Huge design flaw on the 1340

My correspondance with the techs are below. The tech just came out and determined it is definitely a machine design flaw. Turns out they never even sent him the glass cover but Dell is shipping me a new machine. He said this is the second time he has seen a similar issue.

___________________________________________________________________

Dear [Redacted] ,
Thank you for your email . I will be more than happy to provide you the required information. You will receive a replacement battery also . Harrison as I informed that I will be sending you battery and bottom plastics I have created the dispatch for both battery and bottom plastics . You will receive both battery and bottom plastics . A service technician will come to your place and replace the parts for you .

Thank you for contacting Dell Technical Support.
Regards,
[Redacted]
Dell XPS Hardware Support (Email),
Dell Technical Support.


Original Message Follows: ------------------------
Am I going to be receiving a replacement battery as the current one is chipped?

__________________
[Redacted]



On Thu, Jun 25, 2009 at 4:02 PM, US_CTS_Support <[email protected]> wrote:

Dear [Redacted],
Thank you for your reply . Thank you for the information provided . Harrison in this case we will send a service technician to replace the parts . I have created the dispatch . Please make a note of the dispatch number . It is [Redacted]. A service technician would contact you in 1-2 business days and fix up an appointment to come to your place and replace the part. The technician would take the existing part back with him. The bottom glass covering the screen will also be replaced .

Your case number for this interaction is [Redacted].

Thank you for contacting Dell Technical Support.
Regards,
[Redacted]
Dell XPS Hardware Support (Email),
Dell Technical Support.

Original Message Follows: ------------------------
Are you sending me the parts for me to perform the repairs myself (which I am qualified to do) or are you sending a technician. You can find all of the required information in my signature. I work from home so any time during the weekdays are fine. The bottom of the glass covering the screen is also damaged, as you can see from picture P6160066. Would that be replaced?

__________________
[Redacted]




On Wed, Jun 24, 2009 at 10:45 PM, US_CTS_Support <[email protected]> wrote:

Dear [Redacted],
Thank you for your reply . Thank you for sending the pictures . Harrison I have checked the pictures which you have sent . In order to fix this issue we need to replace battery and bottom plastics for the system . Please provide your shipping address,contact number,alternate contact number and best time . So that we can go ahead and create the dispatch .


Thank you for contacting Dell Technical Support.
Regards,
[Redacted]
Dell XPS Hardware Support (Email),
Dell Technical Support.

Original Message Follows: ------------------------
This is getting ridiculous. And my phone number is in my signature. I have attached the images at a lower resolution since you still haven't told me the maximum size of your inbox.

__________________
[Redacted]



On Tue, Jun 23, 2009 at 11:27 PM, US_CTS_Support <[email protected]> wrote:

Dear [Redacted],
Thank you for replying. We are experiencing unexpected high email volume these days that might have delayed the response to your request for assistance, however let me assure you that I will go ahead and help you with this issue without any further delay. We appreciate your patience and cooperation and do apologize for any inconvenience this may have caused. We are not to access any different websites apart from dell websites and few otherwebsites . So that is the reason I have informed you to send the pictures as attachments . However please provide your contact number and alternate contact number and best time to reach . If required I will give you a call .

Thank you for contacting Dell Technical Support.
Regards,
[Redacted]
Dell XPS Hardware Support (Email),
Dell Technical Support.

Original Message Follows: ------------------------
It would have been helpful to know the maximum attachment size for your mailbox. I do not want to degrade the quality of the images. I have tested the MediaFire links on two computers and they work fine. I have included two links at the bottom and at least one should work. They will both bring you to slightly different web pages but will both contain the images.


[Redacted]


You should be able to scroll through the images an download them large scale

__________________
[Redacted]



On Mon, Jun 22, 2009 at 11:28 PM, US_CTS_Support <[email protected]> wrote:

Dear [Redacted],
Thank you for replying. We are experiencing unexpected high email volume these days that might have delayed the response to your request for assistance, however let me assure you that I will go ahead and help you with this issue without any further delay. We appreciate your patience and cooperation and do apologize for any inconvenience this may have caused. Harrison the zip file which you have sent as an attachment was larger than the mailbox's maximum message size. So that is the reason we are not able to view the sent attachments . I request you to sent the pictures which are less in size . I appreciate your patience and cooperation.

Your case number for this interaction is [Redacted] .

Thank you for contacting Dell Technical Support.
Regards,
[Redacted]
Dell XPS Hardware Support (Email),
Dell Technical Support.


Original Message Follows: ------------------------
I have attached a zip folder with the images. I appreciate your response. Please let me know what we can do.

__________________
[Redacted]



On Fri, Jun 19, 2009 at 9:25 PM, US_CTS_Support <[email protected]> wrote:

Dear [Redacted],
Thank you for contacting Dell XPS PREMIUM Support. I would be glad to assist you with your Dell XPS Studio 1340 with Windows Vista on it. I totally agree with you. As a consumer myself I would be just as frustrated if placed in this position. I apologize for the inconvenience caused to you . Harrison the link which you have provided to us doesn't open . We are unable to view the pictures . I request you to send the pictures as the attachments to this email which will help us in isolating the issue.

Your case number for this interaction is [Redacted]

Thank you for contacting Dell Technical Support.
Regards,
[Redacted]
Dell XPS Hardware Support (Email),
Dell Technical Support.


Original Message Follows:
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* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
*** This is a feedback Message from the Dell Online Communications Center. ***
******************************************************************

Customer Information:
***********************************************
Requesting Organization(Empty for DHS) =
Name = [Redacted]
Customer Number =
Requestor E-Mail =[Redacted]
Contact Phone =[Redacted]
Service Tag =[Redacted]
Case Number =
Order Number =
Issue Category = Other Question not listed
Year Of Birth = NA
***********************************************
Ship To Address: [Redacted]
Bill To Address : [Redacted]
***********************************************
Problem Description:

I am extremely concerned by the issue I just discovered. There is a problem with the quality control on my XPS 13 laptop. I removed the battery for the first time today and discovered that it was very snug. It actually took two people to remove it. My friend held the release switch with one hand, stabilized the notebook with the other, all while I wiggled the battery with both hands out of the unit. It turns out that the battery is actually resting on the screen underneath when the unit is closed. The battery was so tight, there are permanent scuff marks on the screen. I have tried very diligently to remove them, and cannot. Putting the battery back in was an even bigger mess. It took two people, again, a few minutes to wiggle it back into place.

The second issue is that there are two protruding screws that hold the unit together that [are not flush with the unit] and have caused damage to the battery. There is a permanent chip on the bottom of the battery due to this. I have included images that illustrate both of these issues. Dell is supposed to be a world leader in computing products and, quite frankly, I'm insulted with the quality of this unit. I spent $1,700 on a computer, and do not expect things such as screen damage when removing the battery due to poor quality control. As I see it, I spent $1,700 on equipment that now has permanent damage due to Dell's inability to properly evaluate the quality and building of the product.

The link to the images is below:

http://www.mediafire.com/?sharekey=1afea80c8b02b300d5a101cf914073b48ab1d375e76f0f3a

Thanks,

[Redacted]

 

Looks like someone used the wrong screws!

Do you have complete care?

 

make sure they send you a new machine instead of a refurb

otherwise, return this within the 21 day period and order again

and 'hint' at them about the troubles that they've caused you... get some kind of compensation

 

If you got it recently just return it. You have 21 days to decide after it ships.

 

What your going thru is a Machine flaw nothing to do with Complete Care...and,

If you do have Complete Care..I would not suggest you do anything that would constitute *fraud*

Complete care covers:
CompleteCare covers non-intentional, accidental damage. This includes damages caused by incidents such as spills, drops, electrical surges, and cracked LCDs.

Just my thoughts...


Cin

 

When my next laptop costs more I can thank a-holes like you.

 

I do not have complete care as many reports have proven any sort of extended warranty to be useless and a waste of money; however, if I did, I would not perform fraudulent activities [especially when this is Dell's fault]. It has also already been passed the 21 days. I'll keep you guys posted.

 

A few other avenues...
Dell Unresolved Issues:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

and, you can send a few e-mails to top level exec's (if you want), peeps have had responses...let me know if you want the e-mail addy list!

Yes, good luck to you, and keep us advised..it's a shame on such a nice lappy (one I have been pondering purchasing these past few days)

Cin

 

Could you PM me that list? Thanks!

 

Sure, or I can post it here (its been posted before)..whatever works for you
(I will PM).

I did it, and had response on something w/in 48 hours!

Cin

 

I've executed the all-mighty EECB. I will keep you all informed. Does no one else have this issue?

 

That list really want help you out and you will be dealing with somebody that is not located in the USA and can not even call you.

 

?? That e-mail list has helped many people out here on the forum, including myself. And, the people that reply & handle your issue for resolve (or what not) are located in the USA..so I'm a bit confused with your statement.



Cin.

 

The few times I have used the REC team in the list I have found that they are not in the USA and respond to emails at weird times of the day. They also claim that they could not call be back. I'd like to think they have a heavy Texas accents but all they are slightly better trained CSR reps. If you want to talk to somebody in Round Rock file a BBB & FTC complaint or take Dell to Arbitration. That's the only way that you will get to talk to somebody in the USA

all I am saying is don't expect miracles

 

I have escalated issues and recieved help from CSR's located in the USA, so I don't believe the options you listed is the only way to get someone in the states....

 

So I got a call back from the Global Escalations Team and she was going to expedite the order and would verify the specs with me. Called back yesterday saying they upgraded my sound card due to the old one not being in stock and they don't have the 128gb ssd anymore so she wanted to make sure I would be okay with the 500gb 7200rpm. I laughed and said no way but you can upgrade me to the 256. She called back today and agreed. She said if the issue is still present on this laptop, it would need to be escalated even further. I planned on just swapping the hard drives, but what is the easiest way to transfer everything now? Programs, settings, files, etc.

 

Use a hard drive imaging software, this will make an exact copy to a file. I have Acronis, but there are a couple free ones now - http://www.runtime.org/driveimage-xml.htm is one.

You'll need an external USB drive. Create image of old hard drive to the external USB (I'd also make an image of the new drive as well). Then you should be able to apply the image of the old drive onto to the new drive.

 

Finally got the second unit. Same exact problems as the first. I just e-mailed the person I have been dealing with. Does no one else have this issue? They are going to offer me a different model. Anyone have suggestions?