I wouldn't waste the money. I think the 9100s have an overheating design defect that ultimately causes the motherboard, video card, or power manager to fail. I don't think that Dell cares about its customers that purchased Insp. 9100s. My story follows (and I have paid for on site warranty support through 2007)...
My problems started with an intermittent POST problem. When I tried to start the computer, the lock lights would flash once and nothing more would happen. I called technical support, attempted to explain the intermittent nature of the problem, and explained my belief that the motherboard temperature sensor was failing. Thankfully, the unit was still under warranty, so Dell authorized a return. I sent it to them, they claimed to fix it, then sent it back. However, the unit continued to fail intermittently. So, I called again.
I learned that the depot hadn’t done anything to the computer even though I had taken the time to include a written summary of the failure mode and my speculation as to the cause. So, off to the depot again. This time, Dell replaced the video card. The unit still didn’t work. On my third call to tech support, I was instructed to flash update the BIOS with a download from Dell’s FTP site. This seemed to resolve the problem. (I now wonder if this was some sort of work around.)
Shortly thereafter, the AC adapter seemed to fail. I called Dell to order a replacement. I was told that Dell did not carry the AC adapter in stock anymore and that a request to order the part would need to be initiated. Eventually, Dell shipped me a refurbished AC adapter at no cost and with no warranty.
Three weeks ago, the computer started telling me that it was unable to identify the AC adapter.
Then, last week, the computer ceased to POST even with the AC adapter plugged in. When the adapter was initially plugged into the computer, the light on the adapter would show green. Shortly after plugging the adapter in, the light would begin to dim and eventually go out.
Assuming that the problem lay with the adapter and/or the batteries, I decided to order replacements. I first attempted to purchase the replacements on line. However, when I searched for the parts, Dell’s online catalog instructed me to call sales (a bad sign). I called and asked to buy the battery and adapter. The sales person gladly accepted my $230 order and assured me that the correct parts were identified in his system and would soon be on the way.
Yesterday, the parts arrived. Unfortunately, I was sold a battery for a 9200 and an adapter for an 8500. I immediately called Dell and, after pressing four buttons, was connected to India.
I explained my problems to the tech support person. He told me that I had been sold the wrong parts (no kidding) and that I would have to call sales to get the correct parts. I told him that I had called sales. I also expressed concern that the problem really resides in the motherboard. Of course, we can’t troubleshoot the computer without powering it up and he can’t authorize a repair call until we first go through the telephone diagnostics. Yes, I had purchased the two years on site service when it was offered near the expiration of my initial one year warranty. Eventually, he looked up the part numbers and initiated a call record. After looking up the parts, he told me that he had to connect me to customer service to place the order for the right parts.
After a lengthy wait, I was transferred to the Philippines. The customer service rep wanted to immediately arrange for the recovery of the incorrectly shipped parts. I asked him if he would be able to place the order for the correct parts. “No,” came the response. I would have to speak to yet a third person to place the order for the correct parts. Unwilling to arrange for a return until I could confirm my access to the correct parts, I insisted to speak to sales.
Another wait. Now I was transferred to Texas. I again asked to purchase the battery and adapter for the 9100. This time, the sales rep told me that he could sell me the battery, but that he could not order the adapter. Getting somewhat frustrated, I asked if there was one person at Dell that I could talk to who could resolve my issues. “No,” came the response. I would have to talk to sales to order the battery, customer support arrange the return of the parts that Dell had incorrectly sold to me, and to tech (again!) about the adapter which he suggested could only be obtained from reworked returned adapters.
UGH!
Two calls and three different Dell representatives later....this is the best that Dell could do.
A refurbished adapter is being sent to me. I don’t know when it will be sent. There is no guaranty that it is the right adapter or that it will work (or for how long it will work).
THIS IS SIMPLY UNACCEPTABLE!
Dell, if this is what you do for your customers with on site warranty coverage.....well, I can’t even finish the thought.
Sadly, I note that Dell recently reported favorable financial results. So, I guess cheap products (and I don’t mean price) and non-existent customer service yields profits in the short term. Beware that your name becomes mud in the marketplace. Your short term strategy will not work for long!
So what do you think I should do, i am using it right now, after 30 minutes of the lights flashing and giving no power it finally booted. I was told that it could be the actual switch/power button but I am not sure, I do know I have had this running for a couple hours and nothing bad has happened yet, it did a windows update, restarted with no problems but I am afraind that once I shut it off or move it I will spend my time trying to get it to turn on again. My wife actually told me to purchase a new one surprise this isn't even 2 years old yet and I have nothing but Dell in the family and some friends.
My point is that my computer (I use that word loosely) exhibited the same "sometimes it works and sometimes it doesn't" behavior. After doing significant troubleshooting and a lot of on-line research, I am convinced that my intermittent problem is/was tied to a fault on the motherboard. Specifically, there is a temperature sensor that inhibits the processor's operation when the sensor believes the processor is over heating. The same sensor is supposed to control the fan speed.
In my case, the computer would not reboot immediately after shut down. However, if I waited for between several minutes and a couple hours, the unit would boot up just fine. According to other posts that I found on this forum, this intermittent failure mode is consistent with the temperature sensor malfunctioning.
One classic symptom, for example, is the computer's lock lights blinking one time when the computer refuses to boot. Have you seen this?
Dell resists recognizing the problem as being hardware related (probably because they do not like the economic ramifications of admitting that their computers have a design defect).
Google "Dell 5100 Overheating" and you will find a large number of posts discussing the overheating problem with the Inspiron 5100. It's design is similar to the Inspiron 9100.
In short, I doubt your problem is the switch. I think your problem is similar to the one I faced. Something has been damaged by overheating, if not the motherboard, something else. Even if Dell replaces the motherboard (which they will resist doing to their dying breath), the computer is destine to fail again and again and again unless Dell redesigns the computer. When the computer overheats again, either the motherboard or some other component will fail again.
I actually have a very similar problem i let escalate very far. My (most likely) motherboard is shot and i have been having a lot of problems with my computer over the last 3 months but the problem probably started shortly after i bought my computer. The fans would sometimes never actually run and after being in hibernation mode for only 10-15 mins the fans would run at extremely high speeds until i shut down my computer than they would run completly fine even if i had simply restarted my computer an gave it no time too cooldown. Finally my problems came about 1 year and 5 months or use. my computer randomly shutdown and my num lock...etc would light up and my computer would issue no response. i eventually got it to start by unplugging and replugging my ac adapter into my computer while i started it up. then my computer started to shutdown when it was either moved (at all sometimes or just slightly) and when it started to get too hot. Now my computer doesn't run at all my num lock etc doesn't even light up anymore and i have given up hope that my computer will start anytime soon.
I think that the Inspiron 9100 is a lousy product and it needs to be redesigned to minimize the amount of heat-related problems. Unfortunatley for me another 450-600$ is way out of my range at the moment. Unfortunatly for Dell i probably wont be ordering any new/old/refurbished parts from them and will probably shop another brand for my next computer.
Dell Service Call – Customer Service (not) – what a joke
Background:
Purchased: Dell Inspiron 9110
Date of Purchase: 07/14/2004
Cost: $2,384.70
This laptop had the motherboard go out from overheating one month after the 12 month warranty. With no help from Dell to get this 13 month young laptop repaired I had to pay $498.00 to have the motherboard replaced by dell. The laptop was gone over two weeks to get repaired. I had to make many calls to Dell to get the unit repaired and returned.
Repair Invoice: H12655856
Date of invoice: 08/25/2006
Case #: 111097666
February 17th, 2006
The motherboard goes out again so I called Dell (not an easy feat) to troubleshoot the problem, after many calls and different departments it was determined that the motherboard was out again. The technician couldn’t help me get any goodwill (free repair) or have Dell help in the new motherboard repair, I ask to talk to a manager, but was told they would have to call me back. (This never happen)
Now we get to the real story – I’m going to call Dell with one last attempt to get Dell to help pay for the second motherboard repair.
March 7, 2006 – 7:30 AM
Called Dell phone number 800-822-8965 (Department unknown)
On hold for a long time
Talked to Jeremiah
After answering tons of questions about whom I am (Name, address, service tag #, phone number, what’s the issue)
He informed me I had to be transferred to another department
I was transferred to another department (800-940-3355)(Sales & Support)
On hold for a long time
Talked to Wen
After answering tons of the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department
I was transferred to another department (Desktop Support)
On hold for a long time
Talked to Nicole
After answering tons of the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department she was in the desktop department and I need to be in the laptop department
Nicole gave me a new case number (126921321)
I was transferred to another department (Dell Sales Department)
On hold for a long time
Talked to Moria
After answering tons of questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department (800-999-3355) (ext7266955), she was in the desktop department and I needed to be in the laptop department
Length of this call is now 25:14 minutes
I was transferred to another department (Dell Laptop Department)
Off hold – 38:30 minutes
Talked to Brian
After answering tons of questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
He informed me I had to be transferred to another department (800-999-3355 ext7266955), he was in the laptop department and I need to be in the laptop expired warranty support
Length of this call is now 40:46 minutes
I was transferred to another department (Dell Desktop expired warranty support – yes wrong department)
Off hold – 72:51 minutes
Talked to Shalini
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department
Back on hold: 78:20 minutes
I was transferred to another department (Dell Desktop expired warranty support – yes wrong department)
Off hold – 79:46 minutes (yes, only 1:26 minutes, but don’t celebrate)
Talked to Tom
He informed me I had to be transferred to another department, he was in the Hardware warranty support laptop warranty department but I needed the expired warranty department
I have to go back to work (9:00 am)
Tom gave me the “secret” phone number to get back into Dell faster (800-288-4410) (extension 7260623). (Don’t write down the secret number because I just made up the “secret” part)
11:20 AM to saga starts again (800-288-441) (ext 7260623)
On hold at 3:21 minutes
Talked to Bala (Out of warranty repair department)
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
I was informed that I had to be transferred to the out of warranty laptop repair sub department, called relationship division
I was transferred to another department (Relationship Division)
Talked to Joel
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
At 10:58 minutes
Joel put me on hold to check on something
At 11:47 minutes
Joel informed me I had to pay the $500.00 to get the laptop repaired the second time
I asked to talk to a manager and he said he could only transfer me to customer care (not a good name for this department)
At 14:20 minutes
I talked to Engel
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
After explaining all about my issue and asking for help from Dell, he said he will research this and get right back with me
Back on hold
At 20:23 minutes
All I have is a dial tone
I called back again (I already know the answer to my issue)
800-695-8133
Talked to Mohit – (Customer care)
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
Mohot said he will research this issue and get back to me
On hold at 5:49 minutes
At 8:26 minutes Mohit was back from his research and he informed me that (yes you guessed) I had to go to another department.
He sent me to 800-456-3355 (ext7241969)
(Yes, this was the second phone number I was sent to earlier in my dilemma – first transfer of the day)
I have now been full circle but Mohot was nice enough to give me another case number (126955848)(not sure what to do with all these case numbers?)
Start of this transfer 15:03 minutes
The transfer was answered at 18:13 minutes by Emily (Sales and Support Department)
Emily ask lots of question about the first motherboard repair and the new issue, I though she might really be interested in my problem (not)
27:44 minutes into the call I ask to talk to manager and was informed that I had to be transferred to the escalation department
Emily took my phone number in case we get disconnected
Emily said she would stay on the line while she transferred me to the escalation department
Started holding at 29:50 minutes
At 37:27 minutes Emily came back on the line to check on me (or to see if I had hung up yet)
Back on hold 39:26 minutes
Off hold at 49:58 minutes – Emily wants to put me on mute instead of hold (?)
Back on hold 50:11 minutes
Off hold 56:27 minutes
Emily has decided that she can now finish the transfer to the escalation department
Start of transfer 57:00 minutes
Answered transfer 58:40 minutes (1:40 minutes a new world record)
I talked to June and she took all my customer information again (what a drag this is getting to be)
She seemed interest when she pulled up my record and saw that I had asked for this issue to be escalated on February 17th (case number 110300355)
She then informed me that I had to be transferred to the Resolution Department
Back on hold at 65:34 minutes
Off hold at 83:27 minutes
Now I was talking to a supervisor – Kevin Holmes
Kevin had two great choices to resolve my issue
1. But a new laptop (he said Dell had some great deals right now)
2. Send in the bad laptop back for repairs at $500.00
I‘m glad to know that after this long process that Kevin was there to let me know what by option are, something I knew before the first call of the day.
Dell Support – What a joke!
Someone should start a class action *you know what* to let Dell know that they can’t put out defective products such as the Dell Inspiron 9100 and then find out it has overheating issue without informing the owners of a way to fix the issue. Dell compounds the owner’s pain by selling the replacement motherboard ($500.00), knowing that the odds are it will not last either. After researching I have found that the higher Inspirons have been dropping like flies. There is no way Dell didn’t know about this issue when I had the original motherboard replaced yet they did nothing in the way of offering a fix or any information on the issue to me. I hope there is another computer manufacturer that backs up their products (the good and the bad) better than Dell.
OhioUser
6 Posts
0
February 21st, 2006 20:00
I wouldn't waste the money. I think the 9100s have an overheating design defect that ultimately causes the motherboard, video card, or power manager to fail. I don't think that Dell cares about its customers that purchased Insp. 9100s. My story follows (and I have paid for on site warranty support through 2007)...
My problems started with an intermittent POST problem. When I tried to start the computer, the lock lights would flash once and nothing more would happen. I called technical support, attempted to explain the intermittent nature of the problem, and explained my belief that the motherboard temperature sensor was failing. Thankfully, the unit was still under warranty, so Dell authorized a return. I sent it to them, they claimed to fix it, then sent it back. However, the unit continued to fail intermittently. So, I called again.
I learned that the depot hadn’t done anything to the computer even though I had taken the time to include a written summary of the failure mode and my speculation as to the cause. So, off to the depot again. This time, Dell replaced the video card. The unit still didn’t work. On my third call to tech support, I was instructed to flash update the BIOS with a download from Dell’s FTP site. This seemed to resolve the problem. (I now wonder if this was some sort of work around.)
Shortly thereafter, the AC adapter seemed to fail. I called Dell to order a replacement. I was told that Dell did not carry the AC adapter in stock anymore and that a request to order the part would need to be initiated. Eventually, Dell shipped me a refurbished AC adapter at no cost and with no warranty.
Three weeks ago, the computer started telling me that it was unable to identify the AC adapter.
Then, last week, the computer ceased to POST even with the AC adapter plugged in. When the adapter was initially plugged into the computer, the light on the adapter would show green. Shortly after plugging the adapter in, the light would begin to dim and eventually go out.
Assuming that the problem lay with the adapter and/or the batteries, I decided to order replacements. I first attempted to purchase the replacements on line. However, when I searched for the parts, Dell’s online catalog instructed me to call sales (a bad sign). I called and asked to buy the battery and adapter. The sales person gladly accepted my $230 order and assured me that the correct parts were identified in his system and would soon be on the way.
Yesterday, the parts arrived. Unfortunately, I was sold a battery for a 9200 and an adapter for an 8500. I immediately called Dell and, after pressing four buttons, was connected to India.
I explained my problems to the tech support person. He told me that I had been sold the wrong parts (no kidding) and that I would have to call sales to get the correct parts. I told him that I had called sales. I also expressed concern that the problem really resides in the motherboard. Of course, we can’t troubleshoot the computer without powering it up and he can’t authorize a repair call until we first go through the telephone diagnostics. Yes, I had purchased the two years on site service when it was offered near the expiration of my initial one year warranty. Eventually, he looked up the part numbers and initiated a call record. After looking up the parts, he told me that he had to connect me to customer service to place the order for the right parts.
After a lengthy wait, I was transferred to the Philippines. The customer service rep wanted to immediately arrange for the recovery of the incorrectly shipped parts. I asked him if he would be able to place the order for the correct parts. “No,” came the response. I would have to speak to yet a third person to place the order for the correct parts. Unwilling to arrange for a return until I could confirm my access to the correct parts, I insisted to speak to sales.
Another wait. Now I was transferred to Texas. I again asked to purchase the battery and adapter for the 9100. This time, the sales rep told me that he could sell me the battery, but that he could not order the adapter. Getting somewhat frustrated, I asked if there was one person at Dell that I could talk to who could resolve my issues. “No,” came the response. I would have to talk to sales to order the battery, customer support arrange the return of the parts that Dell had incorrectly sold to me, and to tech (again!) about the adapter which he suggested could only be obtained from reworked returned adapters.
UGH!
Two calls and three different Dell representatives later....this is the best that Dell could do.
A refurbished adapter is being sent to me. I don’t know when it will be sent. There is no guaranty that it is the right adapter or that it will work (or for how long it will work).
THIS IS SIMPLY UNACCEPTABLE!
Dell, if this is what you do for your customers with on site warranty coverage.....well, I can’t even finish the thought.
Sadly, I note that Dell recently reported favorable financial results. So, I guess cheap products (and I don’t mean price) and non-existent customer service yields profits in the short term. Beware that your name becomes mud in the marketplace. Your short term strategy will not work for long!
Service Tag
HXR5Q41
Jakes 9100
2 Posts
0
February 21st, 2006 22:00
OhioUser
6 Posts
0
February 22nd, 2006 00:00
You have to make your own decision.
My point is that my computer (I use that word loosely) exhibited the same "sometimes it works and sometimes it doesn't" behavior. After doing significant troubleshooting and a lot of on-line research, I am convinced that my intermittent problem is/was tied to a fault on the motherboard. Specifically, there is a temperature sensor that inhibits the processor's operation when the sensor believes the processor is over heating. The same sensor is supposed to control the fan speed.
In my case, the computer would not reboot immediately after shut down. However, if I waited for between several minutes and a couple hours, the unit would boot up just fine. According to other posts that I found on this forum, this intermittent failure mode is consistent with the temperature sensor malfunctioning.
One classic symptom, for example, is the computer's lock lights blinking one time when the computer refuses to boot. Have you seen this?
Dell resists recognizing the problem as being hardware related (probably because they do not like the economic ramifications of admitting that their computers have a design defect).
Google "Dell 5100 Overheating" and you will find a large number of posts discussing the overheating problem with the Inspiron 5100. It's design is similar to the Inspiron 9100.
In short, I doubt your problem is the switch. I think your problem is similar to the one I faced. Something has been damaged by overheating, if not the motherboard, something else. Even if Dell replaces the motherboard (which they will resist doing to their dying breath), the computer is destine to fail again and again and again unless Dell redesigns the computer. When the computer overheats again, either the motherboard or some other component will fail again.
Coolrunner1234
1 Message
0
February 24th, 2006 02:00
I think that the Inspiron 9100 is a lousy product and it needs to be redesigned to minimize the amount of heat-related problems. Unfortunatley for me another 450-600$ is way out of my range at the moment. Unfortunatly for Dell i probably wont be ordering any new/old/refurbished parts from them and will probably shop another brand for my next computer.
basmith7
1 Message
0
March 8th, 2006 04:00
Dell Service Call – Customer Service (not) – what a joke
Background:
Purchased: Dell Inspiron 9110
Date of Purchase: 07/14/2004
Cost: $2,384.70
This laptop had the motherboard go out from overheating one month after the 12 month warranty. With no help from Dell to get this 13 month young laptop repaired I had to pay $498.00 to have the motherboard replaced by dell. The laptop was gone over two weeks to get repaired. I had to make many calls to Dell to get the unit repaired and returned.
Repair Invoice: H12655856
Date of invoice: 08/25/2006
Case #: 111097666
February 17th, 2006
The motherboard goes out again so I called Dell (not an easy feat) to troubleshoot the problem, after many calls and different departments it was determined that the motherboard was out again. The technician couldn’t help me get any goodwill (free repair) or have Dell help in the new motherboard repair, I ask to talk to a manager, but was told they would have to call me back. (This never happen)
Now we get to the real story – I’m going to call Dell with one last attempt to get Dell to help pay for the second motherboard repair.
March 7, 2006 – 7:30 AM
Called Dell phone number 800-822-8965 (Department unknown)
On hold for a long time
Talked to Jeremiah
After answering tons of questions about whom I am (Name, address, service tag #, phone number, what’s the issue)
He informed me I had to be transferred to another department
I was transferred to another department (800-940-3355)(Sales & Support)
On hold for a long time
Talked to Wen
After answering tons of the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department
I was transferred to another department (Desktop Support)
On hold for a long time
Talked to Nicole
After answering tons of the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department she was in the desktop department and I need to be in the laptop department
Nicole gave me a new case number (126921321)
I was transferred to another department (Dell Sales Department)
On hold for a long time
Talked to Moria
After answering tons of questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department (800-999-3355) (ext7266955), she was in the desktop department and I needed to be in the laptop department
Length of this call is now 25:14 minutes
I was transferred to another department (Dell Laptop Department)
Off hold – 38:30 minutes
Talked to Brian
After answering tons of questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
He informed me I had to be transferred to another department (800-999-3355 ext7266955), he was in the laptop department and I need to be in the laptop expired warranty support
Length of this call is now 40:46 minutes
I was transferred to another department (Dell Desktop expired warranty support – yes wrong department)
Off hold – 72:51 minutes
Talked to Shalini
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
She informed me I had to be transferred to another department
Back on hold: 78:20 minutes
I was transferred to another department (Dell Desktop expired warranty support – yes wrong department)
Off hold – 79:46 minutes (yes, only 1:26 minutes, but don’t celebrate)
Talked to Tom
He informed me I had to be transferred to another department, he was in the Hardware warranty support laptop warranty department but I needed the expired warranty department
I have to go back to work (9:00 am)
Tom gave me the “secret” phone number to get back into Dell faster (800-288-4410) (extension 7260623). (Don’t write down the secret number because I just made up the “secret” part)
11:20 AM to saga starts again (800-288-441) (ext 7260623)
On hold at 3:21 minutes
Talked to Bala (Out of warranty repair department)
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
I was informed that I had to be transferred to the out of warranty laptop repair sub department, called relationship division
I was transferred to another department (Relationship Division)
Talked to Joel
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
At 10:58 minutes
Joel put me on hold to check on something
At 11:47 minutes
Joel informed me I had to pay the $500.00 to get the laptop repaired the second time
I asked to talk to a manager and he said he could only transfer me to customer care (not a good name for this department)
At 14:20 minutes
I talked to Engel
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
After explaining all about my issue and asking for help from Dell, he said he will research this and get right back with me
Back on hold
At 20:23 minutes
All I have is a dial tone
I called back again (I already know the answer to my issue)
800-695-8133
Talked to Mohit – (Customer care)
After answering the same questions about whom I am (Name, address, service tag #, phone number, email address, what’s the issue)
Mohot said he will research this issue and get back to me
On hold at 5:49 minutes
At 8:26 minutes Mohit was back from his research and he informed me that (yes you guessed) I had to go to another department.
He sent me to 800-456-3355 (ext7241969)
(Yes, this was the second phone number I was sent to earlier in my dilemma – first transfer of the day)
I have now been full circle but Mohot was nice enough to give me another case number (126955848)(not sure what to do with all these case numbers?)
Start of this transfer 15:03 minutes
The transfer was answered at 18:13 minutes by Emily (Sales and Support Department)
Emily ask lots of question about the first motherboard repair and the new issue, I though she might really be interested in my problem (not)
27:44 minutes into the call I ask to talk to manager and was informed that I had to be transferred to the escalation department
Emily took my phone number in case we get disconnected
Emily said she would stay on the line while she transferred me to the escalation department
Started holding at 29:50 minutes
At 37:27 minutes Emily came back on the line to check on me (or to see if I had hung up yet)
Back on hold 39:26 minutes
Off hold at 49:58 minutes – Emily wants to put me on mute instead of hold (?)
Back on hold 50:11 minutes
Off hold 56:27 minutes
Emily has decided that she can now finish the transfer to the escalation department
Start of transfer 57:00 minutes
Answered transfer 58:40 minutes (1:40 minutes a new world record)
I talked to June and she took all my customer information again (what a drag this is getting to be)
She seemed interest when she pulled up my record and saw that I had asked for this issue to be escalated on February 17th (case number 110300355)
She then informed me that I had to be transferred to the Resolution Department
Back on hold at 65:34 minutes
Off hold at 83:27 minutes
Now I was talking to a supervisor – Kevin Holmes
Kevin had two great choices to resolve my issue
1. But a new laptop (he said Dell had some great deals right now)
2. Send in the bad laptop back for repairs at $500.00
I‘m glad to know that after this long process that Kevin was there to let me know what by option are, something I knew before the first call of the day.
Dell Support – What a joke!
Someone should start a class action *you know what* to let Dell know that they can’t put out defective products such as the Dell Inspiron 9100 and then find out it has overheating issue without informing the owners of a way to fix the issue. Dell compounds the owner’s pain by selling the replacement motherboard ($500.00), knowing that the odds are it will not last either. After researching I have found that the higher Inspirons have been dropping like flies. There is no way Dell didn’t know about this issue when I had the original motherboard replaced yet they did nothing in the way of offering a fix or any information on the issue to me. I hope there is another computer manufacturer that backs up their products (the good and the bad) better than Dell.