what happened to dell XPS support ?

like it turned into a big steaming pile of crap , why is it now normal for them to hang up on me, i swear I'm never buying a another dell, nor recommending them anymore.

 

Dell abandoned both XPS support and XPS laptops, only one 16" remains

 

I know..I know, you prolly' don't wanna hear this..but for Tech Support, if you can..try Chat (if, you can get thru that is). At least, you won't have worry about sitting on Dhell Eternal Hold & the chance of a potential disconnect, etc.

And, a lot of peep's seem to have better luck with Chat. : )

With Phone support the one Bonus of the Eternal Dhell Hold is I have sure gotten a lot of Multi-tasking done, whilst waiting....

Cin...

 

Except that XPS is not longer supported by Dell Chat....at least mine is not.

 

i don't have the dell chat option available to me, I'm in Canada.

 

Can you provide another sentence or two describing your experience? What did you call about? Were you yelling and cursing?

Here's my experience - at the very least write something like this:

My one experience on the phone with Dell was somewhat pleasant (called the day I got the laptop for the 130w adapter). The process took nearly 40 minutes which was disappointingly long (took forever to get my contact information, and it was kind of annoying to ask me to check the BIOS version while on the phone, but the guy was trying to help), but only about 5 minutes were hold time in the middle of the call.

 

OoOH...major farking suckage.. ..I just tried it:
"This product model is not supported by Chat. Please call 800-822-8965 for any support related to this product".

Nice, another major screw up by Dell. So, if I have any Technical Problems, I either Call after 9pm (when my Cell phone minutes are free), or call at work on the Company I work for $$, so the call is free....

You know the minimum wait on a Dell Call is at least 20 minutes ( if you get lucky).

I detest dealing with Phone Support. Hate is a strong word, so I try and always use detest or despise...

I dunno, maybe I got lucky because in my past dealings with Chat..it's all been good & now I will just have to adjust to Phone Support.

That's right I'm so sorry.

Cin...

 

well i bought my XPS from a retailer, i noticed it overheats when playing games
i talked to a rep who sent me a mobo, and an extra 10 boxes for other components.
i get the parts a while after, I'm too lazy to install them
i talk to my retailer they wanna charge me 200$ labor.( f that)
i talk to dell so they can help me they said the warranty covers sending parts only and no labor
I show them on the dell site where it says the warranty covers replacing and FIXING stuff.
the rep said that isn't right. she didn't say why she just said parts are only sent and computers aren't fixed.
I asked for a supervisor.
rep transferred me to someone who wasn't her manager.
other rep informs me same thing then hangs up on me, when I'm explaining my point.

and i recorded the last part when i was talking to the 2nd rep.

 

I must be really lucky - the one time I called I waited less than a minute before speaking with my support guy! It was early afternoon on a weekday in the US. Could they have given priority to me since I called the day I got the laptop, and entered the express support code?

Does e-mail support work? I see it listed near the online chat option.

 

Now that's an interesting story, and that also really sucks. Let us know what you decide to do.

 

I guess you did get lucky, you did get thru quickly!

Yes, the e-mail support does work. It worked for another forum member from CA. I can't remember what the thread topic was about though...

Sorry, to have read the above description of your situation. Glad you were able to record that latter part of the conversation. Try e-mailing, and see how long it takes for a reply back. This may be a good option for you.

You could also, (if you wanted call back again)...Or, even based on what you went thru..go through Dell CA "Unresolved Issues".

Cin...

 

right after i got off the phone i emailed the [email protected] detailing what happened yesterday.
get the computer back, still with same overheating issue.
repaired the laptop for a discounted price ( under the table retail tech)
tested it and overheating.
i got a call today from customer service and they offered me 2 week depot repair for all my troubles ( wow that's pretty amazing! do you wanna make that repair take any longer !!)

sick of this wont ever recommend dell to anyone.

 

my chat function doesnt even work lol.

Says something about my device isn't supported and should call or email. LMAO.

 

Eyup, that is what I got also.
"This product model is not supported by Chat. Please call 800-822-8965 for any support related to this product".

It's too bad. Maybe, I will try and remain optimistic, that they are working on some technical problems on their end....yeah.thats.the.ticket.


Cin...

 

lol thats the BS they gave ya too? I have 2 XPS systems (one was replaced by AW), and both service tag aren't working.

 

Now you all know why my company stopped buying Dells about a year ago. We started getting this crap with service and warranty issues. We had been exclusively Dell from the day the Company was started (January 4, 2000 ).

I have stopped recommending any Dell and I have particularly suggested that anyone on this site thinking about an XPS come to these threads and read them.

The shame of it is that Dell was a decent company. No wonder they're facing a host of class actions in the US. I would think this service issue on XPS models would make a nice one too.

IMO, the acqusitiion of Alienware has convinced Dell that it doesn't need the XPS model anymore. So they just milk the models that were left and nickle and dime owners on service. Nice!

Even as recently as a couple of months ago I was still hoping to see some committment by Dell to the XPS line, which was a great model line. No dice. Sorry for all of you who are stuck dealing with these morons.

Bronsky

 

It's really pissing me off because I spent good money on the XPS line and was promised "world class" tech support and halfway through my warranty the online chat is taken away. That was the best thing about their tech support. They should at least let the chat last until your warranty expires. I have a hard time believing that a computer company, especially one the size of Dell, is having technical difficulties for over 3 months now. I want to start an online petition or website highlighting this issue. (If there already isn't one) Anyone with me?

 

Hey, what's the name of the person who responded from Michael's office? I think I got a response from the same guy and he is pissing me off!

 

check your PM, i stopped dealing with that guy and phoned up tech support again. after a couple of calls they agreed to send an onsite tech.

 

i know this is a dell forum.., and i use to highly recommend delll.....not anymore...their financial department burn,t me bad,.....also, their forums now sucks, lot of their products have used inferior parts( i know someone that repairs dells). you cannot get a lot of choices anymore,,,,its either this cpu in this machine, or this embedded video chipset in this computer...man,,,people want choices....and their parts they use,,,you just don,t know what you are getting....get an ibuypower desktop,,,they let you choose what motherboard, case, powersupply... they have nice laptops too, i have an ibuypower laptop....the company was started by a guy, hes on youtube, and has been very successful... the laptops you cannot screw up too badly, since there are just a few manufactures that make them....., and i am sure some of dells are okay.....but the bottom line, micael dell had a great vision, and now its how much he can make off you as a consumer...i thought he really supported the costomer with great quality...was i wrong....and the discontinance of the xps line....dells main line......just dont, get what they stand for anymore

 

This stuff is common for all large manufactures. It is not just dell that does these things. If you buy from a large OEM then expect to be treated poorly. It is sad but customer service has disappeared from company's list of things to provide their customers. Its almost like they forget that WE are the ones who make them being in business possible. If it weren't for us then they would not be in business.

 

It is hit-or-miss with me. I have had to call for 4 different hardware issues over the last year. Two times were great - I was on the phone for a long time for them to diagnose the problem, but they were polite and helpful...and, they were great at following up with me. One time was just okay. Ridiculous wait time and had to go through a few people to get the "right one". One time (the most recent) has been ridiculous!!!

This last ridiculous time - I called on Friday and spoke to a manager. He could't figure it out, so he told me to call back and leave him a voicemail and he'd call me right back. I left him two voicemails and he never called back. I called again Saturday. Talked to someone new and was on the phone for 2 hours with no resolution. Said he'd call back the next day....never did. I had to call again...and hour later, still no resolution. Said they'd call again the next day....no call back. I had to call yet again.

It took 6 calls and countless hours for them to actually do anything. And, guess what, the thing they decided on was the same thing the manager suggested on day 1. They were all just too incompetent and uncaring to do anything about it.

 

its sad what dell did to the fourm....use to be one of the best, they lost some followers that had spent years on it, including me. as i stated in other threads, its hard to screw up laptops, being they are made by only about 2 or 3 big manufactuers. i have a dell 1520, and its not bad.

who makes them-
Custom Laptops, Gaming Notebooks, Custom Gaming Laptops | XOTIC PC

 

to follow up on this, after multiple mobo replacements and hours on the phone i was able to get them to build me an upgraded replacement system. This was done only through tech support. the rep i talked to at the Micheal Dell escalation team was no help at all, the only thing he offered me was return to depot service. It seemed to me he had no power whatsoever.. so here's some advice, emailing [email protected] doesn't really work it will probably make you worse off .... your better off dealing with tech support.