3 Posts
0
400
8 technicians, 15 hours on the phone with support, still no resolution
I purchased a new Dell XPS 17 9720 in September. After less than 10 hours of run time (not use), the computer begins to open and close screens, delete files and execute commands all while I am not touching anything on the computer. The touchscreen was replaced by Dell and the system completely wiped and reloaded. The last technician wanted me to send a video of the issue (as the problem can be random, I cannot sit in front of the computer hoping to catch video that is useful) but could not supply a single point of contact for a phone or email. This is not acceptable because every technician I have spoken to has followed up with an email stating that if the problem was not resolved to reply to the email and they would pick up the ticket again for further diagnostics. Not one of those technicians ever responded to my reply emails! Every time I call, I am routed to a different tech and we start all over even though the history of this computer is there for them to see. I need to have a single point of contact that has the authority to replace this computer with a new one OR to refund my money for a return. Anyone?
ejn63
10 Elder
10 Elder
•
24.5K Posts
1
January 18th, 2023 16:00
The bottom line is that you need to demonstrate the fault, and no - you won't get a replacement or refund at this point. System replacement is an option only after three repair attempts for the same problem has failed.
DELL-Cares
Moderator
Moderator
•
25.6K Posts
0
January 18th, 2023 16:00
Thank you! We have received the required details. We will work towards a resolution. You are not eligible for a refund or new exchange. Read through this.
Photog66
3 Posts
0
March 6th, 2023 11:00
Thank you. The service from this community and Dell Cares has been good. After two screen replacements and a motherboard replacement the computer finally seems to be stable and working. Gee, just swapping out this lemon for a new computer would have been faster for me and less expensive for Dell.
Here is the new issue.... This journey has taken 5 months! Now that I am ready to migrate my data from my old Dell to my new one, I am told by Support Assist that Dell Migrate has expired! I have asked Support Assist to reinstate the app. I could not use the app in the allowed time period because of Dell hardware issues where the repair time used up the Dell Migrate warranty period. As a customer journey, this experience has been frustrating and exhausting. To now have a very useable app denied because of repair time seems unreasonable to me. Any other apps I can download that could allow me to move date files? Thanks.
Photog66
3 Posts
0
March 6th, 2023 16:00
Update... Dell Premium Support said no... I have to re-buy the Dell Migrate app. Really not reasonable. I will go elsewhere to get this done.