Complaint / review text:
I purchased a Dell studio XPS 16, which was Dell's top of the line laptop at the time. I received the laptop in about 10 days and setup was easy. I was able to configure the laptop with no problem. I noticed that there was a strange flickering and faint black lines on the monitor screen. I tried troubleshooting the configuration and the problem did not go away. I decided to wait and see if it got worse and it did. The screen would flicker and then go to black. This started happening repeatedly. I contacted Dell's customer service department, which is in India. I had a fruitless exchange of information for over 4.5 hours, which resulted in someone accelerating the call to customer service (this time in Texas, US).
After speaking to the person there, I was directed to Dell's gold customer service support since this was a Studio XPS (their top of the line laptop). I was told by a gold service customer support person that they were not sure what was wrong with the computer. I suggested that they send me a replacement laptop since this was practically new. We had a back and forth when I finally asked to speak to the person's manager. He refused, telling me that it would not change anything. I was pretty irritated by that point. I hung up and called right back to XPS gold support. I got another customer service person and asked immediately to speak to a manager, and she complied.
I told the manager everything that transpired. The manager then scheduled a repair of the laptop. Dell sent a person to my location (over 2 hours away from the nearest medium sized city). The technical person had to replace the motherboard since the video card is imbedded in the motherboard. The problem persisted with the laptop. I contacted Dell's XPS gold customer service again. After they looked into the problem ticket, they issued me a new computer. I received the new computer about 7 days later. After setting the replacement laptop up, I have had little problems.
I will, however, never ever call Dell's customer support people in India. They were of little help and seemed to make the situation more frustrating from a general lack of English comprehension and guessing what I had meant. From now on I am purchasing laptop from ASUS on which I am typing this now.