Dell 17R Problems and Replacement

[ryansinibaldi]

I initially ordered a refurb'd 17R with the following specs:

i5 2410m
6gb ram
Nvidia GT525M
500gb 5400rpm hd

When I received it the switchable lid was in complete disarray. It looked like someones cat used it as a scratching post. I called for a replacement and they offered me $10 off a new lid...no thanks.

Also upon booting up the laptop I noticed a couple dead pixels but since a computer is essential to run my business I didn't want to go through the process of sending it into depot.

Other than that it's been pretty good. I did disable the i5's turbo boost because it would tend to get pretty hot (82c) when gaming. It seemed to help and keep the temps below 75c max. However I was having wireless adapter issues but it wasn't detrimental.

Last night the laptop random shut down and refused to boot into windows. Upon calling Dell (and getting hung up on twice before talking to a supervisor I initially requested) they found out my hard drive had failed. After a bit of talking to them they agreed to fix and replace the screen, motherboard, heatsink, wireless card, hard drive and lid.

Due to the horrible customer service I received (except that one supervisor I finally reached) I sent an email to michael_dell@dell.com with my issues. I wasn't expected a call back but I wanted to vent about my issues with their company. Around noon time today a Dell Rep called me and stated that want to send me a replacement refurb that has greater or equal specification rather than replace almost everything internal in my 17R. He said if possible he'd like to send me something upgraded because of my troubles.

Has anyone gotten a replacement from their 15r/17r and if so what was it? The rep couldn't confirm what laptop I'd be receiving. He just stated it would be as good, or better (and most likely better). This is a bit worrying to me. I'd like to know ahead of time what specifications it will be so I can refuse or accept their offer. I know the 17r with dedicated graphics is rarer so maybe I'll get an XPS 17? Or maybe a 17r with an i7? That's what I hope .

[Tsunade_Hime]

I doubt you'd get a bump up to an XPS 17, probably a higher configured 17R. The Outlet return policy is still 21 days, you should have demanded a return as if you get it replaced the original return period is on the first unit, not the replacement (if it goes wrong again).

[ryansinibaldi]

I forgot to mention I ordered the laptop at the end of July so I'm well past the return period unfortunately.

I was only hoping for an XPS 17 because the rep said I'd be getting another refurb and he'd try to make sure it's better than I currently have. I'm fairly positive they don't make the same model anymore new which means they'd need to have a similarly configured (or better) 17R hanging around which to me seems unlikely.

[ryansinibaldi]

Dell called me back today and said I'm getting another 17R but with upgrades.

2GB GT525m
i7-2670qm
640gb hd
6gb ram

[ryansinibaldi]

Big props to Dell. I wrote the email early Tuesday morning. Then when I got home from work on Thursday I already had the replacement sitting at my doorstep.

[ryansinibaldi]

I ran some quick benchmarks to see how well this one scored. Seems like a super healthy cpu/gpu.

3dmark06 (775/975/1500 overclock): 10,587
Passmark score: 7,264

The heat while gaming seems to be much better than my old i5-2410m/1gb 525m. Even with turbo boost off my old laptop would routinely hit around 60c for the GPU and 80c+ for the CPU. This new one barely reaches 65c with turbo boost turned off and the GPU is about the same (with a higher overclock).