Best way to get XPS Customer Service?

I received my XPS 15 yesterday, and while I love the laptop overall, I'm having a few issues. One is warranty related, and the others are more general customer service, with a possible exchange needed. The warranty rep already told me he can only help with one of my problems. What is the best way to get in touch with a customer service rep who will actually be able to help me out? I know the XPS is already supposed to get a higher level of service, I just don't know if I need to do anything special to get to that point.

Also, are they available on the weekends, or weekdays only?

Thanks!

 

Try this number: 1-800-232-8544 (24/7).
They should be availi' on the weekend.
You can also try chat

On that link is information for contacting by phone, chat, etc. : )

 

Thanks! Can they help out with potential return/exchange? One of the issues is that I thought this laptop was coming with a back-lit keyboard, but I didn't know that was an option I had to select.

 

^^They should (have helped me out in the past). If not try this: 1-800-624-9897 (order support).

 

Wow, that was fun. After being transferred around to about 5 different representatives, the last one told me he had to transfer me to the Employee Purchase Program Department, at which time I got a message saying "This department is closed at this time" and it hung up. Oh well, I guess I have to wait till Monday after all.

 

You know, it's dell

They have like 3 to 4 departments "try" to convience u not to return

So everytime u return, u have to call first layer of department, u have to tell them , order number , name, babbhbhh

Then they will ask u why you return, if your reason isn't technical, they will transfer u to higher lvl department ( if it's technical, gg, u will get ripped off)

Then, you have to "repeat" what you just say in a few mins ago to this rep, now if u are lucky, he will be the guy that help u return, however ,the process time will take like 10mins and put you on hold

If u aren't lucky, then, they will transfer u again to other department

 

Oh that stinks, sorry..I didn't realize you had purchased thru EPP.

Did you get to listen to the funky DellonHold music? I am surprised they haven't copyrighted that yet!!

Monday will be here soon enough...

 

yun, that pretty much sums up Dell phone support! I had a problem with a Studio XPS a year or so ago, and was finally able to get a resolution through email support. For me, what is more frustrating than getting bounced around on hold is once you get ahold of someone on the first line of support, they have to go through all the obvious troubleshooting you already did. My Studio XPS had a bruised spot develop on the screen, and even though I knew a new monitor was the only fix, I had to spend an hour troubleshooting over the phone to get them to the same conclusion!

That said, I still remember back in '99 when a Dell support guy went above and beyond and spent hours on the phone with me trying to fix a difficult problem with my Dimension. That went a long way in my continued loyalty to Dell!

Cin', guess I should have mentioned the EPP part. I didn't realize it was going to be a different support dept. I usually don't use the EPP due to finding better deals that don't combine with the EPP discount.

 

ddue try 1800-425-2011
Its 24*7 service!~