XFI Problem - I would like some help.

Question

Hello, my first post on these forums and unfortunately it's not because I'm happy with DELL.   Let me start by saying I am not new to the PC scene, neither am I an expert. You could catergorise me as a competent enthusiast. - Anyway, I recently spent around 3000 Pounds on the flagship dell desktop, the XPS 710 H2C. It's a beautifully styled machine, the best looking machine I've seen as you would expect for 3 grand. I unpacked my new machine, followed the idiots guide to set it up and turned it on. It booted up nice and quick and after 20 minutes familiarising myself i started to install my games.    So i booted up COD2, CSS GW and to my dismay after a short time the PC did 1 of 2 things. It froze completely with a high pitched wail coming out of the speakers and only a hard reset would fix this. Or the high pitched wail would start and the game would run fine without a system crash.   Before I posted here I investigated the XFI at Creative Labs forums and found multiple threads complaining of this same problem, some users claim its an IRC conflict or a USB conflict. Other clam its down to cheap components but nobody has a definitive answer. Unbeleivably Creative Labs refuse to respond to any of the topics in their forums and have not responded to my email   I have had 3 DELL systems over the years and have spent nearly 7000 pounds with them, I've been happy up until now.   I would very much like a DELL rep to officially open up a dialogue with Creative labs to Investigate this problem and keep me up to date by email. If you are unwilling to do so I am going to send the system back, ask for my money back and take my custom elswhere. I'll regret doing this because the 710 is a fantastic system but It's not working 100%.   And at 3000 pounds it should be working 100% don't you think so?

davejohn · Answer

Yes, I think so.  Glad I could help.   Dave

Uncle Ripper · Answer

I agree with you. I to would be dissappointed with a system that should perform flawlessly out of the box only to find after many hours of tedious research there's no fix. Bad hardware is understandable and fixable, take it out, replace it and go on with life and gaming. I have a hard time casting blame on a company that for my computer life has done right by me. That being said, there's no way you should keep a system that does not perform out of the box no matter what the cost. Hopefully the problem has been documented with tech support from the beginning. I would have Dell send a tech overnight to at least try and fix the system or verify your findings. If he cannot fix it send it back. It's a shame your system of a lifetime did not perform. I'm crossing my fingers in hopes you'll be satisfied in the end.

BTW: After responding to your thread I gave it some additional thought and correct me if I'm wrong but there are many systems like yours in perfect working order. I'd either have dell replace with a new system or troubleshoot by replacing one piece of hardware at a time (starting with the MOB) until the condition is resolved.

Message Edited by Uncle Ripper on 02-02-2007 06:28 PM

kmkenney · Answer

I'd call Dell and see what they have to say regarding the issue. Perhaps they can send a technician out with a new sound card. I've found that while the Creative Sound Blaster X-Fi is a great card, it can also be a pain in the rear sometimes and depending on your usage you may get decent results out of the onboard audio.

K Collins · Answer

Thank you for your advice gents, Im in the British Army and work in Belgium, I dont know if a dell tech would pick it up from here. Also, I am waiting for a response, I'll give them a little more time, a week should be enough before I take further action.

Uncle Ripper · Answer

Dell have a 21 day no questions asked return policy.  Don't know if you're past that yet.

horti guru · Answer

I tried the reflash and it seems to be working , no wailing after 4 hours of game play, thats the best I have at the moment,

also xps support is run by a company called stream here in europe they have been helpful but ultimately this other fix seems to have worked so far for me.:smileyvery-happy:

Flash the XPS system bios to the latest one and see if the issue reappears.

XPS 710 1.1.0

Message Edited by horti guru on 02-23-2007 05:32 PM

K Collins · Answer

Guys thanks for your advice but i want a DELL rep to answer this topic. I want a response from them. This is getting really annoying.

DELL-Chris M · Answer

K Collins, We are researching this. It will take some time. No I do not have an eta.

K Collins · Answer

Any news yet, anything at all? If not can you PM me the email address of the person heading up the investigation of this problem so I can discuss it directly with them. I need an answer other ASAP. Thanks.

DELL-Chris M · Answer

K Collins, All,

Any post which, in my opinion, attacks or insults a DCF (Dell Community Forum) liaison will be removed.

You will have to wait while we investigate this. We do not give out the engineers email addresses. You have options...

* Wait for Dell and Creative to fix the issue.
* Contact Care and arrange a CRA (credit return authorization) of the Dell sound card and then buy the retail sound card.
* Contact Care and arrange a CRA (credit return authorization) of the entire Dell PC.

Customer Service (Chat, Email, and Phone)

Message Edited by DELL-ChrisM on 04-09-2007 10:46 AM

K Collins · Answer

I want this soundcard issue fixed, an explanation why It's not been working for the months I've had this £3000 system. I also want an apology for your poor customer relations. I brought this problem to your attention some time ago and I have had ZERO feedback from you, can you blame me for thinking you are ingnoring me in the hope that I'll go away? . . . Where exactly are we on the soundcard fix issue? Answer that question for me please. If you can.

Capt._Bobby · Answer

http://www.consumeraffairs.com/computers/dell_svc.html

Capt._Bobby · Answer

I understand. That link wasn't to provide help; it was more to help you understand that help from Dell isn't as good as we would like it to be. For what it's worth, I gave up on Dell fixing this issue. My sound card is in my parts bin and I'll live with the inboard sound till I buy a new machine. I truly empathize with your predicament.

K Collins · Answer

Thanks for your input Capt. Bobby but Im after an answer from DELL, I dont want to be searching accross links or other sites when the answer to my questions should be supplied by DELL.

K Collins · Answer

I want this soundcard issue fixed, an explanation why It's not been working for the months I've had this £3000 system. I also want an apology for your poor customer relations. I brought this problem to your attention some time ago and I have had ZERO feedback from you, can you blame me for thinking you are ingnoring me in the hope that I'll go away? . . . Where exactly are we on the soundcard fix issue? Answer that question for me please. If you can.

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XFI Problem - I would like some help.

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