I am assuming that they knew I was charged but it was never on my old laptop so they added it to the new one...

 

well that's nice... XD

 

The best thing to do BEFORE you pull the trigger is to have the rep read out to you your configuration, honestly. My friend did that with his M6400, and actually got a bigger discount on the overall laptop and they bumped up some upgrades for free.

 

I feel ya.I had a ton of issues with dell I could write for hours!But it does depend on who you get on the phone,as I'm sure you know already,one tech says no way!Another says of course we would love to do that for you mr blah blah blah.LOL, I don't ever want to go through what I went through with dell.I own 3 alienware's, and like you said It's luck of the draw, but I have zero issues with my aliens besides a simple hinge repair on my M11X last year. And I swear It felt like a different company then.I hope everything works out for ya.

 

That's why I call because I can squeeze the price.. actually the best way to do it is by asking them to send you the quote so you make sure its the one and if they mess it up then you have a proof.. even if they tell u they did , double check and don't do my mistake lol

EDIT : btw their website might be missing features like backlit keyboards or 9 cell battery or upgrades on the wireless, if you call by the phone then you can get those upgrades too even tho they are not available on the website

 

lol I actually saved the guy's number just for future issues, I will give him a call and he might be able to find someone helpful

 

LOL.You are right it's all about who you get on the phone.I had so many reps and techs tell me completely different things, I was going crazy with the xps service people,I even had them cancel my order while I was ordering another unit.The rep had no idea how to place an order.Lol I can laugh now,but I was gonna cry a few months ago.The thing is dell has nice pcs for the money,that's why we keep buying from dell.I know there is no perfect company but dell is pretty bad with their outsourced service.I am truly hoping you get all you want,good luck Zackor,Ive been there.Ps keep that number!lol