Very disappointing experience with Dell – both product quality and customer support.
In December 2022 we purchased a Dell XPS 13 Plus laptop for our daughter, who is a university student. We deliberately chose a premium device because Dell promotes the XPS line as high-quality and durable.
After only about three years of normal use, the display cable in the hinge area has broken. According to an independent repair shop, on this model the cable is integrated into the complete display assembly, which means the entire screen has to be replaced if the cable fails. The estimated repair cost is around €700 – effectively making this a total economic loss for a premium laptop after such a short time.
What was even more disappointing was the interaction with Dell support. When we contacted support to ask whether a goodwill solution might be possible, the phone representative was very dismissive. We were told that such damage “can happen” and the blame was indirectly placed on the user. There was no real attempt to review the situation or offer any assistance, and the call was ended abruptly.
For a premium product and a global brand like Dell, we expected a much more professional and customer-oriented response.
We chose Dell because we trusted the brand and expected long-term reliability and good service. Unfortunately, after this experience, we would seriously reconsider that decision in the future.
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Dell leverer tilpassede computerløsninger og servicer til virksomheder og private brugere.