1640 Throttling Issues, Touchpad Issues, Have CompleteCare

I've lately been having issues with my 1640. The common ones, throttling/touchpad/fan sounds like its from a WWII plane.

Now, i have complete care, which covers almost anything that happens to the laptop.

Heres my question...do i talk to Dell and try and get a replacement for my 1640, possibly a 1645/1647? Or should there be an act of god that accidentally drops it that would require a new one?

Any help would be appreciated.

 

replied in the other posting...

 

much olbiged. do you have any tips that might help me when dealing with the Dell reps? This is gonna be my first time speaking with em over the phone.

 

obliged even*

 

how many repairs have you had? and have they been for the same or similar parts?

 

haven't had any yet. i haven't had time to look into getting it fixed/replaced. been busy with school/work/sports.

 

First contact XPS Support, since you have the warranty. And, see what they can do. But, impress on the throttling issues you are having.

You have had your 1640 for nearly a year, correct w/out any repairs, etc?

Cin...

 

I remember this whole throttling fiasco. (thought they fixed it so glad I got a refund and bought this Alienware) They are going to give him the run around ask to replace mobo power adapter BIOS update then offer a replacement. When I had my SXPS 1640 I had 4-5 motherboard replacements and amongst other things. After all that I refused anymore repairs and they offered me a replacement.

 

yeah, got it in august of last year.

i went away for school and i didn't want to have to worry about getting dell to come service it at my dorm/have to send it away just in case something happened and its basically my notebook for school, use it for all of my classes. and i didn't have a portable hard drive to back anything up on to. just didn't want to risk anything with dell, i've heard some of the stories. lol

 

should i bring up any of the info i've found on here/the net? say that alot of people have had the same thing done to theirs to no avail?

and i was reading about unclewebb's throttlestop? not sure how to use it, but was gonna download it once i get into class. i saw that someone had some success with a log they got got from the program when dealing with the dell reps. should i try that out?

 

Well that is going to be his first start is to contact Support either way. He has to discuss that he is having issue with his 1640.


Cin...

 

So i call up support, stress the throttling issues that i've been having, the touchpad, and the fan issues. then i should get the replacement parts? and when/if they don't work i call em up again and refuse a replacement part and ask for a replacement laptop?

 

I was able to bypass any depot or home tech option... Told them that it wasn't a fix for everyone so why waste both of our time... They sent me a new one : )

REMEMBER: The squeaky wheel gets the oil!

 

Try the Throttlestop, see what your results are. That thread has been very helpful. You may be able to use that to your advantage.

When you do contact Support. Do it via Chat..more control of the conversation with the Reps & you will get a record of the chat at the end via e-mail & be sure to get a case number, etc.

Who knows maybe if you have indications of the throttling, etc...you never know what may happen. *trying to remain optimistic*

Remember, if you have At Home Service, never ever let them have you ship your lappy in for Depot Service, that is not what you paid for.

Cin...

 

a new 1640? or a new 1645/1647? cause i don't want to get stuck with a 1640, i'm having nightmares about dying in BC2 because at the worst possible time my fps goes from 30-2 and i lag out and die. And as we all know, dying in your dreams is the same as dying in real life...

 

i've tried to find a chat option to talk with tech support on the dell.ca, but couldn't find one. maybe its a canadian thing? or maybe i just couldn't find it?

 

1645 was replaced with 1645... they offered 1647 but wanted to keep BOTH the i7 and 1333MHz specs....

 

ah alright. hopefully i'll have the same luck as you and at least get a replacement...

 

Here you go on this LINK

First one on left, or second in the middle
Chat with Home Dispatch Service or Online Tech Support..
2nd one I think you need

Cin...

 

i swear, i searched for 20 minutes all through the tech support options and could NOT find it. thank you muchly!

 

Like they want to make it easy for ya? ; )

 

and now i realize why i dont remember finding this....cause apparently my product model doesn't support online chat at this time....le sigh

 

NP,

This has happened to me...it could be your browser giving you issues. There is no reason why your 1640 isnt supported. Or Dell is having issues! Imagine that...

What browser are you using? Can you try another? Trying clearing your cache?

Cin...

 

internet explorer, i can try downloading chrom/mozilla, see if that helps. and i'll try clearing my cache. what worked for you?


and its always been like this, i have never been able to get through when using this service tag. maybe its my warranty? i have XPS tech support/next business day support/complete care.


just tried google chrome, that didn't help. maybe its just something wrong with my warranty or something stupid.

 

I personally liked chat because I always had a record of our Convo as proof, but You should tell them this You have been having problems before you just have been to busy to call school, work, etc. tell them this is unacceptable for a laptop to be running this bad and lay all the issues you have on them. They will try some trivial driver installs and what not. Then offer to have a tech come out and replace the parts let them. Then if the problem is persisting (which it will) call them again this time showing outrage about it, and just ask for a supervisor tell them this is unacceptable that you shouldn't have these issues on a premium DELL system. They may offer a replacement or more repairs. if they offer repairs rinse and repeat. if they offer a replacement congrats. (if its a 1640 again) call back and stress you don't want this system due to it's history of failures. and tell them that its doing the same thing again. you should at this point be able to get a 1645/47 also [email protected] is a good point to hit after you have documented problems. You just have to document some issues Tenknics did this with out any repairs and just jumped to the email, but It wasn't so easy or others (myself included). Just do what I did and don't take No for an answer but dont be rude.

 

I'd second always use chat option. My account was put on hold because a Complete care exchange that I was told not to return (or puppy urinated on a laptop my daughter left on the floor). I disposed of the laptop and collections contacted me 4 months later look for the laptop return and put a hold on my account. Without the chat log were the rep told me specifically not to return the laptop, I would have been SOL.

 

i haven't been able to use chat though....i can't seem to get in because their records don't indicate that my product supports chat at this time. or some bull.

 

Try 1-800-624-9897 ext#7283898 and have them help you...

 

i've been back and forth with them on the phone for the past week. they're supposed to call within a certain timeframe that i agreed upon with them but always manage to call at times when i told them not to call and that i would be busy. and they haven't called twice when they were supposed to. im going to assume that this is typical for dell support?

i decided to send an email to [email protected] and im hoping to get a relpy from them soon before i try to call them backk

 

The number I just posted handles that email address fyi..

 

I emailed them yesterday around 5PM, a year ago i emailed around the same time and got a call the next day, still havent gotten that call....