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jonolane started following the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell.
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UK Steve replied on August 12, 2008 10:40 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
I recently bought a 630i games machine which didn't work on delivery - blue screen of death partway through Vista instal. I then spent 1 week on phone to support and over 12 hrs running diagnostics / swapping memory sticks etc over the phone with no solution. An engineer was promised and no appointment made. No replies to emails for next week. No replies from customer service emails. (Both promise a 24 hr turnaround).
After 3 weeks I've given up and am insisting on a refund as the goods are not fit for purpose under the UK Sale of Goods Act. I would recommend others do the same with new kit that doesn't work rather than persist with call centres, though you need to be quite forceful to get your statutory rights!
NB you can still claim its not fit for purpose even if you've had it for 3 months.... a computer should last that long without breaking. -
Eric started following the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell.
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rhys started following the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell.
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A comment on the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
tups,
If you want to send me your service tag or order number, your daytime contact number and current shipping address, I will get your case over to our European escalations group for dispostition. [private contact details removed] – Dell-Bill_B, on August 08, 2008 21:52 -
tups replied on August 08, 2008 13:00 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
I've had issues with dell myself - bought a laptop 5 months ago.
My laptop started having issues after 3 months... i've been trying to get it returned for 2 months. I work in one switzerland and live in the uk weekends... I bought the laptop in the uk and trying to get it returned is proving extremely difficult.
Organised a day off work and extended my flight so an engineer could repair it, and he never showed up.
I've finally got swiss dell to send me a new hdd on monday and am going to install myself... will see how that goes.
Note: UK support (offshore) - is appalling! -
Dell-Bill_B replied on July 28, 2008 18:24 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
roses11,
Sorry to hear about your frustrations. Is the system up and running now? Is there anything I can do to help? If so, please feel free to email me at [private contact details removed] -
roses11 replied on July 26, 2008 18:20 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
I didnt have this problem but had purchased an over $2,000 dell computer for my disabled daughter about 2 months ago. Just yesterday they replaced the mother board, hard drive for the second time, and memory. This after a week of hours on the phone running all kinds of test. I finally refused to run anymore test. Demanded to speak to a manager. Which they never left me do. But kept repeating that they send out a tech with all new parts and/or a new laptop. This is my first experience with Dell and I will NOT recommend them to anyone else. -
Jordan started following the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell.
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Dell-Bill_B replied on May 30, 2008 16:06 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
Hi, All.
Sorry for not posting back sooner. I seem to have messed up my account, but Eric has been kind enough to sort me out.
We have escalated the issue to the engineering team, and hope to have a solution we can go public with soon. -
Eric Suesz replied on May 29, 2008 18:34 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
Bonsmots: We used to have a Dell employee here, but it appears that he has recently flown the coop. I'll do what I can to get them involved again. -
Bonsmots replied on May 29, 2008 00:47 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
It's nice to see someone from Dell listening. But why are there no official representatives for Dell on this site? -
Eric Suesz replied on May 10, 2008 17:32 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
It does seem like a lot. But, the article does say that it is an ambitious thing to try. So, I guess they do warn you. Some people are comfortable with opening these things up, but I get a little skittish, too. I've opened up my MacBook and older iMacs, but usually just to replace memory or a hard drive. When the list of tools you need to use when opening a computer up gets above two -- a coin and a screwdriver -- I'm out! -
tuscanbob replied on May 10, 2008 01:37 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
I read through that so called fix before...you've got to be kidding me. You really think opening up a $1,000 laptop and monkeying around with pliers and duct tape and a razor and dismantling the laptop on your own is an appropriate solution? -
Hoplebus replied on May 09, 2008 20:57 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
Hi guys,
this problem has been diagnosed and "fixed". You need to insulate the headphones card from the magnesium case to get reed of interferences.
See here a detailed "how to": http://pctipguys.com/index.php?option...
Regards -
tuscanbob replied on May 02, 2008 02:10 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
1. It's not a halogen light or any sort of outside interference. It's a known problem and it's all internal.
2. It's not resolved yet but a guy name Christopher Byrd at Dell is handling it. Tomorrow I'm actually have a bunch of parts replaced again. -
Michael Samuelson replied on May 01, 2008 03:47 to the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell:
Just wondering, though you've probably gone down this road of thought already - if there might not be a halogen light with a dimmer switch somewhere in the vicinity? Those can cause killer interference on audio. -
tuscanbob started following the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell.
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tuscanbob started following the problem "Dell's Inability To Resolve New Faulty Laptop" in Dell.
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tuscanbob reported a problem in Dell on March 13, 2008 01:19:
Dell's Inability To Resolve New Faulty LaptopWhen using the headphones on my new Inspiron 1520, there is a buzzing/static noise. It is consistent with all types of headphones and external speakers. User groups I have found online confirm that this is a known problem inherent with this model. It sounds like I'm listening to the morse code-like innerworkings of this machine as it performs tasks. I primarily use this laptop at night for music and web-surfing and the use of headphones is important to me so that I don't disturb my sleeping family. This static/buzzing noise is unacceptable.
The motherboard has been replaced TWICE, the sound card has been replace TWICE and the hard drive has been replaced. The sound is also there when the wireless card is removed. After these repairs proved unsuccessful (and actually the first repair caused a hard drive error) I have since contacted customer service TWICE to let them know that the problem has not been resolved. All I'm offered is for more parts to be replaced which will simply be a futher waste of my time as, according to all the information I have found, this is an issue that can not be fixed.
Each time I call ends up taking about 40 minutes since I'm forced to start explaining my situation all over again to someone who apparently has no authority to do anything to fix my situation. I am completely dissatisfied with Dell's inability to resolve my problem that I first reported on 1/17/08 along with the total lack of customer service I've received. At this point, I believe I am simply being ignored since my calls are not being returned. I'm very disappointed with the poor service I've gotten out of the call center that I presume is in India. I've had a couple of agents whose accents I can't understand. I've had agents that put me on hold for several minutes only to come back and ask me the same questions I've already answered. This has been a very frustrating experience.
This is the 2nd Dell computer I've purchased for my personal use, but I have purchased over 12 machines from Dell for my business. I want this issue resolved with as little further disruption and time required on my part, as I've estimated that I've already spent more than 15 hours of my own time between making phone calls and reinstalling programs and tweaking settings after having this laptop hacked up twice.
My suggestion to customer service reps on the phone has been to replace this system with a comparable system that does not have the headphone issue. As long as I have the same technical specs and XP Pro as the operating system, I don't care what model is substituted with this one with. Seems simple enough to me, but apparently my problem is falling on deaf ears with the folks in Bangalore. If Dell is unable to make this right, then they've have lost a faithful customer forever...one who has purchased at least 14 systems in the past.
