Dell Technologies

Dec 18th, 2021

If I could give Dell zero stars at this point I would. I ordered my XPS 15, with joy and great expectations! this was going to be THE laptop to end all my battery woes and video editing hang-ups. Unfortunately It arrived with a defective track-pad. Tech support said they would send me a box to return my laptop (apparently I couldn't use the box it had arrived in 15 minutes ago?) they said it would be overnight shipped to my house. 5 days later, no box and they won't answer my calls, emails, or chats on the dell website. eventually I find the tracking for the "overnight" box and it was sent to my billing address, on the other side of the country, not my shipping address even though I confirmed the correct shipping address twice in the initial support email. Eventually, I get a call to go through, half an hour of on and off sitting on hold support tells me that they will send a technician to my house to fix the trackpad. (SWEET, it's going to work like it ought to for a $2,000+ laptop. only took a week..) I confirm that that will be okay, give them my address AGAIN and hang up. The next day I get an email saying the local technician doesn't have any track pads in stock (not surprised because literally every new xps 15 sold was broken from the factory but still...). They then ask if I can just go ahead and ship the laptop back to them because they DEFINITELY have the parts in stock at their main repair center. I say yes and AGAIN confirm my address. believe it or not, a return box arrives next day at the correct address (I know! I'm shocked too). I immediately package the laptop in the box (they gave me bubble wrap for the 13" not the 15" but no biggie) and ship it back to them via a local fed-ex drop off site. A few days go by and Dell support emails me to let me know they don't have a trackpad in stock at their main repair center either. so... Now I don't have a computer at all and they are just going to hang onto my laptop indefinitely at their repair center till a track pad arrives in stock. It has now been a nearly three weeks since I sent the laptop to Dell for technical support. And over a month since I purchased the computer. I switched tactics and just asked for a refund at this point. But no one answered my calls or emails. I hope to eventually get my properly functioning laptop back but I'm not overly optimistic. I have never in my life spent this much money on a brand new device to then immediately deal with such systemic incompetence. Every part of the after-sale side of Dell has failed me in some way. If you do end up buying a Dell laptop, I hope you get a good one because I'd rather have purchased a less capable laptop from another company than gone through the difficulties of dealing with my lemon laptop and Dells Technical Support team.
Dec 19th, 2020