Dell XPS 15 FAIL - New Machine Will Not Charge or Start

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fsoltero

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Less than 60 days ago I received my brand new XPS15. It was love at first sight and I was excited at all the possible productivity enhancements I was going to realize with such a powerful machine. Two days ago I started receiving a message that machine wasn't able to recognize the power adapter properly and it would affect charging. Then the machine died. I promptly called tech support and they informed me that I would have to ship the XPS 15 to depot to get it fixed and that the turn around would take about two weeks. TWO WEEKS of being without a top of the line machine that I expected to last me for several years without a glitch. I upgraded the warranty to premium support and called back. The technician kept suggesting that I send the machine to depot (over 6 references) as if they sent a technician to repair the machine he/she might not have all the necessary parts. When I asked the technician and her manager what they were going to do to compensate me for my lost time they said they couldn't do a thing. Further they refused to send out a new machine instead of attempting to swap out the motherboard and RAM.

Now this is a really sad turn of events because at one time the name Dell had meaning. It was about quality and customer service. This is obviously no longer the case. My calls were first routed to the Philippines and then India instead of a tech facility in the United States. The staff at these locations are obviously incentivized to keep the costs as low as possible regardless of the customer's needs and the price paid for the premium support contract. When asked to be escalated to an American support specialist I was advised that this was not possible. Frankly after this experience I will never purchase a Dell product again and will recommend to other's within my circle of influence that they do the same. As a consultant and specifier of computing hardware to large organizations I will also communicate my misgivings related to Dell products. Companies succeed or fail based upon their reputation within the marketplace. Anger enough clients and your business will contract substantively.
 
Since you got it so recently, you might want to try contacting the place you actually bought it from and see if they will assist you. If not, and you have to call the manufacturer again, I suggest you keep asking for higher and higher people until you get some actual help. If they don't do it (move you up to a higher person on request) call back. Sadly many of the people in those jobs (even so called tech positions) really know nothing. Sad but true.
 
Since you got it so recently, you might want to try contacting the place you actually bought it from and see if they will assist you. If not, and you have to call the manufacturer again, I suggest you keep asking for higher and higher people until you get some actual help. If they don't do it (move you up to a higher person on request) call back. Sadly many of the people in those jobs (even so called tech positions) really know nothing. Sad but true.
 

mtaf7201

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Jan 4, 2018
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mtaf7201

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Same thing happened to me. I got an XPS 15 1960. Out of the box it will not power on. Getting the run around from Dell. I am calling an attorney tomorrow to see if they can help escalate. Support Tech said all they can do is fix and replace parts once they find out what is wrong. They did not even email me a ticket or service support number. All verbal and no follow-up.
 
Mar 17, 2018
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I literally just received my 9560 today and opened it 10 minutes ago. It will not power on. I called dell and they offered to troubleshoot. I replied that any work on a 5 minute old computer was not acceptable. They politely offered to replace my system which I paid 2400 dollars for with a refurbished unit. I politely said no [watch your language]way. I guess an attorney is my next step as well. Never dell, never again.
 
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