I'm taking my bat and going home.

In January I purchased an M1530, specs in sig. Around May, I experienced the fabled over heating issue resulting in (after much stuffing around by Dell's tech support dept, many phone calls, many arguments) my motherboard and heatsink fan assembly. This fixed the problem satisfactorily.

A few months (July) go by, and my DVD drive craps out. I ring Dell, after trying to explain to the moron on the end of the phone that I'm a Computer Engineer and know more about how to burn a DVD than she does, and that the problem isn't because I'm using Nero and not the Roxio POS that shipped OEM, they agreed to replace my drive. They replaced it a few days later, the problem is fixed.

Now, this brings me to last night. I have Speedfan open pretty much all the time in the task tray. I noticed that all of a sudden my temperatures had gotten really hot (90*C on the CPU at full load). Granted, it is summer here. However a 10*C change in outdoor temperature = about a 5 degree change in my room. A 5 degree change should not increase my CPU temps by 30*C. I called Dell, and after fighting with them telling me that it must be the software I was using, they offered to replace my motherboard yet again. I told them I either want a replacement machine, or a refund. This is total BULL. I'm reading on this site and others that people with this particular model as well as others are having their motherboard replaced 5 or 6 times to no avail. And here I was, thinking I was one of the lucky ones. The rep is ringing me back tommorow night with whether or not they are able to replace my machine/refund me.

Even if they still insist on replacing the motherboard, I'm selling the machine and taking my bat and ball and buying a Thinkpad. This is total nonsense. I can't be going through this rigmorale every few months with my main machine.

 

I feel for your pain! For the price they should make those machine solid as rocks.
Good Luck!!!

 

I've had my 1530 since Feb 2008, and have used it for 12-14 hours a day, every day, since that time .... with not one single problem.

Of course, such anecdotal evidence means nothing ...

 

Same here. I had only problems with drivers and BIOS unlocking

 

*Bump*.

An update on the situation.

I called Dell last Saturday and was told I would get a call back on Monday some time. Sure enough, Monday night rolls around and no call. I rang back, and asked why I didn't receive a call. I was told that there was no record of my previous call and no instructions for a call back. What a joke.

After explaining my issue again, and asking if they were able to completely replace my machine with something else, I was told no. Apparently their policy is 3 replacements for the same issue. This will be motherboard number 3 should I let them repair it. I don't understand why this is the case. It's happened on 2 motherboards in the space of 9 months, so really, I'd say odds are it's going to happen again. I tried arguing this point with the gentlemen on the phone, at which point he got rude and condescending. I was so annoyed, I asked to speak to a supervisor.

After complaining about the previous rep, and explaining that I've had nothing but crappy service from Dell ever since I bought this laptop (which might I add, I paid an extra $250AU for the 2 year next business day, 24/7 tech support warranty and have not had any satisfaction from this whatsoever), I was once again told they were not able to replace my machine at this point. I told him I'll ring them back when I'm ready for them to replace my motherboard, as I do not have time to be screwing around with their "Next Business Day" support (based on my last experience.....).

Now, I'm unhappy with:

a) The service I've recieved, not once but three times from Dell now

b) The seeming lack of care and understanding. They don't seem to grasp anything I tell them.

In Australia here, there is a Department of Fair Trading. This is the next course of action I'm thinking about.

1) Call Dell again, ask them AGAIN if they're able replace the machine. When they say no, I'll ask them if they can give me a credit for the purchase price. At which stage, I will take my ball and do what I should've done in the first place - buy a Latitude. If they refuse to do this, take them to Fair Trading. Because really, it's happened twice now. The odds are against the third motherboard in my books. That's reasonable, right?

OR

2) Have the machine repaired again. Then see how it goes.

OR

3) Have the machine repaired again, and sell it on eBay (and lose a fair chunk of my purchase price).

Needless to say, I'm not impressed with this AT ALL.

 

I think dell is in the right to try and repair it again. It sucks that you've had crappy service, but the computer DID work when it came back from repair. If they sent you DoA product then I would understand but unless i read your notes wrong, you have received working product back both times.

If dell's policy is 3 attempted repairs then you deserve no special treatment as thats the same process everyone goes through. In fact a lot of companies don't even have a limit to their repair attempts (aka no lemon policy). Be happy that Dell has one. Either you will get a laptop back with no problems this time, or you will get a new machine next time if the problem happens again.

You seem to be a pretty mad about this, but if you're calling in with the same aura about you as you have in these posts I can see why they arn't being very helpful.

 

As a computer engineer (well, I'm still at Uni but I do deal with clients in a way I suppose), who deals with clients (who at times are "prickly" to say the least....) I hate dishing out abuse and anger to customer service people, because I understand what they put up with (and believe me, it sucks when customers take it out on you). I really only started to get pissed off with him once he got rude with me (fair enough). I was very pleasant and professional in my interactions with Dell, apart from when they jerked me around on the first replacement (that is a long story that I'm not going to explain, but it turned a 1 day repair into a two week long ordeal. Needless to say, I was quite annoyed) and when he started getting rude with me. Even though he was rude, I was pretty subtle and just told him I didn't think his attitude was appropriate and asked to speak to a manager.

 

get the mobo replaced again then if problem persists call for a replacement also if you just want the replacement (which seems to be your goal) just call them a week after the mobo was installed and tell them its failed again

 

You are not entitiled to a new computer per the Warranty.

Read the Warranty of any Computer manufacturer, Warranties are not bound by law, a company has one for free.

This is the part no one understands, you have 30 and 90 days after purchase to return in most jurisdictions for Defects in Manufacturing

Not software

Dell and other companies voluntary extend that right to a year or more
so it is at their desecration what they do from there.

If you pay for a warranty know what it says and if you get a replacement computer for any problem, I bet no extended warranty says that.

Personally I'm sick and tired of reading whining and immature behavior about these problems, Dell tries to fix it, you need to play ball and give them a chance. Going on the internet to vent is fine but people need to grow up and be reasonable.

 

well in that case i think what I would do is get a high-up specialist/supervisor/manager and explain the problems to him. tell him you'd like a replacement but see if you can get him to note the account so that if you have a future issue you WILL get a replacement for sure. Ask him if there is any way to expidite your repairs due to the service issues you have had.

I still have to agree that Dell has the upperhand since they have only done 2 out of the three "required" repairs, but i would make sure the documentation is there that if you have problems again you will get a NEW laptop.

Good luck man