[FIRST EDIT] My DELL XPS 15 (9560) Experience - Looking for Advice (Legal or Otherwise)

Original post below. Been busy with some final Semester One assignments, so, sorry about the late replies… Currently waiting on Dell to pick up the second and third laptops, which is taking longer than it should. I've arranged to send back the first laptop once I have bought something else.

I recently bought a Dell XPS Laptop. It was a 15", 16GB RAM, 512 SSD. I was looking for a contender to the Apple MacBook Pro that was much cheaper as I'm a student and have a set budget. I did a lot of research and although I saw and read some mixed reviews, I decided to get one.

It arrived and looked great. I was really happy with the build quality, it felt solid and well-made. I didn't mind that I couldn't open it with one hand as I felt that it was a sign of it's sturdiness.

Another thing to mention is that I was given a date re/ delivery (it was a Wednesday). I called and asked if it would be delivered directly to my house or if I should go to the Post Office and they assured me it would come to my house. I had an assignment due and my old computer died a few days earlier. I needed every second I could get to work on my essay. Lo and behold, it went to the Post Office at 4:38pm and I was waiting at home until 5pm, like they advised, for nothing and lost a day of being able to work. Ridiculous! Finally, the next day, I picked it up and hurried my essay.

I started using it and before a day or two it started having some glitches. First, there were strange green pixelations on the video, then the web pages would zoom right in without me even doing anything. Then the volume starting intermittently muting out of the blue. I tried refreshing, that didn't work, then I had to reload the entire browser which did bring the volume back. I also had some white residue appear out of nowhere (after closing and opening it - and I take exceptional care of my belongings) near the hinge. On top of that, the fingerprint reader wasn't working sometimes. I was so disappointed because I loved the feel of it. If only it just worked!

I contacted Dell support and they seemed good at first. They remotely accessed my laptop and updated a heap of drivers. The problems persisted.

I contacted them a further time and once again they remotely updated the drivers (and whatever else they did) and the problems persisted.

By now, I also had to deal with one or two incompetent representatives, one which was so bad, I made a complaint. I was later offered an apology by the reviewing Supervisor who listened to the bizarre behaviour of the rep via recording.

I sent them screenshots of all the problems and they continued monitoring my laptop (not exactly what you want when using a private computer!).

I decided they had tried enough times to fix it so I requested a replacement. However, since their replacement procedure required a gap of me not having a computer for school, I was essentially forced to buy a second laptop. Importantly, this was becoming a distraction for my studies, too, and causing me to pay double until the problems were resolved affecting my savings and banking interest.

SO! The second laptop arrived, supposedly brand new. Expecting to finally have a working laptop, I opened the box and found a laptop with an unravelled cord, a bent, yes bent screen (at least 8mm at the centre) and a dirty touchpad! What the hell?!

I put it straight back in the box! I contacted Dell, and staying calm, explained the situation, giving them the benefit of the doubt, even though the second laptop was clearly used! So, here I was with two laptops, one with major software issues, the other with faulty, dirty hardware. They offered a replacement, as well as a delay on returning the first one which I could still use (putting up with the software issues in the meantime), until the third laptop would arrive when finally they would get it right! My love for the Dell XPS design was quickly wearing thin by now.

Finally, nearly two months after my initial purchase, the third floptop arrived. The Star Track courier was meant to deliver it to my door which is untrue as I was home all day. Yet again, I had to wait until the next day to see what I would get. Well, again, the screen didn't sit flush (this time "splitting" into a three or four millimetre gap as it went from left to right (while closed) and surprise, surprise, the same green glitches! The cord was fine but the battery was nearly dead which I thought was odd considering the other two were fully charged. There were also a couple of blemishes on the outer top panel which were permanent. I decided to use it for the night but the next day, I thought, no way! Enough!

By now, I was at my wit's end. I'd been patient and courteous and I let them know, firmly, how upset I was that they could do this. Yet, I was caught in a dilemma. Even though they offered a full refund on both purchases, I would still be forced to deal with a gap of not having a computer for school which was NOT AN OPTION. I was confused as to what to do, notwithstanding the exhaustion I was going through from school. So, based on the cost compared to the Apple quotes I received, I didn't have much choice but to request (rightfully) a replacement again in the slim hope they would get it right for once! I had pretty much assumed by now they were sending me the final dregs of the XPS 15. Units which were potentially refurbs. But not even bothering to check and clean a touchpad? Disgraceful.

Well, they refused to send a replacement. I just wanted what I paid for but they made me feel like it was somehow my fault I was receiving these floptops! They said they had already sent two repalcements and that was enough but they failed to consider I actually made two separate purchases, so technically, one replacement was delivered!

It's such a shame because I actually love the look and feel of the XPS, and the 4K screen is superb. What a buzzkill!

I've since received a great quote (better then UniDays) and I'm about to buy an iMac but it won't have the portability of a laptop which I need. I don't know what to do.

Does anyone have any advice, please?! I'll be ignoring inane comments.

Thanks in advance.

P.S. Let this be a warning to anyone considering buying a Dell XPS 9560. And as far as I can tell, the 8th gen models are practically identical. If Dell managed to resolve this properly, I will galdly edit this forum post but I'd like to know if I deserve to be compensated somehow by them for the trouble and stress and distraction they've caused me. On top of everything else, they are now forcing me to delay rolling over my Term Deposit, which I add funds to every year,which is costing me more interest!

Comments

  • +56 votes

    TL:DR?

    • -57 votes

      OP's Mummy & Daddy loved each other very much, and one day…

      …and then OP brought a Dell.

      • +64 votes

        *bought ;)

        • +63 votes

          I haven't downvoted you but it looks like you've annoyed a lot of people. Maybe you should reconsider being so sarcastic and "witty" in future. There's enough comedians on the net. The internet was conceived for people to connect with and help each other, not as an arena for egomaniacs.

          As for this notion of being a grammar Nazi, well first of all, you earned my reply, playful as it was. But no, I don't buzz around the internet checking grammar. I rarely look at comments on any site… can't be bothered with all the jibber-jabber.

          Also, did you actually proof read my whole post for errors? Wow. I often get "its" mixed up with "it's" and I find it embarrassing because I think language is important and we should always be seeking to improve ourselves in all areas of life. Personally, I have no problem with being corrected, so, thanks. Anyway, no hard feelings.

        • +8 votes

          I think language is important and we should always be seeking to improve ourselves in all areas of life.

          Yes. Well in the spirit of that, I offer the following:

          (better then UniDays)

          It's pretty well known that English vowels are uncharacteristically…fluid in Victoria, but geez!

          then relates to time.
          than relates to comparison.

        • +5 votes

          @Speckled Jim: Lol. I cannot believe I made that mistake… It's a total misrepresentation, I know better. Thanks for pointing it out, though.

        •  

          @D C:

          I really want to say "you are" I really do but I won't since I make grammar mistakes all day

        • +1 vote

          @attackshipsonfire: we should always be seeking to improve ourselves in all areas of life.

          I agree thats why I am always trying to improve the length of my sex organ.

        • +1 vote

          @attackshipsonfire:

          ‘better then UniDays‘

          Since the grammar police are here, use your new laptop to find out the difference between ‘then’ and ‘than’.

        •  

          @attackshipsonfire:

          I often get "its" mixed up with "it's" and I find it embarrassing

          So does everyone else, along with typos and auto-correct doing whatever. I often notice after I hit 'post', and far from being embarrassed I don't really give a damn. It's a random post on a soon to be forgotten thread on a forum and I'll give it the attention it deserves.

          'Grammar Nazi' is just short for 'loser who need a life'.

          Not sure what the down votes are for, either the entire forum has turned loser or it's just the usual down vote pile-on. Like it matters.

          Also, did you actually proof read my whole post for errors?

          No, I have a life.

          End of the 2nd paragraph, stuck out like a sore thumb. I don't give a damn how many more errors you made, I ain't your teacher.

        • -6 votes

          @centrelink:

          I really want to say "you are" I really do but

          How'd you get to there without noticing the rest? 'Shirley' should have been a hint…

        • -2 votes

          @kriddy: 1. I was being playful. 2. I wrote above that I rarely make the then/ than mistake. 3. Yawn.

        • -6 votes

          @attackshipsonfire:

          1. Yawn

          Only a prank bro.

        •  

          @D C: Glad to see this thread stayed on topic….

    • +42 votes

      TL:DR?

      OP purchased Dell Laptop.
      Laptop unsatisfactory, as were two replacements.
      Dell will not send any more replacements, but offering full refund.
      OP wants to know "if I deserve to be compensated somehow by them for the trouble and stress and distraction they've caused me", either legally or illegally.

    • +14 votes

      Thanks, but I don't really want to spend Apple's over-inflated prices. Do you know if there are any other contenders to the XPS, please?

      • +22 votes

        Just get a Lenovo Thinkpad.

        • +3 votes

          Thanks. I'll check them out. My Uni uses Lenovo in the design faculty (as well as Dell - which is why I chose it - even though many of the computers have "not working" post-it notes on them, lol).

        • +2 votes

          @attackshipsonfire: No advice for you, but sad to hear it. I've had an older XPS 13 for about three years now and it has been fantastic - never had any issues so never had to deal with their support though, and I've seen a few issues reported with recent versions (fan noise mainly) but nothing this bad. It does put me off buying another though!

        • +3 votes

          @attackshipsonfire:

          Dell enterprise laptop and consumer is really different.

        •  

          @ely: Thanks for the comment. I think people have a right to know about what I experienced. Dell needs to realise that customers have a voice and some of us are willing to use it. I'm glad everything worked out for you and wish it was the same for me.

        • +5 votes

          @attackshipsonfire: both Lenovo and Dell make excellent business laptops, and cheap consumer grade ones.

          I had a Lenovo which developed a faulty screen. After sending a support email, I received a courier ticket in 24 hours, and the laptop was back in my hands 72 hours later, Even though laptop was an overseas model, and the repair centre was interstate.

          The secret is they don't use Australia Post

        •  

          @Superannuation: Louis Rossman had the same experience with Lenovo laptops. He poured water on his Lenovo P50 on purpose, and six months later it developed a problem. Lenovo replaced the motherboard under warranty anyway.

          Commenters pointed out that Apple has great customer service, and that you can walk into a store. He says a physical store (which you're paying for with the high initial product cost) isn't a big deal as Lenovo's service was really good, you don't have to set up an appointment with the store, and you don't have to drive to the store, park, etc. If it's out of warranty, you might have to pay really ridiculous prices to repair your device, like up to US$700 to fix the keyboard if dirt gets stuck under the keys.

          I wouldn't write off Dell laptops just because of one bad experience. I've actually had one bad experience with Lenovo's service myself, but it was eventually resolved greatly to my benefit, so I'm pretty happy.

          BTW it seems ThinkPads get better service than cheaper Lenovo products.

        •  

          @eug: Greatly appreciate the advice and going to the trouble of providing links. I'll check them out ASAP.

        • +1 vote

          @eug: …just realised your comment was directed at somebody else. Still might come in handy, though.

        •  

          Just get a Lenovo Thinkpad.

          +1 this, our Lenovo survived a toddler who constantly 'attack' it on a daily basis for 1.5 years now. The real damage so far is, water-relate-damage to the keyboard

      • +5 votes

        Yeah over priced but any problems and you can usually just swap it on the spot… or they at least don’t give you used products…

      • +3 votes

        Not kidding, get a MacBook. They are reliable. Preferably a 13 inch non touch bar model.

        • +2 votes

          Thanks. I'm definitely considering it. Also, for the fact that they have better resale value.

        • +5 votes

          I would definitely wait for WWC 2018 for Apple to potential release a updated Macbook Pro (explain why later). I personally prefer Windows because it's just much more functional and supported. Therefore i use it for my desktop at home where i can play games and do everything else (basically why i prefer android over ios too). But when it comes to laptops, Apple although a bit expensive for the specs are the most reliable in my opinion if you're purely using it for homework and business purposes. I currently own a mid-2014 macbook pro and it's still going strong.

          Here's a warning though, my sister bought the updated Macbook Pro when it released in 2016 and eventually the keyboard stopped registering some keys (ongoing issue, lawsuits and such) but it was still within the warranty period and would have cost like 700… So i'd avoid buying one now.

          So if you take good care of your stuff i'd still go for the macbook pro (the updated version hopefully). But if i didn't have my windows desktop i'd go nuts due to the limited software you can use on my laptop and gaming too.

          By the time i upgrade, hopefully the windows laptop scene will be great.

        •  

          @steven231: Greatly appreciate the advice. Hope everything works out for you and your sister. I've never used Apple but I have to say I finally took a liking to Windows and enjoy using Cortana. Saves a lot of time when I need to search definitions or some such.

        •  

          Yeah, i'll definitely be looking at a windows laptop next time! Hopefully manufacturers like Dell iron out their issues by then!

        •  

          @steven231: I'm trying to think is it worth getting the new Razer Blade 15. It has impressive specs and comes quite close to a macbook experience but without the QC. Someone on reddit also suggested to wait for the WWC to see if Apple might put in the new Vega chips in their MacBooks which I highly doubt

        • +3 votes

          Not kidding, get a MacBook. They are reliable. Preferably a 13 inch non touch bar model.

          Why a non-touch bar model. Is that because the touch bar is UNRELIABLE?

        • +2 votes

          @KLoNe: No, the non touch bar gives me 8 hours of battery comfortably doing browsing, word/excel work and youtube. Plus, its reasonably priced.

          The touch bar will give you around 6 which means you'll lug around a charger.

        •  

          The razor blade will be expensive, the previous version has reliability issues so wait to see if they've fixed their issues. Cool laptop though

        •  

          @steven231: Limited software?! I feel that way going from macOS to Windows! The package managers (homebrew, macports, etc) make macOS a much more viable platform for programming/development, on par with Linux but with a more polished foundation. Plus the platform seems to have attracted some really good third-party devs! See: https://thesweetsetup.com/

          Although I have been disappointed with Apple's hardware offerings lately. They're not even pretending to listen to their "pro" customers…

        •  

          I dont program that's why. But even as a non-professional user in those terms I can see Apple's lack of care for pro users recently. Appealing to the more general pro-summer consumers like me.

        • +1 vote

          @RandomDeviation:

          I bought a 2016 Blade 14, and would never buy Razer again. Ran so hot and noisy even under light loads, that I sold it and bought a new MBP 15.

          Heard from the buyer a few months later that the GPU died and that they were dealing with Razers terrible support.

        •  

          @KLoNe:

          i had a touchbar model. pretty much overs no functionality advantage and would happily get one without it.
          unfortunately having 4 ports is only on the touchbar model sadly.

        •  

          @RandomDeviation:

          i reckon the new razer blade will likely be more expensive than the equivalent MBP.
          any one comment on razer reliability and support?

        •  

          @attackshipsonfire: Apple's undergoing a lawsuit right now regarding the crap design of the keyboards on the new Macbooks. (https://www.youtube.com/watch?v=4KuVvb9DTaU&ab_channel=Louis...) I reckon wait for the new Macbooks or just buy an old model

        •  

          @RandomDeviation: make sure you read reviews of warranty support…

        •  

          @attackshipsonfire: once you go Mac, you never go back. Apple is expensive, but people buy it for the OS. I have a ASUS ROG gaming laptop running windows and a MacBook Pro. Got them at around the same time in 2014. Guess which one is still running like new and which one is causing me a lot of headaches?

          Yes windows laptops can have much better specs and you might be used to the OS. However, it doesn’t take long to get used to a Mac. Once you get used to that, it’s so much easier to use. Even at the end of a day you might prefer windows version of Office or maybe some softwares don’t have Mac versions, but you can get parallel to run those or worst case scenario, bootcamp.

        •  

          @jezza p:

          I have a ASUS ROG gaming laptop running windows and a MacBook Pro. Got them at around the same time in 2014. Guess which one is still running like new and which one is causing me a lot of headaches?

          I've gotta say, you can't compare a home gamer laptop to a business-grade laptop like the MBP. You should be comparing something like a ThinkPad to the MBP.

          As I mentioned in another post, I just retired a ThinkPad X61 from 2007 a few months ago. It still works fine running Windows 10, but gets a bit slow with a certain spreadsheet.

        •  

          @steven231: Thanks. Sorry for late reply, been dealing with assignments… Yes, I've heard about the issues and and many people are waiting for an upgrade to the MacBook Pro. Unfortunately, the only new hardware WWDC offered was Apple watch straps and iPhone cases which has shocked a lot of people (considering there wasn't even a mention about the iMac Proc, Homepod, etc, etc).

          I'm so close to buying an iMac but I need portability so I feel stuck. Dell are still offering a refund but they are delaying the pick up of the second and third laptops which is annoying me to say the least. I have arranged for them to pick up the first once I have purchased a replacement. I have also asked for a partial refund for the first and have been waiting five days for a reply. I asked because someone commented that they received something along those lines. I thought I could just do afresh Windows install and cross my fingers.

        •  

          No! if you're going desktop then buy parts and build yourself, pcparkpicker is a place to start. It's not too difficult to assemble a computer yourself either. Never buy imac if you're going desktop, the only Apple product i can condone purchasing is a macbook. If you have any more questions feel free to ask, but there's plenty of resources out there.

      •  

        I can’t see the dell XPS being much cheaper anyway

      • -1 vote

        Have you looked at the Razer Blade series?

        •  

          Somebody else recommended it. I will look into it, thank you.

        • +1 vote

          @attackshipsonfire:

          You’re complaining about Dell support and want to look at RAZER???

          I bought a 2016 Blade 14, and would never buy Razer again. Ran so hot and noisy even under light loads, that I sold it and bought a new MBP 15.

          Heard from the buyer a few months later that the GPU died and that they were dealing with Razers terrible support.

        •  

          @Mitch889: Like I said, I will look into it. I can't have an opinion about something I know nothing about. Appreciate you letting me know about the problems you had with Razer, though. You sound as frustrated as I have been.

        •  

          @attackshipsonfire:

          Apple, Lenovo, or even Dell Latitude series.

      •  

        I've got a beautiful HP Spectre x360 Rosegold/bronze edition. No issues

      • +1 vote

        I used to be in the "i hate macbook!!!" camp until I learned about the resale market on these. $2000 upfront seems like a lot but you could likely resell that at like $1500 within 2 years.

        That being said I hate dealing with gumtree buyers / ebay / shady people in general so I just spent like $600 on a used Thinkpad T460S. Incredible specs, touchscreen, only real issue is the battery life.

        •  

          Resell value may have been a thing in the past, but the new keyboards will just fail the moment your warranty runs out and require pulling the whole device apart to replace.

        •  

          @Rysta:

          If you want to change a keyboard on any of the current XPS's you need to remove about 50 screws and the majority of them are under the motherboard to hold the keyboard on. It's fantastic.

        •  

          @vjay: Not sure what your point is, but 50 screws isn't a big deal - at least you can actually replace it with just a screwdriver. So many people dislike the new MacBook keyboards which have a higher failure rate and what seems like a flawed design, it could actually affect resale value in the future. It can cost up to US$700 to replace the keyboard. Three class-action lawsuits have been filed over the MacBook Pro keyboard.

          https://www.reddit.com/r/apple/comments/83frmc/macbook_pro_2...
          http://bgr.com/2017/10/19/macbook-pro-2017-keyboard-not-work...
          etc

        •  

          @eug: My point is for most people stripping down a laptop to swap a keyboard out without breaking anything is beyond what most people think about when replacing a keyboard.

          The most common reply to someone who says they have a faulty laptop is "swap it out, it's easy" because they assume all keyboards are held in with 2 screws and can be removed from the top.

          I can do it in less than an hour without looking at the manual because I've done it multiple times.
          I wouldn't assume most other people can though.

        •  

          @vjay: Right, the confusing part was that you were replying to a post with someone saying the MBP keyboard will probably fail out of warranty, with a post saying that the XPS keyboard is difficult to replace.

          Rysta was just saying the resale value of MBPs might be affected by the whole keyboard debacle. Replacing the MBP keyboard is no easy task, which makes it even less attractive. That has nothing to do with an XPS or any other laptop.

      •  

        clearly not over inflated in your scenario,

        Apple, if there a problem, you take it to a genius and it will replace it.

      •  

        Not sure about the price but Microsoft's surface laptop must be in the same budget. I have the surface book and it is absolutely amazing. Also, stay away from Asus and HP. They both break down easily.

      •  

        Lenovo Ideapad 720s? I have the 710s and it's been great. Or the ThinkPad if you don't mind a little heavier.

  • +10 votes

    Do you have Dell's 24/7 Premium Service? If you do contact them through the support assist app and they should send a repairs person to your house to fix the issue free of charge. I've had my motherboard and battery replaced many times without an issue within 3 to 7 days depending on how long they would need to import the part.

    •  

      Yes, I do. They haven't suggested it. I've been trying to sort out the problems from the first laptop by myself by updating drivers. There seems to be an improvement, no muting or green glitch issues, but it's only been a day since I did this. I'll look into your suggestion, though, thank you.

    • +1 vote

      Sorry OP. It's a real painful process.

      I Agree with No Username. Premium Support, I used them when my XPS had video issues.

      If you registered your Dell, you'll automatically be placed with Premium team when quoting your product ID.

      Spent 3 days on the phone with each of their escalated teams (all were Australian based, this is the Premium team).
      They sent a technician 5 days later (had to parts to the contractor) to replace components for my system. Laptop works well now.

      While it was a bad service experience (8 days to get a fix), they did fix the system.

      Your best bet might be to get your refund and buy a new one. The technician told me the XPS has a much lower call out rate (but that could be that XPS's don't occupy that much of the market).

      •  

        Appreciate the advice and info. Glad your unit is now functioning properly. There is definitely a cloud over Dell as to their QC, though, it would seem.

  • +3 votes

    Cliff Notes

  • +23 votes

    There is a guarantee that the laptops supplied are of acceptable quality, Dell breached S 54(1)(a) and you are entitled to a refund since it is probably a major failure under S 260 "the goods are substantially unfit for a purpose for which goods of the same kind are commonly supplied and they cannot, easily and within a reasonable time, be remedied to make them fit for such a purpose" Legislation referred to are from Competition and Consumer Act 2010.Therefore don't feel bad for getting a full refund.

  • -3 votes

    Dell XPS line is rubbish. Overpriced junk and the Indian support staff are terrible to deal with. Get a refund and buy something else.

    • +2 votes

      It's a shame because they look and feel great. Apparently, the success rate for customers is 50/50. I hoped I'd be one of the lucky ones… I truly get the feeling they are selling off their returned, faulty stock and claiming they are new.

      •  

        I have the 9560 but FHD, had a problem with the space bar adding extra spaces but they fixed it on site. None of the other problems you described though so lucky me

        Not sure on what you’d be entitled to I’m terms of compensation but I imagine it would be limited to a full refund (which you are completely entitled too)

    • +11 votes

      Bullshit. The XPS line have some fantastic reviews and are great laptops. I have a 9550, the revision before OP's and it's the best laptop I've used, in terms of build quality, performance, and design (and I've used a lot personally and professionally).

      Also Dell's support is generally regarded pretty highly as far as I'm aware; my experience with them has always been good.

      I have to wonder whether OP bought a refurbished unit originally and the replacement was also a refurb…

      • +4 votes

        Happy with my XPS, but it's an older one. I've also bought a refurbished Dell before and it was fine, indistinguishable to a new one in that case at least.

        •  

          Good to hear and yes, it reiterates what I've discovered about Dell's 50/50 success rate.

        • +1 vote

          Yes me too. I've had refurbished and new Dells, and also purchased many for friends and family. I actually bought a refurbished XPS15 9550 for my Dad at one point and it even came with 2 year extended warranty (not that I think it's necessary in Australia anymore with our Consumer Rights Laws).

        • +1 vote

          @attackshipsonfire: I'm going to call foul on the 50/50 as well.

          We've bought five at the office so far this year (I've used and set them all up) and no problems with any of them.

          I've heard similar problems from mates at other companies (specifically receiving used parts/machines where new should have been received), but at least there IS support and you CAN replace parts. We are replacing Surface Books, where if there is an issue you need to swap to a new machine.

      • +1 vote

        Actually, the first laptop was bought via Ebay, "Brand New". The second via the Dell site, "Brand New". Both priced accordingly. Don't understand why you would assume otherwise. Just because you had a good experience with Dell, doesn't automatically mean everyone does.

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