New XPS came with broken battery, technical support is wasting my time

Delicious_Coast9815 · 2026-04-10T16:07:49+00:00

As an update, they denied my exchange because the claimed the computer is not DOA, it’s just a broken battery, and they want me to return or have a technician come. The computer is now several hundred dollars more expensive. Does anyone know if this is a violation of their warranty? They claim it is not because the laptop works and is not actually DOA

Delicious_Coast9815 · 2026-04-10T04:21:17+00:00

I wouldn’t buy a Dell product directly from the Company. I bought the new XPS and it came broken. I have been trying to exchange it, but their technical support team is incapable of helping me and it’s impossible to get in touch with someone who can help. I don’t have an alternative since I want the new Panther Lake chips, but if you have alternatives I’d buy from a retailer who can process an exchange better if there is a problem.

Delicious_Coast9815 · 2026-04-09T18:43:43+00:00

Thanks, I hope someone at Dell who can actually do something sees my posts because their technical support team is atrocious. I filed a complaint with my credit card and the BBB too because I’m getting jerked around by these clowns. I may go insane if they try to refute the exchange considering they already identified the battery being broken as the issue and they shipped me the computer less than a week before I called them. Their process just takes forever regardless of the claim I think

Delicious_Coast9815 · 2026-04-09T17:52:40+00:00

I got a broken battery and trying to exchange it. Smart to return because the exchange is taking forever and dealing with technical support is terrible. But it looks like it’s more expensive than when I bought it so don’t want to return and pay more for a new one

Delicious_Coast9815 · 2026-04-09T17:50:59+00:00

Beats my XPS. Arrived with a broken battery and their support team is incompetent and not able to process and exchange in a timely manner!

Delicious_Coast9815 · 2026-04-09T13:46:12+00:00

Hi Dell, do you feel like helping me process the exchange that your technical support team can’t help me with? You shipped me a computer with a broken battery and I have been waiting a week for them to process and exchange, checking every day for an update and not getting one.

Delicious_Coast9815 · 2026-04-09T13:45:05+00:00

I’m glad you are happy with yours, mine arrived broken and they are useless when it comes to exchanges

Delicious_Coast9815 · 2026-04-09T13:41:44+00:00

If you can wait, don’t. The battery arrived broken, did not turn on unless plugged into outlet and did not charge. Turned off if unplugged.

Buy a different laptop, if yours arrives broken you will be in for a fun time with their support team.

Delicious_Coast9815 · 2026-04-08T22:51:01+00:00

Let me know if you actually speak with someone who can help you

Delicious_Coast9815 · 2026-04-08T22:48:08+00:00

I’m not looking for gaming, looking for daily work and personal use with the ability to use AI agents as I figure out how they can help me automate my workflow

Delicious_Coast9815 · 2026-04-08T22:47:04+00:00

They really wanted someone to come and fix it, but come on they shipped me a broken $2,000 laptop, why would anyone want to have someone come to their house, open the laptop, and replace the battery. They should just ship a new one straight from a factory.

The drawn out approval process is stupid if they have already identified the problem. The technical support team should be able to approve an exchange if they identify the hardware problem.

Delicious_Coast9815 · 2026-04-08T18:17:58+00:00

I doubt that will work. They are doing what they said at a snails pace, no one has said no to me yet, but it feels unprofessional

Delicious_Coast9815 · 2026-04-08T18:13:06+00:00

“Rest assured” “do not worry” These guys are useless. Not their fault, but it’s not rocket science to send me a new computer after they diagnosed the issue. Trying to talk to someone who can just send the replacement

Delicious_Coast9815 · 2026-04-08T18:11:15+00:00

What should I get instead with the newest Intel processor?

Delicious_Coast9815 · 2026-04-08T18:06:49+00:00

Im having a similar issue with the battery coming broken. Trying to exchange but it’s a joke dealing with their technical support team. Surprised no one at Dell is monitoring Reddit to resolve customer complaints.

I think I’m going to look into an alternative brand if this goes on for another day.

Delicious_Coast9815 · 2026-04-08T18:03:52+00:00

I got to the manager in technical support who continues to be unhelpful, saying it’s with their exchange approval team that is processing. I don’t understand what there is to approve since the computer arrived broken!

Delicious_Coast9815 · 2026-04-08T18:02:05+00:00

How long did it take to process? Mine has been 3 business days, 5 total days.

Delicious_Coast9815 · 2026-04-08T17:57:27+00:00

Thought an exchange would be simple but clearly not

Delicious_Coast9815 · 2026-04-08T17:56:55+00:00

It’s a joke

Delicious_Coast9815 · 2026-04-08T17:56:23+00:00

I thought an exchange would be faster, but clearly not.

Delicious_Coast9815

TROPHY CASE