Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.   Update November 18, 2020 = A DELL-Cares agent setup a depot repair.Update November 29, 2020 = Repair was done at Depot. PC shipped back to customer.Update December 1, 2020 = PC arrived at customer location.
I ordered a XPS 8930 on March 31, 2020 and received it in April. All well until 6 months later in October when the PC started to behave erratically. But was difficult to determine whether it was the PC or software or monitor. And then problems started. Thursday 5-November-2020, Dell Support Assist detected a hardware issue, but no specific details were given and suggested to contact Dell Support. I rang Dell Support immediately but after 2 hours or so the operator was unable to provide a fix, so she decided to send an engineer to check the PC next day Friday 6-November-2020 while waiting for the engineer to arrive I switched the PC on, and I executed Dell Support Assist. No problems were reported this time and the PC was working fine. The technician arrived and I told him that the problem has – somehow, seemed to disappear but he decided to check it anyway. The first thing he did was to try to access the boot menu by pressing F2, then F12 but to no avail as the PC was not displaying the Dell logo on reboot. After several failed attempts, he requested either another monitor or a cable to try. He connected to my spare Dell monitor and again he was unable to get to the boot menu. The technician then decided to replace the graphics card but same problem again. And then he replaced the motherboard and the PC died! He was unable to even switch the PC on! Now after the expert intervention I have no PC, and I was left with a useless metal box filled with expensive dead electronic components. The technician reported back to Dell Support and I was told they would send another engineer (with additional parts) on Monday 9 November. Luckily – I thought, I contracted Pro Support Plus next day in-situ. Uff! Monday 9-November-2020 PC still dead and waiting for the engineer to arrive. Around 13:30 no news so I decided to call Dell Customer Support. And I was told the technician was on the way and he would be at my place within 2 hours. Around 17:00 no news so contacted Dell Support again and was told that they were trying to obtain some spare part. I was promised the problem would be escalated, given priority, blah-blah-blah. I wasted the full day and Dell does not bother or care to inform the client that there is a delay. Exceptionally good Customer Services … NOT! Tuesday 10-November-2020 No news. I checked the online status of the service request and still shows “engineer will arrive Monday 9 November…”. Obviously, information not updated. Wednesday 11-November-2020 Still no news. And the service request still showing the same information as Tuesday. Once again phoned Dell “Customer Support” (?) and similar bull… There is a missing part, we can’t give a date, blah, blah, blah. Dell already changed the motherboard and the graphic card. What is next? The metal case I suppose. The lack of care by Dell is beyond the pale. This experience with Dell is wearing me down. I feel totally frustrated with me begging every day for information about fixing an expensive PC. And on top I decided to buy the 4-years Protect Plus guarantee! What a joke and what a waste of my money!
Appalling repair service and useless ProSupport Plus