Summary: I hope that by my writing this I can prevent at least one person from buying from Dell.
I am furious with Dell and the runaround I have received this last month of trying to get them to repair my year old, under warranty and expensive laptop. Dell was easy to reach and very attentive when it came to purchasing the laptop, but they were impossible to reach, unhelpful and downright resistant to fixing anything once there was a problem.
After owning my Dell XPS 1530 for about a year it completely and suddenly died (it had been crashing periodically for a month beforehand). I sent Dell two e-mails requesting help with this problem before the computer completely died. I received an auto response from Dell but never anything else. I have been calling and writing and waiting for Dell to repair my laptop for 33 days now and I still have a non-functioning XPS 1530 on my hands.
I was contacted a few days after I reported the dead laptop to Dell by a service tech and made an appointment with them. The appointment was a four hour window in which I was to wait for them to show up at my home to repair the computer. I took a half day off from work and waited. They never came.
I then made a second appointment for another tech to come to my home and took a second afternoon off from work. This time, it turned out Dell had ordered the wrong disk drive. The tech also said that the outer plastic case needed to be replaced as it was warped and cracked due to the laptop overheating. I was blatantly told by this tech that overheating of the XPS laptops was a huge problem for Dell. I have since Googled Dell and overheating and I find endless results. The tech replaced the memory and hard drive and said they would be back in two days with the correct disk drive and plastic case.
It’s 33 days later I am still waiting for someone to finish repairing the laptop.
I have made over 17 calls to Dell all with frustrating results. In my month of dealing with the non-existent customer service at Dell I have spent 12.32 hours on hold (I started to keep track after my first seemingly endless call), I have been transferred from person to person, and in the process my calls have been disconnected over a dozen times (sometimes after I had been waiting for over an hour). I found the English of some of the Dell reps to be so bad that communication was impossible (you will not be dealing with anyone in the United States), my e-mails have never been replied to, and so far I have missed two days of work waiting for techs to repair the laptop. I am looking at missing a third if they ever show up with the part. It has been an endless runaround with zero results or satisfaction.
It was finally around day 20 of this fiasco that I found out that the disk drive has been on back order all this time, but no one ever bothered to call me to inform me of this. Nor did Dell offer to send me a new computer while I waited even though they had to replace everything but the screen on my laptop.
At this point I am finally speaking with someone in the US about replacing the computer but my thought is why would I want another XPS 1530 that will have the same overheating problems? I have zero desire to go through this again let alone ever deal with Dell again in my life.
If you have read this far and are still considering purchasing a Dell, please Google Dell and overheating you will find endless articles and commentary on this issue. In fact if you Google Dell and anything bad you will find that there are ten times more issues than there are positive reviews. Also, if you look closely at some of the better reviews, Dell has sponsored them.
I did find an already a settled class action lawsuit against Dell for my problem however I missed the application deadline by three months.
www.pcworld.com/articl...
All I want is a working computer and Dell has been nothing but a faceless behemoth that has taken my $1,500 and wits end.
Do not buy from Dell, you will be regretful.
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