Dell XPS 8960 issue

[CanDoASign4U]

Long story short, I purchased a Dell XPS 8960 in June 2024. On July 24, 2024 I started the computer only to see a problem with the heatsink in the 8960. Immediately got in contact with Dell technical support and they scheduled an onsite visit to replace the part(s). Later that same day I received an email stating that the part was on back order. Today is August 15th, 2024, 23 days after the problem and still no resolution of the issue. Throughout this time I have been repeatedly been given dates that the part would be available only to find out that was false information. Today they moved the expected date for the part to be available to September 19th. Now think I might return the unit and get another computer from another manufacturer. Just curious if my fellow letterheads have any suggestions or preferences. My software includes Flexi design and the Adobe Creative Suite.

 

[Bobby H]

I have a slightly older Dell XPS desktop system and it has been working like a champ. It sounds really unusual for Dell's support people to be giving you the run-around like that. I thought all these COVID-related supply chain hassles were finally getting solved. Or...I kind of wonder if the replacement part is really on back order or is the thing that's on back order the guy who is supposed to arrive on site and install the replacement part?

I don't remember if Dell's product return limit is 30 days or 90 days. If you are able to return it I'd certainly consider doing so, or at least call Dell's people and say you're going to push for a full refund. They shouldn't be dragging their feet to fix a problem in a brand new computer system.

 

[CanDoASign4U]

I agree Bobby, the Dell Support people started out great and then the train of lies regarding when the part would be available started . Personally I think it is bigger issue of part failure with many new XPS computers using the liquid cooled heat sink unit. You can never get them to commit to that, but I've been seeing more than a few online with the problem. I ask if they were still building the XPS 8960 and they confirmed they where. Then I ask why they could take the part from the build line and they said they couldn't do that. Guess they have my money and can make more money by continuing to ship the computers. I too have an older XPS which has served me well and continues to do so, otherwise I would be out of business,

 

[balstestrat]

At least when it comes to PCs you can always build your own. No need to deal with manufacturer support, you can take the full control of everything.

 

[Texas_Signmaker]

If you're still in the return window, do that and get another one. Let them figure out their parts problem.

 

[Jean Shimp]

Sorry to hear that. I have been using my Dell XPS computers for several years without incident. I am getting ready to start shopping for a new computer and was considering a new XPS. I'll think twice about that after hearing your problem with Dell's support. I would return the computer after all those delays, no telling when it will actually be fixed. Did you buy it online? Would it be better to buy it from a retail outlet like Best Buy for better service/support?