XPS customer service and repairs delay

Well for damn sure Dell is faster at sending you your machine when you paid initially than to repair it.

My m1530 had dead pixels in the screen, a noisy hdd and that battery high pitched noise due to an electrical problem with the mobo. I'm not the type of customer to yell at a little problem, I know Dell is a big company that produces in mass and that's why also I took a 3yr return to depot warranty.

Now, I called tech support, next day I had my return box at my place no problem up to now. I sent out my laptop on Feb 6th, I waited up to the 13th and called back to get a least an update on what was happening. I was very polite with the tech guy over the phone. He told me tech support received my laptop feb 8th and that it normally can take up to 5 business days to be fixed and sent back. I told him we were 4 business days in the process yet considering the day they received it and he told me it was impossible for him to tell me what has been done on MY laptop yet and couldn't give me a delay for me to receive it.

We are the 15th yet and I still haven't received any news. I'm a patient guy but I'll be honnest, up to now, the service sucks. It's not a major problem, only needs some hardware replacement and that's it. At least, if they gave you some notice via email telling you the tech support is working on it, nothing niet none... Problem too is I'm in my 30 days total satisfaction up to the 23rd, but up to now, that would be 2 weeks of my 30 days I will not have been able to use my laptop and try it out. I'll be calling customer service on Monday and ask them to extend my 30 days by 2 more weeks. If they argue, well it's just too bad but it's going back.

If they can provide their phase update process when you buy, it should be easy for them to keep in touch with their customers (mostly for XPS top line laptop) and ensure they give you some news on the repairing process, I'm not too impressed with the customer service.

 

Well think about it. They got it Friday the 8th. Prolly didn't work on it that day. The first day they started to work on it was prolly the 11th, and if their estimate is accurate, it would take up to today to get it fixed. So you called them on the 5th business day in the morning, so that's why the prolly don't have an update.

Most likely it will get shipped out either later today or monday, since it's been about 5 business days since they got it.

But if not, then I would just tell them to ship it out on moday (fixed or not) and then just return it within your 30 day satisfaction period.

 

I just don't see why they would not work on it a complete day (friday the 8th for that instance) but like I said, I know I'm not a *special customer* and one among many returned laptops. My post was a lot about not having any link than having to call the xps tech support line to get updates. The least would have been to confirm via email that tech support indeed received the laptop all this done through an automated email sending, it's just a shame to run after them to get some news.

 

Did you send it through XPS support or regular support?

 

XPS support

 

Well, today is technically the fifth business day so its best to just wait for it.

next time i would suggest next business day on site as they do arrive the next business day and get it done in front of you.

 

I'll do for sure believe me...

 

You don't know when they got it. It could've arrived at like 4-5pm that day. Plus I can guarantee you that your laptop was not the only one there, so you can't realistically expect that the moment your machine arrives in the depot that they'll start working on it.

 

Update:

Purolator finally shipped the computer back to my place today, I wasn't there so I drived to the depot to pick it up...

Unfortunately, it is worst than I thought. I have a big line of dead pixels (between 10-15) in the upper left part of the screen which I clearly mentionned to tech support. Like I said, on top of that, I have a very noisy hdd and an electrical problem (the latter I could have probably dealt with). But never can I accept to pay close to 2k$ and get a screen with that many dead pixels.

I received my laptop identical to what I had, they have done NOTHING on the laptop and consider, *After performing numeours funtional tests, we have found no faults with your computer*. I'm in shock, 10 dead pixels on a screen is no fault for them, fortunately, I don't have a more subtle problem, tech would suck so much they would never find it.

That ends my adventure with Dell, I'm in my 30 days total satisfaction and it's going back Monday. Like I said, I can afford to wait for a repair but considering 10-15 dead pixels in a screen not being a problem is the same as a direct insult telling me I see problems where there are none. I'll make sure to pass the word around and discourage people putting their trust in Dell. It's just sad.