Having bought an XPS420 (in the UK)just after New Year I experienced the RAID volume errors experienced by so many other users (still not resolved) however even more frustrating than the issue itself has been my dealings with Dell's customer support.
My first contact in relation to the problem was via email and I was advised to uninstall the Matrix Manager and install a different version of it via a supplied download link. I tried this and found it is not possible to fully uninstall it - only the non critical components (which I did). I then installed the version downloaded and was quite suprised to see that it was an older version than the one my machine shipped with. I emailed back asking for clarification but received 2 further emails suggesting I do the same thing, each disregarding my responses telling them I had carried out the requested tasks. I was extremely frustrated and scheduled a callback from technical support and waited and waited and waited... Nothing at all. I manged to get through to Dell after more waiting (at my expense I might add) and arranged for an engineer to visit me today. Having taken the day off work especially for this, I was quite concerned when I had heard nothing and again after 30 minutes trying to contact XPS support via any means possible (I have found via Dimension online chat to be the best option - Dell call you back and incurr the phone charges as they should !)got through to somebody who said they did not have the parts and the engineer would not be coming.Absolutely no contact from Dell to let me know.
I have rescheduled the engineer again for tomorrow having had to take more time off work but have got absolutely no faith in the fact that he will turn up.
I have never experienced such poor customer support for any product I own never mind from such a big organisation.When you contact the technical support centre it seems as if they are more focussed on being polite than resolving the issue at hand.
Have I been unlucky or is this a common problem ?
Does anybody have any contact details where I can register my complaints at a higher level than customer service as I have found them to be as equally poor as technical support ?
Windows Vista Ultimate
McAfee Security Center
Microsoft Office 2007
Intel® Core™2 Quad Q6600 2.40 GHz 1066 MHz
4Gb Crucial DDR2 PC2-6400DDR2-800 SLI-Ready
Qty.(1) Seagate Barracuda 250Gb Hard Drive
Qty.(2) Seagate Barracuda 500Gb Hard Drive
nVidia GeForce 8800 GTX 786Mb Memory
Creative Sound Blaster X-Fi Xtreme Sound Card
LITE-ON 16X DVD-ROM
LITE-ON 16X DVD-RW
Broadcom 5754 Ethernet NIC NetXtreme
Dell 24" LCD Monitor
Logitec Cordless Desktop Wave Keyboard & Mouse
HP Scanjet G4010 Photo Flatbed Scanner
Canon i950s Photo Printer
Same problem here!
After a week after I got my XPS420 it freezes and "error occurred", I deleted the Raid0, created a new. Reinstalled everything, updated everything.
The computer got faster, everything got better.
Then after two weeks it freezes again, on boot "error occurred". Did the process again and just a few Days ago the same problem, now I just have marked the "erroring" hdd as working in intel matrix storage.
No answer from the email support either(wrote them 3 days ago)...
+1, Exactly the same problem with me. I thought i had sorted it after i reset the raid. I was very annoyed also as i had no way at the time of backing up any data (!!!) So i reset it and it worked beautifully, i was missing a few programs etc that obviously hadnt been thrown on the disk, but it was worth a working computer, yes?
2 days ago i turn on my computer and i see that dreaded orange writing. I cant live with reseting the entire computer every 2-3 weeks.
I shall be calling Dell later this evening (UK) and expecting the hard drive to be replaced as i see no other means of sorting it...
Thats going to be fun, last time i called about anything: no real help.
I think I'll join in with this one too.
I've got RAID1 (got music and video files I don't want to lose) and have suffered similar to everyone else. I phone support 3 times, now I don't bother, I just resolve it myself.
I sent a mail to Dell asking why they are still selling XPS420's with RAID when there is clearly an issue, asked what they are doing about it etc. You can guess what reply I've received.
I've mailed again today. I get the feeling thats an act of futility. Starting to think that Watchdog maybe a way forward.
Dell sent an engineer who replaced the hard drives and reconfigured the PC to Raid 1. Things have been better although I have experienced quite a few freezes and blue screen crashes since this. I also have an intermittent problem of the PC taking an extremely long time to shut down or boot up. Sometimes the status of the Raid configuration is verify rather than normal does anybody know the significance of this ?I have also lost the registration details of some of my installed applications which was a symptom of the original Raid crashes.
I've still got no faith in the stability of the machine but am logging all the faults and trying to build myself up for the nightmare of going through Dell's support again ! As reported by another user I am overjoyed if I actually use the PC and don't experience a problem (it doesn't happen very often) .