Well I've spoken to Dell and they say the palmrest is not covered under the warranty. They passed me on to spare parts, which told me I would have to pay $45 to get a new palmrest.
That seems utterly ridiculous to me. This is clearly a flaw in the computer, and a flaw in the palmrest that it has become discolored like this.
Doubt I will buy from Dell again. A company should stand behind its products.
I would call again and ask to talk to a manager and get them to exchange the palm rest. Do not take no for an answer.
Do you have the "Complete Care"? If you do tell them so and that you would like the palm exchanged for a new one at once.
I have noticed that your tech support experience with Dell varies from the tech guy/girl you talk to. Some tech people are extremely nice and don't really care what problem you have and they just send new parts to you. Others, are more picky and mostly wrong (As in your case) - I would try again and explain that the palm rest is discolored due to the heat of the hard drive and nothing else.
Yes I called Dell. It was Tech support that told me that. Maybe I got a bum tech support guy. I bought the computer in April 2003 so it is still under warranty.
Thanks for the good advice. I will definitely give them a call again and see what happens.
Unfortunately, I don't have Complete Care but I did buy the 2 year extension warranty with next day service.
They told me the warranty does not cover the palmrest, the battery and a few other parts but you make a good point about design flaws. I will look into that.
It's quite annoying because otherwise this is a good computer and when I required service on other matters, Dell was very good. But how can I buy another computer from them if they won't take responsiblity for this kind of problem?
Thanks again for the advice. I will give Dell another call on Tuesday.
The heat is probably coming from the Hard drive which is under that area. In the UK there has been a project inserting a mica sheet on the under side of the palmrest. When you ring Dell again ask about the sheet, it should be known to product support.
can you post a link to where you can buy mica sheets? There are so many kinds, some for wood others for lamp shades.. Which one is the one that doesn't conduct heat? I would think that if you can stick a cermaic sheet underneath the palmrest (something with low conductivity) the palm rest will never get hot again.
With a ceramic heat deflector, wouldn't the drive get fried eventually?
All that heat needs to go somewhere and if it doesn't go to the palm rest (And your hand), then it will be deflected back to the drive, I would think...
atlacatl
61 Posts
0
February 20th, 2004 17:00
Ouch!
I think Dell should replace the palm rest...BTW, you are not alone with the heating issue: http://www.josesandoval.com/hotdells/
pcboy2003
12 Posts
0
February 21st, 2004 22:00
TheDukeLA
13 Posts
0
February 22nd, 2004 02:00
I got mine in spring 2003 shortly after they became available, so perhaps the newer ones wouldn't get so hot.
PD
TheDukeLA
13 Posts
0
February 23rd, 2004 21:00
Well I've spoken to Dell and they say the palmrest is not covered under the warranty. They passed me on to spare parts, which told me I would have to pay $45 to get a new palmrest.
That seems utterly ridiculous to me. This is clearly a flaw in the computer, and a flaw in the palmrest that it has become discolored like this.
Doubt I will buy from Dell again. A company should stand behind its products.
atlacatl
61 Posts
0
February 23rd, 2004 22:00
I would call again and ask to talk to a manager and get them to exchange the palm rest. Do not take no for an answer.
Do you have the "Complete Care"? If you do tell them so and that you would like the palm exchanged for a new one at once.
I have noticed that your tech support experience with Dell varies from the tech guy/girl you talk to. Some tech people are extremely nice and don't really care what problem you have and they just send new parts to you. Others, are more picky and mostly wrong (As in your case) - I would try again and explain that the palm rest is discolored due to the heat of the hard drive and nothing else.
Good luck...
jwark
267 Posts
0
February 23rd, 2004 22:00
That should be covered. I would complain about that. That's really horrible and someone should take care of you.
jwark
267 Posts
0
February 24th, 2004 01:00
TheDukeLA
13 Posts
0
February 24th, 2004 01:00
Yes I called Dell. It was Tech support that told me that. Maybe I got a bum tech support guy. I bought the computer in April 2003 so it is still under warranty.
PD
TheDukeLA
13 Posts
0
February 24th, 2004 01:00
Thanks for the good advice. I will definitely give them a call again and see what happens.
Unfortunately, I don't have Complete Care but I did buy the 2 year extension warranty with next day service.
They told me the warranty does not cover the palmrest, the battery and a few other parts but you make a good point about design flaws. I will look into that.
It's quite annoying because otherwise this is a good computer and when I required service on other matters, Dell was very good. But how can I buy another computer from them if they won't take responsiblity for this kind of problem?
Thanks again for the advice. I will give Dell another call on Tuesday.
PD
HRPENG
13 Posts
0
February 24th, 2004 21:00
The Bimmer Boy
8 Posts
0
February 25th, 2004 08:00
atlacatl
61 Posts
0
February 25th, 2004 12:00
With a ceramic heat deflector, wouldn't the drive get fried eventually?
All that heat needs to go somewhere and if it doesn't go to the palm rest (And your hand), then it will be deflected back to the drive, I would think...