Dell refuses to help me!

Question

I am officially threw with Dell! I have had my inspiron xps for a year. It has 3.4 ghz HT, 256 ATI Radeon 9800, and a gig of memory. I have been waiting for battlefield 2 for a long time, but all of a sudden, my computer won't play it right. It is very sluggish and choppy-- and this is on the LOWEST SETTINGS! I even had to do a system reset because my computer wouldn't boot anymore. So not only do I not have any files on my computer, there's no chance of viruses or spyware or ads. Plus my music won't play right. It pauses frequently and starts back from where it stopped. I have called Dell over TEN times, most of time in which I am on hold for over THIRTY MINUTES! Then when I do reach someone (who barely speaks english) I keep telling them that I want to send it in so it can be fixed, but they refuse to let me send it in. They keep trying to get me to pay $49.99 for software support, when I know its not the software. Even when I tell them that I have went through the same procedures, they still won't help me. I hope a Dell rep is reading this because this is absolutely ridiculous that your tech people refuse to let me send in my computer, even when I said I will pay for whatever repair it needs.

jeffcmfrt · Answer

@slimdirty86 wrote:

I am officially threw with Dell! I have had my inspiron xps for a year. It has 3.4 ghz HT, 256 ATI Radeon 9800, and a gig of memory. I have been waiting for battlefield 2 for a long time, but all of a sudden, my computer won't play it right. It is very sluggish and choppy-- and this is on the LOWEST SETTINGS! I even had to do a system reset because my computer wouldn't boot anymore. So not only do I not have any files on my computer, there's no chance of viruses or spyware or ads. Plus my music won't play right. It pauses frequently and starts back from where it stopped. I have called Dell over TEN times, most of time in which I am on hold for over THIRTY MINUTES! Then when I do reach someone (who barely speaks english) I keep telling them that I want to send it in so it can be fixed, but they refuse to let me send it in. They keep trying to get me to pay $49.99 for software support, when I know its not the software. Even when I tell them that I have went through the same procedures, they still won't help me. I hope a Dell rep is reading this because this is absolutely ridiculous that your tech people refuse to let me send in my computer, even when I said I will pay for whatever repair it needs.

Try these things and post back .

1.Check in your thermal control page for fan failures you do this by booting when the big Dell logo comes up pressFn+Z+R if you do have fan failures contact Dell for replacement.

2.Take caned air while laptop is powered off and blast back vents real good to clean dust out of the heatsinks (This should be done on a regular basis i do it once a week) Make sure your laptop is on a flat surface for good air flow not setting on a bed where the vents can be restricted.

3.Make sure you are running the latest bios from the dell download page.

4.Download and use this drivercleaner tool then install the latest drivers(optional Drivers http://omegadrivers.net/ ) Driver cleaner tool http://www.drivercleaner.net/dc.htm follow the directions to the t and run twice in safemode.

5.Open the Ram cover on the bottom of your laptop swap the RAM just change the slots and reseat them good.

6.While powered off remove the hardrive and reseat it then power back.

7.Run hardware diognostics.

Post back with your results

Inspiron XPS Gen 2
770 (2.13 GHz/2MB Cache/533 MHz Fsb
6800 ultra
2 GIG's Ram
17 "(1920 x1200) WUXGA Display (sec5557 Samsung)
OS Windows XP Pro sp2
Logitech MX 750 Cordless Mouse
Nostromo n52 Game pad

Message Edited by jeffcmfrt on 06-26-2005 03:51 PM

slimdirty86 · Answer

Man, I have tried everything except swap the memory and it still hasn't worked. I swear to god if I buy another system from dell, I will shoot my arm off for allowing myself to go through the clicking process. How about some girl from Dell called me this morning while I was sleep and tried to tell me to try chat support, which I have already tried a million and one times before, but they keep telling me that my laptop DOESN'T have chat support. What kinda bull is that? Everything else has chat support except my system. I tried to send an email and that didn't work either. I keep trying to tell them what makes me angry when I call and they don't listen and they do they same in the email. IT IS NOT A SOFTWARE PROBLEM!!! How is it a software problem when the games I could play before when I had a million files on my computer won't play anymore even after I have done a system reset? Tell me how that is a software problem? Does anyone know the number to a manager or higher power that I can complain to?

jeffcmfrt · Answer

@slimdirty86 wrote:
Man, I have tried everything except swap the memory and it still hasn't worked. I swear to god if I buy another system from dell, I will shoot my arm off for allowing myself to go through the clicking process. How about some girl from Dell called me this morning while I was sleep and tried to tell me to try chat support, which I have already tried a million and one times before, but they keep telling me that my laptop DOESN'T have chat support. What kinda bull is that? Everything else has chat support except my system. I tried to send an email and that didn't work either. I keep trying to tell them what makes me angry when I call and they don't listen and they do they same in the email. IT IS NOT A SOFTWARE PROBLEM!!! How is it a software problem when the games I could play before when I had a million files on my computer won't play anymore even after I have done a system reset? Tell me how that is a software problem? Does anyone know the number to a manager or higher power that I can complain to?

You are correct if you have done all the above .It is more than likely the processor. this will help you determin altho im pretty sure it is.Do not have a tech sent out to your home to replace parts if you have the in home complete care it is best to send it to the depot.A tech came out to change my mainboard and destroyed my XPS gen 1 so bad Dell had to replace it.And i got lucky they replaced it with the XPS gen 2. http://forums.us.dell.com/supportforums/board/message?board.id=insp_video&message.id=134515 Read this it will more then likely help.The bottom line from my research and reading testing reviews is the XPS gen 1 isnt stable when it comes to heat which causes the prescot processor a desktop processor which is crampted into a laptop shell and are known to run a little warm to begain with to fail.

Best wishes

My Machine
Inspiron XPS Gen 2
770 (2.13 GHz/2MB Cache/533 MHz Fsb
6800 ultra
2 GIG's Ram
17 "(1920 x1200) WUXGA Display (sec5557 Samsung)
OS Windows XP Pro sp2
Logitech MX 750 Cordless Mouse
Nostromo n52 Game pad

slimdirty86 · Answer

Im going to read your post in a minute. They won't let me send it in. They keep saying that it is a software problem and are trying to make me pay fifty bucks for software support that I know isn't going to work. I just filed a complaint with the Better Business Bureau, so I hope that helps.

jeffcmfrt · Answer

@slimdirty86 wrote:

I read the thread and I was amazed to see that so many people have had the same problems. They won't even let me send it to the depot. I am asking for a supervisor the next time I call them and they better let me send in my computer. They are really beginning to tick me off. Do you know how long I have been waiting to play Battlefield 2 and when I finally do get it, I am only disappointed by how my computer runs? They must think that we are idiots. I would call now, but I only have a cell phone and I don't want to waste a million minutes trying to talk to one of those idiots.

When you call ask to speak with a floor manager be curtius but firm make them aware of this ongoing problem and also let them know all the steps you have gone through and other XPS owners.And tell them that the conclusion is a failing processor due to heat.Only a percentage of these XPS gen 1 laptops expeirence this lag to this degree mine was one of them.I will find the testing done on the XPS that labels the gaming laptop unstable and questionable due to heat. Because the testing was done on ideal conditions a cool room temp a flat surface with air good airflow ect.I will try to find the link and post it.

My Machine
Inspiron XPS Gen 2
770 (2.13 GHz/2MB Cache/533 MHz Fsb
6800 ultra
2 GIG's Ram
17 "(1920 x1200) WUXGA Display (sec5557 Samsung)
OS Windows XP Pro sp2
Logitech MX 750 Cordless Mouse
Nostromo n52 Game pad

jeffcmfrt · Answer

It is not a software problem and dell should be well aware of this i spent 9 months trying to get my system operating right numerus hours with dell techs other XPS and 9100 owners in this forum and on my own.And through the process of ilimination i have ruled out evrything software,drivers,operating system,hardrive ect.I was down to the mainboard and processor which were the onlything left it could be and i was covvinced it was the mainboard because it is much more likley for a mainboard to fail then a processor to fail.That is when dell sent a tech out to replace my mainboard and my $3000.00+ My XPS was destroyed beyond repair by the incoppintant tech shortly afterwards while i was awaiting replacement other XPS owners with the same problem sent their laptop into the depot and the processor was replaced and the system operated properly again.

My Machine
Inspiron XPS Gen 2
770 (2.13 GHz/2MB Cache/533 MHz Fsb
6800 ultra
2 GIG's Ram
17 "(1920 x1200) WUXGA Display (sec5557 Samsung)
OS Windows XP Pro sp2
Logitech MX 750 Cordless Mouse
Nostromo n52 Game pad

slimdirty86 · Answer

I read the thread and I was amazed to see that so many people have had the same problems. They won't even let me send it to the depot. I am asking for a supervisor the next time I call them and they better let me send in my computer. They are really beginning to tick me off. Do you know how long I have been waiting to play Battlefield 2 and when I finally do get it, I am only disappointed by how my computer runs? They must think that we are idiots. I would call now, but I only have a cell phone and I don't want to waste a million minutes trying to talk to one of those idiots.

slimdirty86 · Answer

Alright, the manager guy helped me buy getting the technician to do the mail in thing. They are sending me a box so I can ship it in and what not. I hope this works. I am going to include a letter in the box to tell the technician about what has been going on.

slimdirty86 · Answer

I am on the phone with Dell now. I did exactly what you said and they are transferring me to a manager right now. Im telling you this is really starting to tick me off. I will post back when I talk to the manager.

jeffcmfrt · Answer

I have a hunch that dell is replacing the processors with the extream edition to correct the problem but that is just a guess.

jeffcmfrt · Answer

@slimdirty86 wrote:

I am officially threw with Dell! I have had my inspiron xps for a year. It has 3.4 ghz HT, 256 ATI Radeon 9800, and a gig of memory. I have been waiting for battlefield 2 for a long time, but all of a sudden, my computer won't play it right. It is very sluggish and choppy-- and this is on the LOWEST SETTINGS! I even had to do a system reset because my computer wouldn't boot anymore. So not only do I not have any files on my computer, there's no chance of viruses or spyware or ads. Plus my music won't play right. It pauses frequently and starts back from where it stopped. I have called Dell over TEN times, most of time in which I am on hold for over THIRTY MINUTES! Then when I do reach someone (who barely speaks english) I keep telling them that I want to send it in so it can be fixed, but they refuse to let me send it in. They keep trying to get me to pay $49.99 for software support, when I know its not the software. Even when I tell them that I have went through the same procedures, they still won't help me. I hope a Dell rep is reading this because this is absolutely ridiculous that your tech people refuse to let me send in my computer, even when I said I will pay for whatever repair it needs.

If you will when you get your pc back from the depot let me know what they done to it and what type of processor they replaced weather the same type or a different processor or maybe the extream edition?

Thanks im still curious. Best wishes and good luck

My Machine
Inspiron XPS Gen 2
770 (2.13 GHz/2MB Cache/533 MHz Fsb
6800 ultra
2 GIG's Ram
17 "(1920 x1200) WUXGA Display (sec5557 Samsung)
OS Windows XP Pro sp2
Logitech MX 750 Cordless Mouse
Nostromo n52 Game pad

s0kket · Answer

Just got off the phone with them. After an hour of arguing and pointing to these forums and asking to speak with a manager, the tech finally decided to ship me a box. I should receive the box in 2 days, I will ship that day, and then 5-8 business days to return. Once again, they kept telling me it was a software issue. Even wanted me to run the diagnostics tests again, which I did, to satisfy them. After he gave me my dispatch and case #'s, he transferred me to his manager for a 'How did __________(insert tech name here) do?' discussion. As I told him, I dont really blame the tech, I blame the Dell training of their techs. They can easily come here as most of us and see there is a problem.
Hopefully, I will have a working laptop in a few days. I will post my success or failure here.
Im starting to see headlines now....'Class action against Dell for not admitting or fixing LAG issues with the XPS' =P

jeffcmfrt · Answer

If you will post the type of processor they replace it with i am 99.9 % that the processor will be replaced. i am just curious weather they will use a different processor or a better one because there is a growing amount of theese processors failing and i am sure heat plays a major role in the failure. thanks and good luck guys

The reson i am asking for this information is.If my reasearsh and theory is correct on this system replacing the processor is just a temp fix for this problem. If Dell is just replaceing the processor with the same one it will fail again .It is just a matter of time when it fails again due to instability due to heat issues not to mention what damage it is doing to other components as well.As i mentioned i have been following the XPS and 9100 eversience i received mine and i have been going nuts trying to get it to operate properly for 9 long months in which it has consumed much of my time.And i feel that dell is tring to pass this off and does not want to warrent their obligation and is just trying to cover this up and wait for your warranties to expire.Which in my opinion is wrong when you spend $3.000.00 on a system as myself and evry other XPS owner out there im not trying to cause any problems but i feel this needs to be adressed and reasearched a little further.

Best wishes all

My Machine
Inspiron XPS Gen 2
770 (2.13 GHz/2MB Cache/533 MHz Fsb
6800 ultra
2 GIG's Ram
17 "(1920 x1200) WUXGA Display (sec5557 Samsung)
OS Windows XP Pro sp2
Logitech MX 750 Cordless Mouse
Nostromo n52 Game pad

Message Edited by jeffcmfrt on 06-28-2005 01:36 PM

wtcnbrwndo4u · Answer

This is due to overheating. I had this issue with a Inspiron 5150 with a FX5200 Go 32MB. I got a good 60+ FPS in LOTR:ROTK. After an half-an-hour, I could notice a significant drop (about 20 FPS now).

This was solved by placing a fan underneath the system (my brother and I created this desk with a hole below the laptop so the fan could sit on the ground and blow air up).

You could do the same (I doubt it). A easier way is to purchase a laptop cooler. It is a device that has 2 or more fans and sits on the bottom of the laptop. It will cool down the laptop and improve performance (proven) up to 30%.

gsxr310 · Answer

so if it is heating related problems w/ the cpu, and they send it to the depot for replacement of the cpu, what are the chances of it messing up again? will every 9100/xps owner have to always update their extended warranties to send their laptops to the depot atleast once a year?

Locked Topics – Laptops General

Dell refuses to help me!

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