To be on topic, and to help people find the real answer, I want to ask you a question.
So, what should we do now? Please answer except these answers.
1. Try these suggested solutions to improve a little bit. --> If it is not the true solution, don't ask me to waste another time.
2. The update will be provided soon, please wait until the next update. --> We waited long enough for more than 5 months and can't wait any longer.
3. Contact service department and see if they can help. --> Without tech department's confirmation that it is defective, they will not move an inch.
I'm eager to hear your suggestion.
Actually, option # 3 is the best one. One of the data points that any company uses to determine if there is an issue is the amount of traffic its generating. Not just on message boards but into support, phone calls, emails, etc. If I say I have 100 customers posting on the forums, for example, and they say they're only seeing a limited amount of contact via other avenues they'll be less apt to apply a higher severity rating to the issue than they would if they see high traffic through all avenues of contact.
Those contacts directly into tech support (and as I stated in an earlier post the forums are considered "customer to customer" ) provides data points. Every time you provide your service tag or a case is documented adds another data point. Techs document each customer contact as to issue cause and that data is evaluated daily, weekly, monthly, etc.
And I'm not advocating making calls into Tech Support just to complain, that's not my point at all. Nor am I saying that we're not trying to resolve the issue. But what it would do is give more data points that they can compare. If, say, 100 people call in this week with the issue and they pull comparative data from the database showing that they all have the same video card (for example) that is information that not only can't be ignored but can provide necessary clues to the cause.
I try to pull data off these threads but it's quite a bit of work to break down who is posting, what systems they have, what video cards they have, what symptoms, which of the steps helped alleviate the problems, etc.
[/quote]
Todd,
How much more voice of complaints are necessary to get our problem fixed? I found this thread ranked top 5 article that have replies. So do we need to be top 1 to make you start paying attention to our problem?
I have the screenshot of the thread list sorted by reply number. The 3 threads regarding inspiron 1520 are basically same issue. Then this thread is #4.
My Point:
PLEASE start some reasonalble process to fix the problem like FULL REFUND or SYSTEM EXCHANGE.
Temperatures:(Received this computer 11-25-09) CPU's and GPU approx the same, GPU a little higher. 48c - 118 at idle after warming up
After and while running 1080p at full screen for 15 minutes and up. 68c - 154f
With disabled "hardware acceleration" in flash player,all other settings default. No throttling because of heat or jerky video. No freeze since 01-20-10. My previous posts explain other fixed problems.
The version of DirectX has nothing to do with this. actually, DirectX 11 controlers are supposed to be used for DirectX 10 video cards.
Temperatures:(Received this computer 11-25-09) CPU's and GPU approx the same, GPU a little higher. 48c - 118 at idle after warming up
After and while running 1080p at full screen for 15 minutes and up. 68c - 154f
With disabled "hardware acceleration" in flash player,all other settings default. No throttling because of heat or jerky video. No freeze since 01-20-10. My previous posts explain other fixed problems.
I tell you this with the best intentions: You're not helping.
Throttling of the GPU/CPU has nothing to do with jerky video. Watching 1080p videos from youtube/vimeo/etc. doesn't stress enough your CPU/GPU to see if it's overheating. Integrated video cards can handle HD video very well, but we're talking about a dedicated GPU that's supposed to be used in task a little more demanding.
I can see that you're happy with your laptop and you think you don't have any problems if you use your laptop for this kind of light aplications. Maybe your laptop doesn't have any of this problems (throttling and overheating)....you'll be the only one that i know of....but the thing is, you CAN NOT know that by doing those tests.
I insist, run Everest and ATI Tools together for really stressing your CPU and GPU, and you'll see your real temps. While you're doing that, use Throttlestop to see the throttling problem. If you don't know how to intrerpret the results, ask here and someone will be more than happy to help you.
And by the way, if your CPU/GPU temps reach 68 degrees just by watching HD video, then i'm almost possitive that your laptop suffers from overheating and throttling too.
1) Your system configuration ( Mark 'x' on your system) i) CPU: _X_ Core i7 (720QM), ___ Core i5 (520M) ii) Graphics Card: _X_ATI HD 4570, ___ATI HD 4670, ___ ATI HD 5470 iii) Sound Card: _X_High Definition Audio 2.2, ___Sound Blaster X-fi iv) OS: _X_Factory Installed, ___Fresh install by me v) Update: _X_ Graphics Driver, _X_ Flash Driver
2) Your symptom (Mark all that apply) i) Freeze? ___Yes, _X_No <-- no random freeze yet and no youtube freeze since update of Flash player. I haven't used vmware though ii) Throttle? _X_Yes, ___No iii) Overheating? _X_Yes, ___No <-- For me, this is the problem that worries me the most iv) Any Other (Specify:_______________)
Temperatures:(Received this computer 11-25-09) CPU's and GPU approx the same, GPU a little higher. 48c - 118 at idle after warming up
After and while running 1080p at full screen for 15 minutes and up. 68c - 154f
With disabled "hardware acceleration" in flash player,all other settings default. No throttling because of heat or jerky video. No freeze since 01-20-10. My previous posts explain other fixed problems.
WPSR,
Did you perform the test with the hardware acceleration disabled? We're not seeking a temporary or gimmick solution at this time. Disabling or limiting functions that are supposed to work is not a true solution. We wouldn't have paid extra money if we knew at first that we have to disable the functions later.
For the people who are reading this thread for the first time, I'll summarize the current situation.
Problem Core i7 720qm processor + ATI HD 4570 Graphics card has a compatibility issue. There is 100% crashing test (Page 36 of this thread) to see if your system crashes. When you watch the Youtube HD video in full screen in battery power only, Within 20 minutes, your system will crash.
Suggested Temporary Solution Updating ATI Driver and Flash Player Beta version can impove the situation much better but still will experience random freeze (See the sticky notes by Todd)
People are trying.. Calling the tech suport and asking full refund or system exchange with HD 5470 graphics card. Some people have succeeded. Dell seems to start acknowleging this issue.
You should.. return your system if you don't want to live with the issue. You should be able to return it no matter how long you have used it. or ask system exchange with better graphics card (HD 5470) with no extra cost.
I'm a raw, non tech-savvy newbie but thought I'd share my experiences out there
Had a new 1557 (windows 7, 64 bit, core i7, 4GB RAM) which crashed immediately upon unboxing, and continued to do so ad-nauseum. BSOD would appear every 20 minutes or so. Followed this forum and prayed for solution, and tried to do what dell tech support advised (diagnostics, hard drive tests, factory image restores etc) with no success.
After 2 wasted weeks Dell eventually offered to replace motherboard, all I had to do was drive the 2 hours to the nearest service centre and wait 5 business days before driving back to pick it up. Well that was unacceptable, but thankfully my point of purchase offered to deal with that issue themselves, and swapped my old 1557 with a newly boxed1557.
So we tried the new 1557 out and sure enough, BSOD's strraight away. The next day i returned to my point of purchase and expored refund and alternative options. They offered me a free 'upgrade' to a Dell 17 Model 1747 for the hassle, and against my better judgement I took it. After a few days of hassle free bliss, the same old problems returned.
However it became apparent that the problem only seemed to surface when I was using a wifi connection, either at home or at a public internet hotspot, with other computers using the same connection. When at home and the family desktop and/or other laptop is accessing the same wifi modem, the BSOD is just around the corner. However when it is just the Dell and no others are connected, everything is sweet. At public wifi access points I cannot utilise without crashing regularly, so essential use at airports etc is not possible.
I have just now been on to tech support yet again, and after another round of inconclusive diagnostics they are going to replace the WLAN Card from a dell wireless 1520 mini-card to the 5100 card, as well as a new motherboard. They also promised to send the technician to me rather than have me waste yet more of my precious business time running up and down the highway. This is the last throw of the dice for me before I jump ship from dell altogether. Am nervously curious to see what will unfold.......stay tuned
Another quick update on my fiasco with DELL support, for those that are interested... I ended up sending back the "replacement" Studio 1557 that DELL sent me last Thursday. Exact same configuration as my current Studio 1557...exact same problems. Also, they did not include a battery or an AC adapter...is that normal? I assume that they figured I would just use the ones I currently have.
Anyway, DELL is now saying that they will send me a Studio 1558 "replacement", however, "they can't be sure until the order is generated if I would get an ATI 5470 card, and the configuration would depend upon parts availability." "They would definitely mention in their comments to send me a system with the 5470 card, but they cannot guarantee that it would be available...this is the best possible option they have." They also said they can't tell me what the full specs for the Studio 1558 replacement would be either until "the order is generated"...so they wouldn't even be able to tell me if I would be getting the same size hard drive, processor, memory, etc.... Does this sound right/normal? I would think that they would be able to put this thing together as they see fit.
I now have to decide what I am going to do, because frankly I don't want to get another "replacement" computer that does not address the problem and that does not have other hardware that I want and already have. Just means that I would have to send back another replacement to DELL and try to weather this storm out even longer. I will say that on my current Studio 1557, I re-installed Sound Blaster, then un-installed it again...and ever since then, I have had no freeze-ups. Not sure if the original un-install missed something, but it has not frozen on me for about 7 days now. It still gets a bit hot sometimes but I have been able to rely on it more and more. I do wish I could use the Sound Blaster software as it definitely made a difference in the sound/tone when hooked up to speakers.
Has there been any further word from DELL on an "official" statement on the problems going on with all of us? I notice that there hasn't been any word from DELL - Todd lately, and thought that might be a good sign.
I don't think Dell is going to help you all at the same time. It's better to put this item on a daily newspaper or on an international ICT news website. How long are you going to wait.........
Has anyone tried using Remote Desktop in Windows 7 with their Studio 1557's? The video card driver on some Dell machines have been linked to the Remote Desktop program not working. I experienced the same when I first received my computer. When I used a modified driver that hwam posted, it worked fine. Now that I have updated to the latest driver from the Dell support site, it doesn't work anymore. Can anyone else verify if theirs isn't working also with a Dell driver?
Please refer to this site http://en.kioskea.net/forum/affich-29611-remote-desktop-connection-won-t-work that states to update the video card driver.
I've just purchased a new 1558 laptop with exactly the same spec
Studio 15, 1558 1080p display
Windows 7 Professional 64bit
Core i7 720QM 1.6GHz
ATI HD 5470 1GB GDDR3
4GB 1333MHz DDR3 RAM
I have had numerous complete freezes. The laptop will not even respond to Ctr - Alt - Del with only a forced power button shut down and restart having any affect. I have also had a problem with the mouse pointer suddenly turning very large. I am not impressed with Dell customer support as they wont even bother to respond to emails to tech support. Does anyone have any advice on how to resolve?
Another quick update on my fiasco with DELL support, for those that are interested... I ended up sending back the "replacement" Studio 1557 that DELL sent me last Thursday. Exact same configuration as my current Studio 1557...exact same problems. Also, they did not include a battery or an AC adapter...is that normal? I assume that they figured I would just use the ones I currently have.
Anyway, DELL is now saying that they will send me a Studio 1558 "replacement", however, "they can't be sure until the order is generated if I would get an ATI 5470 card, and the configuration would depend upon parts availability." "They would definitely mention in their comments to send me a system with the 5470 card, but they cannot guarantee that it would be available...this is the best possible option they have." They also said they can't tell me what the full specs for the Studio 1558 replacement would be either until "the order is generated"...so they wouldn't even be able to tell me if I would be getting the same size hard drive, processor, memory, etc.... Does this sound right/normal? I would think that they would be able to put this thing together as they see fit.
I now have to decide what I am going to do, because frankly I don't want to get another "replacement" computer that does not address the problem and that does not have other hardware that I want and already have. Just means that I would have to send back another replacement to DELL and try to weather this storm out even longer. I will say that on my current Studio 1557, I re-installed Sound Blaster, then un-installed it again...and ever since then, I have had no freeze-ups. Not sure if the original un-install missed something, but it has not frozen on me for about 7 days now. It still gets a bit hot sometimes but I have been able to rely on it more and more. I do wish I could use the Sound Blaster software as it definitely made a difference in the sound/tone when hooked up to speakers.
Has there been any further word from DELL on an "official" statement on the problems going on with all of us? I notice that there hasn't been any word from DELL - Todd lately, and thought that might be a good sign.
jlong4,
I'm quite sure that they will give you the original spec + better graphics card. The reason they say like that is to protect themselves from future happenings.
I suggest one interesting method to solve this problem. It's totally legitimate and no offence to anyone.
1. Check if you have on-site warranty covered. if not, you can extend it anytime.
2. Connect to Dell chat technical support and tell them you have random freeze. The benefit of chat service is you can estimate how long you have to wait by looking at the que number decreasing. And also the conversation is documented and emailed to you so that it can be reviewed later. They have the same authority to solve your problem.
3. Anyway, They will perform the routine check. Follow their instruction. Don't fight with them cause the level 1 technician has no authority to skip it unless you have a record that you did it before. Your goal is to make them assured that your system has a problem and they can't solve the problem by remote control. It's easy becuase it surely has problem.
4. Ask for on-site repair with better graphics card. They might offer the same graphics card first. Just say OK to it. They will come and replace it and will test and find out it will not fix the problem. Ask the technician to come again with better solution.
5. You don't have to contact Dell again because the technician is now in charge of your problem. He will call Dell and rearrange with other solution directly.
6. You can ask him better graphics card or better parts that could be a solution. The more you do this cycle, the more persuading power you will get because you already followed their direction and it turned out to be no help.
7. As for Dell, they will think again about this high-cost repair and do some appropriate action to reduce their cost as soon as possible.
The benefit of this method is you don't have to wait for anything. they'll just come to your place when you're available and do the repair while you're doing your job. And it has been quite quick compared to Dell's notorious extremely slow support.
We're doing the win-win game. They're doing the losing-losing game. Let's be smart.
The bottom line is simple. We want a laptop without any problem as quickly as possible. It's them who don't understand this simple situation.
It's just like a grandma called the tech support and say "I don't know what is wrong but it's wrong anyway. Please come and solve it. If you can't solve it, try again and again until you finally solve it. I paid for the service.". Dont' you think so? They did the mistake. Why do WE have to get disadvantage?
I have eventually gotten an email from support saying that they need to replace the motherboard. Not sure if this means them changing the GFX or what really. Will have to see what happens.
bigbro777
27 Posts
0
March 29th, 2010 11:00
Actually, option # 3 is the best one. One of the data points that any company uses to determine if there is an issue is the amount of traffic its generating. Not just on message boards but into support, phone calls, emails, etc. If I say I have 100 customers posting on the forums, for example, and they say they're only seeing a limited amount of contact via other avenues they'll be less apt to apply a higher severity rating to the issue than they would if they see high traffic through all avenues of contact.
Those contacts directly into tech support (and as I stated in an earlier post the forums are considered "customer to customer" ) provides data points. Every time you provide your service tag or a case is documented adds another data point. Techs document each customer contact as to issue cause and that data is evaluated daily, weekly, monthly, etc.
And I'm not advocating making calls into Tech Support just to complain, that's not my point at all. Nor am I saying that we're not trying to resolve the issue. But what it would do is give more data points that they can compare. If, say, 100 people call in this week with the issue and they pull comparative data from the database showing that they all have the same video card (for example) that is information that not only can't be ignored but can provide necessary clues to the cause.
I try to pull data off these threads but it's quite a bit of work to break down who is posting, what systems they have, what video cards they have, what symptoms, which of the steps helped alleviate the problems, etc.
[/quote]Todd,
How much more voice of complaints are necessary to get our problem fixed? I found this thread ranked top 5 article that have replies. So do we need to be top 1 to make you start paying attention to our problem?
I have the screenshot of the thread list sorted by reply number. The 3 threads regarding inspiron 1520 are basically same issue. Then this thread is #4.
My Point:
PLEASE start some reasonalble process to fix the problem like FULL REFUND or SYSTEM EXCHANGE.
t-N
6 Posts
0
March 29th, 2010 14:00
I found something interesting:
I went to ATI site and compare the ATI Mobility Radeon™ HD 5470 Graphics with the 4570.
http://products.amd.com/en-us/MobilityGPUSideBySide.aspx?id=108&id=72
Look under Microsoft DirectX® Version, the 5470 card shows DirectX 11, but the 4570 shows DirectX 10.1!!!
Our Studio 1557 has DirectX 11
So now we have one more proof to prove the 4570 card is not compatible.
EDIT: just checked Studio XPS 16. They have the same problem with their 4650 (DirectX 10.1) card.
WPSR
16 Posts
0
March 29th, 2010 21:00
Temperatures:(Received this computer 11-25-09)
CPU's and GPU approx the same, GPU a little higher.
48c - 118 at idle after warming up
After and while running 1080p at full screen for 15 minutes and up.
68c - 154f
With disabled "hardware acceleration" in flash player,all other settings default.
No throttling because of heat or jerky video.
No freeze since 01-20-10.
My previous posts explain other fixed problems.
ClaudioA
7 Posts
0
March 30th, 2010 06:00
The version of DirectX has nothing to do with this. actually, DirectX 11 controlers are supposed to be used for DirectX 10 video cards.
I tell you this with the best intentions: You're not helping.
Throttling of the GPU/CPU has nothing to do with jerky video. Watching 1080p videos from youtube/vimeo/etc. doesn't stress enough your CPU/GPU to see if it's overheating. Integrated video cards can handle HD video very well, but we're talking about a dedicated GPU that's supposed to be used in task a little more demanding.
I can see that you're happy with your laptop and you think you don't have any problems if you use your laptop for this kind of light aplications. Maybe your laptop doesn't have any of this problems (throttling and overheating)....you'll be the only one that i know of....but the thing is, you CAN NOT know that by doing those tests.
I insist, run Everest and ATI Tools together for really stressing your CPU and GPU, and you'll see your real temps. While you're doing that, use Throttlestop to see the throttling problem. If you don't know how to intrerpret the results, ask here and someone will be more than happy to help you.
And by the way, if your CPU/GPU temps reach 68 degrees just by watching HD video, then i'm almost possitive that your laptop suffers from overheating and throttling too.
P.D.: I'm sorry for my english....
ClaudioA
7 Posts
0
March 30th, 2010 07:00
1) Your system configuration ( Mark 'x' on your system)
i) CPU: _X_ Core i7 (720QM), ___ Core i5 (520M)
ii) Graphics Card: _X_ATI HD 4570, ___ATI HD 4670, ___ ATI HD 5470
iii) Sound Card: _X_High Definition Audio 2.2, ___Sound Blaster X-fi
iv) OS: _X_Factory Installed, ___Fresh install by me
v) Update: _X_ Graphics Driver, _X_ Flash Driver
2) Your symptom (Mark all that apply)
i) Freeze? ___Yes, _X_No <-- no random freeze yet and no youtube freeze since update of Flash player. I haven't used vmware though
ii) Throttle? _X_Yes, ___No
iii) Overheating? _X_Yes, ___No <-- For me, this is the problem that worries me the most
iv) Any Other (Specify:_______________)
bigbro777
27 Posts
1
March 30th, 2010 12:00
WPSR,
Did you perform the test with the hardware acceleration disabled? We're not seeking a temporary or gimmick solution at this time. Disabling or limiting functions that are supposed to work is not a true solution. We wouldn't have paid extra money if we knew at first that we have to disable the functions later.
For the people who are reading this thread for the first time, I'll summarize the current situation.
Problem
Core i7 720qm processor + ATI HD 4570 Graphics card has a compatibility issue. There is 100% crashing test (Page 36 of this thread) to see if your system crashes. When you watch the Youtube HD video in full screen in battery power only, Within 20 minutes, your system will crash.
Suggested Temporary Solution
Updating ATI Driver and Flash Player Beta version can impove the situation much better but still will experience random freeze (See the sticky notes by Todd)
People are trying..
Calling the tech suport and asking full refund or system exchange with HD 5470 graphics card. Some people have succeeded. Dell seems to start acknowleging this issue.
You should..
return your system if you don't want to live with the issue. You should be able to return it no matter how long you have used it. or
ask system exchange with better graphics card (HD 5470) with no extra cost.
dutchmambazo2
1 Message
0
March 30th, 2010 21:00
Hi all
I'm a raw, non tech-savvy newbie but thought I'd share my experiences out there
Had a new 1557 (windows 7, 64 bit, core i7, 4GB RAM) which crashed immediately upon unboxing, and continued to do so ad-nauseum. BSOD would appear every 20 minutes or so. Followed this forum and prayed for solution, and tried to do what dell tech support advised (diagnostics, hard drive tests, factory image restores etc) with no success.
After 2 wasted weeks Dell eventually offered to replace motherboard, all I had to do was drive the 2 hours to the nearest service centre and wait 5 business days before driving back to pick it up. Well that was unacceptable, but thankfully my point of purchase offered to deal with that issue themselves, and swapped my old 1557 with a newly boxed1557.
So we tried the new 1557 out and sure enough, BSOD's strraight away. The next day i returned to my point of purchase and expored refund and alternative options. They offered me a free 'upgrade' to a Dell 17 Model 1747 for the hassle, and against my better judgement I took it. After a few days of hassle free bliss, the same old problems returned.
However it became apparent that the problem only seemed to surface when I was using a wifi connection, either at home or at a public internet hotspot, with other computers using the same connection. When at home and the family desktop and/or other laptop is accessing the same wifi modem, the BSOD is just around the corner. However when it is just the Dell and no others are connected, everything is sweet. At public wifi access points I cannot utilise without crashing regularly, so essential use at airports etc is not possible.
I have just now been on to tech support yet again, and after another round of inconclusive diagnostics they are going to replace the WLAN Card from a dell wireless 1520 mini-card to the 5100 card, as well as a new motherboard. They also promised to send the technician to me rather than have me waste yet more of my precious business time running up and down the highway. This is the last throw of the dice for me before I jump ship from dell altogether. Am nervously curious to see what will unfold.......stay tuned
jlong4
48 Posts
0
March 31st, 2010 10:00
Another quick update on my fiasco with DELL support, for those that are interested... I ended up sending back the "replacement" Studio 1557 that DELL sent me last Thursday. Exact same configuration as my current Studio 1557...exact same problems. Also, they did not include a battery or an AC adapter...is that normal? I assume that they figured I would just use the ones I currently have.
Anyway, DELL is now saying that they will send me a Studio 1558 "replacement", however, "they can't be sure until the order is generated if I would get an ATI 5470 card, and the configuration would depend upon parts availability." "They would definitely mention in their comments to send me a system with the 5470 card, but they cannot guarantee that it would be available...this is the best possible option they have." They also said they can't tell me what the full specs for the Studio 1558 replacement would be either until "the order is generated"...so they wouldn't even be able to tell me if I would be getting the same size hard drive, processor, memory, etc.... Does this sound right/normal? I would think that they would be able to put this thing together as they see fit.
I now have to decide what I am going to do, because frankly I don't want to get another "replacement" computer that does not address the problem and that does not have other hardware that I want and already have. Just means that I would have to send back another replacement to DELL and try to weather this storm out even longer. I will say that on my current Studio 1557, I re-installed Sound Blaster, then un-installed it again...and ever since then, I have had no freeze-ups. Not sure if the original un-install missed something, but it has not frozen on me for about 7 days now. It still gets a bit hot sometimes but I have been able to rely on it more and more. I do wish I could use the Sound Blaster software as it definitely made a difference in the sound/tone when hooked up to speakers.
Has there been any further word from DELL on an "official" statement on the problems going on with all of us? I notice that there hasn't been any word from DELL - Todd lately, and thought that might be a good sign.
hwam
147 Posts
0
March 31st, 2010 12:00
Hi,
I don't think Dell is going to help you all at the same time. It's better to put this item on a daily newspaper or on an international ICT news website. How long are you going to wait.........
Grt.
sharonra
6 Posts
0
March 31st, 2010 12:00
Hello ,
I dont think this relaeted to:
1. Directx
2. wireless
3.flash
4.Drivers
I installed Ubunto (Linux) on Dell 1557 and got the same freeze/reset when watching HD (1080p) movies so we need answers from Dell right now !!!!
From what i read on the net there is alot of problems with Dell on those issues
Hope that Dell will update soon :(
nathanchantara
24 Posts
0
March 31st, 2010 14:00
Has anyone tried using Remote Desktop in Windows 7 with their Studio 1557's? The video card driver on some Dell machines have been linked to the Remote Desktop program not working. I experienced the same when I first received my computer. When I used a modified driver that hwam posted, it worked fine. Now that I have updated to the latest driver from the Dell support site, it doesn't work anymore. Can anyone else verify if theirs isn't working also with a Dell driver?
Please refer to this site http://en.kioskea.net/forum/affich-29611-remote-desktop-connection-won-t-work that states to update the video card driver.
archiwells
1 Message
0
March 31st, 2010 14:00
I've just purchased a new 1558 laptop with exactly the same spec
Studio 15, 1558 1080p display
Windows 7 Professional 64bit
Core i7 720QM 1.6GHz
ATI HD 5470 1GB GDDR3
4GB 1333MHz DDR3 RAM
I have had numerous complete freezes. The laptop will not even respond to Ctr - Alt - Del with only a forced power button shut down and restart having any affect. I have also had a problem with the mouse pointer suddenly turning very large. I am not impressed with Dell customer support as they wont even bother to respond to emails to tech support. Does anyone have any advice on how to resolve?
bigbro777
27 Posts
0
March 31st, 2010 15:00
jlong4,
I'm quite sure that they will give you the original spec + better graphics card. The reason they say like that is to protect themselves from future happenings.
I suggest one interesting method to solve this problem. It's totally legitimate and no offence to anyone.
1. Check if you have on-site warranty covered. if not, you can extend it anytime.
2. Connect to Dell chat technical support and tell them you have random freeze. The benefit of chat service is you can estimate how long you have to wait by looking at the que number decreasing. And also the conversation is documented and emailed to you so that it can be reviewed later. They have the same authority to solve your problem.
3. Anyway, They will perform the routine check. Follow their instruction. Don't fight with them cause the level 1 technician has no authority to skip it unless you have a record that you did it before. Your goal is to make them assured that your system has a problem and they can't solve the problem by remote control. It's easy becuase it surely has problem.
4. Ask for on-site repair with better graphics card. They might offer the same graphics card first. Just say OK to it. They will come and replace it and will test and find out it will not fix the problem. Ask the technician to come again with better solution.
5. You don't have to contact Dell again because the technician is now in charge of your problem. He will call Dell and rearrange with other solution directly.
6. You can ask him better graphics card or better parts that could be a solution. The more you do this cycle, the more persuading power you will get because you already followed their direction and it turned out to be no help.
7. As for Dell, they will think again about this high-cost repair and do some appropriate action to reduce their cost as soon as possible.
The benefit of this method is you don't have to wait for anything. they'll just come to your place when you're available and do the repair while you're doing your job. And it has been quite quick compared to Dell's notorious extremely slow support.
We're doing the win-win game. They're doing the losing-losing game. Let's be smart.
The bottom line is simple. We want a laptop without any problem as quickly as possible. It's them who don't understand this simple situation.
It's just like a grandma called the tech support and say "I don't know what is wrong but it's wrong anyway. Please come and solve it. If you can't solve it, try again and again until you finally solve it. I paid for the service.". Dont' you think so? They did the mistake. Why do WE have to get disadvantage?
ClaudioA
7 Posts
0
April 6th, 2010 14:00
So?, any news about this?
dantium
19 Posts
0
April 6th, 2010 18:00
I have eventually gotten an email from support saying that they need to replace the motherboard. Not sure if this means them changing the GFX or what really. Will have to see what happens.