So last October I bought a brand new Dell XPS 15z laptop from the Dell website, after on a whim clicking on their "chat to our sales team" button I said I wanted to buy the laptop, I had already researched the heck out of it and was going to buy it regardless, but just asked for a discount. The person gave me their e-mail address and said we couldn't talk about it on the chat, she rang me then told me to place an order. I then had to ring up to cancel it, she would then be able to give me a quote for some money off. It all sounded bizarre but whatever, I was getting $500 off and assumably she got some commission off the sale.
So I bought it and it arrived like 2 days later. The laptop itself is great, exactly what I wanted and has served me great.
That was up to 2 weeks ago, where the PC overheats and just shuts off with no warning when playing any game, I rang the special XPS support line, I was placed on hold for 40 minutes. I gave up and hung up.
I tried again the next day but in the morning thinking the phone line would be less busy, 2 rings and straight away a man with an Indian accent picks up the phone asking how he can help. I quote my service code and he says ok no problem, what's the issue. I explain to him my problem and he says no worries, someone will call me within 2 days to sort out a date to fix it. I can handle that.
During these 2 days my PC continued to overheat just doing anything, opening media player etc. I turned it on in the morning and a line of dead pixels greeted me right across the middle of the screen... good news is, Dell was already going to call me, so no biggie.
Two working days passed (which included a weekend) and I receive a phone call as promised. The man said a tech would be out to fix my issue, I said "ok, but do you want to know my issues" gearing up to explain that I now had additional problems, however he was blunt "no, that's fine we will see you on Wednesday" and hung up.
So, yesterday as expected an Indian knocks on my door with a small parcel in hand, I let him in. I explain I also have a line of dead pixels in my screen and he says he wasn't informed of that so I would need to call again to have that issue fixed. I understood but boy oh boy I wish that guy on the phone would of let me get a word in.
So he spends 40 minutes trying to open my laptop, I couldn't see what was troubling him but he was having a seriously hard time, sweat dripping from his head and he kept muttering "oops" finally, the case opened and he proceeded to take the heatsink off my CPU. he opened up his parcel which revealed another heatsink which looked exactly the same as my last one, no replacement fan or anything... just the heatsink. Perhaps they had a lot of these things doing this issue so they knew the heatsink would be the issue, I don't know.
He swapped them over and attempted to put my PC back together, I let him do his business and he comes up to me "Do you have any superglue?"
You should of seen my face, holy... shit... "No, I don't have any superglue, what's wrong, why do you need superglue?" Turns out he had snapped two of the little rubber feet on the bottom when he took them off to undo the screws lurking underneath them.
I told him not to worry about it and I had to call about the dead pixels anyway, I would just let them know about it then. So he shows me the PC, and the entire silver chrome lining around the pc is not sitting right, it is totally loose and just floating there, the surround around my screen has popped out around from the LCD, the dead pixels are all up in my grill and it turns out the original issue of the PC overheating is still an issue, replacing a heatsink with the exact same heatsink turns out does f*ck all...
I take the time to bring up another issue with the laptop that till now I was willing to cop as "general wear and tear" which is around where my left palm sits on the laptop, the chrome nice polished finish has come away, and has a rough "scratch" like feel to it, it's visibly noticabe and often it hurts to rest my hand on it, but I bring it up now and he says that if I mention it, I should get a new one if I use the word "rust".
So I ring Dell again this morning, I explain the entire Saga, and we repeat all my issues. So they tell me within two working days someone will call me to arrange a technician to come out. I ask if I can take the laptop to them instead of waiting and he says no that isn't possible.
So... to be continued I guess. I'm not exactly angry at anything, it's not like they aren't covering their warranty, and it's not like it's a bad product...
It's just.... a little rough around the edges.
No comments:
Post a Comment