I should have come here first (M1530)

Within hours of receiving my new XPS M1530 (T9400, 4gb ram, 500gb hd, 8600), the drive started going bad. Being somewhat computer savvy (IT manager for 10 years, responsible for 3000+ machines including laptops, servers and desktops), I figured I could replace it myself. To Dell's credit, I got it the next day. Sad to say I couldn't get my Acronis True Image backup to restore the drive, but that was the least of my worries.

From day 2 (March 12) to today (March 27), I've had two Dell tech visits to replace keyboard, touchstrip, and fingerprint reader. Keyboard still is dropping keystrokes and fingerprint reader works when it wants - even after replacement. The various wires beneath the keyboard were twisted and not seated in their channels, but the tech made sure all was well there before he left.

I called Dell today to complain about the keyboard and reader. Today I find out that my 21 days is up! How, I asked, is that possible?? I didn't get the box till March 11!!! Today is March 27 - I can do the math. 16 days! Oh, no, it isn't, Dell says. You ORDERED it on March 3, therefore, the 21 days was up on March 24!! (I have chat transcripts to prove this is their answer)

So, the box I've had for less than two weeks, and which until yesterday I could not use, is actually past the return period. Dell sucks. They are flat-out liars. The first 5 people I talked to on the phone today said that I could return or get a replacement machine. Yeah, 5 people when I have that 'special' XPS service. Lies again. The 6th guy says no, it's past 21 days. Wow.

So a quick check of my account would show 3 other Dells listed as mine. I've also recommended Dell to all of my friends and I've purchased, over the past three years, no less than 10 total machines. My oldest running machine, a Dimension 4600, is 7 years old. I run all Dell at home right now.

Never again. I will never again buy from Dell. I don't care how this works out, I will never buy a Dell again. I will never recommend Dell to anyone. When a company cares more about Wall Street than Main Street, it's a bad sign. What's amazing is that they don't realize that if they don't please Main Street, soon they won't be able to please Wall Street, either. How short sighted of them.

From reading here, I know I'm not the only one angered and disappointed by Dell recently. Too bad Dell managers and directors don't read these posts and try to turn things around. So, here I am, fifth Dell box in the house and it still needs a kb and fingerprint reader and the new hard drive makes sounds like the first did. Nothing but sad.

I'd love to hear from you folks, your successes and failures with Dell. I'd love to get this all on every place I can. Thanks for reading this far.

 

That's not a good thing, sorry for what you have went thru.

Peep's seem to have luck doing either of these 2:

Contacting a few of these on this email list for Corporate (the top few seem to have great resolve)

Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]

OR, Dell Unresolved Issues:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Good luck, you have enough backup to show that you are w/in your rights


Cin

 

Um...you didn't know Dell Official Return policy is 21 days after receipt of purchase and not the date you received the laptop?

 

Thanks for the addresses, Cin. And no, Theros, I didn't know they would count their prep and shipping time as my 'owning' time. How stupid of me, huh? Took them 8 days to get it to me, guess I should be happy it didn't take 21!

 

Well, yes it's a silly policy, but it is their official policy. At the very least, get them to replace the entire system.

 

WOW is this really possible? hehehe, emailing the high guys to get your issues fixed?? or is it just a secretary that answers all those mails?

 

I would first use the unresolved issues link before emailing the management team's filters (human beings known as Executive Assistants).

You have already gone the route of tech support, now give the Customer Resolution Specialists a chance via the Unresolved Issues link. Be sure to have those chat transcripts and case numbers ready.

Just my 2 cents based on my own experience with Dell when I had an issue with a replacement system. In the end all worked out nicely and I received a new system instead of a beat up refurb.

 

A few peeps on the forum went the e-mail route, and heard back from Dell's Global Escalation Management Team, and got their issue resolved.

Some went the Unresolved Issues way ~ and, also got resolve.

The e-mail does get replied to. It's not by an Executive Assistant. It's by the Team described above, and/or a higher level of Customer Exec. Support.

I sent an e-mail to *cough* Michael Dell regarding the Adamo, and it's pricing..etc..and received a very nice phone call from someone higher up as a result.

So, those e-mails, do get response!

Cin

 

Cin', this is exactly what happened to me. I did go through escalation and unresolved issues, but to no avail. By that, I mean that I was told "no" to a refund or replacement. Then I attached those email addresses to the response I got from one of the escalation techs. I received two emails and personal calls within about 20 minutes from senior folks.
Sadly, when I tried calling one of them back, I went through a 1 hour call before I got someone from this side of the pond and who would help. The person who emailed me with a phone number didn't answer - sending it to 'the team'. So now I'm scheduled to get a new motherboard and keyboard.
Here we go again!
To be fair and in keeping with full disclosure, they did offer to refund my money. I amso tempted to do this and get an ASUS. I used an ASUS at Best Buy over the weekend and man is that a nice box! It was a slower machine, but I wasn't looking to buy that one, just see what their build is like. Solid as a rock. Felt like the machines of ten years ago. I just dread the idea of getting all my apps (once again) on another new box. I really want to like this M1530.
Long story longer - I should get a new machine this week (essentially new as the only original piece will be the monitor). Thanks Cin'!!

 

And I just got the call from the supervisor as well. So there are certainly folks working on this issue. Given the original response following the first call I made, I'm surprised at just how much interest they are showing. I'm guessing things will get fixed this time.
Again, thanks for all of your feedback.

 

So, it looks like though..you had to go thru alot..your perseverence...did, pay off in the end?? You are getting a replacement?

I hope it all surely does end well for you!

Cin

 

I too got an an XPS M1530 and was unhappy. The keyboard had a bulge in it and the strip next to the keyboard with the speaker icon was bent on the right side about 1/4 of an inch. I packed it up and returned it for a refund. It is still in transit. I also can never recommend Dell to anyone as I have for several years. Dell = hassle. I think you should have gotten your money back but i sure hope you are satisfied in the end. I think i will get an iMac or Macbook pro. Not because of os X but because of build quality. I will be putting XP pro on it if i do get one. I am also considering HP. I feel sorry for anyone who owns a Dell and had to argue and wait with customer service and tech support. I have 2 Dell notebooks. One is going to be replaced soon, the other may end up being sold. People who bought a Dell did so in good faith they didn't know what Dell is doing now. Dell is answering to their stockholders, not their customers. The 21 day return from invoice rule is absurd and unfair.

 

Heh, not like other companies do it any differently now do they?

 

Thats wrong. the 21 day period starts from the date on the invoice (basically the ship date)
OP, when was the ship date ?

 

Certainly is a painful and nasty experience!! Have had one such experience over the last six years and have been using 4 dell laptops during that period..I have always used Dell chat to resolve issues and during this one bad experience I had..the Dell tech would not believe I had a problem at hand..it was one of the nvidia graphic card isssues, my display would get green and blotchy and the system would just heatup and freeze..
My response to the technical support guy I was dealing with..was to ask the guy to quit and leave Dell..told him this was just unlike Dell and that he had something wrong in the head..I hung up (closed the chat) and spoke to the next representattive..
Advice for the day..
Some people just dont get it and both fortunately and unfortunately we still rely on them for these service issues..I cant blame a company like Dell for this..may be I am just like Steve Ballmer..I just love this company..But they have served me exceptionally well so long..

 

So in the end, I had three tech visits and replaced everything except the chassis. Motherboard, 3 keyboards, hard drive, touch strip, palm rest (and fingerprint reader) before all worked well. I never did get them to do a complete replacement, although I was offered a refund - which I really should have taken.
Now, the thing runs hot (cores at 50+C and GPU at around 60C) and the keyboard has once again lost a key. What a pain in the butt. I would really like it if I could just get it in good shape and ebay it.
Then buy an ASUS. Screw Dell. What kills me is that if someone has a bad experience and others don't, the fanboys jump in to defend the company and attack the person with the bad experience. Personally, I've done enough. Time to move on.

 

If those temps are on load, then that's not too hot at all. If that's normal, well then blame your lemon and that 8600 GT Nvidia chip you got in there. It's too bad about your experience.

 

I'm sorry you went thru all of this, and still ended up having a bad time.

Yes, time to move on for you. I wish you the best luck.....


Cin

 

You returned the laptop because of a keyboard bulge! Wow! Not only that you are now saying Dell is terrible! Good luck with that HP!

 

Oh man.....I'm a very unhappy XPS M1530 owner. I am using my second one right now.....I had to return the first one because it had various problems ranging from a loose power button to a faulty battery to motherboard problems.......and on my second laptop....(this one).....I had to get the LCD replaced....but since Dell was trying to save money.....they sent the Tech everything BUT the LCD to replace....

...the problem persisted and the Tech had to come back and replace the LCD, finally. The problem was fixed.....there was also a dent in the palm rest that they had to fix...

I am currently trying to sell this and buy a Studio XPS 16.....

I really hope everything works out for you.....