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Sara replied on July 02, 2009 16:47 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
I do understand that. My battery was at 40% throughout this whole debaucle. But it was to my understanding that the manner in which the AC adapter connects to the motherboard itself causes something to short out eventually due to poor construction and parts.
I did inspect my own dead mobo and it is blemish-free of any spots, so this particular issue involving the rectifier might not apply to everyone reading.
The problem most of us are referring to manifests in the AC warnings and culminates with a dead mobo.
But if you are able to solder on a new rectifier and solve your problem without having to deal with Dell at all, the more power to you!!-
Sara replied on June 27, 2009 01:41 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
Have you not heard back from Global Esco yet? It's odd because it shouldn't have taken so long. I suppose you could try calling their general 800 number and ask about the status of your case.. -
Sara replied on June 26, 2009 00:11 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
Interesting legal information, I was not aware of such a suit. As a related aside, my dealings are with Dell Canada, so YMMV, but by the sounds of it, the calls all get dumped to the same centre anyway.
I'm really surprised no legal action has been taken on the basis of this issue specifically especially given how litigious some people are these days (not that it isn't warranted in cases like these...). As someone who has worked with computers all her life, and someone who has built and worked with parts (I installed the mobo myself, after all...) motherboards should last a LONG TIME. A really conservative estimate would be at least three years; realistically closer to 10. I have had many computers in my life and I have certainly replaced fans, hard drives (oh god have I replaced hard drives), power supplies, RAM, you name it... and when the battery/adapter goes for this laptop I will certainly shell out for that because I understand that these items have a relatively short lifespan. But this is the first motherboard I have ever had die on me. They just aren't supposed to give out like that. -
Sara replied on June 25, 2009 20:07 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
There absolutely is something wrong with the motherboards; everyone here knows that and a quick internet search will tell anyone else the same... anyway, I know that Dell Inc. is accedited with the Better Business Bureau, so it may be worth it to file a complaint there. While it doesn't promise to get your issue resolved, it may force Dell to take your inquiry a little more seriously.
Class action would be totally warranted here I think. Unfortunately I really wouldn't know how to go about that, and as I was fortunate enough to have my issue resolved it really isn't my place to take up the gauntlet... -
Sara replied on June 25, 2009 12:30 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
princessofpt: The Executive Escalation Department is the same department as the Global Escalations team that I reached, as far as I know. Do not forget what they said - "Dell cannot continue to make exceptions for this issue" - and never let it go. This admission is key. Be sure to bring this up again.
The motherboard arrived the day before yesterday, and despite the agent saying they would very much "prefer" if I were to pay a Dell technician to do the work, I installed it myself. The computer is working 100% now and I spent all of yesterday skipping through the magical fairyland that was previously my dead computer. I will probably consider an extended warranty at this point to protect against the same thing happening again. I would never have considered this if they did not replace the part at no cost.
I hope the Escalation Team is able to resolve your issue. It sounds like you have raised many of the exact same points that I did; other than that you really just need to be persistent about what you consider to be acceptable resolutions. Let me know how that turns out.
Oh and by the way, I don't think that the agents have any swing to "stipulate" that you can only that to Global Escalations if you don't expect a new part. F--- that. -
Sara replied on June 23, 2009 11:32 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
The escalation path that I personally followed was this:
Customer Care (1-800-847-4096)
Transferred to Technical Support
Transferred to Out of Warranty
Out of Warranty Supervisor
[Out of Warranty Supervisor hung up on me)
Dell general hotline (1-800-289-3355)
Transferred to Technical Support
Transferred to Out of Warranty
Out of Warranty Supervisor
Operations Manager
Callback by Global Escalations Team
All in all about 2 1/2 hours total. Definitely be sure to have the time to dedicate when you call... the impression I got from the agents themselves is that they are armed with scripting and nothing else and are at a total loss when you disagree with their scripted objection or present them with something they can't easily handle. They are halfway across the world and as such cannot relate to you in any way and therefore don't care about your problem. Furthermore I got the very strong impression that there are no consequences for their actions in terms of their comportment on the phone and pretty much decide to do or say whatever they want.
Try to track as much info as possible (names, rep #s, etc....) but it's difficult. Even as I wait for the motherboard I was supposed to receive yesterday (unless they need to order in the part) the only information I was able to get is some "dispatch" number that I'm not even sure what it is...
Good luck... -
Sara replied on June 21, 2009 21:53 to the problem "Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more." in Dell:
It is a huge problem with Inspirions and some of the other models it seems. I spent about 2 1/2 hrs on the phone with Dell on Thursday and to my relief a replacement mobo is on its way free of charge... though I had to escalate my call many many times and do a lot of screaming to get this accomplished. I'm very happy that they finally relented but I feel a class action is truly warranted given the scope of the problem. And oddly enough - several of the fellows I spoke to on my call to Dell suggested I "stop paying attention to what the blogs and forums say" when I mentioned that this was a widespread problem! As if! -
Sara reported a problem in Dell on June 14, 2009 15:59:
Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more.Inspiron 1720 died suddenly - no shutdown, no warning - and will not turn on any more. I have never had any issues with the battery or adapter, apart from the occasional "this adapter not recognized" message, which could easily be rectified by simply unplugging the power supply from the computer and plugging it back in again. The computer would then continue to charge just fine, and it held an excellent charge.
We were browsing the internet, not doing anything special at all, when suddenly the computer just went black and dead. No warning, whatsoever, the battery was at about 40% charge and was charging. I had used the outlet it was plugged into many times before.
The computer will not turn on again in any manner... with the battery in, without the battery in, with the main power supply connected, without.... another interesting thing to note is that when the power adapter is plugged into the wall WITHOUT being also plugged into the laptop, its little green light is lit as normal. However, the second you plug in the laptop, the little green light goes out.
Obviously this is pretty hard to diagnose as it's essentially a paperweight right now... I'm handy enough with computers and let me tell you, I hope this is a power supply issue, and I hope this is still under warranty. When I get home from work I will need to enter my service tag to see. This laptop is less than 2 years old, I am literally not even finished paying for it yet. If this is a motherboard issue wherein the entire laptop needs to be replaced and Dell is NOT willing to cover the cost, this will be beyond unacceptable as this computer is still ridiculously new. I have been recommending Dell to people and will have egg on my face if that's the case.
Does anyone have any other suggestions to help me fix this (aside from calling technical support, which I certainly will do)?
