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Last reply by 10-31-2013 Solved
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2 Bronze
2 Bronze
1575214

New 6430u smells awful

So a few weeks ago I got a new Lattitude 6430u for work.

The machine is great, but it smells as if it was assembled near a tomcats litter box.  It is truly awful!  

It  seems to be coming from the keyboard.

Anybody got any advice on removing the smell?

Replies (96)
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791

Dear Dell,

It has been well over four months since you first found out about this problem, I discovered this problem last night after purchasing a Catipee 6430u. On bringing it home I sat it on my desk and was loading software onto it when every cat in the house set upon it.

I had to break out the shotgun and shoot my cats.

I would like replacement cats and hold you entirely liable on compensating me said cats forthwith. I will pursue this matter strenuously within the law should you not replace my damaged cats.

Regards,

BaSH PR0MPT

791

Hi Everyone,

Firstly, I would like to apologies to everyone for the experience on the smell. We, all technical support are ready to take every calls on this issue.

You will need to call into technical support toll free in your country, log a call on your 6430U smell, and the tehnical support will do the rest. A replacement of the palmrest should get rid of the smell. Be sure that your laptop is under warranty for the replacement.


DELL-Joey C
Social Media and Communities Professional
Dell Technologies | Enterprise Support Services
#IWork4Dell

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2 Jasper
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791

That's rich throwing in a requirement that people's laptops still be under warranty for you all to fix a manufacturer's defect that your quality control didn't catch which allowed product to be shipped out smelling like cat pee.

2 Bronze
2 Bronze
791

I'm having a similar issue only mine smells like emu urine, which is weird because I actually own an emu farm.. I beat the holy living daylights out of one of my emus, Marv, because he's kind of a tinkler and I was really thinking he did it.  Now I'm not so sure.. :emotion-42:

2 Bronze
2 Bronze
791

Nah, it's fair. Chances are, you all are still under warranty. I'm pretty sure anyway; If you haven't done anything about the smell for the 3 years it takes for standard warranty to expire, the smell will have gone away by itself by then.
791


Of course we do make exceptions in extraordinary cases and do what’s right by the customer in whatever way we can regardless.
As such, the best thing to do now is to report the problem to Technical Support and we will take it from there.


DELL-Joey C
Social Media and Communities Professional
Dell Technologies | Enterprise Support Services
#IWork4Dell

Did I answer your query? Please click on ‘Accept as Solution’. ‘Kudo’ the posts you like!

2 Bronze
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791

You will need to call into technical support toll free in your country, log a call on your 6430U smell, and the tehnical support will do the rest.

Uhm. No. Users here have included their serial numbers and already had SEVERAL points of contact with your company. You can check their tickets and manage the re-issue through here thanks. You don't need to fob them off and leave the ball in their court again to claim another part. Did Apple do that with the bumpers when they screwed up? Of course not. 

Be sure that your laptop is under warranty for the replacement.

Ignore this guy. He might have DELL- in front of his name, but clearly he doesn't work for Dell. If he does, he won't in a few days issuing such TERRIBLE advice that amounts to criminal negligence.

Your laptop, if affected by this fault, WILL be replaced by Dell or you will be able to sue them for a replacement, and all your time, losses, and messing around. It's that simple.

If you, Dell, choose to ignore these guys, I'll personally be having an absolute blast representing them free of charge in a class action against you. (Snap, I knew all that law school would come in handy one day on the internets!)

@bashpr0mpt on Twitter, if you're having difficulty getting these guys to pull their fingers out, add me and let me know. I'll ride them for you and get some equitable solution. No one deserves <ADMIN NOTE: Substitute character removed as per TOU> service like this.

Warranty? What planet are you on dude? You're selling a defective computer that SMELLS LIKE CAT PISS. You're a bad meme right now, you will forever be known as the cat piss computer company. FOREVER. And you're pinching pennies about warranty? Dear god man. Someone sack this imbecile already.

2 Bronze
2 Bronze
944

I take it everyone's seen these stories in the news today.

BBC: http://www.bbc.co.uk/news/technology-24741832

Guardian: http://www.theguardian.com/technology/2013/oct/30/dell-laptop-cat-pee-urine-smell-latitude-e6430u

My replacement palmrest is being couriered over today. Let's see how it works out......

3 Argentum
944

Just wanted to provide a quick update for everyone.

As mentioned before, the issue was fully investigated and Dell has determined that the smell is not at all related to cat urine or any biological contaminate. Further testing revealed that there is no health hazard related to the smell.

The issue has been corrected on new units currently being ordered. We are currently finalizing plans for a full resolution for those who still have unit that exhibits the issue. I am hoping to post a root cause and resolution either this week or the next and am just waiting on engineering to finalize a few details.

We do appreciate everyone's patience as we work thru this issue. For updates, keep watching this thread or follow me on twitter @stevebatdell

Dell-SteveB
Client Product Strategist | MCTS, MCDST, CompTIA Security+ Certified
Follow me on Twitter: @StevebAtDell
2 Bronze
2 Bronze
944

Patience is a virtue... waiting 4 months to find how to deal with such unconfortable issue is not professional.

As far as i'm concerned, i spent too much time in emailing, phone calls,.... (commercial, help desk, Dell quality service,...)

All the most funny is that i just learned that the "new" palmrest is out of stock in my region....

Kind regards

A disappointed Dell Partner.... 

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