Dell refused to replace my m1530, help me!

I phoned Dell they said the only thing they could do is replace the motherboard and I got really pissed off and insisted for an hour and didn't help. I need you guys to tell me how to do it on chat because ive had 2 replacements and it still gets very hot, getting low framerates in counterstrike and team fortress and im running out of patience. pleace help.

 

you can tell dell that the computer is super hot that it actually gives you burns on your legs, and that is unacceptable for a laptop.

or, you can do what I did...try to see if the power adapter makes a buzzing noise by putting it up to your ear. If you do hear one, tell them right away. The buzzing noises of the power adapter never go away, even after replacements. I'm not sure, but that's what happened to my xps m1330. The power adapter had slight buzzing noises which isn't normal. My xps m1330 was functioning normally even with the buzzing noises, even though sometimes I get throttling issues.

You can also tell them that you paid a lot of money for the laptop, being that it is an xps system, and that this is unacceptable for a high end laptop to cause burns and has bad performance issues. Also, mention that you already had the motherboard replaced two times, and that it did not fix your issue. The key point is to be persistent. Never accept what they say and stand your ground.

 

when was the last time you had your mobo replaced? Before i got my replacement i was told by a rep that it has to have been within 1 month in order to qualify for a replacement.

 

It was replaced last year and yesterday and the problems persist. Fans are running and are not blocked by dust or anything. This Laptop sucks alot.

 

Im also from Puerto Rico, is it going to work over here getting my laptop replaced for another model? Anyways im going to keep trying.

 

XxCGSxX,

It's time to email the boss. [email protected]. Of course, the boss will not get this directly, but the consumer resolution people do.

Politely explain your situation, and ask for help.

I would expect a call within 24 hours.

They are very good at what they do. They have a lot of authority, and will take care of you.

Let us know how it turns out.

 

Wow latin america and Caribbean support sucks. They said they can only replace with parts and that if it doesn't help the tech man is going to call them. HOW the hell are they going to know my laptop overheats is the tech man going to watch me 24 hours after they replace the MoBo. Jesus Christ 1,000+ wasted I already emailed the man danp provided me. I hope they help me. Im so sad right now since I use this for college it's a requirement for the class im taking and last week I was doing a 50+ page document when the video Died on me but the laptop you could here it running. Im tired of this, I would like to take a sledge hammer and strike it full foce.

 

XXcgs

Okay dude, here's the deal. first thing - you are owed something. dont lose site of that. its ridiculous the amount of hoops they are trying to get you through. You have a high end laptop that doesnt perform as such therefore, they owe you up to your expectations. This is not unreasonable. This is your position, and feel confident in it

secondly: do NOT lose your cool. Dont yell, dont stammer. dont show weakness. simply state your case, when they tell you they wont do what youve requested simply ask if they are sure, if they say yes, tell them you would like to speak to the manager

when you get the manager, take down his extension # so you can bug him as you wish in the coming weeks. Again, very calmly and politely explain "I paid for X, i was given Y, I wish to have X or a reasonable facsimile of X." do not accept anything different.If the manager tells you that they wont do anything, calmly remind him of the situation and tell him you wont accept anything but satisfaction. if he refuses, talk to his manager (theres ALWAYS someone higher up...)

if it comes to it, calmly remind whichever manager you are speaking with that word spreads quickly. be careful not to threaten him, but tell him that you will be starting a thread on a popular website outlining your troubles NOT because you wanna whine and complain more, but because you are honestly not sure of what else you can do and need help, since Dell wont help you - tell him that you will relate the names and extension numbers of everyone who didnt help you along the way. Again, dont be threatening with this. just explain that since you havent been able to solve your problem with dell, you will be turning to the online community.

that should do it. To summarize:
1) STAY CALM!
the sales and service guys understand that if you are mad and yelling that you are emotionaly involved in the situation and not thinking clearly. You are more likely to take an offer without thinking about it, or to just give up and fume for a couple of days. If you stay calm and assertive and consistent, they will know that they have to deal with you, or else you will deal with the problem yourself. Plus, its human nature to be defensive and unhelpful when someone is agressive and angry

2) there is ALWAYS a higher-up. if you come to a dead end - say a manager named bob wont forward you to his boss, then hang up and phone back and ask whoever answers the call for "bobs manager". We all answer to someone, dell employees are no different.

3) write down the extensions and names of the people you deal with. if someone makes you an offer, write it down - who said it, when and for what... know what you are talking about, come armed with info rather than just mad

 

wait,wait,wait.

You will receive a phone call, I promise you.

You will NOT need to ask for a manager, because you will be at the top.

They will take care of you.

I've seen them call and work with people in Sweden, the Caribbean shouldn't be that difficult.

If you've sent your email, give it a little time.

 

Yeah, sorry. Let the email pan out first for sure. Missed that par, sorry

 

I currently don't have a phone since I ran out of minutes. I told them in the email to respond me back via email. Do they also work like that?

 

I don't wish to hijack your thread, but I'm also having problems with getting my laptop replaced and I've drafted a letter which I've attached to this post.

I would really appreciate feedback before I send it to Dell

 

Well I haven't received a reply by them yet. I hope I get one.

 

Sorry about the telephone.

I'm sure that they will communicate via email, but voice is their preferred means of communication. Maybe you could come up with an alternate number?

Robot, your letter looks great.

Good luck to the both of you; let us know how things turn out.

 

You can try filing a complaint with the Better Business Bureau in Austin, TX. I cannot say if it will work for you, but it worked for me a couple of years ago.

I filed the complaint and had a phone call from the Dell complaint resolution person within 24 hours. All he asked was what I wanted to do and then resolved it.

 

I think that they're both from the UK, so it will be Trading Standards or Consumer Direct for us

Adam

 

Great letter by the way, should get you somewhere at least.

Adam

 

Email has been sent, only to realise that I forgot to change the date, so it's dated the 6th and I mentioned that 'today is the 10th' in the letter.

Anyway, I hope I get a prompt response.

 

The XPS line has a separate support number. I would recommend going online and contact them. Make sure you have your tag number for reference. You have to sweet talk them a little.. praise the laptop then subtly mention the problems you're getting and what advise they recommend. And I close with 'Thank you for your time'. Sometimes demanding for a new computer tech support will turn deaf ear!

 

Thanks for posting the email

I sent it off last night and they contacted me this morning, but I was out, so unable to talk. They're calling me back this afternoon, wish me luck!

Edit

Unbelievable result!! They read my letter before they called and straight away offered me a choice of 2 replacement laptops - http://forum.notebookreview.com/dell-xps-studio-xps/490923-xps-studio-1640-alienware-m15x.html

Thanks for everyone's help

Good luck OP, I hope you get the same result

 

WOW......I haven't received ANYTHING back. Told them they could call me aftter 8pm eastern because I could borrow a phone then, if not to please reply me back by email. This Sucks.

 

Have you tried this?
Dell Unresolved Issues

that usually works.

What kind of warranty do you have BTW?

 

Well I have a year left because of the NVIDIA problem but this laptop has gave me problem for the last 2 years and haven't gotten anything but part replacements which doesn't resolve the heating issue and the video card dying on me.