As recent as six months ago, I purchased a "top-of-the-line", "state-of-the-art" XPS L521X Laptop with ALL the bells and whistles. It has the i7 processor, 2.1 GHz processor, 8 GB of RAM, a 64 bit Operating system, a Blu-ray DVD player, extended battery, a solid aluminum block case, and more. I don't know if better, faster options than those are available, but I doubt it.
Prior to purchasing the unit, I did my homework and checked all reviews. I also want to note that I am a loyal Dell customer. The reviews complained about the slow, ineffective wifi. I thought to myself, "how slow could it be", and "maybe its a disgruntled customer". I went ahead and made the purchase based on Dell's rep and my previous satisfaction with Dell products.
Well, over time I suffered through abysmally slow, aggravating wifi performance. Over time I really lost my cool. I began using my older Dell laptop to surf the net, IN THE SAME LOCATION!! I ran a speed test on both units and learned that the older unit was more than double the speed of the of the newer laptop. I speculated that the cause could be the antennae inside the solid aluminum block case, and I grew weary and angry of my wife's taunts about ignoring the reviews and making the purchase anyway.
Now for the fun part: On my first call, the rep suggested I purchase an external wireless card. I laughed out loud!! Is this really a Dell answer?? In retrospect, BOY do I wish I had taken this advice.
On my next contact, the tech rep took over my computer and ran a series of tests. That's when we performed the speed tests. To his (and Dell's) credit, the rep drew the conclusion that the problem was a hardware problem and arranged for a home tech visit to replace both the internal wireless card and the internal antennas. I was extremely impressed that Dell would go to that length to resolve my issue. Dell for life!!
Unfortunately (no reflection on Dell) the contractor they arranged the service with subcontracted the work out to an incompetent, undesirable guy I would never allow back in my house again, and I related this to the Dell customer service rep. Obviously, the home service tech could not replace the wireless card properly. He said Dell sent him the wrong card.
Next, again to Dell's credit, they arranged "depot service" where I would mail my laptop in for service. The packaging and mailing instructions arrived very rapidly and a rep kept in constant phone contact. Dell for life!!
Problem was, the depot communicated via email, and sent a missive that they needed to hear from me regarding the repairs before they could proceed. I was instructed to call them via an 800 number. I got a recorded message and left my message. NEVER HEARD BACK FROM THE DEPOT!!! Meanwhile customer service reps continually called me and assured me they would investigate. ISSUE NEVER RESOLVED!! NEVER, EVER HEARD FROM THE DEPOT.
I requested that Dell simply send my unit back. Next, I receive an email that my unit was shipped back (FAST SHIPPING!).
Regarding the repairs: Was the issue fixed? Was anything replaced?? I was never informed, never receive ANY such information.
Finally, just to add insult to injury, based on another speed test- THE UNIT IS SLOWER THAN WHEN I SENT IT!!!!
OK. I realize I'm just venting here, and probably talking to myself. I merely hope that others learn from my mistake. NOW I AM THE DISGRUNTLED CUSTOMER. Oh yeah, and I'm going to purchase an external wireless card because this is too aggravating. Shame on you Dell.
One last note. I copied this rant and I will try to publish it as widely as possible. Maybe Amazon will let me review it there as well.
Thanks Dell-
Anthony Ferenzi
