Dell XPS 15z

ChrisD.

ChrisD.

ChrisD.

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Joined
20 Sep 2006
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I ordered the i7 version of this laptop and I had to wait 8 or so days for it to turn up.

It arrived and it rocks on my desk, like when I put my left wrist on it to type it rocks slightly to the front left. I think the front left foot is like 1/10 of a mm smaller than the other three. as a folded bit of paper sorts it out.

I complained to Dell and they want a photo of it?!? Trying to explain to them that taking a photo is nigh on impossible, is well, impossible.

I think I'll end up having to take a short video. Am I being unreasonable to complain?

BTW, I love the laptop. It's VERY fast, the screen is superb (puts me Dell 2407WFP to shame :( ) and it looks awesome.
 
I have the i5 xps 15 and love it. I would not say it was unreasonable to complian at all. If mine did that I would be quite anoyed by it. Dell are quite hard to complain to. In my experience its all down to the person you happen to be landed with when you call on how helpful they are. :s Best of luck mate.
 
I'd agree with NeverWinter, do check its not your desk before you go around complaining at Dell. Could be quite embarrassing should you be wrong. That said, by all means complain if its genuinely the laptop. Personally'd be inclined to remove the foot and put a packer in before gluing it back on - would take minutes rather than the inevitable 2 weeks+ turnaround you'd get with Dell.
 
It does it on my desk, my coffee table, my desk at work and on the Dell box itself.

They want a photo of it still? I sent them an email back explaining everything and I've not heard anything in 48 hours.
 
Well they just got back to me today to say that a replacement 15z is on its way to me and I'll receive an order update soon, and mine will be collected on the 29th.

What's the easiest way to factory restore mine?
 
Glad to hear a glowing report of the performance as these laptops look awesome. Nice one on getting a replacement too.

Factory reset... Is there an option in the startup sequence to go to recovery?
 
I'll have a look later, off out for some dinner in a moment. There is a recovery volume in diskmgmt just no CD in the box to boot to it.

It's been a long time since I've had to recover a laptop the way the manufacturer intended, I normally just delete the volume and put my own vanilla build on laptops, but thought I'd wait with this one.
 
Dell eventually sent me some replacement covers, and told me to fit them myself.

A few weeks later, my screen developed a small line of red pixels, which after 12 hours went from edge to edge.

They then sent an engineer to replace the screen. He then picked up a fault with the palm rest and silver trim that runs round the edge. Cue more phone calls and another engineer.

The wireless performance is pretty rubbish, not so much on the latest drivers, but still poor. It was nigh on unworkable with my Superhub.

Finally, even sat here, not in game, the fan is going like the clappers. When in game, it turns into a wind tunnel, so going to buy a laptop cooler. And that silver trim mentioned above, isn't exactly a snug fit.

The performance is blistering and it looks good, but apart from that, the laptop isn't all that great. Build quality and overheating just make me want something else. Totally not acceptable for over £1000.
 
I have seen reviews for the 15z, all of which comment on the heat issues with this machine. One guy even complained about it turning off when gaming.

I used to own the M1530 xps, I am afriad they were built properly then but now it seems that they have gone downhill.

If I was you, id game on it and see if you get these issues, and if so tell dell you want to return it.
 
The Dell engineer that came to replace the screen said that the normal XPS is a much better built laptop and the 15z has been causing no end of issues.

I've had it around 2 - 3 months now, surely they wouldn't let me return it?
 
MilanoChris said:
The Dell engineer that came to replace the screen said that the normal XPS is a much better built laptop and the 15z has been causing no end of issues.

I've had it around 2 - 3 months now, surely they wouldn't let me return it?
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depends if there are any non-fixable issues or you can demonstrate that the quality is so poor in general it is not fit for purpose or varies significantly from how they market it.

with relatively little effort and complaining, you may get them to swap for a different laptop or give a credit voucher.

with pushing and threat of small claims you may get a refund. have you got a 3 year warranty?
 
mrk1@1 said:
depends if there are any non-fixable issues or you can demonstrate that the quality is so poor in general it is not fit for purpose or varies significantly from how they market it.

with relatively little effort and complaining, you may get them to swap for a different laptop or give a credit voucher.

with pushing and threat of small claims you may get a refund. have you got a 3 year warranty?
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I've just got the standard 1 year warranty as then I'll be getting a MBP and this will be given to the missus to use, any other defects will be claimed on the home insurance.

I've just bought one of these to cope with the heat and I've always wanted one (plus I like the angle the laptops sit at when on one).

Not sure I want to talk to Dell again tbh, they are hopeless.
 
MilanoChris said:
I've just got the standard 1 year warranty as then I'll be getting a MBP and this will be given to the missus to use, any other defects will be claimed on the home insurance.

I've just bought one of these to cope with the heat and I've always wanted one (plus I like the angle the laptops sit at when on one).

Not sure I want to talk to Dell again tbh, they are hopeless.
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ah, the fun dealing with dell.

start putting things in writing to them and send recorded delivery, quick hunt on google etc should find you their uk exec office and address to their sales/marketing/CS director even if this is generic rather than a name.

i would suggest you do this, list everything that is wrong with it, all your concerns, issues found / fixed already, any costs associated with calls and request a refund based on the laptop not being fit for purpose and not to your expectations based on marketing and information provided at point of sale + reimbursement for any costs. you are essentially expecting a MBP beater and high quality (not just high performance) premium product with one of these by how they sell it.

even if they do not refund you have at least got an initial complaint in writing to the right person / office

don't bother calling
 
Bump.

I sent an email to Josh Claman at Dell (think he's the CEO in the UK or something), and I got a call back within 2 hours offering a full refund, zero hassle.

Now looking at other laptops.
 
To be honest, I wanted a portable powerhouse that looks good and can play the odd game now and again. The Dell is good, but the silver thing around the palm rest is once again loose and I have lost all faith in the laptop. :(

I think I save a bit and give a MBP a try.
 
I am having the same problems with my Dell XPS 15z that I bought 2 months ago. I have been putting up with the heat, trackpad, and other issues until last week a red vertical line appeared. I have spent 2 days on the phone with Dell.

MilanoChris - What did you say in your letter to get a refund?

I purchased my laptop in the states and am now working in Spain which makes customer service a bit more complicated.

I just want to get rid of this computer!
 
I've decided to put up with it for now. They offered me a full refund, an exchange for an identical unit or repair of the existing laptop.

I went for the repair option and asked for an increase in warranty which they awarded, was an extra 3 months.

I sent an email with the service tag as the title to [email protected], I'll just paste what I sent:

Hello.

Please process a request for refund on the above service tag.

Numerous items have been replaced yet it still is not fit for purpose.

It overheats and the brand new palm rest is starting to fail again.

Many thanks.
Name
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The chap I was dealing with was Jacob Isaac - [email protected]

Their phone customer services is shocking, but once I sent the email to Josh, everything was sweet and they were very professional about dealing with the issue.
 
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