Dell XPS customer service experience

Well, I think it's more usual for people to leave comments over bad experiences than good experiences, so I think it would be good to do it.

Few days ago I had a problem with a XPS 1330 which suddenly stopped working. Something related with a shortcircuit with the power supply. I checked guarantee and happily found that I bought the 3 year extended guarantee with the laptop and it was on the third year so i called customer support and after some small checks they decided it had to do with the motherboard so they ordered a replacement for me for the next day.

I even messed with the asking to come later as I wanted to backup data (just for security). Did the backup and called them again few days later. Again I had no problem, next day a technician came to my home and changed the motherboard. In matter of minutes i had the laptop working again.

I have to say that this does not avoid the fact that a premium laptop shouldn't fail in 2 years of good use (my 5 years toshiba is still working with 0 repairs), but i have to say that this time the services was perfect.

my 2 cents

 

XPS service is great.. second to none really. I have nothing but great things to say about them.

I recently had a similar situation. Within 24 hours, a tech was at my house and my m1330 was back up and running.

 

I too, have had great results with Dell XPS service. In two years my XPS M 1330 has had the motherboard replaced 4 times, the hard drive replaced once, the keypad replaced once, the memory replaced once, the fan and heat shink replaced once and I even had them come over to connect my wifi switches which they had left disconnected. They have installed a zipper on my XPS M 1330 to make these service calls even faster. I am on a first name basis with "Cisco" my on-site technician. I now even have his phone number and he is so comfortable with coming to my home/office that he rides his bike.

I have been trying to get out of this computer and have been dealing with customer service. Would you agree that averaging one failure every 100 days for two years is not an acceptable level of dependability? Apparently, there is not a soul in North America that can help me except for a small claims court judge. If I don't want to take that route, my only salvation rests with someone in India whom I cannot understand. Holy Cow!