Dell Watch: Apparently they hate their customers

image The saga continues. It has now been 5 months since I ordered a Dell XPS 720, and the system suffers frequent unexplained bluescreen crashes. I’ve talked to uncountable tech support techs. I still don’t have a working computer.

Since the last time I described my problems with my order, Dell told me they could not exchange my system for a different model; they would only swap it out for the exact same specifications. So they sent me another XPS 720, which I decided to set up in the most scientific manner possible. I created an Excel spreadsheet and logged every single thing I did to the system. I noted every app I installed or removed; when I rebooted; when I changed the screen resolution; when I installed a peripheral. I discovered that my first bluescreen was a mere 5 hours after unboxing the system, and I had done nothing more complex than uninstalling crapware and installing Microsoft Office 2007. As time went on, I noted the bluescreen error code of every failure.

Want to see the details? You can grab my spreadsheet and read it for yourself.

After the first bluescreen, I called Dell XPS support, and the tech promised, after investigating my issue, that he’s escalate my problem to level 3 tech support and I’d get a call back within 48 hours. That call, of course, never came. I waited a few days and tried again. A second time, I called and let the level 1 tech tell me how easily he would solve my problem with some inane solution like running the hard disk error check utility, and eventually he agreed to upgrade me to level 3 support–with that mythical call back after 48 hours.

No call came. Lather, rinse, repeat–I’ve called Dell four times now, and four times I’ve been promised a call back with level 3 support, and each time I am glad I didn’t cancel any special dinner plans to wait by the phone, because I’ve never gotten any kind of call back.

So after 5 months, what am I to do? I am genuinely stumped. Dell apparently has no "customer advocacy" department designed to solve problems like mine. They won’t call back. They don’t give a shit. Keep in mind that I spent over $3000 on this system.

5 Responses to “Dell Watch: Apparently they hate their customers”

  1. #6 Says:

    So… what’s the latest? Did you get it fixed?

  2. Mike Stone Says:

    Dave - I’m on my second XPS-720 same problem. Spent hours on the phone with technical support, no change. I bought the extended warranty and next day hardware replacement - their guy made 3 trips to my office to work on the first machine before they replaced it. Second machine as bad or worse than the first.

    This is a flawed design. I think Dell may be exposing themselves to a class action lawsuit if they don’t replace these machines or send out a repair kit / fix.

    Too much money on a non-functioning machine.

    Maybe we should start a “XPS Blue Screen” website and see how many other people have this problem.


  3. David Says:

    This probably seems kinda obvious, but I’ll mention it anyway. I once had a Dell from Hell–only one of them; I never bought a Dell again. I had problems similar to yours. After three months of frustration, I bought a clean OEM copy of Windows from Microsoft (back in the days when they sold them for $35), wiped the computer, and reinstalled using the OEM disk. No more problems. I found out later that Dell (and most other manufacturers) muck around with various system files, in addition to loading their machines with crapware. These days, I get my OEM copies from NewEgg, and I try to buy my computers with Linux installed, to avoid paying the Windows tax twice.

  4. greg thompson Says:

    I have been totally ripped off by Dell and Best Buy…bought a Studio laptop and it is a piece of junk. Has anyone tried to get help from FTC or a lawfirm specializing in class action suits?

  5. Harrison Says:

    I bought a Dell Studio 15 with 5 YEARS EXTENDED WARRANTY and the hard drive failed and i rang them and they said that they would ring the next day at 10am so they can get someone out there that day. of course they didnt ring. I rang them bak at 12 and they said that they would ring on monday, which is today, at 10 o’clock again. its only 8:14 but i bet they wont ring.

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