Bad Experience with XPS15 and with Dell support

I bought and XPS15 (L502x) about 2 years ago. It crashes, usually while asleep, about once a week. I called Dell "support" about a year ago and was told to reinstall the OS. I knew that wouldn't fix anything, but I did it anyway - eating almost all my free time over a weekend. It didn't fix the crashing problem.

I finally got annoyed enough with the persistent crashing problem to call "support" again last night and got the same set of suggestions ("Run F12 diags on bootup." "Reinstall OS." "Do Dell Restore." (as if that's different from re-installing OS)). Then, when I said that I had done those things, the "support" representative adamantly refused to do anything else for me unless he could remotely take control of my computer with fulll admin access. Right. (I realize this remote control is standard practice, by the way, but that doesn't make it a good practice.) I offered to do any checks that he would do such as driver version, but he said it would be a waste of my time for me to do it instead of him. Haha. I've probably talked to 10-12 different "support" people at Dell, and none of them have done anything other than read from a script in a condescending manner. (I realize that this is also standard practice.)

So, if you are computer shopping as I was a couple of years ago, add this to the list of terrible PC functionality and support stories you've read over the years. I had used an Apple computer before this, but I couldn't justify the cost difference this time around nor did I like some of the things Apple was doing. However, to say I regret buying a Dell instead is a huge understatement.

 

You'll be surprised to know how fast their support turns into A+++ Premium support if you subscribe for their ProSupport warranty. But of course, that's extra money
But otherwise, yea, their support is pretty crappy.