In July 2024, I purchased a Dell XPS 15 9530 laptop (Service Tag: FB81P34), a high-end device costing over $2,000, expecting it to be a reliable tool for my professional needs. Instead, the laptop was riddled with defects from the start: screen flickering, distorted audio, power warnings, and an unresponsive trackpad. Initially, I managed by using headphones, an external monitor, and an external mouse, but the problems persisted. After 77 days, I reported the issues to Dell, confident they would provide a solution.Dell’s response involved extensive troubleshooting and diagnostics, consuming hours of my time. A technician replaced the screen, resolving a single pixel issue and the flickering, but critical problems like the audio distortion remained. Despite months of effort and detailed evidence, Dell refused my requests for a replacement or refund, citing their 30-day return policy.In December 2024, Dell escalated the case to their depot service, requiring me to send the laptop for repair. Initially, I planned to ship it from Ottawa, but because Dell delayed the process with repeated remote troubleshooting, I brought the laptop with me to Edmonton for the holidays. When they finally requested the laptop, I provided my Edmonton address for the shipping box. Dell promised a five-business-day repair turnaround.While the laptop was at the depot, Dell contacted me to seek approval for an Operating System Reinstallation (OSRI), which I reluctantly approved after explaining that this solution had already been attempted in the past. After 11 business days since shipping, I followed up, calling them out for taking more than double the expected time and highlighting how significantly this delay was impacting my business. Instead of addressing my concerns, Dell stopped responding to my emails and immediately shipped the laptop back to Edmonton without any communication or confirmation regarding the repair or testing process. By the time they shipped the laptop, I was already back in Ottawa. The proper approach would have been to confirm the shipping address first, but this step was entirely ignored.Throughout this ordeal, I corresponded with several Dell representatives, including Saikrishna S, Mavuri Hemanth, and Swapneel Kajale. Despite their initial engagement, none of them have responded to my recent emails. Their silence has left me with no way to address the unresolved issues and demonstrates a lack of accountability from Dell’s support team. This failure to communicate has only exacerbated the frustration and further delayed any potential resolution.This situation has had a serious impact on my business. The countless hours spent troubleshooting, following up with Dell, and trying to manage my work without a reliable laptop have been exhausting. As a high-end laptop, the Dell XPS 15 9530 was meant to meet my professional needs, but the persistent issues have forced me to consider purchasing another laptop, further straining my finances. The disruptions caused by Dell’s mishandling have resulted in lost productivity and missed opportunities, compounding my frustration with their inability to provide adequate support.At this point, the repair status of the laptop is entirely unclear. It remains in Edmonton while I have returned to Ottawa. Dell has not responded to any of my emails, leaving me without a functioning laptop and no way to resolve the situation. This mishandling has caused significant disruption to my work and eroded my trust in their brand.Dell’s refusal to communicate or take accountability for this ongoing ordeal is unacceptable. At this stage, the only reasonable resolution is a full refund for the defective laptop and acknowledgment of their mishandling of the situation.
