Hey All,
This may fall on deaf ears but I just wanted to vent and hope to get some sort of decent assistance...here's what happened:
On September 21, 2012, I called Dell to order an XPS ONE 2710, spoke to a very nice lady named Karyn who was great in getting my order and getting me an awesome deal! All is good, I received my computer on September 24th, 2012. This was where all the horror began...
Upon starting up the computer, I noticed a black line in the middle of the screen, about as thick as a hair. Tried to clean the screen to no avail, I then ran the built in diagnostics tool and also made sure all drivers were up to date, of course, to no avail. I proceeded to call Dell Tech Support, we were able to determine that it was dead pixels, so they were able to assist me in "getting my LCD replaced" on a not even 1 day old computer, I complied to a replacement monitor via a field technician coming out to replace.(No reason why this would be done especially from such a "high quality", highly priced machine).
After playing with the computer some more for the next few hours, I turned on some music, I noticed that the music coming out of the speakers sounded really distorted. Called Dell Tech Support AGAIN, the tech and I ran a test on the speakers and found that the right speaker was BUSTED. At this point, I said this was unacceptable, there is absolutely NO REASON why a $2000+ dollar computer would come disfunctional like this out of the box! Dell Tech Support then proceeded to issue me a replacement XPS ONE, it took over 10 days for my replacement computer to arrive.
Fast forward to the arrival of my replacement machine...
I open the machine, set it up, went through windows set up, as soon as a white background would come up, to my surprise, I saw ANOTHER line in the monitor a little bigger than the one before...
, before calling Dell Tech Support (INDIA) AGAIN...I turned off the computer, shined a light to where the "line" was and found there there was some sort of dust/hair particle STUCK BETWEEN MY LCD and the glass protector of the machine. So guess what???...I called DELL TECH SUPPORT...
Dell Tech Support apologized over and over and informed me that they will send out a technician to replace the LCD on my XPS ONE, I complied, not happily, but I complied. I was told on the phone that the Field Tech would give me a call between 1-2 business days from that time, 5 days later, no call. Guess what I did? I CALLED DELL TECH SUPPORT, who then escalated and then I got a call from the field tech the next day who made an appointment with me for Saturday October 13. 2012. Saturday afternoon comes around (originally he said he would come between 11-1PM), he calls at 11:30AM and informs me that he had a family emergency, no problem, we will reschedule for Monday at 4PM, I once again obliged.
Today (October 15, 2012), I took off work early to meet the tech at my residence. He has the LCD package with him, we get to the computer, open up the package, we find a smudge on the "new" LCD...the technician proceed to try and clean off the smudge to no avail, the "smudge" was actually 3 deep scratches in the LCD...The tech and I agreed that we shouldn't install the "new" LCD because it was worse than the one I currently had, at least there are no smudges/scratches on my current machine.
Technician leaves my residence, I proceed to call, guess who? You got it...Dell Tech Support. Once again I get the same apologies over and over. Their solution: We will send you a replacement...
That is currently where I'm at in this horror saga. I strongly believe in the phrase "you get what you pay for" to the fullest extent. Next to the Alienware machines, this Dell XPS One is one of the more expensive machines you can purchase from Dell, with such a hefty price tag, I, like many others, would think you are getting the best of the best. But instead of the best, I got a machine that obviously has very very poor QUALITY CONTROL, the things wrong with the machines I've gotten could have been avoided with attention to detail by the people putting together these machines.
I called Dell "Customer Care" early, told the story to the lady on the phone and pretty much got "what do you want us to do about it? I can transfer you to Tech Support" but in the tune of a 30 minute phone conversation.
I am now in the midst of getting a THIRD replacement Dell XPS ONE, with NO COMPENSATION for the following:
- Spending HOURS talking to DELL TECHNICAL SUPPORT
- Time spent PACKING UP broken machines
- Time backing up data and restoring to "new" machines
- Time taking off work to meet technicians
- MY SANITY dealing with people overseas who only have such words as: I'm sorry, apologize, replacement, and technician in their vocabularies.
In my 10 years of working with and buying from Dell from a Corporate stand point and personal usage, I HAVE NOT heard or seen anything like this until now. This by far is the WORST experience I've ever had with Dell and hope that it's the last.
Sorry this post was so long, I thank those who've read and understand how I feel.