Dell Frustration

Question

I received my new Dell 9100 2 weeks ago. There are a couple of defects a buzzing noise from the fan and a clicking noise from the HDD. I have been in contact with Dell - this has involved a daily email exchange for around 2 weeks. It seems I have to repeat everthing twice and very rarely get a proper answer to my questions. The bottom line is that they want to take machine back and replace parts, which normally takes 4-5 days etc. I would prefer to replacement the parts myself - but they have refused to send the parts claiming they cannot be sent via courier. I find this hard to believe. Both parts are CRUs and in the process of the email exchange they have asked me to take out and replaced the parts to verify the problem.        Although I like the laptop - I am getting very frustrated with the whole process of getting the faults corrected and the unhelpful attitude of Dell. I guess my bottom line is ask for a refund etc. Although get the impression from them this is not an option.  I am based in the UK and not clear what the dell policy is on this etc. Have i been unlucky or is this typical Dell service.   Andrew

DELL-BobT · Answer

AndSedg,

Thank you for using the Dell Community Forum.

To resolve the buzzing noise from the fan, try updating the system BIOS. As for the clicking from the hard drive, I recommend testing this through the Dell diagnostic test.

Dell technicians must comply with the warranty that you purchased on your system. I suspect that your dealings are normal for the type of contact that you have chosen. You may wish to try making contact by another means if you are unhappy with your present situation. It will be helpful to state the troubleshooting steps that you have already taken.

cordless_larry · Answer

I think you only have 7 days to decide if you want to send it back, so if you've had it for two weeks, it's entirely up to Dell if they want to give you a refund:   http://www1.euro.dell.com/content/topics/topic.aspx/emea/topics/footer/terms?c=uk&cs=ukdhs1&l=en&s=dhs&~ck=lf&~lt=popup

AndSedg · Answer

Thanks for the reply. I thought it was a case that you needed to report the fault within 7 days - if this is the case I should be covered as reported it on day 3 and the fault has not been corrected. I must admit I simply made contact with a Dell rep as specified on the sales invoice. This may seem a silly question but what type of communication do you suggest and with whom?   In terms of tests all I have done so far is - take out F2 fan - the buzzing/rattling noise stopped. I was then asked to put it back and the noise started again etc. i assume this means fan is faulty in some way. The strange noise from the fan sounds more mechanical/vibrating in nature - and notice it most when the fan is on low. It is very   Similar situation on the HDD - took it out -  and the light clicking noise stopped. I was then asked to replace and the noise started again.   Are you saying that if I put a new CRUs into the machine this would cancel my warranty rights? They told me my rights would not be effected when I carried out the tests requested above.    I have had a quick read through some of the posts on forum - these 2 type of faults appear fairly regularly. I tried to create a bootable cd to solve the clicking problem on the HDD - without success. I am using the record now 7 software supplied with the machine and have been unable to create a bootable cd despite following the instructions. So I do not know if this would solve the problem. Others on the forum have indicated that the fix does not work anyway.   I have also run diagnostic tests of the HDD and all tests are ok.   As you may have gathered I am not a computer expert and therefore any further suggestions/help would be much appreciated.   Andrew

DELL-BobT · Answer

@AndSedg wrote:

Thanks for the reply. I thought it was a case that you needed to report the fault within 7 days - if this is the case I should be covered as reported it on day 3 and the fault has not been corrected. I must admit I simply made contact with a Dell rep as specified on the sales invoice. This may seem a silly question but what type of communication do you suggest and with whom?

In terms of tests all I have done so far is - take out F2 fan - the buzzing/rattling noise stopped. I was then asked to put it back and the noise started again etc. i assume this means fan is faulty in some way. The strange noise from the fan sounds more mechanical/vibrating in nature - and notice it most when the fan is on low. It is very

Similar situation on the HDD - took it out - and the light clicking noise stopped. I was then asked to replace and the noise started again.

Are you saying that if I put a new CRUs into the machine this would cancel my warranty rights? They told me my rights would not be effected when I carried out the tests requested above.

I have had a quick read through some of the posts on forum - these 2 type of faults appear fairly regularly. I tried to create a bootable cd to solve the clicking problem on the HDD - without success.

I am using the record now 7 software supplied with the machine and have been unable to create a bootable cd despite following the instructions. So I do not know if this would solve the problem. Others on the forum have indicated that the fix does not work anyway.

I have also run diagnostic tests of the HDD and all tests are ok.

As you may have gathered I am not a computer expert and therefore any further suggestions/help would be much appreciated.

Andrew

Andrew,

If you cause damage to the system while it is under warranty, the damages will not be covered. Only a Dell-certified technician can make modififications to your system.

Since you stated that your system is 7 days old, you should consider contacting the Dell facility in your geographic area for repairs. In your area, the contact may be made via telephone at 0870 908 0800. I would list the email address, but none was provided.

Ghanima · Answer

Andsedg,

hey this is something that is gonna have to be at **YOUR OWN DISCRETION** but - it seems there was a batch of HDD's that shipped with i9100's that makes "... intermittent clicking noise..."

There is a fix for this particular issue - though im not sure if it pertains to your problem - but it might worth checking out. Before you click though this link be aware that it is for the 60GB version of the HDD... if you check the support.dell.com site under downloads you should be able to get the other HDD sizes.

http://support.dell.com/support/downloads/type.aspx?c=us&cs=19&l=en&s=dhs&SystemID=INS_PNT_P4_9100&category=0&os=WW1&osl=en&deviceid=4949&devlib=26

dyker · Answer

I sent my laptop in and had it back with a new motherboard sometime early the next week.  They turn on them *fast*.

AndSedg · Answer

I phoned Dell today and following a fairly long chat agreed to send it in to be fixed. They agreed to give me an extra years warrenty due to the problems experienced etc. I am keeping my fingerd crossed that I get it back soon with the faults corrected.

Andrew

quietpc · Answer

I'm more pessimistic than optimistic and I'd say that's fair. Only problem with your whole scenario is that it shouldn't have taken long. But at least they gave you an extra year's warranty for the hassle and for peace of mind. That's the *good* part.

If you'd be so kind, too, please report back here when you've rec'd your unit back and divulge on your overall experience after the fact. This can often help give others peace of mind when they search for threads like this years down the road. (Assuming Michael Dell doesn't sell out to China and we're all speaking Mandarin by then!) :smileywink:

Locked Topics – Laptops General

Was this post helpful?