Use Dell chat for tech support instead of phone or email support. There are some advantage using Dell chat over other options.
1. All conversation will be recorded and sent to your email. 2. You can feel better while you're waiting by seeing the que number decreasing. And also you can estimate the wait time. 3. You don't have to use your cell phone's air time. 4. It's realtime like phone support and they also have every authority to make any decision. 5. If you have a problem with your English either understand or speaking, it will be great option.
There are some notes.
1. Dell chat doesn't seem to work with any version of Microsoft Internet Explorer. Use Google Chrome or Firefox. 2. This is the direct link for Dell chat: http://support.dell.com/support/topics/global.aspx/support/chat/hardware_chat?c=us&cs=19&l=en&s=dhs 3. From 7:00AM to 2:00PM Pacific time is the best time to contact Dell chat. 4. Fill in any information correctly so that they can connect you later.
The first level technician can't decide any exceptions. So, if you want to solve your problem, try to contact a manager.
There are some notes about it.
1. Every technician has his/her direct supervisor and they have to transfer you to the supervisor if you ask with a understandable reason. 2. Supervisor's username has SUP_ at the begining of their ID. The 6 digit number seems to be their EmployeeID number. The smaller the number is, the higher position a person is usually. 3. Try not to be synical or offensive to the supervisor but speak with a firm voice. Explain your problem clearly. They tend to listen when you talk. 4. Don't accept any suggestion that doesn't fit for you. You deserve their kind and satisfactory service. You paid for it! 5. Be reasonable. They will not give you any benefit if there's no good reason to.
1) I contacted Dell chat and waited about 30 minutes. It could be longer than waiting phone support but there are many benefits using chat support. (Read Know-how 1.) 2) I talked with first level technician. I told him I am a computer savvy and I tried every solution they suggested in the forum but was in vain. I showed him this forum and asked to talk to his manager. I told him if this is not an issue why there were so many people like me complaining about the same issue? 3) He transfered the chat to a manager. I explained my uncomfortable feeling about the system and told him I tried every solution but was in vain. I also showed him this forum and convinced him that my system has an issue and the only way to solve this problem is system exchange.
2. Negotiation Stage
1) The manager told me that he will replace my system with a new one that has better graphics card but same configuration with the original. He offered HD 5470 graphics card. 2) But I was worried because some people reported core i7 720qm and HD 5470 still has the same issue. And I told him the concerned and finally he agreed to give me Core i7 820qm and HD5470 system. 3) He told me that I have to wait 4-6 weeks to receive the replacement system and I agreed at that time.
3. Follow Up Stage
1) But After one week, there was no progress in my web order status page. I wanted to see at least a proof that they're working on it. I contacted Dell chat and requested to expedite my case. They knew the case is being processed but I couldn't see any progress for quite a long time. 2) Finally, an order was created in my order status page and the status was 'in-production'. I could check the detail of the new system. It got stuck in the stage for quite a long time. 3) At last, I received it. It is a new system. The warranty has been transfered automatically.
The most hard part was the convincing stage because they would never listen to my situation. They keep saying it's not their fault. After I argue about an hour with the manager, he accepted the system exchange. You must be very patient to get the system exchanged.
These are their arguments and you can handle it like this.
1. "We can solve the problem by accessing your laptop remotely." --> I am a computer expert and I did all of the driver update already and all didn't work. It's much better but still has some random crash. I want to talk with your supervisor about this issue. Don't waste my time. It is already known fault of Studio 1557 + HD 4570 graphics card.
2. "We can only replace the parts with the same configuration of your original order" --> It is not only my case but also all people who has Studio 1557 + HD 4570 graphics card. Since it is not a problem of this particular system, the same thing will happen again if you replace it with the same parts. I want core i7 820QM + HD 5470 combination because people are reporting that combination is stable. I don't want to repeat this again and again. I want it be done for sure at this time. Don't waste my time. I'll be very angry if this happens again.
For me, this laptop is very important because I work with this laptop 24 hours a day. If it crashes while I'm working on my project, I will be so frustrated. That's why I want to get it done for sure this time.
3. "Sorry sir, but we just can't do it." --> I have a 1 year of on-site warrnty. Since I still have the issue, I can ask you to come to my place and fix it. I can do that for a whole year. What a waste of time and mony for both you and me? Or can I have a full refund even though the return period has expired?
Final word,
I hope this guide helps you. If you can live with the freeze issue, just let it go. Otherwise, just try. There's nothing to loose to try. And many people are being issued their system exchange. You can keep using your laptop until the new system comes to you. You can return the old laptop using the box.
I hope Dell acknowledge this issue and give all of you the replacement system. I think they should unless they don't want to loose the customers.
There is a new BIOS update, A05, available for the 1557 that may help with the video lockups. If it isn't up yet, there is also one close to being available for the 1558. Try it and let us know if it helps.
So, I have been following this thread since I created it back in November and I notice it has been a bit quiet....my question is this--has anyone gotten a new Studio 1558 or any new Studio 15 model and experienced these problems? Are the problems still ongoing for the newest systems leaving Dell? I never even got to try watching full screen HD video and my freezes were always random and during basic functions. Has this been corrected in new built models going out from Dell now? I have been patiently waiting to order a new Studio 15 since it has the best specs of what I want (I've looked at Sony, HP, Gateway, etc and like the Studio best) but I am still hesitant to buy as long as I may have to reload operating systems, etc straight out of the box. Please tell me if the new units going out now have basic freeze issues.
There is a new BIOS update, A05, available for the 1557 that may help with the video lockups. If it isn't up yet, there is also one close to being available for the 1558. Try it and let us know if it helps.
No changes.
More random freezes. Video lockup with YouTube HD.
I think I can safely say that the A05 BIOS update has fixed my video lockups because even in Google Chrome, it was fine. I've never had the random freezes but the video lockups were a problem.
BUT, the incompatibility still exists, I have a perfect test that I do for it.
PowerPlay is enabled and it is running on Battery power. I play the game Tom Clancy's HAWX, a fighter jet based game. Even in the menu, the game is not responsive enough for it to be playable. About a second of delay in gameplay.
PowerPlay is disabled and it is running on Battery Power. The game is very responsive and much smoother and playable, under the same settings, only the exception of PowerPlay disabled.
With the laptop running on power adapter, the game runs smooth.
I will have to explain this soon to Dell and see what they have to say.
My company special ordered my Studio 1557 and I have had it since March 1, 2010. I am experiencing the identical problems as everyone else. I experience frequent lock-ups. I have just finished replacing my keypad today - some of the keypads were sticking. I called DELL Technical Support to complain and requested a Return Authorization (RA) from Dell so I could send it back. I was told that because it was purchased under an OEM contract (company account) it was non-returnable. I am not impressed at all with the Studio 1557. Because of all the issues, I haven't taken it with me on business trips or tried to configure it for my business email, etc.
My company special ordered my Studio 1557 and I have had it since March 1, 2010. I am experiencing the identical problems as everyone else. I experience frequent lock-ups. I have just finished replacing my keypad today - some of the keypads were sticking. I called DELL Technical Support to complain and requested a Return Authorization (RA) from Dell so I could send it back. I was told that because it was purchased under an OEM contract (company account) it was non-returnable. I am not impressed at all with the Studio 1557. Because of all the issues, I haven't taken it with me on business trips or tried to configure it for my business email, etc.
Try download the new A05 BIOS driver here http://support.dell.com/support/downloads/index.aspx?c=us&cs=19&l=en&s=dhs
It DOES NOT solve the problem, but the laptop had better performance, and less freezes.
And instead of asking for RA, try asking for a laptop replacement and see if it works. Hope I help.
@UnrealTom: yeah the laptop freezes every time I play Alliance of Valiant Arms
I just got a Studio 1558 as an exchange (i7-720QM, ATI Mobility Radeon 5470, 4G DDR3 1066MHz). Until now, the graphic is working fine (no freeze when I test Assassin Creed game). But it has problems after sleep mode.
Thanks for your reply. Our guys in corporate agreed to "work" on it and see what they can accomplish. I'll pass on your suggestion. I hope all the others can get DELL to resolve their problems.
Hi, can any one please tell me how to contact dell technical services from a UK isp every time i try i get sorry this system is not supported please call ect. I will no longer waste my time calling ineffectual help lines it seems for whatever reason i never seem to get to level 2 or higher, i refuse to sit waiting for a redirect that never ever happens, I always end up getting cut off.
THIS IS GETTING VERY VERY VERY FRUSTRATING.
dELL SORT IT OUT
Raz
dell support staff bill/Todd have run off to hide again?
bigbro777
27 Posts
0
April 21st, 2010 14:00
KNOW-HOW 1. Use Dell Chat to solve your problem.
Use Dell chat for tech support instead of phone or email support. There are some advantage using Dell chat over other options.
1. All conversation will be recorded and sent to your email.
2. You can feel better while you're waiting by seeing the que number decreasing. And also you can estimate the wait time.
3. You don't have to use your cell phone's air time.
4. It's realtime like phone support and they also have every authority to make any decision.
5. If you have a problem with your English either understand or speaking, it will be great option.
There are some notes.
1. Dell chat doesn't seem to work with any version of Microsoft Internet Explorer. Use Google Chrome or Firefox.
2. This is the direct link for Dell chat: http://support.dell.com/support/topics/global.aspx/support/chat/hardware_chat?c=us&cs=19&l=en&s=dhs
3. From 7:00AM to 2:00PM Pacific time is the best time to contact Dell chat.
4. Fill in any information correctly so that they can connect you later.
bigbro777
27 Posts
0
April 21st, 2010 15:00
KNOW-HOW 2. Try to talk to the managers
The first level technician can't decide any exceptions. So, if you want to solve your problem, try to contact a manager.
There are some notes about it.
1. Every technician has his/her direct supervisor and they have to transfer you to the supervisor if you ask with a understandable reason.
2. Supervisor's username has SUP_ at the begining of their ID. The 6 digit number seems to be their EmployeeID number. The smaller the number is, the higher position a person is usually.
3. Try not to be synical or offensive to the supervisor but speak with a firm voice. Explain your problem clearly. They tend to listen when you talk.
4. Don't accept any suggestion that doesn't fit for you. You deserve their kind and satisfactory service. You paid for it!
5. Be reasonable. They will not give you any benefit if there's no good reason to.
bigbro777
27 Posts
0
April 21st, 2010 15:00
This is how I managed to get my system exchanged.
1. Convincing Stage
1) I contacted Dell chat and waited about 30 minutes. It could be longer than waiting phone support but there are many benefits using chat support. (Read Know-how 1.)
2) I talked with first level technician. I told him I am a computer savvy and I tried every solution they suggested in the forum but was in vain. I showed him this forum and asked to talk to his manager. I told him if this is not an issue why there were so many people like me complaining about the same issue?
3) He transfered the chat to a manager. I explained my uncomfortable feeling about the system and told him I tried every solution but was in vain. I also showed him this forum and convinced him that my system has an issue and the only way to solve this problem is system exchange.
2. Negotiation Stage
1) The manager told me that he will replace my system with a new one that has better graphics card but same configuration with the original. He offered HD 5470 graphics card.
2) But I was worried because some people reported core i7 720qm and HD 5470 still has the same issue. And I told him the concerned and finally he agreed to give me Core i7 820qm and HD5470 system.
3) He told me that I have to wait 4-6 weeks to receive the replacement system and I agreed at that time.
3. Follow Up Stage
1) But After one week, there was no progress in my web order status page. I wanted to see at least a proof that they're working on it. I contacted Dell chat and requested to expedite my case. They knew the case is being processed but I couldn't see any progress for quite a long time.
2) Finally, an order was created in my order status page and the status was 'in-production'. I could check the detail of the new system. It got stuck in the stage for quite a long time.
3) At last, I received it. It is a new system. The warranty has been transfered automatically.
The most hard part was the convincing stage because they would never listen to my situation. They keep saying it's not their fault. After I argue about an hour with the manager, he accepted the system exchange. You must be very patient to get the system exchanged.
These are their arguments and you can handle it like this.
1. "We can solve the problem by accessing your laptop remotely."
--> I am a computer expert and I did all of the driver update already and all didn't work. It's much better but still has some random crash. I want to talk with your supervisor about this issue. Don't waste my time. It is already known fault of Studio 1557 + HD 4570 graphics card.
2. "We can only replace the parts with the same configuration of your original order"
--> It is not only my case but also all people who has Studio 1557 + HD 4570 graphics card. Since it is not a problem of this particular system, the same thing will happen again if you replace it with the same parts. I want core i7 820QM + HD 5470 combination because people are reporting that combination is stable. I don't want to repeat this again and again. I want it be done for sure at this time. Don't waste my time. I'll be very angry if this happens again.
For me, this laptop is very important because I work with this laptop 24 hours a day. If it crashes while I'm working on my project, I will be so frustrated. That's why I want to get it done for sure this time.
3. "Sorry sir, but we just can't do it."
--> I have a 1 year of on-site warrnty. Since I still have the issue, I can ask you to come to my place and fix it. I can do that for a whole year. What a waste of time and mony for both you and me? Or can I have a full refund even though the return period has expired?
Final word,
I hope this guide helps you. If you can live with the freeze issue, just let it go. Otherwise, just try. There's nothing to loose to try. And many people are being issued their system exchange. You can keep using your laptop until the new system comes to you. You can return the old laptop using the box.
I hope Dell acknowledge this issue and give all of you the replacement system. I think they should unless they don't want to loose the customers.
sit2k
10 Posts
0
April 21st, 2010 16:00
actually i was giving you the idea, i have never had to do that. I just returned it and got a studio xps 16 1645 and havent looked back.
besides, the xps 16 is simply amazing in comparison and i got that for only 804 shipped from their outlet with full warrantee onsite for 1 year
i7 720
1 gig ati 4670
4 gig ram 1333
1080p (wled) edge to edge glass
500gig 7200rpm
back lit k/b
facial recognition
9cell
list just goes on and on..
sit2k
10 Posts
0
April 21st, 2010 16:00
they were doing that with my issue also and decided to tell them to stick it and i bought the xps
DELL-Todd S
3 Apprentice
•
1.8K Posts
0
April 22nd, 2010 05:00
There is a new BIOS update, A05, available for the 1557 that may help with the video lockups. If it isn't up yet, there is also one close to being available for the 1558. Try it and let us know if it helps.
lilkel34
33 Posts
0
April 22nd, 2010 10:00
So, I have been following this thread since I created it back in November and I notice it has been a bit quiet....my question is this--has anyone gotten a new Studio 1558 or any new Studio 15 model and experienced these problems? Are the problems still ongoing for the newest systems leaving Dell? I never even got to try watching full screen HD video and my freezes were always random and during basic functions. Has this been corrected in new built models going out from Dell now? I have been patiently waiting to order a new Studio 15 since it has the best specs of what I want (I've looked at Sony, HP, Gateway, etc and like the Studio best) but I am still hesitant to buy as long as I may have to reload operating systems, etc straight out of the box. Please tell me if the new units going out now have basic freeze issues.
sit2k
10 Posts
0
April 22nd, 2010 18:00
get a studio xps 16 1645 and you you will look back.. 1558 is having issues also because i had one with the 5470 card.
ctshaw
3 Posts
0
April 27th, 2010 06:00
I'm afraid that this has not helped. 2 more freezes today; one on returning from hibernation, one simply on a web page.
maxilian
4 Posts
0
April 28th, 2010 09:00
No changes.
More random freezes. Video lockup with YouTube HD.
:emotion-12:
UnrealTom
19 Posts
0
April 30th, 2010 11:00
I think I can safely say that the A05 BIOS update has fixed my video lockups because even in Google Chrome, it was fine. I've never had the random freezes but the video lockups were a problem.
BUT, the incompatibility still exists, I have a perfect test that I do for it.
PowerPlay is enabled and it is running on Battery power. I play the game Tom Clancy's HAWX, a fighter jet based game. Even in the menu, the game is not responsive enough for it to be playable. About a second of delay in gameplay.
PowerPlay is disabled and it is running on Battery Power. The game is very responsive and much smoother and playable, under the same settings, only the exception of PowerPlay disabled.
With the laptop running on power adapter, the game runs smooth.
I will have to explain this soon to Dell and see what they have to say.
-Tom
springerdan1
2 Posts
0
April 30th, 2010 14:00
My company special ordered my Studio 1557 and I have had it since March 1, 2010. I am experiencing the identical problems as everyone else. I experience frequent lock-ups. I have just finished replacing my keypad today - some of the keypads were sticking. I called DELL Technical Support to complain and requested a Return Authorization (RA) from Dell so I could send it back. I was told that because it was purchased under an OEM contract (company account) it was non-returnable. I am not impressed at all with the Studio 1557. Because of all the issues, I haven't taken it with me on business trips or tried to configure it for my business email, etc.
t-N
6 Posts
0
April 30th, 2010 18:00
Try download the new A05 BIOS driver here http://support.dell.com/support/downloads/index.aspx?c=us&cs=19&l=en&s=dhs
It DOES NOT solve the problem, but the laptop had better performance, and less freezes.
And instead of asking for RA, try asking for a laptop replacement and see if it works. Hope I help.
@UnrealTom: yeah the laptop freezes every time I play Alliance of Valiant Arms
I just got a Studio 1558 as an exchange (i7-720QM, ATI Mobility Radeon 5470, 4G DDR3 1066MHz). Until now, the graphic is working fine (no freeze when I test Assassin Creed game). But it has problems after sleep mode.
springerdan1
2 Posts
0
April 30th, 2010 19:00
Thanks for your reply. Our guys in corporate agreed to "work" on it and see what they can accomplish. I'll pass on your suggestion. I hope all the others can get DELL to resolve their problems.
razy60
47 Posts
0
May 1st, 2010 10:00
Hi, can any one please tell me how to contact dell technical services from a UK isp every time i try i get sorry this system is not supported please call ect. I will no longer waste my time calling ineffectual help lines it seems for whatever reason i never seem to get to level 2 or higher, i refuse to sit waiting for a redirect that never ever happens, I always end up getting cut off.
THIS IS GETTING VERY VERY VERY FRUSTRATING.
dELL SORT IT OUT
Raz
dell support staff bill/Todd have run off to hide again?