Unsolved
1 Rookie
•
1 Message
0
297
August 20th, 2024 00:39
Extremely Disappointed with Dell Support and Product Quality
XPS 15 9510
Hi Dell Community,
I wanted to express my frustration with the current state of support for Dell products. I own a Dell OLED XPS 9510, a premium device that came with a hefty price tag of $2,549. In addition, I purchased a Premium Plus support package for two years, costing $600, making this a $3,000 investment. This laptop was crucial for my schoolwork, and I took great care of it.
However, at the end of last month, the left-side ports suddenly stopped working, and the laptop wouldn’t charge. A Dell technician came to my home to replace the motherboard and recommended that the heatsink also needed replacement. However, the heatsink was never replaced throughout the entire process. After the motherboard was replaced, the camera and IR sensor stopped functioning. The technician then advised me to mail in my laptop for further repairs, which I did.
When the laptop was returned after a week, I noticed damage to the OLED screen near the camera, with visible light bleeding. I had to mail the laptop back again, and after another week, it was returned to me. Now, the laptop randomly shuts off and displays 7 white and 2 amber lights, indicating an LCD failure.
To make matters worse, Dell is now offering me a refurbished laptop instead of a new one. After spending $3,000 on a supposedly premium product, I'm extremely disappointed with Dell’s quality control and customer service. I find it unacceptable that I’m being denied a new laptop due to issues that arose solely because of Dell’s poor quality control during repairs.
I’ve been a loyal Dell customer and have owned two Dell laptops before this one, but after this experience, I can no longer recommend Dell products to anyone. To make matters even worse, I’m currently applying for jobs, and this ordeal has caused me significant stress and setbacks. I hope Dell takes this matter seriously and provides a resolution that reflects the premium price and trust I placed in their product.
Chino de Oro
9 Legend
•
8.1K Posts
1
August 20th, 2024 04:10
As a community member and a contributor, I read through your post to see if any issue that the community or I can offer to resolve as technical or performance issue. However, it seems that your issue was a warranty claim and it was resolved by Dell.
If you checked the warranty contract you purchased for your device, Dell has followed their obligation to repair your system. And when they failed to repair the system to your satisfaction, a replacement system was offered.
You are being dishonest to claim that Dell wanted to exchange your new laptop with a refurbished unit. Your laptop is not new and Dell does not sale or build the XPS 9510 anymore. Dell can not offer you a new replacement even if they want to.
If you want the community to understand your experience and listen to your recommendation, let be real and tell people how long you have used your XPS 9510 which was shipped with 11th gen processor. The reason you felt frustration and unsatisfied because you were expect Dell to replace your used laptop with a new release model, knowing the XPS 9510 was discontinued and Dell can not build you a new one.
When Dell techs did not fixed your system at once and went through multiple repairs, that was unacceptable service experience to customers. But, the failure of the repair technician was also causing financial losses to Dell. To be fair, all I can see was that despite all the costs and losses, Dell have followed the warranty contracts to provide multiple repairs and replace your system as they are obligated to.
jvhnlee
1 Rookie
•
1 Message
0
February 1st, 2025 06:19
@Chino de Oro I feel like you're missing the point here. The fact that he had to send the product over many times just to face newer problems just seem like a red flag to me - it doesn't matter whether they fulfilled the service requirements, they need better technicians. And the fact that he's only used it for less than 2 years screams quality issues. Same goes to my DELL laptop. I used for only a year and it's already having minor hardware malfunctions here and there. As a user you want to buy lasting products that can be used for a decent amount of time without a problem. If you're asking me, only 1-2 years in with problems is awful.
MP1958
1 Rookie
•
1 Message
0
February 8th, 2025 16:40
The original poster is spot on. I bought an XPS 13 a few years ago for travel only, it's really only been powered on during that time for maybe a couple of weeks, total, and now the keyboard will always start up turned off the first time. I have to hard shutdown and restart to get it working again. This happens every time now. That should have been a huge red flag, but I discounted it and just bought a new top-of-the-line XPS 16. Well, what do you know? It was DOA. Plugged in the power adapter and...nothing. This laptop is a dead as a doornail. You mean to tell me they don't even check to see if a machine will power up before sending it out? This will be my last Dell.