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Last reply by 10-31-2013 Solved
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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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11889

As Sam mentioned above and as you are all probably aware by now, we do have a fix for the E6430u Smell issue. I want to thank each and every one of you for your patience as we worked thru this situation. We are committed to our customers and delighted to have been able to have brought this to resolution.

Dell-SteveB
Client Product Strategist | MCTS, MCDST, CompTIA Security+ Certified
Follow me on Twitter: @StevebAtDell
11889

Hello,

If you are having an issue with your laptop smelling bad please see the following link. http://en.community.dell.com/dell-blogs/direct2dell/b/direct2dell/archive/2013/10/30/solution-to-the...

Please let us know if you have any other questions.


DELL-Sam L
Social Media Support Enterprise
#IWork4Dell

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1992

Hi Steve

Any fix on this? I was just delivered this laptop on Friday 25th Oct.

Running it today and Monday it really smells. 

This is not acceptable to use in a closed environment. 

Clair

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1992

Dear Dell,

I've been watching this thread for awhile now and fully understand that it takes time to get accurate information before fully making an official statement about the 6430u (also an owner).  Where you are definitely disconnected from in this situation is that at the point you all determined it was a manufacturing process problem, you should have contacted everyone on this thread (at a minimum, and arguably you did via SteveB), and said either send in this system for a full replacement, or shipped to the effected users a replacement palm rest fresh off the shop floor!

There's a plan,  actually two, for remediation and may be keeping a few of the posters in this forum as future customers.  4 months + and you didn't have time to think about customer satisfaction...pitiful.

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1992

Dear Dell, Do you know what my wife and I went through because of this? How terrible we feel because we scolded a cat that did nothing wrong? A cat named "Jerry" (odd name for a cat, I know) that has been a part of our family for 18 years, because we thought he was becoming senile or having bladder/kidney issues? Not only do we feel terrible for scolding him, we wasted countless veterinarian bills trying to determine why he was urinating on my 6430u. Turns out Jerry is as good as always, and I want Dell held accountable for this misery.
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1992

@richard

We're not so far... i'm in France

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1992

Not only in your region they're out of stock, I was informed by my collegueas of ICT dept (they are working for Dell), that the palmrests are out of stock as well in The Netherlands for te moment and are in 'back-order'....

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864

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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864

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
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864

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......

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