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May 26th, 2011 11:00
Recurrent problems with XPS M1730
Bought an XPS M1730 Two years ago and overall very happy with it.
1. During the inital warranty period. It would not boot up and Dell had to replace the video card.
2. Worked well for another year, then I had the same problem. I paid $500 or so for out of warranty repair where they replaced the video card.
3. Worked well for three montsh, then had the same problem. It was still under the 90 day warranty for the repair and they replaced teh video card.
4. Worked for 3 days, then had the same problem. mailed it back and they replaced the video card.
5. Worked well for 3 days, then had the same problem. mailed it back to them, they replaced the video card. Whne I got it back, the herd drive was not working. With help form tech support, we figure out it was beause the cable fro HD to motehrboard was not atteched (either by the repair tech or came loose during shipping.
6. Worked well for 5 days, then stopped again. I just mailed it back for the 5th time
I tried to talk to tech support to find out what is wrong and why they have to repeatedly replace the card. I can seem to get through the telephone system to talk to the actula repair guys in Round Rock, TX
Any thoughts on how to actually talk to someone who does say "I can understand your frustration?" but does not answer my question.
Thanks.
ejn63
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May 26th, 2011 12:00
The video cards in these systems are well known for unreliability - there's no real fix, either.
kaligaclark
11 Posts
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May 26th, 2011 12:00
Give it up, dell DOES NOT care!!! Here is my horror story:
In April, 2011 I had an issue with my laptop and called support. I was on the phone for about a few hours because every person I talked to told me a different story about my warranty. One person would say that my computer was in warranty and one would say that it was not. I eventually got someone from customer service to get support on the line, with me on the line, and said that I my computer was IN warranty. Once that person got off the phone the support person said my computer was NOT under warranty. By this time I was SO frustrated I paid the $159.00 and we made arrangements to send my computer for repair. The insured me they would get it back to me with 10 DAYS.
After nearly 2 weeks I called and asked where my computer was, they said it was being tested and they would send when it was done. At the same time, someone called and said that my laptop was on its way. I got it back and used it for 2 days and it started doing the same thing it was doing before I shipped it off. I called support AGAIN and made arrangements to have it sent off again. Again, they insured me I would get it back within 10 days.
I called about a week later and asked about my computer and they said they had received it and were in the process of working on it. I got a message from Dell support shortly after that said they were sending my computer back. When I got it back on Friday evening, I used the computer for a few hours. The next morning it was doing the same thing as before and would not turn on. I called and they said they would not be able to help me until Monday. The next day, Sunday, I got on-line and chatted with a person from customer support who said they would extend my warranty till January 2012 and have a technician come out to fix my computer. He said they would replace the motherboard and screen.
The technician came out on Friday and was unable to fix my laptop. The only equipment he brought was a hard drive. Besides that he said the problem was a short in the on/off button that was part of the chassis. He left and I called Dell immediately letting them know I wanted a replacement laptop. In Arizona we have a lemon law and after 3 attempts to fix and issue a replacement are required. They support guy on the phone said they would replace the laptop, but the server was down so he was unable to complete the transaction. He said he would call on Monday to setup the replacement.
On Monday May 23, Dell support called and said the server was still down and he would not be able to set me up with a replacement laptop. It is now Wednesday and I have not been able to get a response from anybody! It is NOT my problem that the server is down. Your company should find a way to get me a replacement laptop without the use of a computer. I don’t care or need to know the server is down. Besides if the server has been down since Friday then your company needs a new IT department, because there is NO reason a company should be down for so long. I am trying to get my master and I have been without my laptop for nearly 6 weeks. This is NOT acceptable! I am attaching the chat logs from my conversations. I want this resolved ASAP!!! I will NOT be buying a laptop/desktop/server/printer from Dell EVER AGAIN! I work in the IT field and will recommend to every IT person I know not to purchase Dell. This kind of service is beyond bad!
On Wednesday May 25, I called Dell because NO ONE had contacted me and the spoke with a “supervisor” who said they would NOT replace my computer! They would try and fix it again a FOURTH time! I asked to speak to someone above this person and he said there was no one. He said he would escalate the situation and have someone contact me within 24 to 48 BUSINESS hours! I asked what that would be in days and he said he could not tell me because they do not work Sunday and Monday. I asked about the 24 to 48 hours would be 6 days and since they do not work on Sunday and Monday that would mean that they may not get back to me till Thursday of next week (48, working hours) and he said they work 24/7. This does NOT make any sense. Another reason I am so frustrated with Dell. I get a different story from EVERY person I talk to! At the same time I was talking to this person I got a message left on my phone by someone else at Dell that said that there is a 90% chance my computer will be replaced…. REALLY? What is the CORRECT story? How am I as the customer supposed to have ANY faith in Dell when every person has a different story?
Also, I went to my on-line account and Dell charged me $114.74 for the extension of the warranty! I did not ask, they offered to do it for me as conciliation for ALL the trouble they had given me. Now they want me to pay? What? I need some resolution to this mess!