Problems? See this thread at archive.org.
Hi
I've had numerous problems with my m1330, which, while I have really enjoyed it when it worked, has had the mother board replaced, the CPU replaced twice, heat sink replaced twice, etc. etc.
My m1330's problem is, the processors (duo core) suddenly spike to 100% (viewing the widgets that show me how much the cores are working) and the computer creeps to a crawl... I can watch, as I open a window, the animation of the window sloooooooowly expanding. Type a sentence, and I can wait for the computer to catch up to me... as the letters slooooowly appear across my page!
anyways, Jan. 24th, I call Dell XPS for about the 30th time, and they agree to replace my m1330 with a Studio XPS 1340 with specs as good or better then what I've currently got!
Now, two weeks later, I call to see what's happening, and after a long conversation, I'm told that the XPS 1340 may no longer, um, be available, but don't worry..., we'll replace your m1330 with the computer that is going to replace the Studio XPS 1340!
Well, that's GREAT... but... does anyone know WHAT computer that may be?
Any idea of what Dell is releasing, to cover the 13" segment of the market?
If anyone knows anything, I"d really appreciate any info... I've been without a (properly) working computer for two weeks now, and it sounds like it may be a while longer!
Thanks for any info!
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Hey Shel,
I'm in the same situation. I too have a M1330 that has had several problems. The breaking point for me was when the video complete went around Jan 5th. It showed no signs of problems, one minute just fine the next no video, and it had only been 4 months since the last repair. I wanted a refund but after talking to several Dell reps was told I would only get $200 back from the $2,000+ I paid. I then accepted a replacement offer. However no one from Dell phoned me to let me know what I was getting or to get my input as to what I want, even though the tech assured me someone would phone.
They ended up shipping their cheapest Studio XPS 13 valued at $800. Last week I phoned back and complained, and I was approved for a new replacement for my replacement
. The escalations manager that is handling my case said to spec out a system up to my original cost. Like you, I too have noticed that Dell has pulled the XPS 13 from their US website but still available on the US business and Canadian websites. I'm currently waiting as well, I don't want to get the new replacement only to find out it's being discontinued and being replaced with a new model. Also, I'm currently using their first replacement unit, an Studio XPS 13 and I'm experiencing several problems such as the locking up and waking up from sleep mode while closed. So I'm not happy with this model as well.
I've posted this on Dell's forum
http://en.community.dell.com/forums/t/19320798.aspx
inquiring about the future of the Studio XPS 13 and it's possible replacement. Hopefully someone from Dell will respond to it soon. I had asked the manager handling my case but he was unable to give me any information.
Looking for information as well.
Thanks -
So I've heard back from Dell. They they say the the replacement of the Studio XPS 13 will be a Studio 14.
Studio and XPS are in two different classes? Here's the quote
I received an update already regarding the replacement of the 1340.
This will be replaced with a studio 14 system.
Please configure system under this link+
http://www2.dell.com/ca/en/home/Lap...fid=laptop-studio-1450&s=dhs&cs=cadhs1&~ck=mn
Email me the one that you configured so that I can review it.
Regards,
I don't know about you guys but that doesn't make me any happier. So either a new XPS 13" system is still months away or maybe since dell only has the XPS 16 in it's lineup that dell is slowly terminating the XPS laptop line?
To Shonak, I'm still curious how you got a full refund? Did you talk to a tech person or a escalations rep? I purchased my M1330 in Sep 2007, I don't think I have had quite as many problems but I have had many since I got it, about 4 motherboard replacements, the 3rd screen replacement finally seemed to work, however I was only able to test it for 4 months when the video completely went. I have asked for a refund many times. Before a replacement was even discussed I was told a refund was not possible so I started down the replacement road (that got completely mess up too). Then a week later a Tech manager said a refund was possible but it would only be about 50% of the 2,000+ I spent, but since it wasn't their department they weren't sure. Then after waiting to talk to a escalations manager was told that my refund would only be 10% on a 2 year old system. -
If Dell can't offer a replacement model that is identical to the original, I would press for a full refund. Is the AB in your address Alabama? If so, do you have a consumer affairs division in your attorney general's office. If so, you might give Dell one more chance to make it right and then contact the consumer affairs division to file a complaint. The discontinued unit is not your problem and the 14 studio is not a proper replacement for the XPS 13.
I have had this problem with other products. When my Citizen watch broke under warranty, the model had been discontinued. At first, Citizen tried to give me a model that I had no interest in. After filing a complaint and a single phone call with the mediator from the Attorney Generals Office, Citizen let me pick any watch I wanted out of its catalogue or offered me the purchase price, tax etc as a refund.
Good luck with this.
It looks like the xps 13 is not an option for me and I will be looking to order a new sony Z as soon as I can read a few reviews.
Bronsky
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By all means, try to solve your problems on the phone with company representatives. Keep calling and keep going up the ladder. If all else fails, file a complaint.
BBB compaints don't get a lot of attention from companies. If you have consumer affairs division or consumer advocate, file your complaint with them. In the states, the attorneys general offices have a consumer affairs division. If that doesn't work, try a small claims court complaint under your local consumer laws, which sometimes permit treble damages. You can easilty repesent yourself and before the hearing, there is usually mediation. Purchase price x 3 might get someone's attention. At lease Dell will have to send a representative or lawyer to the hearing or you will be given a default judgment. Take the judgment and buy the XPS 16 you asked for in the first place.
Bronsky
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With all due respect, at least when it comes to small claims courts here in the US, you are giving some pretty bad advice. It costs $15-$25 to file a complaint. The Court serves the Complaint by Certified mail on the Company, the plaintiff doesn't have to do anything. Trial is scheduled within a month or two and 9 out of 10 times the company doesn't show up becuase it is not econimically feasable to defend these small claims. Default judgment is entered if the company is a no show. Maybe Canada is different but i doubt it.
If the company does show up, if it is represented by an attorney, the company has to pay him or her $250 per hour to address this $1,000 dollar issue. Typically, all cases are called on the docket, sent to mediation, discussed during a settlement conference with the judge if mediation is unsuccessful and then, after all other business is conducted, are trials started. Trials are to the bench, not juries, in such small matters and my experience is that judges are consumer friendly, especially with companies who have taken a hard line with a consumer. Companies rarely walk out of small claims court a winner and they are well aware of that.
Typically, the first thing that happens is the matter is put into the hands of a mediator who just wants to keep the case from going to trial so pressure is put on the company to setle and give the claimant what he or she wants.
If it is tried, a company who tries to pro-rate a defect almost always looses so, even in a 2 years old system, the odds are, if the judge believes that it is defective, the complaintant will get all of his or her money back and, if the Judge finds that was a failure to process a refund in a timely manner or provide a proper replacement system, the judge will award 3 times the purcahse price. Where the system is new and there is no identical replacement, the issue is even worse for the company. I can also tell you that offering a lesser product in my state is per se a violation of our Consumer Fraud Act. It may also violate the Uniform Commercial Code (the perfect tender rule). A company can not keep a system "until the cows come home". If a defect interfers with your use and the company fails to reasonably repair or replace it under warranty, they are in breach of your purchase agreement and probably the warranty of fitness. In addition to express warranties, most states also have implied warranties which occur by operation of law.
When you say that small claims court will likely not accept your case in the long run, I think you are not speaking from experience and I think you are wrong. Small claims court is a consumer court. The process is so easy and consumer friendly, I am amazed that more people do not use it to resolve their differences with companies who are not negotiating in good faith. Moreover, when you are in small claims court, you are not dealing with some faceless representative in Jakarda. You are dealing with a company representative who wants to get the process over and get back to work. Every minute the company is forced to deal with your issue, it is loosing money. The consumer has an enormous amount of negotiating power in the process. I have recommended it to lots of people and virtially everyone has thanked me for the recommendation.
That being said, it is also inconvenient for the consumer. That's why I always recommend exhausting negotiations first and doing it in a civil and friendly manner. But, if you don't get fair treatment, I would not hesitate to enforce my rights.
Bronsky
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Perhaps this letter I am drafting detailing my recent experience (which I am sending to Dell Corporate) may give you some help as to how approach your replacement.
Best,
Greg
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Dear sir or madam,
I am writing this letter to describe a support experience that I had with Dell. I apologize for the length, but I believe it is necessary to understand the full context surrounding this situation.
Background: I purchased a top-of-the line m1330 in February of 2008 with the Dell 3 year Complete Care coverage. It looked to be a great piece of equipment small enough to take wherever I wanted, but powerful enough to get through some pretty intense data modeling.
Repair: 3 months into having the machine, the keyboard stopped responding. No big deal, tech came out to fix it, all was better.
Major Repair and Replacement: In December of 2009, my screen would occasionally get lines in it when I touched it. I called into support, and a tech was dispatched with a new motherboard and screen. In the process of installing the components, the power supply was shorted out and supposedly fried the motherboard and other components. Regardless of what happened, the machine was as good as dead at this point (at least I could use it when attached to a monitor in its old state). I called Dell, who informed me that it would have to be sent to the depot for repair, which could take up to three weeks. Long story short, this was unacceptable, and they agreed to expedite me a new m1330 in a weeks time, which they did. Note that this process took over 5 calls to Dell customer service to complete.
Second Major Repair, Day 1 (Wednesday): Fast forward to February of this year. I was having another screen-related issue the webcam would become disconnected with the slightest touch/bump of the bezel. Called into customer service again, and they agreed (very rapidly, to their credit) to replace the screen, lid assembly, and motherboard. I was curious as to why they wanted to replace the motherboard for what seemed to be an issue isolated to the screen area, but was not one to argue.
Day 2 (Thursday): The technician came out a day later and spent upwards of two hours replacing the components. When he left, all seemed to be working well again by both his and my account. This was the case, until I picked up the machine off of my desk and it immediately shut off. I thought the battery may have not been inserted correctly, but a cleaning of the contacts and re-seating did not help. Additionally, the screen now would occasionally go into a blocky, garbled mess. Essentially, it was once again far worse after the technician left than before they came.
At this point, I was very upset. I called into support again and informed them of the issue, and they offered to send a tech out again in 2 days. I told them that there seemed to be some serious issues with the machine itself and would like to have the entire system replaced with a newer model. They informed me that the shutting off after I picked up my computer was not the same issue as the webcam, and therefore didnt count toward the requisite number of unresolved issues that are required to authorized a replacement. To me, there was one issue that kept reoccurring with this machine IT DIDNT WORK. I was escalated through 3 supervisory levels, and eventually a system replacement was authorized. They told me that it would be a similar model with higher specifications, and that it would take 7-21 days to get an order number. I informed the representative that time was unacceptable, since if I called in to order a new system Id assuredly get an order number immediately. She recommended that I check back in a week I politely accepted this, knowing I would call back the next day anyway.
Thankfully, I did
Day 3 (Friday): I called in to the Dell customer service line again (which they call The XPS Experience if this is the experience, they can have it), and after 4 transfers across what seemed like multiple continents, I was told that the order had not yet been made and that I would need to check back in a week. Out of curiosity, I wondered if I could see if any orders had been placed by searching using my customer number. Lo and behold, there WAS an order that the representatives supposedly could not find. It was for an Alienware m15x. Now, lets visually compare these two laptops:
Naturally, this was not an acceptable replacement. I called back in (we are on the 7th call at this point, I believe), and explained this to the representative. He actually asked me Why would you not want the Alienware? I encouraged him to pull both models up on the Dell website, and maybe he could tell me. 50 minutes later, I was put on hold for 30 minutes, and eventually was informed that a dispatch to cancel the m15x would be created and dispatch me a Dell Adamo 13 Desire instead. I finally thought I had an acceptable exchange. I was informed again that it would take 7 days for an order number, which I now did not believe (with good reason). Therefore, I called in that evening again to check to see the status of the dispatch, and was told that it had not yet been processed but that the order should be in by Monday. The order number would take 7 days (again).
Now lets take a step back for a minute every time a rep told me to wait 7 days for an order number (assuredly to reduce call volume), if I had actually done that I would have either received an unacceptable replacement or no replacement at all.
Day 4 (Monday): I checked online through my customer account in the late morning, and saw that the m15x order was still present. I called back in to customer service (its now in speed dial in my phone), and asked them why it had not yet been cancelled and another order placed. I was told after another 20 minute hold that the dispatch actually hadnt been created, and that another one would be created. 7 days for an order number again.
I thought that this approach of calling customer service was not working well given the track record, so decided to take an alternate approach the online support chat. I explained my situation to a very friendly representative (Raja). He looked into the situation, and said he would contact his supervisor. Minutes later, I received a call back from Rajas supervisor, Vivek. Vivek was very helpful and said he would personally track the issue down and get back to me. He created yet another dispatch, and said he would call me back when it was processed.
About 30 minutes later, I had a call back from Vivek. He told me that the dispatch team viewed the Adamo replacement as a netbook, not a notebook, and therefore could not offer me that as a replacement since it is lower in specification (I believe this should have read more expensive). He offered an m11x. Lets go back to our exhibit:
I told Vivek that this was again, unacceptable, and that I had already been told by three representatives now that I would receive an Adamo as a replacement. He told me that he would have to transfer this to an escalation specialist and they would call me back in 24-48 hours. Explaining that I have already been through 5 days without a fully functional computer, I told him that another 2 days of lag time would not be appropriate. He then agreed to call the specialist while I stayed on hold, and amazingly the Adamo was approved (for the 3rd time). 7 days for an order number.
Day 5 (Tuesday): Check the Dell website in the morning, and was shocked to find that the Alienware had actually been cancelled and the Adamo 13 order had been created, and expedited (thanks Raja and Vivek!). Now begins the wait for shipment, but at least were at a resolution point. (Well, except that I was told I would have to call back when I received my new laptop to have the DVD drive sent out and the warranty transferred to the new machine).
What I take away from this experience: I bought a top of the line Dell with the best coverage for a reason I depend on my computer and need a reasonably high level of reliability. I buy the support so I dont have to bicker with agents over small issues and that problems are resolved swiftly. I received neither of these with my purchase from Dell. Instead, I was faced with two unreliable machines, and a constant runaround from the support staff. This process was time consuming, frustrating, and frankly disappointing. I have worked in high-tech and in strategy consulting for a number of years and am looked on as a resource for making IT buying decisions from my friends. This experience makes it difficult to recommend Dell to anyone, which is unfortunate I really do think the company produces some great products at reasonable prices. I also feel bad for those customer who trust your support processes I would probably have no laptop or an unacceptable replacement at this time.
If there was any bright spot in this experience that deserves commendation, it is Dells chat support reps, particularly Raja Sekhar (ID: 206073) and Vivek (I do not have his ID number). They were helpful, polite, proactive in calling back and keeping me informed, and most importantly were the only group who could achieve resolution.
What I would recommend to others going through this process:
- Be polite but firm. I began each of my conversations with reps with I realize this isnt your fault, but I hope you can be part of the resolution, which I believe to be true.
- Be relentless. Dont take no for an answer, and NEVER let anyone talk you into waiting a few days for the process to take its course. From my experience, it does not work.
- NEVER wait longer than a day between calls. In all likelihood, the process isnt moving, or is moving in the wrong direction.
- Take the chat route first. It seems that the support chat is the most effective way to get issues resolved.
I hope that you can give me a reason to buy another Dell and recommend your computers to my friends and colleagues, because at the moment I am at a loss. I appreciate your time and consideration. -
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Dell to replace my m1330 with ?????????
Discussion in 'Dell XPS and Studio XPS' started by Shel, Feb 9, 2010.
