How to get your dead XPS M1210 fixed!

FYI, this is not spam (I hope) but I got a letter saying to go here:

The NVIDIA GPU Litigation - Affected Models

The M1210 is among the problem models. There are other models too but I am going to apply for my 3 M1210's.

 

So after becoming a bit more educated on the approach with the service tech. (thanks to this forum), the box is on its way. I referenced the DPS number noted in an earlier comment and said I had the same problem. He said "but if it's the monitor, you'll have to pay for it". Of course I was fine with that as I knew what the real issue was. Then he realized my warranty ended a year and two mornths ago. He said they even extended it a year because of the problem, so too bad we can't fix it. I argued back that I was sorry my Nvidia device wasn't aware of the extension and decided to fail this week, instead of a few weeks ago when it would of been under warranty - -he did not laugh. I asked to speak to a supv. and he put me on hold only to reply "my supv. will tell you the same thing". We went round and round a bit more, me sticking to the "you know you have defective product" line. I demanded to speak to the supv. again and he put me on hold again. Upon return he said he would take my number and have a supv. call me back within the hour. 45 minutes later I had a return call and the supv. stated this was a known problem and he would make a one time exception....woohoo...box is on the way.

Thanks to this forum I hung in their and after investing 20 minutes of time, situation is handled....best of luck!

 

Just joined after I found this site. I have just encountered the Dell wall of garbage. The GPU went out of my Daughters XPS 1210. She bought it in 2006 then got deployed in 2007 and stored it til she got back in 2009. She used it for a while and got the Dell death throws. She then sent it to me and I determined that it was the GPU, did some research and found this forum as well as many others with the same problem. After explaining all this to Dell and hoping they would just do the repair, they will not yet let me talk to a supervisor and refuse to repair the XPS. (Big surprise)

I usually wouldn't mind if this was an electronic fault that was not created by a design failure, but since it is a design thing, I would have thought Dell would honor the repair in any case. I guess I'm wrong.

I will try again after the weekend, but, once again, Dell has proven to be less the choice. I had to deal with their computers when I was the tech rep for NMCI in the Marine Corps and was less than satisfied. I think I'll forward my experiences to the reps at NMCI. Maybe that will make a difference in the Dell government buying process.

Hopefully persistence will pay off in the future.

 

Geek squad told me that my video card failed. My warrantee ran out June '10. I've already called Dell and given them my tag number. Can I try this "my friend Peter" thing? Do you call regular dell, not "out of warrantee"?

 

My GPU failed also, over a year out of warranty. I want to thank everyone who contributed in this forum. The information helped a great deal with my case. After three one-hour long phone calls over three weeks, speaking to support techs and supervisors, I prevailed. In the end they actually sent a contractor to come and replace the MOBO at my home.
Thanks again, so much, to all forum contributors. My lappy, which has never had even the slightest problem up until this GPU issue, is happily working again (at least for another 3 years ).
As for my contribution, here is my working case number (Canadian):

Mark - #822350537

Keep at them, you'll get it done.
cheers,
Mark

 

I too have tried, but to no avail. Dell Customer Support keep asking me for an account number, but I have no clue what this is. Any help here? I did buy this laptop used about 2 years ago so I don't have any original information for it. Would this little snag prevent my case from getting fixed. Any help is appreciated.

 

I'm having mine fixed for free, and it's over a year out of warranty.

Case Number (Australia): 4214833
Name: Narayanan

(Thanks to Duncan Bayne, who had some Aussie case numbers listed on his blog).

 

I called, told them that even though my warrantee was up, there's a problem with these motherboards and Dell has been replacing them. They're extending my warrantee just on the motherboard for 1 year and sending me a box to ship it back and get motherboard replaced.

Not difficult at all.

Thanks everyone on this board!

 

Folks,
I just got off the phone with Dell. My XPS M1210, which I bought in 2006, has the same black screen problem as the rest of you and has been out of warrente since over a year. After about 90 minutes on the phone with several people in several departments, three of whom asked that I pay the 55.00 troubleshooting fee (I didnt do it), the guy at the XPS Tech service Dept (1-800-822-9865) admitted that the problem was the GPU and that there is an impending settlement with NVIDIA regarding this problem (just google Nvidia settlement). They will fix it for free!
my case number 828 244 333 (California)
thanks to this forum for giving spot on advice--its the only place that I got this information!

 

Hello,

This is my first post in this community. I used M1210 which was purchased in other country which was given to me by one of relative. According to the record it was purchased on 2006, yet I started using it on 2008.

The laptop current problem is intermittent blank screen during POST. And sometimes some graphical distortion. On final week of December it shows a blue screen error. I've done some research and found out that it seems the graphic card is problematic. To make things worse the warranty just expired on 21 October 2009 and the laptop just got it mainboard replaced on 12 February 2009 due wifi switch & media button problem.

After reading the article about GPU bug, I tried to check using the method described on Portable LED Diagnostic Code Information - Technical Assistance Bulletin (TAB) - 131642 | Dell and got 2 blinking LEDs.

I called Dell technical support here explaining problem on my laptop. Unfortunately they keep refusing to take a look due warranty already expired and keep telling me to send it to distributor. The customer service who answered my call tried to dodge in several ways even when I asked nicely to talk with the supervisor. She finally put me on with a supervisor from other section (that what she claims yet before that she claims none supervisor was in since it's still holiday) To make it worse they said if the problem is on GPU side which need to replace the mainboard I will be charged of for the replacement parts - and BTW they still cornering me about my expired warranty. I tried to explain about the article and they keep dodging the topic, yet when I reconfirm about the portable POST diagnostic result they admit that GPU have problem. But still they just keep telling me to extend warranty and even told me to send the laptop back to the place it was bought. Also got an argument with supervisor regarding the heating problem where he mention about changing the cooling part of the GPU, which I believe will void any warranty (the laptop is still on warranty till October 2009 ) In short they just keep me running in circle , the supervisor only talks about company procedures and more procedures plus regulations.

I understand that Dell provide warranty extension for the system due GPU problem but the extension was calculated on the day the system was bought. Alas this board was installed for replacement of previous board. It is very painful to have this kind of experience where your system got replaced with one that cause problem after the warranty ends.

In addition I tried to turn the system on again to back up some files, now there's new problem showing up telling me the plugged in power adaptor was not Dell original and the system will be slowed and battery will not charge. I've tried to plug out the adaptor to test, and reconnect the adaptor. Alas system report that battery is not charging.

Before changing the board I hardly got any problem, yes this replacement board seems giving more more problems; not to mention the dodgy tech support who just repeating "extend the warranty"

I've been reading thru the articles regarding the NVIDIA Settlement on Lionel blog ( NVIDIA GPU Update: NVIDIA Class Action Settlement and Limited Warranty Enhancement - Direct2Dell - Direct2Dell - Dell Community ) and found some interesting part : The maximum combined period for the initial warranty and the limited-warranty enhancement is 60 months. Systems purchased with 60-month warranties will not be extended. Customers whose warranties have expired will be eligible for this limited warranty enhancement from the date the initial warranty expired."


According from that part, the maximum extended warranty is 60 months. Yet why did the customer service just put keep steering me around and around about expired warranty and extend warranty even though I have explained about the problem?

 

Hi Metalheadkicks.
Did you ever get any joy with getting your XPSM1210 fixed through Dell here in the UK??? We were donated one to our project and within the first month we have the same black screen it seems as everyone else on this forum...really frustrating as we were hoping to use it as a teaching aid, and have zero budget as it is for any IT repairs...especially as technically second-hand, budget wise...just wondering really if it is worth it...Any advise would be greatly appreciated, Thanks
Docjab1

 

Those in the US check this The NVIDIA GPU Litigation - Home Page

And NVIDIA's faulty laptop GPU settlement starts paying out, file your repair and reimbursement claims now -- Engadget

 

My shipping box is on the way!

Thanks so much to everyone who posted their information on this site. I was not very happy when my screen went black earlier today. I did a little research and realized it was the GPU and that the motherboard had to be replaced. After looking at the cost, I decided that I'd probably be better of buying a new laptop. Thank God best buy has crappy service otherwise I probably would've purchased one when I was there today. Once I got home I decided to look on the internet a little more about the issue and stumbled upon this site. After reading ALL the post, I gave dell a call. I spoke with someone in XPS tech support and she took care of everything without ever having to tranfer me which is rare for dell lol. I told her that the laptop cuts on but the screen stays black and that even when I plugged in an external display that it transfers the black screen. I also informed her that dell is currently in litigation with NIVIDIA. My warranty expired June 2010 but they are still going to replace it AND I didn't have to provide a case number or ask for a supervisor. Janet was by far the best dell rep I've ever dealt with....This forum is a lifesaver!!! BTW my case (or service request) number is 830016320 if anyone needs it.

 

Thank you, internet, and the guys in this forum!

Me: from California bay area, XPS 1210, 5 months out of original warranty

My problem: The screen would turn black in 3 out of 4 start-ups (either from hibernation, sleep or a normal shut-down), and I would have to turn it off and back on until it would work.

Actions: Called Dell. In the first call the (nice) guy told me immediately that the problem was the video card. Said there was nothing I can do except mother-board replacement ($599), and also suggested that I clean the dust off the fan and battery areas, and flush the BIOS.

The second call was after reading this thread. Armed with the case numbers (only those starting with 8 work here) and the knowledge about the extended warranty I spoke yet again with a nice representative. She quickly attributed the problem to the video card (without doing any diagnostics), told me my case was under the extended warranty (I didn't need to bring it up), and that it is a "one time thing" (it just happens a lot). They are sending me a box so I could ship the laptop to them. The only down side is that it will take 7-10 business day before I get it back. Whole thing took 15 minutes on the phone.

Conclusion: If at first you don't get what you need, call them back up and try again, try again. 1-800-232-8544 (XPS department).

 

Today, my laptop got the black screen of death. Unfortunately, my warranty expired back in 2008 and the claim deadline through nvidiasettlement.com is past (March 14th). I tried calling Dell once using the reasons in this thread but they said my more than 1 year past the end of my warranty and to go through nvidia. I called nvidia and they said I'm SOL. I'll try to call them again and talk to the supervisor but it seems like I'm too late on the bandwagon. Does anybody have any suggestions?

More importantly, how do I grab the information off my hard drive (assuming it's still intact)?

 

M8, I guess we're stuck in the same boat with our Dells - in the SOL boat that is...sadly. I'm in Dubai, and they're asking for a small fortune to fix the laptop. Time to get a new one methinks... Not a chance in hell it's gonna be a Dell!

 

No m8. I never could get the time to repair it cos the laptop which I bought was not very good condition. So I sold it off

 

Guys I have a similar problem. Actually my POST LED code claims that the BIOS is configuring my Dock... obviously there's no dock even designed for the m1210.

There were extensive problems with my GPU before the motherboard finally fried itself (while I wasn't even using it), so I'm sure this is the problem. But my warranty expired in 2008. Do you think I have any chance referencing your cases?

 

I also missed the deadline. Any chance to have it fixed by DELL?
My warranty expired on1/29/2008

I called DELL, and I quoted all previous service requests. Apparently, those were fixed due to extended warranty from dell. Since my warranty expired in 2008, they extended it to 2009, so now I am SOL.

I guess I could always get $140 for it on Ebay.

 

For those who did the "bake" method, can you provide more information on how to do this? Left with no option, I'll probably try this one.

 

Hi all,
I was able to get Dell to send me a Box to repair my 4 year old XPS M1210. I had a 4 year warranty and the GPU went out close to 2 months after my warranty expired.

I called and was prepared with some reference case numbers that were listed previously in this forum, just in case I had to use them.

Fortunately all I did was explained that my GPU went out and understand that this is a common problem with the Nvidia card on these systems. I mentioned that a few months ago my screen was showing vertical lines at times and the laptop was always running hot.

I also told them that after my screen went blank and my computer would not boot, I ran the Function + power button test and told them that the green LED's were solid green which meant my Mother Board was out due to the failed GPU.

The representative put me on hold, and then said he needed to check with the supervisor for an approval.

Success! they are sending me a repair box.

my case # for reference: 840 921 775

Thanks for all your help and hope this helps!!

 

Hi i used the case numbers used at the beginning, my warranty expired 06/2010
i however reported the issue in 08/2010 at the time they were gonna charge me 199 for the GPU replacement, and 392 (something like that) if the mother board needed replacing. well at the time i was struggling for money so i declined. i dropped it and left my laptop sitting there using a work computer for personal use. well i pulled it out literally yesterday hoping it needed rest LOL i turned it on, it boots up but doesnt turn on... the screen is black/blank. so i called Dell using the case numbers listed but turns out there was a settlement .... so i am past due like most of us past july of 2011. sooooo i called dell back and asked what are my options.. once again she said i could pay 199 but if it needs a motherboard i have to pay extra, she offered me a discount but im unsure of this. only cause im afraid ill need to pay that additional fee of 329 (possible disco). Soooo my question if n e one knows is that how do i know if my motherboard is good. When i did the FN + power button test, the 9 Stayed Lit and the other 2 Were blinking together. BTW to those who said the numbers were fake...they werent. they werent able to offer me the same cause of the issues that had happened. the settlement and all...

 

Hey Cgirl86- I am in the same boat. My xps m1210 crapped out last week and my warranty ran out last year. I was told to pay 59.99 for a one time warranty but was unaware of the class action.

My screen is black and the power is blue. I can't get my external monitor to work with my laptop either. I am going to call Dell again and I used the case numbers.

Keep in touch about this. I am buying a new laptop today because I have a presentation next week but I won't mind to fix this.

 

So, what's the best way to get repairs done? Is Dell finally going to own up and fix things? I have a Dell XPS M1210 that doesn't display anything on the screen. The keyboard lights light up like always, but no display. I'm certain that I'm experiencing the same problem as discussed in this forum. I've emailed Dell today concerning my problem and I'll wait to see what response I get. I'm not holding my breathe though. Any suggestions?

 

Hello!
I must say THANKS for this thread. I have a Dell XPS M1210. Won't turn on anymore because the nvidia graphics card is burned out with the motherboard as well I'm assuming. Fn+Power causes it to turn on for a split second or show the charge light but doesn't go any further than that. Before it stopped turning on, it would get extremely hot while I was gaming.

Anyways. I called Dell and mentioned the information in this thread, that previous people had gotten theirs fixed and that I would like the same. The first rep hung up on me. I called again and the next rep apologized for whoever hung up on me.

My warranty ended in mid to late 2010. So a little over a year ago, but the representative who took my call got Supervisors permission to go ahead and replace it anyways because of the recall of defective nvidia chip in this laptop.

They are sending me a box and when I get it, I'm supposed to pack my laptop in it and send it to them for repair/replacement. I'm very happy!!

I just registered so I could post and let you guys know. Crazy stuff that there was a class action lawsuit.

 

I just called in. He said he was aware of the class action but he was not going to replace my motherboard because it was so long ago. When I asked for his CSR number so I could refer to it later he hung up on me.

I think the best course here to to file a bbb complaint and include that, along with other case numbers, in an email.

Emailing dell now. Updated list
Case numbers
633668288
631589518
637788486
637608694
639036103
4214833
822350537
830016320
840921775
000128860001

 

Can someone please post the dell email they used?