Dell Tech Support Experience

This is a long story of various experiences ive had with dell tech support and dell technicians.

It all started when i was 3 years old, my mommy was out for dinner and i.... oh wait... wrong story lol.
okay so when i bought this xps m1530 i knew about all the GPU issues and i was OK with that, becasue the m1530 is an amazing machine, but some months ago it started giving me green screens and high temperatures, so i figured i should talk to dell about it, and this is what happened:

1- i call dell, the guy who answers tells me to open up the program so he can control my computer, and he tells me to open the game that gives me green screens, it runs for 10 minutes, then he closes it and only then he opens HWMonitor, and tells me the system has perfect temperatures and there is no need to be worried * take note that HWMonitor wasnt open while the game was running, so the temps he saw were my idle temps!*

2- i call them again because the same problem was annoying me now, this time the guy makes a short test and agrees to send a new motherboard and heatsink * this leaves me thinking, i should have hung up on the other guy*

3- they replace my motherboard with an OLD REFURB one witch still had dirt and thermal paste remains from its last user * sigh* and to add up, when i install the driver it shows as a 8400gs instead of 8600gt.... OMG!!! WHYYYY!!!??? common dell, this is low, even for you!

4- i call them again, and they run the long test this time * i dont know why...* and they agree to replace my motherboard again, and also my DVD drive witch refused to burn DVD's.

5- tech comes, replaces my mobo, but wait, the cpu has its original thermal paste.... but the GPU is new.... and the heatsink's thermal paste was gone with the last GPU, and i just saw the tech screwing in my heatsink to the new motherboard, only one problem, NO THERMAL PASTE ON ME GPU!!! so i have to convince the tech that no thermal paste = no good. long story short, he puts in some thermal paste, puts in the heatsink ,turns the computer on, it boots! yay!

6- the next day my computer shuts down on its own, i wonder why? so i open up remove the poorly applied paste and add AS5 to the equation, and i get nice cool temps of about 79C * everything is ok now, right?*

7- Wrong! doing some stress tests i find out that my temperatures are slowly rising until my cpu reaches 93C and my GPU 88C ( thanks to the AS5 lol, because the CPU had its original dell paste)

8- i call dell again, they say they are gonna "elevate" my case to a higher level, because this problem has not been solved... when i talk with the supervisor he says " a highly trained tech will come to troubleshoot, and he will bring a motherboard, a heatsink, a cpu, and a rubber duck, just in case.

9- the tech comes, takes out my heatsink, sees the AS5 and says "ah, therse your problem, no thermal paste left!!!, lets add some more!" so he takes out a new heatsink, and puts in a sheet of paste on both cpu and GPU, and heatsink, and on top of that he takes out a syringe and applies TONS of thermal paste, screws in the heatsink, and gives me my computer, and i boot it up, and after only 5 minutes of opening a game, my gpu reaches 85C ** and the dell tech says "thats a normal temperature, and even your CPU, when it was operating at 93C, it was operating at a normal temperature, since it will always run hotter than the GPU"

10- WHAT?!! the CPU is "supposed" to run at 93C? ... okay this is weird....

and when the dell tech left, i opened up my heatsink and a lot of thermal paste had spilled over to the motherboard, geez, i had to clean that guy's mess...

so my experience with dell has been overall bad, although the green screen problem was fixed... but now i face the same temperatures as before... * sigh *

 

Koer...Oish..I was *pained* reading all that..I feel for you.

That's not a good thing. And, your problem should have been corrected by now.

Have you thought of completing a Unresolved Tech Issues Form? And, see if that gets you anywhere? It very well could!

Here is the linky:

https://support.dell.com/support/to...outstanding_issues_tech?c=us&cs=04&l=en&s=bsd


Cin

 

Hey Cin!
Nice seeing you around!

the only problem is that im in Mexico, so i dont know if that link can help me, but i will surely look into it!

Thanks!

 

Always good to see you around, also!

Aaah, I see! Well, Just try it and see what happens..and well..you just never know until you try, I say!!

Good luck!

Cin

 

i have had the best customer support with dell.
called them.
-easily got them to replace mobo (overheating)
-later on i got them to replace a palm rest (getting corroded from sweat), dvd drive (did not like my el-cheapo dvds i bought from fry's) when i called in to get the speakers replaced since one of them was busted
-and then later on, (after dropping my backpack with computer in it and breaking the screen bezel and half of the hinge) they replaced my bezel the touch buttons and grainy samsung screen, with a different brand a LED backlit screen for free
-my hard disk just crashed a couple days ago... giving me reading errors, probably from keeping my lappy in a backpack and not being careful where i throw my backpack... got a brand new hdd yesterday in the mail
-any time i had an issue, the next day, or two days later it was fixed and they were always nice on the phone. they were always courteous and offered to fix other issues if i had any. always wanted to do more

-get them to send a different tech to your house... if the one you got, seems like he does not do a good job, next time you call, you can ask for a different tech and state that the previous one did not do a good job. will not get the same one again

 

Same with me. My hd failed and next day i have a new hd at my door. They overnighted it to me

 

I had to file with BBB and Attorney General to get my computer fixed.

Sean