Video Card - No Replacement

Question

Dear Sir:Let me outline once again why the two options, excuse me three options, you offered are unacceptable. 1. The R9 Video Card you offered has been in my computer twice and has failed twice, I do not care to put Dell nor myself to the expense or trouble with a known issue.2. The second card you offered is a 1.5 gig card and mine is a 2.0 gig video card. You are offering me less in a replacement for something that is under warranty.3. The third card you offered does not have a Display Port and instead of 4 ports for monitors it has three. Here again, this is less than what I have. To sum this up, you want me to accept a card that is less than I have or nothing at all or to take a third R9 card that has already failed twice. In addition you mentioned, the motherboard may be causing the issue and I informed you that Dell replaced the motherboard, power source, and video card the last time the card was replaced. This did not solve the problem. Further, you told me that any card above the cards offered would be more expensive than the one I have that doesn’t work so you couldn’t offer anything else to me. I told you I would gladly pay the difference but you stated that wasn’t possible. In the end, I asked to be connected with your superior and was told that you represent Dell and there isn’t anyone above you with Dell Corporation. You refused to provide me with any additional information with the exception that no matter who I spoke with I would get the same answer. It is sad that it took from September 2014 until January 5th, 2014 to come to this conclusion. I spent countless hours on the phone with Dell Support trying to resolve this issue. I am a computer teacher for a local middle school so my computer is important to my job and career. You have made it abundantly obvious that teachers nor any other professional can depend on Dell for a fair and equitable resolution to warranty issues. I will discourage any teacher or professional from purchasing from Dell now and in the future. Just a thought, repeated scripted answers do not solve problems. Ervi Chastain

DELL-Chris M · Answer

The purchased warranty entitles you to a video card replacement using the same card, but not an upgrade to a different video card. I doubt that the entire R9 line will not work on this computer. All you can do is keep having us send out the R9. After two more video card exchanges, ask for a used computer exchange. By the way, what other video cards have you tested in this system? I would guess that you have access to other video cards in your computer lab?

ClearwaterFl · Answer

Chris:

Thank you for answering my post. I have put two R9 cards in my computer with both failing. In addition, the motherboard and power source has been replaced. I don't want to put a third R9 in and have the same problem. No one at Dell seems to know of a card that has the same specifications as the R9 with 4 ports, DVI-2, HDMI, and Display. Therein is the problem so they decided to do nothings unless I chose a lesser card or one that does not have the same configuration.

Dee Chastain

ClearwaterFl · Answer

XPS 8700 (Mid 2013)

ClearwaterFl · Answer

If someone could just tell me what video card would work with the motherboard and power source, I will go purchase it myself.  After reading other comments, I don't think there is much hope but Dell will lose yet another loyal customer.

DELL-Chris M · Answer

What specific Dell computer model?

DELL-Chris M · Answer

The only video card with the same ports is the Nvidia GeForce GTX660Ti D14P2-40 but it only has 1.5GB GDDR5 memory. Other XPS 8700 users updated to Bios A10 released on December 15. They could then install the retail Nvidia GeForce GTX 970 and 980 video cards. If you have not updated to this bios, do so and re-test the R9.

ClearwaterFl · Answer

Release date 24 Jun 2014 Last Updated 24 Jun 2014 Importance Recommended This is the only update I see for the XPS 8700.  Can you provide a link please.

DELL-Chris M · Answer

I hyper-linked A10 in my previous post? Here it is directly:http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=WVHKG

DELL-Chris M · Answer

The XPS 8700 uses a 460w power supply. Our OEM (original equipment manufacturer) video card is validated with our 460w power supply. The retail video card specifications do not apply to our OEM designed video cards.

ClearwaterFl · Answer

Thermal and Power Specs:

98 CMaximum GPU Tempurature (in C)

145 WGraphics Card Power (W)

500 WMinimum System Power Requirement (W)

2x 6-pins

Good Morning Again:

I updated and then looked into the card. This card requires a 500WMinimum and I think my system has a 480W.

Dee

ClearwaterFl · Answer

I asked our Dell Technical Adviser for our school district because I didn't understand how this applies to a video card that needs 500w of power.   He couldn't explain to me either unless the cards, Nvidia GeForce GTX 970 and 980 video card, you mention has a lower power supply usage than 500w as specified in the retail version.  If it doesn't then I am right back where I started.  By the way, how do I request a refund for the entire unit since I am beginning to think the XPS is a lemon and would fall under U.S. Lemon Laws?

DELL-Chris M · Answer

Perhaps I was not clear. The Dell video card does NOT need a 500w power supply. Our Dell OEM AMD Radeon R9 270 (RD14D-P1-70) video card memory 1400MHz and GPU Engine 925MHz settings are lower than the retail video card settings. Our card only uses 150w. That still leaves you with 310w for the system and its other devices. This is how we can validate our card with our power supply. The retail R9 270 use memory 5600MHz and GPU Engine 925MHz. That is why the retail card requires a minimum 500w power supply.

There is no refund provided after the initial 30 days from the Dell invoice date.

After updating to Bios A10, did the R9 fail as it did before?

ClearwaterFl · Answer

Hi Chris:

Yes, the video card is still not operating correctly. Just loading a page on a browser brings distortion much less playing a game or using Photoshop. I was referring to the Nivida Cards you mentioned not the R9. At this point, I want nothing to do with Radeon.

DELL-Chris M · Answer

Understood. To get the same video out ports, we can only send you the same AMD R9 video card, or the Nvidia GTX 660 1.5GB. Even if you got a system exchange, it would be the same components so you would get the R9 again. Or you could purchase locally a higher wattage power supply and better Nvidia video card.

ClearwaterFl · Answer

Chris:

I guess I am right back where I started which doesn't surprise me. Could you provide me with the information I need to purchase a new power unit (number of pins, recommended wattage, etc.) if I choose to purchase a power source and a video card on my own. This is an expense that should not be necessary had Dell honored their warranty.

Customer Care

Video Card - No Replacement

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