I purchased a Dell XPS 17 in August 2022, investing in what I believed was a top-tier machine with 4 years of Premium Onsite Repair and Accidental Damage Protection. As someone who relies on my computer for mission-critical client work, I chose Dell for its reputation, service promise, and performance. Unfortunately, this experience has proven to be one of the most frustrating and disappointing technology purchases I’ve ever made.The Start of the IssuesShortly after purchasing the system, I began experiencing intermittent blue screen crashes. Over the course of 2023, Dell replaced multiple components—including two separate motherboard swaps—but the issues persisted. I continued troubleshooting, working through BIOS updates and submitting diagnostic data per Dell’s instructions, with no lasting resolution.The Breaking PointIn early April 2025, the system failed again—this time right before a major $20,000 client engagement. Dell authorized another motherboard replacement, but the technician didn’t show up for the original appointment, then arrived on the wrong day, and then no-showed again. When a technician finally did arrive, he worked for over five hours, replaced the motherboard, scratched the case severely, stripped multiple screws, and ultimately left my laptop in non-working condition. The fans were stuck running at full speed, the system was overheating, and it would not power on at all.That alone would have been unacceptable. But because the screws had been stripped, when a second technician came to try the replacement again, he couldn’t even open the case to complete the repair. Dell acknowledged the damage, apologized—but offered no effort to remedy the physical damage or the failed repair.I Had to Buy a New Computer Out-of-PocketFaced with no working system and an imminent client trip, I had to purchase a new laptop out-of-pocket just to fulfill my contractual obligations and avoid irreparable harm to my business. Dell’s delays and inaction left me with no other choice.Dell’s Ongoing Failure to DeliverDespite being fully aware of the urgency and the financial impact, Dell has continued to stall. I was told a system replacement had been approved, but for eight days, all I received were vague updates stating “no suitable inventory” was available. As of their most recent message, I was told it would take another 2–3 business days to even locate a potential replacement.At that point, I requested a full or partial refund to help offset the cost of the new computer I had to purchase. Dell refused, citing the fact that my system was “2 years and 251 days old”—completely ignoring the fact that it was under a 4-year onsite warranty and the repeated service failures leading up to this point.Their only offer was a 2-month warranty extension—a meaningless gesture given the circumstances.The Bottom Line • I purchased a premium Dell machine with premium support. • It failed repeatedly. • Dell’s repairs damaged the laptop further. • I had to purchase a new system out-of-pocket due to Dell’s delays and failures. • Dell has not replaced my laptop, refunded my money, or taken meaningful accountability.This entire experience has been a case study in poor customer service, unacceptable delays, and complete failure to stand behind a product and warranty. I am deeply disappointed in Dell, and I would strongly caution any business professionals considering their systems—especially if you rely on your equipment to do your job
