Called Dell yesterday to find out what is going on.
They think i dropped my laptop and want me to pay for the motherboard replacement. Because i didn't get back to them after they left 2 messages at the wrong number they decided to send me back the computer. I don't know if it is fixed or not. I ended up talking to some guy named Alex from India. He was very helpful and spoke english quite well. I mentioned to him that i never ever dropped my laptop and that i know the problems that they are having with these machines. He said that he had to talk to his supervisor and when he came back he gave me his e-mail address and that he was going to take care of the problem. I will not have to pay for the motherboard. Keep in mind that this computer is still under warrenty. I will write a conclusion or an addition to this post after the problem is solved. Good Luck to all. Anyone care to set up a web site devoted to 5100-5150 users?
If we can get accurate numbers of people with this problem maybe we can help those out of warrenty and/or get dell to be responsible for the product.
It would be nice to be able to file some type of formal complaint, especially for those who are without warranty. This is Dell's problem. No question about it. They need to own up to the fact and take responsibility for this problem
I registered to this forum precisely because i experience the exact same problem. Problems started about one week ago... It is exactly how others described it: pressure in the "control" button area on the chassis makes it shut down, or at least go to a weird stage of booting/being on standby/...
and of course, my warranty expired about just one month ago. I will now call dell (i'm in belgium) to see what they say about it...
i'm sure as .. not coughing up 700 euros to replace something that clearly is a manufacturing error.
well, as usual the guy helping me out was very patient and friendly.
i went through some steps, removing HD, memory, etc. that didn't resolve the problem. they are going to set up a "problem research" thingy, of which i can from now on expect an answer within 48h. He had already come across this problem though, and he said that what they did was.. idd: replace the motherboard. Since I'm not under warranty anymore, and as I'm feeling this problem is a bit too freaky to spend 700 bucks on, I'm thinking, and I was advised to WAIT untill Dell does something about this. Dell will consider taking action and helping us all out, only if they notice that indeed a lot of us are having this problem.
So go ahead and mail/call/write Dell and tell them if you have the problems we are having!
For those of you attempting to hold off the $700 for the time being, I took the advice from some earlier posts and tightened the screws on the bottom of the laptop (0, C, and the one holding in the memory). It has temporarily stopped the shutdowns from minor bumps and movement. From the earlier posts, I'm pretty sure that this is only a temporary fix of the inevitable. I'm not sure how long it will last, but right now it is working well-enough.
If you buy your motherboard directly from Dell Spare Parts, it will cost $400, which is significantly better than the $700 Dell will charge you to install it. It is not difficult to install a motherboard yourself. I did this, and my computer is working fine now (one week and counting). I am still complaining to Dell about the issue in general. Let's hope they respond.
I'm very tempted to buy the motherboard from Dell ($400 vs. computer that is very unstable) but I wonder how long I should wait and what Dell would do for those who are out of warranty. Plus, I'd like to know if the motherboard replacement is indeed a fix and not just duct taping a bumper back onto a car. All my previous attempts have gotten me a little bit of success but they inevitably bring me right back to where I started.
It's a shame; I used to think so highly of Dell and its parts. Now, it's pretty much at the level of HP in my mind and I'm no fan of HP (my fiance's laptop went haywire on her just after her one year warranty ended and I've been dealing with faulty part problems ever since. That's why I decided to go with Dell and get the 1100 but now I'm afraid we'll have similar problems with the 1100 since it's based on the same motherboard and they've been experiencing similar problems as well -- heatsink, etc).
The question is: Does the "new/refurbish" motherboard fix the problem? Is the motherboard the problem?. My 5150 is still under warranty (until december 27th). Last July i had this problem. Dell changed me the motherboard. 4 months later, i had exactly the same problem. After 15 days, im still waiting for the part. You have to think it twice before to buy another motherboard, maybe you can lose your US$400. (maybe the motherboard failure is the result of the problem, and not the problem itself).
Now they are offering me the "3 years warranty" for the modest price of US$501 (quarter of the notebook´s value), but they dont fix the original problem with my actual warranty (thats the best business ever...)
After reading pages and pages of our posts, i didnt see any post from Dell´s Moderator about the topic. Maybe they are not interested in this particular problem, and they only answer topics like "Thanks to Dell...my life is much better".
Why dont we get all together and make a joint action??
Souer, that's my worry also. Just wish Dell would do something to make this right. Regrettably, the next step would be to set up an independent web site, if anyone has time to do it.
I also hope that Dell is reading these posts. It would be nice if they responded in some manner to this thread. Lets face it there are a bunch of us with similar problems. Is it statistically significant only Dell could tell us. It is very hard since many people do not read these forums (both those with and without problems). All I can say is my laptop is working going on 4-5 weeks. And I hope my problem is solved. Time will tell.
"...actually it's all heat related. The excessive heat is causing the same problems that the Sony's are facing. It's a design problem...
...You're right, they probably will eventually have the same problem. We fix the problem areas of the motherboard that absorb the most heat and are prone to the damage. "
If my 5150 will "eventually have the same problem", even after the motherboard has been replaced, due to "a design problem" that Dell is aware of, then I am extremely disastisfied with the repair of my 5150. If it won't stay fixed, regardless of warrantee, then I want options for a trade in.
"---- actually it's all heat related. The excessive heat is causing the same problems that the Sony's are facing. It's a design problem. "
I seriously doubt that. If that were true the symptoms would most likely only appear after the laptop had been in use for some time. "
---- The heat generates a faulty condition within the motherboard. So, it all depends on how far gone your condition is. The last 5150 we repaired did not power on at all. It's damage was too excessive to allow the system to boot. Yes, heat promotes the problem until it reaches the point where it will not power on anymore or it shuts down shortly after power on.
---- Rich, please understand, I'm not taking guesses with this problem. This is what we do for a living.
"For me at least, I can switch my laptop on after having not used it for a day and have problems straight away.
--- Exactly what we just repaired. But the system we repaired flashed the power light at first power on attempt. Then if you held the power button for 4 seconds, it sounded like it wanted to power up and then you hear the hard drive die, then the power light goes out.
"To anyone replacing the motherboard themselves I would strongly suggest replacing the plastics too as this seems to be part of the problem. In fact, I would try replacing the plastics before splashing out on a new motherboard as it seems to be the weakness of the plastics that allows the sensitivity issue to arrise in the first place."
---- Plastics do not have anything to do with the problem we've researched. Actually plastics have never had anything to do with any motherboard faults we've ever researched.
AQSTECH, I appreciate your post and the availablilty of your service. However, you indicate that the boards are indeed repairable. If so, then it is incumbent upon Dell to do similar research (failure analysis) and issue a service bulletin so that those of us with board rework capability can repair our own notebooks.
-----> dsp you're absolutely right, I cannot agree with you more. Will dell do this? I have no idea. I know Sony didn't and I know HP / Compaq didn't with their Presario 700 / 900 series. It would simply cost too much. You see, DELL does not make their own motherboards in most cases. The motherboards are made overseas usually. So, DELL in North America can only do so much, and what does a computer company do when there is a problem with a part, they replace it. ..and they will keep replacing it until it's out of warranty. (Sorry Souer, I know you didn't want to hear that)
While your service is useful, it doesn't relieve Dell of their responsibility in this matter.
-----> The only way I see DELL permanently resolving this issue is to send all their boards either back to the manufacturer to strengthen the problem areas or to a facility such as ours to do the same. Then after the repair, proper cooling system maintenance needs to be done every couple of months to avoid future problems.
Joe, about your last line. Can you explain me something. The things that you do is to fix the problems caused by the heating on the motherboard? but, what about the heating?
-----> Souer, we're not going to re-invent the wheel that Dell didn't make perfectly round in the first place. We help the people that are out of warranty and have a dead $2000 computer sitting on their table. Until DELL acts on this issue (if they do) that is a complete waste of money. Our services will get that system working again and if proper maintenance is done as described to dsp above, I wouldn't doubt if it works for at least a couple years after. although I cannot claim it will hold for that long because this issue is too new. I know the Sony repairs we've done have held up past the two year mark with some customers.
"If its a design problem, its a Dell's fault, not our fault, so, why should we have to pay for their design problem?"
-----> You are absolutely right.
If Dell sold me a defective notebook (overheating, motherboard, etc), the most honest thing is that Dell has to accept my notebook back and give me the credits to buy another Dell’s notebook that does’t have design problems. But I’m realistic. That thing is only going to happen in wonderland.
-----> yes, you're right. I don't think it's going to happen, take a look at all the upset Sony customers in that last link I posted.
"...actually it's all heat related. The excessive heat is causing the same problems that the Sony's are facing. It's a design problem...
...You're right, they probably will eventually have the same problem. We fix the problem areas of the motherboard that absorb the most heat and are prone to the damage. "
So does this meaning Dell is admitting their liability by selling a laptop that has a design problem? If it is a design flaw, then recall the line and give customers a credit towards a Dell line that does not have a basic design flaw.
-----> Guy, I'm not sure if a computer company has ever done that before. It would cost DELL a lot of money. Please understand everyone, I'm not defending dell here, I'm just saying that Dell probably did not know of this problem prior to releasing this model. I really don't think they would want this type of negative product feedback and everything that comes with it.
I have the three year warrantee. How many times will they replace the motherboard in that time?
-----> I would get a replacement motherboard every time it acts up until the end of your warranty. That's about all you can do while under warranty.
What happens 8 to 10 months out of warrantee. Has anyone gone back thru the posts to count how many 5150's have been sent in for repair. The claim that only 10 have been sent in seems a little low compared to the size of this post.
-----> Guy, the 10 system claim was by me, that's how many 5150 out of warranty we've repaired so far. Sorry for the confusion.
"The
only way I see DELL permanently resolving this issue is to send all their boards either back to the manufacturer to strengthen the problem areas or to a facility such as ours to do the same. Then after the repair, proper cooling system maintenance needs to be done every couple of months to avoid future problems."
What about a legal action? I didn’t want to do anything because I thought was the only one here, but now is different. If 50 of us present together a formal complain (I think any lawyer would be glad to win some cents) maybe Dell will hear us, because at this day, no signals of life from Dell. Some companies only listen after the slap. I don’t want any additional benefits from Dell; I just want a notebook without design problems.
AQStech: Perhaps we are talking about different problems. Or perhaps my laptop has two problems because the sensitivity issue describes my first symptoms but now I am noticing it depends on how my laptop is seated. It has rubber feet missing and if I lean it away from the front side it seems to power up more often than not.
If the computer shuts off when pressure is applied to the outside of the laptop then surely the plastics are not doing their job in protecting the internals and need replacing?
It has nothing to do with the plastics. The only way I can see the plastics having anything to do with this problem is if the plastics dissipated heat out and away from the motherboard.
What you're seeing is the end result. Touching the plastics and or moving the system having a direct influence on the problem. Why? Because the only thing between you and the motherboard is the plastic! :)
seafeye
4 Posts
0
November 14th, 2004 21:00
Called Dell yesterday to find out what is going on.
They think i dropped my laptop and want me to pay for the motherboard replacement. Because i didn't get back to them after they left 2 messages at the wrong number they decided to send me back the computer. I don't know if it is fixed or not. I ended up talking to some guy named Alex from India. He was very helpful and spoke english quite well. I mentioned to him that i never ever dropped my laptop and that i know the problems that they are having with these machines. He said that he had to talk to his supervisor and when he came back he gave me his e-mail address and that he was going to take care of the problem. I will not have to pay for the motherboard. Keep in mind that this computer is still under warrenty. I will write a conclusion or an addition to this post after the problem is solved. Good Luck to all. Anyone care to set up a web site devoted to 5100-5150 users?
If we can get accurate numbers of people with this problem maybe we can help those out of warrenty and/or get dell to be responsible for the product.
.02
KingSnake1
2 Intern
•
193 Posts
0
November 14th, 2004 23:00
snarf_b
6 Posts
0
November 15th, 2004 09:00
and of course, my warranty expired about just one month ago. I will now call dell (i'm in belgium) to see what they say about it...
i'm sure as .. not coughing up 700 euros to replace something that clearly is a manufacturing error.
snarf_b
6 Posts
0
November 15th, 2004 12:00
i went through some steps, removing HD, memory, etc. that didn't resolve the problem. they are going to set up a "problem research" thingy, of which i can from now on expect an answer within 48h. He had already come across this problem though, and he said that what they did was.. idd: replace the motherboard. Since I'm not under warranty anymore, and as I'm feeling this problem is a bit too freaky to spend 700 bucks on, I'm thinking, and I was advised to WAIT untill Dell does something about this. Dell will consider taking action and helping us all out, only if they notice that indeed a lot of us are having this problem.
So go ahead and mail/call/write Dell and tell them if you have the problems we are having!
rothgar4
4 Posts
0
November 15th, 2004 16:00
pbloom
11 Posts
0
November 15th, 2004 17:00
aznman43
62 Posts
0
November 15th, 2004 20:00
I'm very tempted to buy the motherboard from Dell ($400 vs. computer that is very unstable) but I wonder how long I should wait and what Dell would do for those who are out of warranty. Plus, I'd like to know if the motherboard replacement is indeed a fix and not just duct taping a bumper back onto a car. All my previous attempts have gotten me a little bit of success but they inevitably bring me right back to where I started.
It's a shame; I used to think so highly of Dell and its parts. Now, it's pretty much at the level of HP in my mind and I'm no fan of HP (my fiance's laptop went haywire on her just after her one year warranty ended and I've been dealing with faulty part problems ever since. That's why I decided to go with Dell and get the 1100 but now I'm afraid we'll have similar problems with the 1100 since it's based on the same motherboard and they've been experiencing similar problems as well -- heatsink, etc).
Souer
27 Posts
0
November 15th, 2004 21:00
dspman
306 Posts
0
November 15th, 2004 22:00
lisowskimf
63 Posts
0
November 16th, 2004 00:00
guyFromEdmonton
21 Posts
0
November 16th, 2004 12:00
AQSTECH
9 Posts
0
November 16th, 2004 12:00
Hello everyone,
Now that I have my morning coffee..
Rich:
"---- actually it's all heat related. The excessive heat is causing the same problems that the Sony's are facing. It's a design problem. "
I seriously doubt that. If that were true the symptoms would most likely only appear after the laptop had been in use for some time. "
---- The heat generates a faulty condition within the motherboard. So, it all depends on how far gone your condition is. The last 5150 we repaired did not power on at all. It's damage was too excessive to allow the system to boot. Yes, heat promotes the problem until it reaches the point where it will not power on anymore or it shuts down shortly after power on.
---- Rich, please understand, I'm not taking guesses with this problem. This is what we do for a living.
"For me at least, I can switch my laptop on after having not used it for a day and have problems straight away.
--- Exactly what we just repaired. But the system we repaired flashed the power light at first power on attempt. Then if you held the power button for 4 seconds, it sounded like it wanted to power up and then you hear the hard drive die, then the power light goes out.
"To anyone replacing the motherboard themselves I would strongly suggest replacing the plastics too as this seems to be part of the problem. In fact, I would try replacing the plastics before splashing out on a new motherboard as it seems to be the weakness of the plastics that allows the sensitivity issue to arrise in the first place."
---- Plastics do not have anything to do with the problem we've researched. Actually plastics have never had anything to do with any motherboard faults we've ever researched.
=====================================================
dspman:
AQSTECH, I appreciate your post and the availablilty of your service. However, you indicate that the boards are indeed repairable. If so, then it is incumbent upon Dell to do similar research (failure analysis) and issue a service bulletin so that those of us with board rework capability can repair our own notebooks.
-----> dsp you're absolutely right, I cannot agree with you more. Will dell do this? I have no idea. I know Sony didn't and I know HP / Compaq didn't with their Presario 700 / 900 series. It would simply cost too much. You see, DELL does not make their own motherboards in most cases. The motherboards are made overseas usually. So, DELL in North America can only do so much, and what does a computer company do when there is a problem with a part, they replace it. ..and they will keep replacing it until it's out of warranty. (Sorry Souer, I know you didn't want to hear that)
While your service is useful, it doesn't relieve Dell of their responsibility in this matter.
-----> The only way I see DELL permanently resolving this issue is to send all their boards either back to the manufacturer to strengthen the problem areas or to a facility such as ours to do the same. Then after the repair, proper cooling system maintenance needs to be done every couple of months to avoid future problems.
======================================================
Souer
Joe, about your last line. Can you explain me something. The things that you do is to fix the problems caused by the heating on the motherboard? but, what about the heating?
-----> Souer, we're not going to re-invent the wheel that Dell didn't make perfectly round in the first place. We help the people that are out of warranty and have a dead $2000 computer sitting on their table. Until DELL acts on this issue (if they do) that is a complete waste of money. Our services will get that system working again and if proper maintenance is done as described to dsp above, I wouldn't doubt if it works for at least a couple years after. although I cannot claim it will hold for that long because this issue is too new. I know the Sony repairs we've done have held up past the two year mark with some customers.
"If its a design problem, its a Dell's fault, not our fault, so, why should we have to pay for their design problem?"
-----> You are absolutely right.
If Dell sold me a defective notebook (overheating, motherboard, etc), the most honest thing is that Dell has to accept my notebook back and give me the credits to buy another Dell’s notebook that does’t have design problems. But I’m realistic. That thing is only going to happen in wonderland.
-----> yes, you're right. I don't think it's going to happen, take a look at all the upset Sony customers in that last link I posted.
=======================================================
guyfromedmonton
Joe K writes
"...actually it's all heat related. The excessive heat is causing the same problems that the Sony's are facing. It's a design problem...
...You're right, they probably will eventually have the same problem. We fix the problem areas of the motherboard that absorb the most heat and are prone to the damage. "
So does this meaning Dell is admitting their liability by selling a laptop that has a design problem? If it is a design flaw, then recall the line and give customers a credit towards a Dell line that does not have a basic design flaw.
-----> Guy, I'm not sure if a computer company has ever done that before. It would cost DELL a lot of money. Please understand everyone, I'm not defending dell here, I'm just saying that Dell probably did not know of this problem prior to releasing this model. I really don't think they would want this type of negative product feedback and everything that comes with it.
I have the three year warrantee. How many times will they replace the motherboard in that time?
-----> I would get a replacement motherboard every time it acts up until the end of your warranty. That's about all you can do while under warranty.
What happens 8 to 10 months out of warrantee. Has anyone gone back thru the posts to count how many 5150's have been sent in for repair. The claim that only 10 have been sent in seems a little low compared to the size of this post.
-----> Guy, the 10 system claim was by me, that's how many 5150 out of warranty we've repaired so far. Sorry for the confusion.
Joe K
aqs12@adelphia.net
Souer
27 Posts
0
November 16th, 2004 13:00
rich1980
14 Posts
0
November 16th, 2004 13:00
AQSTECH
9 Posts
0
November 16th, 2004 14:00
Hi Rich, please call me Joe.
It has nothing to do with the plastics. The only way I can see the plastics having anything to do with this problem is if the plastics dissipated heat out and away from the motherboard.
What you're seeing is the end result. Touching the plastics and or moving the system having a direct influence on the problem. Why? Because the only thing between you and the motherboard is the plastic! :)
Joe K
aqs12@adelphia.net