- Report: #1372569
Complaint Review: Dell - Nationwide
-
Author Not Confirmed
Why?
Dell
Nationwide, USA
Web:
www.dell.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Dell, Dell Computer, Dell Technologies Dell XPS 13 9360 Display issue won't get issued a replacement Austin Texas
I've purchased a Dell XPS 13 9360 and I've had problems with the video flickering. It happens about every 5-10 minutes for about 5 seconds.
I've spent probably 30-40 hours trying to resolve the issue and I'm pretty fed up with it over the last 2-3 months. I didn't notice it enough to decide ultimately to get my money back but it is too late.
- I've run the diagnostic tool, and it apparently failed. A technician was sent to my house to replace a part of the computer not related to video, and the part was refurbished. I declined opening the device up and wanted to get my money back. Apparently this test always fails unless the computer is plugged in apparently. I found this out after the technician left...good I didn't let him replace a non-related part!
- I've realized my 30 day return window has passed. Gulp! That's after spending a few hours here and there trying to resolve the issue. Now I have a machine with an issue that is going to take plenty of hours to diagnose.
- I've updated the BIOS, updated the Video drivers, to no avail. I've now engaged Dell Chat support, who has stepped me through the entire process of doing this all over again.
- At this point, I've asked for an escalation. Normally this has been easy in the past, but I'm being forced to step through a repeat of the troubleshooting process which I've already accomplished
- At the end of the day, I'm seriously regretting this purchase. Until I get either a replacement, or my money back, I've decided to write reviews preventing someone from making the same mistake. This is a top of the line machine, there should be no reason why I can't get resolution in a timely manner without having to sacrifice 2-3 hours out of my day to watch someone remote to my machine and install drivers.
- This is a warning to others, stay away from this product. I rarely have purchased any laptop in the last 10 years that haven't had some major issue with it, and Dell is no exception. I'm now stuck with a time burden and a device that I do not want. You really have to stay on top of electronic companies these days....they will literally attempt to *** all the time away. The real purchase price of this machine is now double for the time wasted that I will not get back. Perhaps sharing my woes preventing others from buying this device will help
- Apparently from what I am reading this issue has been around much longer than the 9360 version of the XPS 13. That is unfortunate.
- The service help, although very kind, chooses not to address my request for escalation or talking about a replacement item. Im having to restore my device to a previously configured configuration. Does that mean I'm not entitled to update the drivers, ever? I dictate the terms of this agreement, just because you already have my 2500 dollars for the laptop does not mean that I can keep spending hours daily debugging.
