Do you call em a defect?

Take a look at these pictures, i just inspected these after a month,















i spoke to the dell rep regarding this, n he told me to take pics n send em to him, so he will check if it comes under warranty. so i have just sent him now. need to wait for his reply.

do you ppl call em manufacturing defect? it looks bad when i see those.
do they replace those or fix em properly? does its covered under warranty?

does anyone have such defects with your xps m1530?

how an i proceed furthur?

need help regarding this, is it ok to keep em as it is?

 

Have you tried pressing in the right side and did it have any flex or movement in n out when you tried??? Looks like a manufacturing issue... Wait to hear what the Dell Tech Support says and do accordingly... Most likely they might fix it or replace it for sure... but remember, when getting a replacement, if they replace the whole system you might end up with a refurb!! But here I don't know if they would replace just the lid n screen!!!! Be patient..

 

hey fonduekid,

yes i have tired pressing it already, yes its flexible, n have movement. seems like its little bulge, you can view from jst siding ur screen,the left part seems like just gotten up as you can see the difference between right part n left part.

its better if they replace the lid, i dont want to go for refurb, it hurts,
what those quality control guys doin?

since its my first laptop purchase, ohh it takes lot of time to know bout these things, if the build quality is not good, it really hurts.

the tech support asked me that whether i dropped it, huh, i said i dint dropped, its a month old laptop, i told him that i noticed this yesterday.


what exactly you mean refurb? refurb is kinda used ones?

i feel better if they replace those parts/components. what can i do upto ma best inorder not to receive refurbed piece?

thx again

 

Check with them ask for a replacement for the lid. I don't know how it actually works in India, but try telling them you are not happy with the manufacturing quality and want a replacement for the lid with on-site service (have you paid for it?) Good luck.

 

Hello there.....i've the same defects like yours but mine is worse, the other defect that i've got is the screen and there are scratches on top of my laptop. what did i do....simple,i just give them a call and said that i'm really pissed off with my new laptop, does dell really give this kind of product to their customers,......next thing i know,they're replacing a new laptop for me with an upgrade on my processor from 2.0 to 2.5, from 2G ram to 3G ram, a 2G thumbdrive, and a bag from my laptop.

Exchange your laptop with a new one if you're not satisfied, there's nothing wrong by doing that,it wont involve u're warranty, u're warranty still can be use for other purpose in the future.....Hope that what I've experience here can help u with yours.....

 

but my laptop is a month old, im happy if they replace mine with new one or those components, here in india those tech support ppl doesnt know anything except just convincing the customer to keep the laptop as if theres nothing happen, i really hate tech support, once i planned to retun n refund, they went for refund processing, but finally i decided to keep, now i cant get refund, i will wait till morning, i guess he supposed to talk to me in morning,
will let you know guys wat they gonna do?


im really not satisfied with those ppl giving goodies just to make customers happy, here in india the tech support is pretty bad.

shd i ask em to just replace those components inorder to avoid the refurbed one? why the dell ppl replace new one with refurbed one? do they think we paid em less for such laptops?

will let you know guys regarding this issue, wat he gonna tell me in morning.

any advice regarding the refurbed one to go or not? or its better to get replace the lid?

i guess dell ppl never replace with new one, it will take many ppl to talk this n them to finall replace it or not?

 

Wow, you got an upgrade for minor defects, interesting. I'm quite positive that no XPS is perfect. There are times when the screen is poor, areas aren't fully smooth, etc. You just live with it and know that the machine is still amazing. As long as it still works, and beats a lot of the competition, don't worry about it. Cause if you want solid build quality, you might end up looking like a Lenovo ThinkPad.

 

i got that too sort of. More on the right side than on the left.

I couldn't care less.

LOL

 

hi fairtrade55

did they replace for you? what do they told you regarding those?
do they agree to replace or wat?

 

He's saying that he doesn't care about it so I don't think he bothered to call in about it. And honestly, if it works just love it.

 

i have the gap for the hinge in ur first pic..

personally, i'm not bothered by it... but for your other 'misalignments'.... maybe worth an excahnge

 

when you look into the gap, just it looks odd, whenever closin the lid, i have notified the tech support regardin this, have to wait for him, lets see whats he gonna say.

i wonder, if i keep usin the same, the hinge may gonna come out. its better to notify them n lets wait what he gonna say

 

Hi, my M1530 arrived on Aug 12, 2008, and the right and left gaps at the hinge are pretty even. The back of the lid also shows no difference between the left and right sides and no "rise" on the left side.

BUT, where the brushed aluminum meets the silver plastic at the top of the keyboard (i.e., where the black plastic strip with the media touch sensitive buttons are), the silver plastic on the right side is not flush with the aluminum (it rises a little as it gets closer to the keyboard). There's a guy on Youtube who mentions this with his M1530 as well.

 

Hi, are you sure you have scratches? Are you talkng about the black plastic strip with all the touch sensitive media buttons? If so, there might actually be a see-through protective plastic film that you can peel off (if you want to) or just keep it on to protect the black strip. Apparently, that clear film picks up tons of scratches. When my M1530 arrived, that part had a ton of scratches right out of the box. Before complaining to Dell, I did a search online and there are several sites that talk about the protective film. The ironic "catch" is that, in order to prove to yourself the film is actually there and the black plastic underneath is not in fact scratched, you'll have to peel it off. And if you peel it off, you won't be able to put it back on!

I've decided to trust what the people are saying online and assume it's there and just leave it there.

 

Hey Taurian. Sorry to hear you are having an issue. If I remember correctly, didn't Support send out a technician to your location to do some work on the laptop when you first purchased it? It looks like they may not have re-assembled it correctly.

Not sure if you want to attempt this but take a look at this illustration of the removing and replacing the HINGE COVER and CENTER CONTROL COVER processes as shown in the M1530 service manual HERE. Use it as a last resort if you don't make any progress with the support guy who requested photos...

 

hi
i just spoke with tech support, they said they are sending tech personnel to ma house, they just told they will replace those parts, i asked em whether i can go in for a new screen or any sorta of upgradation to max resolution but they said they cant upgrade or they dont do such things i mean tech support, they insisted me to talk with customer service division for any upgradation or replacement.
later on i spoke with customer service personnel they just said my laptop is around 30 days old, n they wont get me new replacement, as far they say i have to get it fixed.

but the every person in tech support or customer service division speak different, as far they say i need to purchase the screen as aditional purchase n it will don come under warranty, huh

also they say the parts have been dispatched n its on his way, n another rep says if its available in inventory i will get soon, if not rep will be in touch with me till this prob, gets fixed.

really do those ppl don know whats happenin inside the dell service center?

is there any way to get in new replacement, my laptop seems like poor in build quality, once i have planned to return but insisted to keep, now again those defects, hmm im really sad/

as i have seen many ppl here in most have got replacement for slightest defect, i like the customer service support in other countries, in india its really worst.

what i have to do now? do i get new replacement, since its 30 days old, now i cant go in for refund, since i cancelled my refund order once as i inisted to keep.

any help d be apperciated


thx

 

Taruian >> Wait for the tech onsite service and see if it fixes the issue... and after you mentioned that the tech guys said you wont be able to get a replacement but only a fix, what do you mean exactly with "what i have to do now? do i get new replacement, since its 30 days old, now i cant go in for refund, since i cancelled my refund order once as i inisted to keep."??

You have spoken with them and looks like they agreed to send a tech out for onsite service n support, if I understood correctly. So please be patient and see how it goes. Else call them again after that and tell them the problem persists even after the tech support and then take it from there... and I guess the tech onsite service n support must be able to fix the issue.. and probably they'll replace those specific parts alone. Good luck.

 

Taurian I know you feel frustrated over having to deal with a onsite technician not just once, but now a second time. As Fondue said, just be patient. Give them a chance to correct the issue. You did the right thing by contacting them with the alignment/gap issue. Now you need to give them a chance to make it right.

Lets see how it goes. You remember how you felt when that new m1530 showed up? Well, nothing has changed since then. Just give your local onsite techs a chance to correct it.

If you are still not satisfied, give support a call and be specific as to the nature of the problem. Dont expect a an upgrade at this point. You made the decision to stick with this one, now by all means enjoy it. Nothing is wrong that can be fixed.

Oh and just so you are aware, Dell's policy on replacement systems is that they will send you a REFURBISHED (meaning customer return) unit as a replacement. Unless of course they really botch it and send you one covered in duct tape and missing screws like they did with my first m1730 replacement. LOL - How I got a new one ordered from the factory.

 

i mean to say do i get replacement for those defect? will they replace my laptop with new one, why im askin this is, since its 30 days old.

 

It is typically accepted that if support fails to correct an issue with three attempts at repair, they will replace the unit. At least thats how it goes here in the USA.

 

Have you seen the previous post by batboy??? or have you been reading the posts around?? Dell' policy as such is that replacements are refurb systems... thats it.. unless as batboy said, they completely run out of refurbs or send one out with duct tape on it..

Also, you yourself said (and heard on the phone from tech support) that you won't get a replacement... and I guess you won't get a replacement for this either. All they would do is send the tech out, try to fix it and be patient in giving them a chance... And in all probability, if you have mentioned to them the exact nature of the problem and described it well, the tech would land in your place for onsite service n support with some parts for the lid or whatever.. See what happens and see how the tech goes about with his work and then check if the system is fixed. You won't get a replacement now.. all you got to do is be patient and let the tech do this work and then take it from there...

Edit: saw batboy' post just now.. yes, the policies might differ between different countries. Check out on the Dell india site regarding replacements or repair.. or call customer support and ask them for the details... I am saying this because I have seen for many things, even here in Italy the policies seem bit different from what I see to be happening in US or UK.. I am not saying their policies are better or the policy here is better.. depends on the place.. though the main definitions and regulations might be the same.

 

hi batboy,
what you mean dont expect upgrade regarding this? i dint get you.
you mean i should stick with the existing one. as far here most ppl have got upgraded when ever they have defect, or not satisfied, as the support at US is better than in india.

i have noticed this issue to customer service dept rep n his manger thru mail, im waiting for their reply, since they are not available on phone from couple of days, im really tried callin em again n agian n their phone go unanswered.

so i have sent them mail. so i need to wait. tomorrow they are sending tech person to ma house to fix the issues.

since its 30 days old, i feel bad build quality, that's it

 

So Taruian, what can you do about the fact that the support in US seems to be better than the one in India? You wanna try talking with customer service in US and try to get a replacement???

And the tech guy is coming to your house tomorrow, Right?? So wait for him and let him work on your laptop.. Since you decided to keep the laptop after the initial issues, now all that you got to do is be patient and see how the tech can do his job and if he is capable of fixing it. Be optimistic and hope for the best... Worse case, you can always call them again and say the issue was not fixed even after the tech support.. and do accordingly. And dont worry too much, in most cases, these tech' get the job done...

 

haha founduekid, i gonna wait till tomorrow, that d be funny callin US tech support n asking for replacement, lol wonder whether it works lol

i will wait for the guy n i will let him fix it, will let you know you guys regd this on tomorrow,

thx for all your help
have a nice day
bye

 

haha, ty batboy, i dint know that.

 

Wasn't these 'problems' noted when you first got it? Why wait after a month to complain? I would've sent the laptop back if these defects were bothersome within the return deadline.

 

Exactly!!!

But I think (I remember he had lots of threads before he got the laptop / after he got it) he didn't return it because of some 'issues' he was facing with the refund / replacement, if I remember right!!! Though I don't know clearly as to why he was not able to get a replacement or a refund... I think it was something about who will pay the shipment charges or how much can be refunded or whatever... anyways, guess he finally decided to keep it I guess.. and now these posts

 

kanehi, its my first laptop, i just came to know NBR after i ordered my laptop, since i was reading reviews on xps m1530, i dint know how to check all those stuffs when i get new laptop, n what i have to do wen i receive at first time, n what are the parts do i need to inspect, since its my new purchase, i need time to learn the stuffs,

now as a month joined here in since, n reading all your post, i came to know bout this, but im happy since i learned many stuffs from here, so hereafter i d not make any mistakes if i buy new lappy again.

i owned few desktop from past 7 years, i know the stuffs from desktop, but lappy is different from desktop.

thats hit, but im not worried, since i have an year warranty, but sumtimes it hurts coz when we are fooled around with the stuffs we dont know much bout?

 

you are right fonduekid, when i heard about that nvidia defect i planned to return, n get refund, but as they told me that i need to pay shipping charges, i was down again, so i planned to keep this laptop, since i have warranty against for anything happen.
right now my time is hard, i have no job yet, those money which i bought this laptop was a hard savings over 14 months,

sumtimes it hurts when you are paying so much n you are getting poor build quality, since i know how the manufacturing line works,

but when i heard they are goin to deduct some money, i insited to keep as long as i have warranty, n its pretty hard for me to invest again, to buy new one, till then i will be end up without any computer.

so i those stuffs are going on around, n i dint know much about laptops, coz what i believe is its better to get experienced by your own, reading reviews helps to that expectation who has shared bout pros n cons of the product he bought.

but individual opinion differs from product to product, n every ppl expect the best out for his money.


thats it m8, nothing much,
im happy with the performance of it.

have a nice day
thx

 

Well, to be frank, I think its our own responsibility to become aware of what we are gonna do or what we are going to get Of course, surprises are there, but this purchase was a planned thing, ain't it? and so, I don't think anyone (or Dell in particular) fooled you into anything, intentionally.. Manufacturing defects exist in every place, every consumer good, every electronic items and so on.. to err is human and thats why they have a customer service and tech support, even after all the QC that they speak off!!

Having said that, I really wish you get your laptop fixed as soon as possible and you start enjoying and learning, even more than now Good Luck.

And by the way, when the tech is there at your place, Make Sure he does everything possible to fix this issue, and also before he comes, go and check again the laptop completely and patiently for every part to see if its fine.. may be if there is some screw lose or some part having a minor wobble, you could ask the tech to do it while he is there tomorrow

And get him a nice drink while he is at work It helps to keep them happy, engage in some happy conversation and liven up the mood Good Luck again.

 

Hello there...the scratches are on my top of my xps,its not on the touch media buttons.....i've the tuxedo black for my xps,so basically i can see the scratches clearly....

 

Taurian, to answer your question -

As for the "replacement" or "return" you see people talking about here - it can happen for various reasons. the main reasons I know are:

1. Dell is out of stock on a warranty replacement part and does not have an ETA or the ETA is several weeks out. This happened to me - they wanted to replace a defective 7950 GTX card and were out of stock and ETA was 30 days.

2. A part has been replaced 3 times and the issue is still present. Support has to agree to this of course

3. A person returns their unit within 30 days (or 21 days in some parts of the USA) of purchase for a full refund or replacement.

So how did the Tech visit go? Everything ok now?

 

today tech rep called me n said, the instructions to change my mother board n other parts, they said parts need to ship from singapore, n they have no stocks of those parts, so i need to wait for over 2 weeks, they said it will be delayed due to some restrictions on importing those parts from singapore, they said we are sorry.


hmm, i wonder i never made complaint to replace my mother board, only those hinge n the back cover?

i called em again n told check my case num prop, huh, they said thats wat written in instruction, oh gosh.

then called tech ppl again n asked me what exactly they have logged on to my case num. this time the another tech rep told me only hinge n the plastic cover at the back need to be replaced which will be done in 4 working days,

so i need to wait for another 4 days to get it fixed.

 

So I'm not clear on this - they are going to replace the motherboard?? I thought you only had a hinge/alignment issue.

If you do in fact have an active case# for an issue that support has determined requires a motherboard replacement, then I would argue that 2 weeks for parts is not acceptable. You require the unit to be functional and as part of the service agreement (it does specify next day in your contract correct?) you require another option.

Now, if that motherboard replacement is a left over from one of your old case#s you first posted about when you first received your laptop - its probably not valid anymore.

Lets see what happens when they replace the hinge and align the display properly. I'm hoping this resolves your issue. hang in there!

 

How come two different people have two different entries listed on your case study??

Are you sure you aren't confusing them with too many issues at the same time? Or is it possible that you continued with a case you had before??

I would recommend you call them and confirm *clearly* about your issue and you also should be very clear when telling them what your problem is... I would recommend taking the names of the people you are talking with and probably ask for them again the next time when you are hearing different things. I do it here, and specifically ask for a guy who has been helping me ever since I got the laptop.

And I have no idea why they should be talking about your motherboard when all that you wanted was a hinge / lid fix!!!!!!!!

 

Check the metallic surface just above
track pad -- on mine (which was a replacement
for a defective 1330 after 5 weeks of pain) there
is a slight uneveness in the metal above the
track pad -- not visible unless you run your
finger over it...

 

i had only prob with that hinge and back cover, so its need to be replaced.

after talking with 3 tech reps finally he said, its only the hinge n the back cover, and not the motherboard, sorry for this confusion made by our tech rep,
n it will be fixed in around 3 working days.

there's no prob with motherboard, only the tech rep confused me that motherboard needs to be replaced. later on tech reps cleared about this issue. saying it was only hinge n back cover, not the mother board. n will be done in 3 days.

so i need tow wait for 3 days till i get it fixed, im sorry to quote that, coz tech rep confused me, after talking with different tech rep, they solved this issue, n they will be sending rep to ma house in 3 days to get it fixed.

thx guys

 

just now tech rep came in to fix, but he was not from dell tho, he was from wipro, but it doesnt matter.

dell sent me these 3 parts, lcd bezel, lcd top cover, and dash board.

finally he took 2 hours to remove n fit the new ones, but the way he handled my lappy was kinda annoying he said there was a bulge on the back cover n it needs to replaced.

as he fixed the lappy i did inspect again i did asked him there is still much gap on the right side more than it was earlier, then he said thats coz of there are 3 wires on the right side which is connected to onboard, so every laptop will have that gap, we cant do anything for that.

then finally accept his answer n he left. he was fixing like as he was in a hurry huh the way he handled my lappy was pretty hard way

the camera quality has dropped very much compared to the pictures taken in with the same resolution dont know why, the photos i took earlier with res having 3200x2400, now its pretty much low kinda blur, i tried to focus it by moving the lid to particular distance, nothing works

then he asked me to rate him with 7-9 on rating scale wen the dell sends me the performance of his work thru email. (kinda commanding)

then now i noticed the hinge cover on the leftside doesnt fit properly coz the locking system of that hinge cover is not in a proper way. hmm i need to call dell support again. now it have more gap on the right hand side. im not satisfied by his repair work, also he said we are replacing the dashboard(the one which have power n touch buttons) for free tho i have not mentioned no problem with it.

can anyone take me the pictures of the hinge what i have posted here in this thread, i just want to make sure does your M1530 fits just like mine or you ppl have gap on the right hand side.

what to do as of now, new problems caught me in? should i rate him, call tech again? help me again

 

First, the 'gaps' you are seeing, i have pretty much seen similar with every other XPS system.. though may be not as much on the right side. One thing for sure, call up Dell and say you were not happy with the repair, the problem persists and see what they do.. and demand in a firm but polite way, that you want a dell tech to drop by your place and take a look.

Can you take new pictures and post it here, so that the others can compare your initial pictures with the now replaced parts????

Also how much of a gap it is?? 4 or 5 mm' or more????

Can you close the lid completely, without any gaps? Is it even?

Does the lid shake / wobble when open?

 

MANY DAMAGES

thanks fonduekid, he has damaged several parts including one of the fins of the fan on the back side, now it blocks the air, im attaching the pictures, pl take a look. he did all those damages while replacing those parts, he was not a authorized service personnel from dell, dell hired him from wipro company coz of shortage of service rep thats what he told. i don know he handled my laptop, very badly, cam clarity gone, he pressed my screen with much pressure, he damaged many adjacent parts while removing a single screw, he was kinda chippin off every partwhile he was removin, n seems like in a hurry he did.

what to do now? who will be held responsible for all this damages? if service in india is so careless why d they sell their product in india, they say 24x7 support, if i call em over 6pm those answering machine plays recorded msg saying call back on next working hours, no support on sunday n saturday huh

very bad.

 

more pictures as i was able to attach only 6 at a time.
pl take a look here

 

I would send all these pictures before and after to DELL RIGHT NOW... and I think you should make it VERY CLEAR that you are VERY UNHAPPY and that you want to talk to a supervisor with a immediately tech visit to your place..

I mean... this su.c.ks big time!!! Tell them the WIPRO guy completely damaged your laptop. Do you have his name? and when you get the email survey, I would for sure give a very low score and demand to be put through to the highest possible authority...

Also if needed, if the tech support is not looking like taking you seriously, I would even think about telling them (considering its India) that you are probably going to send all this to the media right now, particularly the media in cities like Chennai / Bangalore, the IT hubs out there..

I mean ... I understand your position and I remember asking you to be patient... but now I think you have waited enough and I think its time for you to be really firm with them.. but send them the pictures first..

 

last snaps of my lappy after the rep fixed it,

they call it a service.

who should be held responsible?
i have to call dell again tomorrow.
what they gonna do now?

 

hi fonduekid, im unable to attach few more pics. totally i too 13 pics of those damaged areas, now my camera sucks with low clarity,

im sure will talk to dell service supervisor, lets see what he gonna say regarding this,

i have a mail who did assist me last time regarding this, should i mail him or shd i need to talk with another rep regarding this,

i wonder what the dell is goin to do now? he damaged many parts, in front of my eyes it did happen, oh gosh, the guy handled tat way.

it wont work taking this issue towards media. im losin patience, how d you expect your car new car to be serviced, what you d do if he make a many dents on your new car n say smilingly sir its done n fixed lol

need to wait til tomorrow, don know what they do for this, seems like they need to send many parts to replace the entire damage done, inclucing the camera.

what about camera, how to show its lost clarity, i have taken the pics earlier i mean b4 it was fixed n the pics with just now, its clarity lost, seems like he just touched the camera lens. ? how to tell them this issue?


im really feeling bad

you call this service, i will demand for an experienced service personnel.huh

 

Don't lose your mind and tell them very firmly that you NOW have to have everything replaced because this tech guy just messed it up completely.. send them pictures (including to the email you had from before).. but preferably call them and demand to be connected to the highest supervisor there... and while you are on the phone, get his email id, and fire off an email right away and ask him to check the pictures right while you are on the line...

 

i will send him the pics that just took now, let him ve a look, huh

 

I have had problems in the past with Dell laptop techs. Some of them are good... some, well - not so much. My old D800 had to be repaired several times... and by the time they were done with it, there were screws missing, broken pieces... etc. Unfortunately, they are all contracted techs... so you never know who you are going to get. I would imagine that sending it back to Dell yields better results... you just have to wait for it longer.

 

hi jwkramer61, what do you mean by sending it back?how can i send it back? im waitin to get in touch with the tech support, first i need to talk to em, i have sent mail already including the pics taken b4 n after repair, will call em later, coz it still 7.15am. need to wait till 9am, that time i guess they will be at office.

shd i notify this issue with customer service too, i mean to say both tech support n customer service? last time i did sent mail to the manager of the customer service he dint replied me, now will send again, don know wil he reply ma mail or he gonna ignore, coz last time he dint replied, this time i don know,

ny way will drop a mail to manager of customer support, will let you know bout this? how far it goes?

thx guys
bye

 

just because you have an "in-home", or "on-site" warranty doesn't mean you can't arrange to send the laptop directly to Dell for repair. In fact, they should send you a shipping container to send it back in. Call 1-800-www-dell and make arrangements to send the unit in for service. I usually use on-site services, but I did send one of my Dell's in for service about 4 years ago. They were pretty quick about getting it back to me, actually.

 

i dont think so, just now i have sent the mail to the tech support rep who issued me the case number for this prob. also i have sent mail to the customer service division includin the pics, bout what exactly the service rep did yesterday, don know will they get back to me i mean customer service div ppl.

will call dell by 9am, now still 7.45 am still, still need to wait,

huh if they take it back what i can do without my laptop, its fine if you say everything will get done in 4 days. i don know how far it goes.

bye