I purchased a DELL XPS15 Core i9/32GB/1TB SSD on the 8th of June 2018, directly from Dell for a discounted sum of $3689. (RRP $4499) I bought it for my web work where I regularly am out of office working directly with my client, and my photography work to use it for tethering to my camera during shoots etc. For it’s time it was a hugely powerful laptop with a stunning 4K screen, perfect for my needs. However, when it arrived, it arrived with a mark in the screen, as if there was something behind the screen pressuring it, and that area showed up with a white blotch that stood out like a sore thumb.
As I had work on at the time, I needed to use it as I has already offloaded my previous laptop, so I put up with the problem for a couple of months. So the first Support request was to replace the faulty LCD screen. The screen was replaced and the support service was fast and I was happy with it. Some months later I decided to upgrade the wireless card in the XPS to the new A6 wireless card from Killer so I made the purchase, and when it arrived I started to try and open the XPS up to fit the new card. I discovered that the technician who replaced the screen had either over tightened or cross threaded one of the screws under the service flap, to the point where he had destroyed the head of the screw and as such, I could not open the laptop to change the wireless card.
I contacted Dell support on 23rd August 2019, two months out of Dell Warranty, and given it was Dell’s fault, and that Australian Consumer Law dictates a two year warranty on the laptop regardless, Dell agreed to send out a technician to remove the screw for me. The same technician came that replaced the screen, and was not able to remove the screw and told me the laptop would need to go back to Dell for removal. So the process of returning it to Dell began, and in what can only be described as farcical, it took about a week of back and forth just to get the required documentation for the return process. The laptop was shipped to Dell on September 2nd, and then returned to me on September 10.