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Video/Audio Freezing, Glitching Problems
Hi,
I recently purchased a Dell XPS 15 off of the Dell website. After only about 2 weeks of owning it, my laptop began to have "freezes" where the audio and video would become distorted, usually while I was playing games, but also during simple programs such as playing music or even upon login into my computer user account. I emailed a Dell Technical Support representative; he had me reinstall video drivers, audio drivers, run diagnostic tests, and supposedly found nothing wrong with my hardware. He then transferred me to software support, who cleared my cookies, ran several virus and malware tests, and created a second user account because he thought the glitching might be caused by some malware contained on the first account. Within a day of using the (new) second account, I experienced the freezing again.
Does anyone have any advice or possibly even a better way to contact a Dell Support representative that will actually respond to my issues? I was hoping for better customer service from Dell, but every time I try to seek help I end up with a hard-to-understand representative from India who ends up trying to sell me something.
Thank you for your help.
waytogomike
11 Posts
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Posted September 25th, 2012 20:00
yah i too have an XPS15 and i had dell come out and put in a new graphics card because in a "test" it came up as being a problem. however the fix only lasted about a day then more freezes. i can run most games but if i get in to games like WoW or City of Heroes it will freeze up after about 5 mins of game play.
i have a fan sucking hot air out of the vent and i have fans blowing in to the laptop. however i would like to see more help from dell that is not "pay us to find out the problem with our tech." i love dell and all but this computer cost me $2K and it is worth less than scrap at this point, i cant play any of the CoD's or anything high rez because of this problem. and all they have to say is to install the drivers, and clear the system out of all things remotely bad.
honestly i hope i can afford a new laptop soon because this one is almost useless to me now, i payed a lot of money and i got second rate support. after all the fix's they had me do and the problem persisted they had me doing everything over again.
if there is a fix i hope to be the first to find it.
Philip_Yip
11 Legend
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16052 Posts
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65915 Points
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Posted July 15th, 2012 03:00
This is a shame, I had a look at the new XPS 15 specifications and it seems like a really nice system. If the diagnostics pass then it suggests that nothing is wrong with your hardware. That it is a software issue...
One way to test this would be to make a Linux CD and boot from it. Don't install it, just run it from the CD, see here and here. If the system freezes in the same manner as it did for Windows then it will be a hardware issue. If it is fine it suggest that the way Windows is installed is causing the issue.
If it is a hardware issue you will need to contact hardware support again and tell them the issue occurs on Linux aswell as Windows. Hopefully they will then resolve it. See how your luck goes and try to demand a replacement system.
If it is the software issue. Personally I don't like the factory settings as I experienced some similar issues with them, like yours but not so extreme. In my opinion the Dell Factory Settings ruin Microsoft Windows and I don't know how they can possibly make them so bad. I would personally perform a clean install. To do this follow my wiki A Clean Install of Windows 7, I have went over the process in fine detail. My guide also takes you through the install using downloadable retail media and phone activation or the Dell Reinstallation DVD. The Reinstallation DVD is slightly better.
You may want to call the software support again and have them send you a Dell Microsoft Windows 7 Reinstallation DVD. Demand it and say that they have attempted to help you with everything you have mentioned above which hasn't worked. Alternatively fill in the online form here with the same information.
Windows 11 Installation Guide
Windows 7 Installation Guide