*XPS M1730 Problems/Dell Replacement Issues*

[BatBoy]

Just as a reminder, it is against forum rules to discuss illegal acts, including fraud. Posts along these lines will be removed.

Thanks all.

[meeowth]

Since I got my last call, I came to the realization that, since my laptop is now of the USA, I could contact dell through non-phone channels. I went on XPS chat and told the agent who connected with me about my problems getting a suitable replacement for my laptop. He agreed that the offers I was getting didn't make sense.

As a result my problem has been escalated to the "Higher Resolution Experts", who will apparently* call me tommorow to talk about a proper replacement.


*I've learned not to deal in absolutes when it comes to this situation.

[Phlibbit]

I think some of you might want to try this direct no-wait telephone number into XPS support. The number is 866-566-2055. I originally had an Inspiron E1705 that was promptly replaced with a refurb (looked new) within 4 days. Then my M1730 started developing problems after a year and my story is below. That number I used seems to have help me minimize most of the problems that many users have been having.

The reason this number works so well is because it's the Education/Business XPS Support, based in Nashville. If they find out (or if you tell them) your system was purchased for personal use, they'll redirect you to the crappy, regular XPS support. If you call them, make sure it's during normal business hours during the week, or else you'll be transferred as well. I've called them a few times to get my warranty extension, but I had to go through the normal XPS line to get my system exchange started.

And an update on my M17x GPU replacement. The part was sent out and the Dell tech got it on Thursday. He told me that I could schedule for him to come over "whenever I wanted."

So I scheduled for 4:30 pm. When 4:30 pm came, he called and said he was running behind so he wouldn't make it until 5:30 pm. Well, I couldn't be home then so I rescheduled for Friday at 8:00 AM.

So, I got up early and waited. I called at 8:30 am to see what was up. And then I waited. And then I waited some more. I get a call at 11:30 am, the Dell tech apologizing that he took so long to return my call; he told me he had a lot of clients to see.

Wait a sec...our appointment was scheduled for 8:00 AM. Now, tell me exactly how many other appointments he had before then? Anyways, he then tells me he'll be able to make it at 1:30 pm. That was fine. 1:30 came. And I waited. And I waited some more. I think there's a pattern here. At 2:45 pm, I had to go to work. The second I got to work, he calls me to let me know that he's outside my location.

Sigh. I told him that I had to go to work. But I was home at 1:30. And 8:00. And 4:30 the day before. He apologized again and asked if he could come back later that afternoon. I told him I didn't get off work until 11:00 pm. And then he was like "Well, we normally don't work on weekends, but I could come on Saturday." Unfortunately, I work 12-hour shifts on the weekends. He apologized again and we rescheduled for 8:00 am on Monday. He assured me that he would clear his schedule so there weren't any conflicts.

Perhaps he'll get it right the fourth time.

[sleey0]

Wow.

This forum is great! Now posts that don't agree with mods and ones explaining reasoning are being deleted.

I think time away from this place will serve me well. Anyway, I hope all of you get your "premium" systems fixed or replaced. There is always class action if needed.

Laters....

[joseyu]

This is probably why I had little trouble getting the replacement M17x. I bought my original Inspiron E1705 via Dell Education when I was still in grad school.

I guess people should also start buying their Dell computers via the small business division whenever possible.

The reason this number works so well is because it's the Education/Business XPS Support, based in Nashville. If they find out (or if you tell them) your system was purchased for personal use, they'll redirect you to the crappy, regular XPS support. If you call them, make sure it's during normal business hours during the week, or else you'll be transferred as well. I've called them a few times to get my warranty extension, but I had to go through the normal XPS line to get my system exchange started.

And an update on my M17x GPU replacement. The part was sent out and the Dell tech got it on Thursday. He told me that I could schedule for him to come over "whenever I wanted."

So I scheduled for 4:30 pm. When 4:30 pm came, he called and said he was running behind so he wouldn't make it until 5:30 pm. Well, I couldn't be home then so I rescheduled for Friday at 8:00 AM.

So, I got up early and waited. I called at 8:30 am to see what was up. And then I waited. And then I waited some more. I get a call at 11:30 am, the Dell tech apologizing that he took so long to return my call; he told me he had a lot of clients to see.

Wait a sec...our appointment was scheduled for 8:00 AM. Now, tell me exactly how many other appointments he had before then? Anyways, he then tells me he'll be able to make it at 1:30 pm. That was fine. 1:30 came. And I waited. And I waited some more. I think there's a pattern here. At 2:45 pm, I had to go to work. The second I got to work, he calls me to let me know that he's outside my location.

Sigh. I told him that I had to go to work. But I was home at 1:30. And 8:00. And 4:30 the day before. He apologized again and asked if he could come back later that afternoon. I told him I didn't get off work until 11:00 pm. And then he was like "Well, we normally don't work on weekends, but I could come on Saturday." Unfortunately, I work 12-hour shifts on the weekends. He apologized again and we rescheduled for 8:00 am on Monday. He assured me that he would clear his schedule so there weren't any conflicts.

Perhaps he'll get it right the fourth time.

[Zolutar]

@woodstock:

The 16 was refurbished or did they send a new one? You know the drill - would be a nice neon orange sticker on the bottom of the chassis stamped "Refurbished". If refurbished, was there any damage consmetically?

I ask since my first replacement to my dead M1710 was a M1730. The M1730 was horribly damaged cosmetically (duct tape like residue on the Wings and LCD housing) and had missing screws from the chassis. I was on the phone same day with the Escalations Rep handling my case and insisted on a new build. They ended up sending out a new M1730.

Point being, if this next Studio 16 is hosed, tell them you will accept nothing less than the M17x as you have given them enough chances to get it right. I know... same old fight.

What I dont get, is how every machine he receives is a lemon. Going through his post history over the years here and on another forum is quite intrigueing and educational. He is the unluckiest man alive....

[Phlibbit]

Well, my Dell hell saga continues. Unfortunately.

The Dell tech arrived this morning around 8:45 am to install my missing 260M GTX. Everything seemed to be going fine. However, as soon as he left, I noticed that he had damaged part of my LCD screen's center hinge upon installing the new GPU--it has 3-4 blunt scratches on it, down to the metal. Fantastic.

And then, while idle, the temps on my new 260M skyrocketed to 107°C. Yes. Then the system shut itself off.

Completely irate at this point, I called up Alienware and informed them of the situation. They asked me to remove the back cover and stuff to get to the GPU. Turns out that Dell sent me a GPU with no insulation stuff on it (there was some foil-sticker thing and some felt pads on the one there from the start). They're sending another 260M and a new LCD screen.

Sigh.

[meeowth]

Everything seemed to be going fine. However, as soon as he left,

I always made the tech stay untill I had run a small battery of tests to verify the work. It can be a good idea to have test lined up for these. In many cases it can be the 32 bit dignostics for things like fans and memory, and some temperature checks after booting into windows would be a good idea, Especially since 90% of my laptop problems over the years have been heat related.

I'm the reason the tech was a little late getting to other peoples doors .

[sleey0]

Hey, at least Dell is making things right by sending you more parts.

Right?

[BatBoy]

Wow.

This forum is great! Now posts that don't agree with mods and ones explaining reasoning are being deleted.

I think time away from this place will serve me well. Anyway, I hope all of you get your "premium" systems fixed or replaced. There is always class action if needed.

Laters....

Sorry you feel that way sleey...

Perhaps if your post wasn't discussing the ethics of committing fraud it wouldn't be removed. It’s not rocket science. The Forum Rules exist for a reason. You either accept them or you don’t - if you don't, action is taken by the MOD team.

There are other routes which can be pursued to resolve an issue with Dell besides committing fraud. Two wrongs don't make a right.