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New Member
Posts: 4
Registered: ‎02-21-2023

False advertising Dell XPS 9520 "Wifi 6e"

False advertising. 

 

Although BestBuy advertises the Dell XPS 9520 laptop as having Wifi 6e technology, it does NOT! 

 

I purchased this laptop in October 2022 because I wanted a future-proof laptop.  I have a nest wifi pro that has wifi 6e technology.  When I recently tried connecting the laptop to the router, it only connected to the 2.4ghz or 5ghz wifi channels.  This led me down a rabbit hole of discovering what was going on.  I opened up the Killer Wifi Suite that comes pre-installed with the laptop.  I checked which wifi channels the laptop  was seeing and it would not see the 6e channel.  I thought it was strange.  

 

So, I reached out to Dell tech support and after hours of the tech guy remotely working on the laptop, he said he couldn’t fix it.  He then said he’d have to ask the engineering department for help and would get back to me.  

 

Their final answer was that the laptop does not have Wifi 6e technology! 

 

I have the screenshots of the advertised laptop; I have the emails from tech support showing proof that the laptop doesn’t have Wifi 6e technology.  I would not have bought this laptop had I known it was not wifi 6e capable!

 

I called Dell to explain the problem and they said they couldn’t help. 

 

I reached out to Bestbuy customer support online and they said to go in person to Bestbuy. 

 

I went to Bestbuy in person and explained to the floor manager and she said she would talk to their Dell rep and get back to me.  It’s been couple of weeks now and silence. 

 

I want a refund! 

Trusted Contributor
Posts: 2,800
Registered: ‎02-07-2011

Re: False advertising Dell XPS 9520 "Wifi 6e"

It would probably be up to the store manager sence your outside the return period.

Dell provides BestBuy with the specs, Dell would probably be responsible for the error.

A local shop can probably swap the wifi card for you. Intel 6e cards don't cost much

I have an HP Omen with 6e. It's pretty much worthless unless your sitting on top of the router. The higher frequency doesn't travel thru walls well. 5g 160mzh tends to have better speeds at least in my case
Posts: 150
Topics: 1
Kudos: 19
Solutions: 12
Registered: ‎12-07-2021

Re: False advertising Dell XPS 9520 "Wifi 6e"

Hi, lenoncm,

 

Welcome to the Forums. We appreciate you taking the time to contact us here. I know it's frustrating to not get the product with the specs you believed you were buying. As nckhammond suggested, descriptions are supplied by the manufacturer and Best Buy is not responsible for specifications, changes, production delays, or instructions issued by manufacturer. This disclaimer and information can be found on our Return & Exchange Policy on our website.

 

That being said, I'm happy to contact the store on your behalf to see if I could work out an exchange or store credit for your unit. That decision is up to the store manager, as they are best equipped to understand the business needs for their location. If you'd like me to contact the store, please Private Message with your name, phone number, and email so I can locate the purchase and contact the store.

 

Sincerely,  

Meghan|Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available, for future support please reach out to us on Social Media or bestbuy.com/support.
New Member
Posts: 4
Registered: ‎02-21-2023

Re: False advertising Dell XPS 9520 "Wifi 6e"

Thank you Meghan, I have Privately Messaged you my info.
New Member
Posts: 4
Registered: ‎02-21-2023

Re: False advertising Dell XPS 9520 "Wifi 6e"

I am being bounced back and forth between Bestbuy and Dell, both blaming the other and neither taking responsibility.  Further avenues are being pursued. 

Posts: 150
Topics: 1
Kudos: 19
Solutions: 12
Registered: ‎12-07-2021

Re: False advertising Dell XPS 9520 "Wifi 6e"

Hi, Leoncm,

 

Welcome back to the Forums. I can understand being frustrated by this. However, given that Best Buy is not responsible for the descriptions of product provided by the manufacturers and being far out of the return policy, Best Buy is not able to accommodate your request for a refund. 

 

The information regarding product descriptions is in this paragraph on our Return and Exchange Policy on our website. I'm including the information here for your records as well.

 

Manufacturer specifications/instructions

We are not responsible for manufacturer specifications, changes, production delays, or instructions issued by manufacturer. Please contact the manufacturer with any questions regarding the specifications or use of merchandise.

 

Sincerely, 

 

 

Meghan|Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available, for future support please reach out to us on Social Media or bestbuy.com/support.
New Member
Posts: 4
Registered: ‎02-21-2023

Re: False advertising Dell XPS 9520 "Wifi 6e"

Dell rep from Dell's "Advanced Resolution Services" is blaming Bestbuy (see Dell's response to me below) and Bestbuy is blaming Dell.  See the problem! 

 

"I have reviewed the case and the Wi-Fi 6 card does not support 6ghz band.  The Wi-Fi 6E card supports 6ghz band.

The Wi-Fi 6 is backward-compatible with earlier Wi-Fi standards.

On dell.com, we have mentioned the wireless card with which the system ships and the additional important details for Wi-Fi 6e.

If there is any discrepancy in the way the Retailer has advertised the system specification details, request you to dispute with them.

We truly regret any inconvenience or frustration this matter may have caused.

We have acknowledged your complaint and thank you for your time and valuable feedback, and it would be reviewed appropriately.

If you have any questions or concerns regarding the issue discussed today, please do reply to this email or call me and I would be glad to assist you further.

Thank you."

Posts: 150
Topics: 1
Kudos: 19
Solutions: 12
Registered: ‎12-07-2021

Re: False advertising Dell XPS 9520 "Wifi 6e"

Hi, leoncm,

 

I understand you're frustrated, but Best Buy's decision is final. Best Buy is not responsible for manufacturer descriptions given to us by the manufacturer. Because this item was purchased approximately five months ago and we are not responsible for the manufacturer's description, Best Buy will not refund or replace this item. All options were exhausted in my attempt to assist you previously.

 

Sincerely, 

Meghan|Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available, for future support please reach out to us on Social Media or bestbuy.com/support.