mjpg4950
2 Bronze

XPS M1530 - lots of problems and no customer support

I got my new XPS M1530 3 weeks ago.  Have had LOTS of problems with the computer and have spent hours and hours on the phone being transferred  in circles from one support person to the next.  If you have any of these issues with your new XPS 1530, you are not alone.

 

I was getting error messages when I booted up and my wireless card would intermittently "disappear" from my computer.  After many hours of troubleshooting "chats", phone calls, and a blown-off scheduled call, Dell replaced the motherboard and bios chip and the power adapter.

 

My TV tuner card was defective.  Dell replaced it.

 

My computer crashed and I lost all of my hard drive data.  Fortunately (or so I thought) I had backed everything up on Dell Data Safe.  But now I can't get my files back from Dell Data Safe.  I've had Dell working on this for a week.  I've chatted, talked, and troubleshooted with 6-7 techs about it.  Twice now techs (actually one tech and one "specialist") have blown off scheduled call-backs.  One tech told me that Dell Data Safe is actually run by a 3rd party, not Dell, and that Dell has had lots of issues with them.  The tech assures me that there are a lot of people at Dell working on the problem, but don't know when or if there will be a resolution.   A couple of techs have told me it's a problem with Dell Data Safe's server and they're not sure if my data still exists.  I'm supposed to keep calling Dell for progress reports.

 

My new Dell 968 printer arrived with a big gouge in the side.   Dell replaced it.

 

My blu-ray drive stopped working.  Dell decided to replace the whole laptop for me.

 

Here I sit with my new replacement laptop.  The "order details" list (ie, parts list) for the original computer is 1-1/2 pages long.  The list for the new computer is only 1 page long.  I started looking through the lists side by side.   My "replacement" computer is missing some hardware.  I called Dell this evening and went through the list with a very nice and understanding tech, who was only able to get about 2 minutes of his "specialist's" time.  The specialist told him that Dell would have to send out someone to take apart the new computer, replace the LCD screen with an LED screen (like it's supposed to have), install the wireless card that's missing, and install bluetooth like it's supposed to have.  The "specialist" said that the LoJack that I had on the original computer but not on this computer is "just software" so nothing needs to be done about that.  (Could that be right?  Doesn't the device tha LoJack is tracking need to be sending a signal of some kind in order to be tracked?  If the "specialist" is right I'd at least like a minute of his time to discuss it.)  There were some other items missing from my device manager list that the "specialist" didn't address. 

 

My tech was obviously frustrated with his specialist and tried to get the attention of another "specialist."  The tech got back on the phone with me, told me he had struck out, and that probably the only person at Dell who would really be able to help me sort this out was the individual who actually placed the order for the exchange the week before.  (It had taken conversations with 7 people to get to him that day and with at least 6 people the day before that.)  I called back and left a voicemail for that team and am now waiting for a call back.

 

So, here I sit with 2 new XPS M 1530's - one that doesn't work and another that I didn't order.  I'm waiting for a call back (and hoping that I don't get blown off again) from supposedly the one tech at Dell who can sort this out. 

 

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14 Replies
mjpg4950
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

Update:

 

Called Dell specialist twice yesterday and today and left messages.  Her voicemail says she's there.  No returned call.

 

Called Customer Care.  Explained that yesterday tech support told me the only way to get the RIGHT computer was to talk with the specialist who ordered it for me.  But she's not calling me back.  Customer care offered to SELL me a new warranty (on a brand new computer with warranties) that would allow me to speak with the same tech team....in the US!.... each time I call.  I declined.   I shouldn't have to pay to talk with someone about returning the wrong computer build and getting the computer build that I ordered and paid for, right? 

 

Back to tech support.  Spoke with a tech who pointed out to me that although I didn't have all of the hardware I ordered I did have the IMPORTANT hardware, e.g., a battery and  the intel dual processor.  (Honestly she said that!!!)  I told her that I don't have the following (which I paid for):  LED screen, bluetooth, a wireless card, LoJack, Dell Data Safe (for what it's worth), a keyboard device, lots of software and more. 

 

Finally got through to the "specialist" who manages the tech I just spoke with.  She tells me that because Dell orders in bulk it might not be possible to get the exact computer that I ordered.  She said that she could place the order, but the computer that I would receive could be different.  Some parts would be the same, some might be upgraded, and some might be downgraded.  Dell might have all of the right parts, but their business model doesn't support looking in specific warehouses for specific parts.  Lordy.  So, back to customer care?

 

Spent the next 45 minutes on the phone with a customer care manager, arranging to send EVERYTHING back.  Dell is taking back the printer, BOTH laptops, the TV tuner card, the wireless USB hub etc etc.

 

So, finally, RESOLUTION.  On Tuesday DHL and UPS will come and take the 6 boxes that I am to pack up and return them to Dell for a full refund.

 

Dell, I've never ever bought a computer from anyone else.  Before now.  Thanks for taking everything back at least.  But I am SO disappointed.  I hope that someone there pays attention.  This is why Dell is losing market share, Michael Dell. 

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pogikosobra
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

I think you just had a bad case of of owning a very faulty laptop. emoticon.Storm.title

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pogikosobra
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

I think you just had a bad case of of owning a very faulty laptop. emoticon.Storm.title

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322sloper
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

Hi.

I feel for you.  I also purchased a 1530 and haven't really set it up  fully.  The problem I am stuck with is the annoying intermittent clicking noise that is seemingly being made by the HD.  I have had the HD changed first for the same brand (Toshiba) and then to another brand (seagate)- noise is still there.  Do you have the same issue with your XPS? 

thanks

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mjpg4950
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

Hi there.  Thanks.  My 1530 had the seagate and it ran without any noise.  The whole computer ran totally quietly (...except for the error "beeeeps").

 

I finally called it a day and returned the 1530's (2 of them!!).  Dell tried.  They sent me a whole new replacement for the first machine, but it was missing some upgrades that I had paid for on the original machine.   Some of the missing hardware was just an oversight that Dell was willing to fix, but the other part of the problem was, as a manager explained it, that Dell buys parts in bulk and builds based on what they have in stock and sometimes there are upgrades and sometimes downgrades, but no guarantees.  (Within the first 3 weeks of ownership?!)  By that point I was way to annoyed to keep the computer under any circumstances.  emoticon.Sad.title

 

Anyway best of luck to you.  It's a great machine.  HOWEVER, you should not be hearing clicking noises.  Be sure and be really persistent about getting it fixed.  Also, I think you have more leverage if you can report anything that doesn't seem right within the first 21 days.  And I didn't realize until a tech told me....they count 21 days from the invoice date (ie, the date they ship the computer), not from the date you receive it.

 

Keep us posted.

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89gt89
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

I ordered my XPS in July, and the machine seriously overheated about a month ago.  You could smell solder.  So back to Dell it went.  I got the machine back today and went to pop the remote control in the accessory port and found that it is mangled.  Whatever the repair depot did to this machine was not detailed on the summary of repair slip.  It was actually blank.  I called tech and told them that I have no confidence in their repair dept and now have to have another thing repaired...they transferred me to customer service where the rep prefaced the conversation with "please listen to what I have to say before you comment, we will not replace the machine."  So they will have to repair it a second time.  This time, a tech will have to come to my house to repair it.  I hung up before I could set an appt....I hope this isn't a lemmon... 

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saragose
2 Iron

Re: XPS M1530 - lots of problems and no customer support

Hey There,
I really feel for you, I'm having the same problems. I spent 4 hours on the phone with Dell yesterday to get a repaired laptop delivered. And 2 hours on the phone last night trying to tell Dell that bad replacement parts don't count as accidental damage and should be covered.

Having spent more hours on the phone with Dell this month than with my own family, I don't really feel like I have confidence in their repair capabilies either (my laptop screen was beveled and had a green line on it). I've already learned the hard lesson that if something doesn't work, call right away. I think at this point, if there's anything wrong with your laptop, and you can still return it, you should do so!

Last piece advice to those who're still having troubles with Dell tech support, go to radio shack/circuit city and pick up a device that allows you to record phone conversations. I have found on far too many occasions that the details written in a case file do no match exactly those from our conversation.

Good luck!
Eric

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pathfind3r
2 Bronze

Re: XPS M1530 - lots of problems and no customer support

Hey,

I definitely feel for you. I'm having the same issues with getting my Dell XPS M1530 replaced. My laptop has had a plethora of issues since the day I received it from Dell. Just getting the laptop delivered to me turned into a nightmare between Dell and DHL, but that is a story for another time. I am going on a month and a half -and it is still pending a full resolution. My laptop was shipped to me October 8th, 2008 and we are almost to thanksgiving. To make a long story short, they finally caved in 2 days ago and said they would replace the computer after having it at the Depot where they "Could find nothing wrong".

 

If you would like to read the full story go here:

http://dellxpsm1530.wordpress.com and here:

http://albany.craigslist.org/wan/926050853.html

Let me know what you think. Luckily I was prepared for their run-around by recording everything after the depot with pictures and video. I then posted everything to my blog I specifically made for this problem. I didn't realize all of that was on this site until now.

I'm now waiting for my replacement Dell XPS M1530. I hope all of my upgraded parts are there as well.

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Thereal-dbk4297
5 Rhenium

Re: XPS M1530 - lots of problems and no customer support

Hello,

Go to this page and give a "brief" description of your woes.

Short, sweet, and to the point will get you your laptop. emoticon.Yes.title

Mis Dos Centavos,
Darrell

Gadfly at large

Helping Dell Customers here since 1998

My systems ...
Dimension XPS D266 - Now retired
Toshiba Tecra M1
Dimension 4300 - Received DOA as a gift. Reinstalled XP and still working great
Dimension 9150 - Pent D 3.2GHz, 4GB dual-channel 533 DDR2 Windows 7 Pro, Firefox 3.6.14
  Congrats to Jimmie Johnson #48 - FIVE time Nascar Sprint Cup Champ !!!!