S-XPS 1645 Throttling Info. and Updates

and the games begin haha

but seriously this is good news. Hopefully this will be released soon and we will have our throttling issue fixed

 

Yeah, what's up with the RGB display being no longer available? I'm close to placing an order and not having that option is a deal breaker.

 

Good news, thank you. It sounds like I'll need to wait a bit more to find out if my currently in production xps will ship with the 130w adapter though. I do have one question for anyone that is currently using a 130w with TS. Whats the heat like on that adapter compared to the heat generated by the 90w adapter that I've seen many complaining about?

 

Yes i have shipped it back. I couldnt wait and was having some other problems as well. Mostly i needed a useable laptop about 2 weeks ago and couldnt be bothered with the issue anymore as it seemed it wasnt going to end anytime soon. Although im glad i was wrong on that one. I do love my envy though, honestly their both great laptops (throttling aside of course).

@bill, as promised i put your long response there on the main page. If you would like any more info added there i will be happy to do so. Im glad someone at dell besides the community is calling the shots now.

 

Bill

Not sure if you saw my last post.

 

I wonder how many people are actually waiting for a resolution before ordering. Is a group buy of some sort possible once the RGBLED option becomes available? I am trusting Bill that a fix is in the works and I am ready to get one on order.

 

not sure this is the case - I see the RGBLED availabe on the 1645 and 1647 and the xps studio 13 is still for sale in Canada.

Did you maybe pick one of the casing options besides the regular black?

Amazingly when the 1645 was released, the casing wasn't compatible with the RGBLED except for the standard black - not even the black with leather was availble.

otherwise maybe it was only pulled from the US?

 

I'm waiting,It depends what is first the fix on the release of the Asus G73

 

It was removed from the "For Home" direct link. RGBLED IS still listed if you navigate to the XPS page from a different menu. Arctic white was also available on the alternate page. What a nightmare of a site to manage.

 

@Dell-Bill_B: Too little, too late for me. I was authorized to send both of my XPS systems back for a refund (about $3,000) yesterday and bid them farewell today.

Bill, what you are doing now is all that a lot of us needed to stick with our purchases: Communication.

If Dell had just kept up with their posts on the blog it would have saved your company thousands and thousands of dollars in returns. Even if you guys had promised update points like "We plan on knowing our next step on friday and we will update you then" and then actually updated us on the day promised we would have stuck with it.

Instead we were left floating for months without any clue or hint. We had the problem solved and figured out on our end before the Dell engineers even knew about the problem.

I know there are processes you have to go through and that you wanted to avoid a recall or a costly endeavor if possible, but I really wonder if you ended up losing more sales and future repeat customers because of the procrastination?

Either way, seeing Dell finally making steps and doing the right thing means a lot to me after having spent over 30 hours on the phone with techs. I will consider Dell computers in the future, however I definitely will not be pioneering a new product, at least not as my main computer anyways.

EDIT: I know that YOU are not Dell, don't think that I am directing my comments AT you, but rather to you as a channel to some one at Dell who may actually learn a thing or two. I respect you for being the messenger to a huge group of frustrated people.

 

This is amazing news. Thank you to everyone who put in the time to help get this problem corrected!

 

It hasn't been pulled from the New Zealand online store. At least not yet, that is.

I assume this is one of their attempts at making the system less power hungry so that they don't have to start shipping out 130W+ power supplies.

 

Been lurking for quite some time, this convinced me to register and post.

Glad some progress is being made. I just placed my order today, finally. Gotta say though... the 'cooling off' period gave me a change to rethink my purchase a bit. I ended up saving a bit by not getting the RGBLED screen. I came to realize that I'd almost never be looking at it, and when I did it wouldn't matter. When it's on my desk I'll be using a 22" external monitor.

Anyway... here's my question...

I currently use the XPS 1710. Between it and my port replicator, I have two PA-1131-02D 130W bricks. As they are 19.5V/6.7A, I assume I can use these instead of ordering a PA-4E? I'd like my new order to come with one, but in the likely event that it doesn't?

Thanks

 

There is a story behind every story, and I can guarantee you there was a lot behind this one. Let me know if you ever make it down to Austin, and I'll buy you a beer and tell you all about it.

 

Depending on when your order actually goes to the build stage (not the "build stage" they report on the website), this may be a moot point. We will have a timeline soon on when the factory cut in for PA-4E or its equivalent will be. Stay tuned.

 

This is sounding very good, and a big Thank You to everyone who got us to this point. Looking forward to the new BIOS and adaptor

 

OK, folks. Wifey's gonna kill me if I don't go to bed now. I'll try to check back tomorrow and get some replies in, but I'm pretty sure I'll be playing catch up all day after putting in some serious hours with you fine folks and the engineers today. Everyone stay cool and take care. We'll get this right before it's all said and done.

More to come...

 

-Bill

Just wanted to add my two cents. I also just returned my XPS 1645 for a full refund last week and the next day order an HP Envy 15. When I spoke to the dell representative (He called me after I emailed Michael Dell and CC'd all the members of the board of directors that I could find) he told me that a fix was coming and the he would send out a 130W power adapter in the mean time if I wanted to wait.

Here is my main issue as I explained it to the rep:

(Please don't take it the wrong way, I have nothing against you personally!! I was also completely calm & cool on the phone with the rep. the whole time)

I don't think you (Dell) "dropped the ball". DELL WOULD HAVE HAD TO KNOW about the power consumption issue when you created the BIO's. That orginal BIO's was writen to compensate for this issue. Meaning that this was not an accident, but instead a "lets see if they notice" scenario. Thats dishonest and completely unethical, thats why I will no longer do business with Dell.

However, I do appreciate the fact that you did allow me to return it!! I just feel really burned by the whole situtation!!

 

Thanks bill. As of a day ago we didnt think we were ever going to get to the point of a 130w+bios solution or any information from dell. You done way beyond anyone expectations by coming here and answering questions to very frustrated/angry customers. It sad it got to the point it was, but your communication here will not be forgotten by many im sure, will not me.

 

Hi Bill,

I bought my sxps 1645 in US, but I'm now in China (for a very long period of business trip). I have completed the warranty transfer process and now my warranty is handled by Dell China (actually I have already had the err-functional keyboard replaced by Dell China). So, my question is, how could I get the 130w psu? Since 1645 is not available for sale in China, the Dell reps I contacted with here knew nothing about the throttling issue. I'm worried whether I could get the 130w psu for free.

I just registered on NBR lately and could not send you a PM. So it will be very kind of you if you could reach me at [email protected]. Thank you very much!

 

THANK YOU BILL...You have relaxed a lot of people in these forums tonight (despite "iffy" 3 month wait). Atlstang you are so right, as of yesterday who would've guessed? Ahh...the unpredictability of life...

 

Thanks for the reply, Bill. Actually, I guess whether it comes with a 130W supply or not I'd like to know if the PA-1131-02D is compatible. I'd like to leave one at my desk, and one in my laptop case... so either way, I'd need to either use one I already have or buy another.

 

Worth to register and post a message.

Actually I ordered XPS 1645 a few days ago. After that, I have been spending time to collect useful information on the internet. And I stumbled on this issue and kept monitoring it.

I was considering to order a 130W PSU. I am very happy to hear that the issue has been resolved finally.

But, I still have a question and worry. I am in Korea and ordered through Dell Korea store. Will I get a 130W PSU without any actions from me? Do I have to contact the regional rep in Korea directly? I was not in this thread.

Really thanks for your great support and info Dell-Bill_B.

 

Thanks Bill, I appreciate the direct reply. If I may ask one more question or two..What are the options for those having throttling issues and wanting a refund/return? If we have this throttling problem and don't want to wait, will Dell allow a return/refund? (By choice, regardless of fix) Specifically those affected outside of the 21 days like myself..? Thanks Bill.

 

I found this comment very, very interesting. It's so subtle but if you read between the lines a bit, it seems like this whole "throttling" issue might just have been deliberate. Dell might have had this whole idea from the onset (first bios) and not have expected users to realize it (Good job users, unclewebb and all). The subsequent BIOS's might have been released to try to mask the issue, by altering clock modulation schemes or w/e , thus saving dell costs at the end of the day (as 90w is cheaper than 130w?!?). And even if we did discover it, dell did not expect it to amass this much of a following. So dell probably calculated out the costs of unthrottling & 130w adapters vs. permitting the refunds of many xps 16's that was starting to occur. I wonder which cost won out? lol. As someone said earlier, I believe dell might have "nipped this one in the bud" before it really got out there. Will we ever know the true reason behind this issue in the first place, I highly doubt it. I doubt that dell will attempt this again though, if it was the case. However bill's comment is very intriguing. Then again I might just be overthinking!?! All is still very appreciated Bill, and we await the resolution of this.

 

He said that he would be proactivly getting ahold of NBR posters and will get us our adapters, and I qoute " so please don't flood my PM box".

Also it sounded like they are pushing to proactivly get ahold and upgrade all 1645 users PSUs, if "logistics allowed (or to that effect)"

 

Wow this reminds me of some of the issues I used to manage. I've been in Bill's shoes many times. I say he handled it well.
Why do it take so long, in big companies hard to say sometimes!

got my 1645 today and I checked the adapter of course 90W. Loving the machine so far but aint done much on it yet.

I avoided the RGBLED screen due to some of the issues. Would have liked the Blue-Ray but not essential.

I may be in Dallas later this year so Austin is doable.

 

Honestly the more I think about it, the more satisfied I am getting by having a Dell rep come to a non-Dell forum to communicate with us.

Seriously, Bill, tell Dell that this is the kind of stuff that will rebuild the company's image and relationship with it's customers.

Well played, Dell. A little late and overdue, but well played.

 

It sounds like a self righteous engineer ( why do I feel that my friends would look at me funny) had a major hand in this, a big maybe, but maybe he thought the Core I7 is so powerful it didn't matter if it throttled a little, and then to make matters worse it just happened to throttle more then they predicted. Maybe during the process some of the testing was cut a little shorter to compound the issue and perhaps a last minute decision at the end put the finishing touches on this product getting out. A lot of to and fro went on and we are finally arriving at the situation we are today.

Either way, Dell needs to do a 180 on its throttling philosophies or testing philosophies, because it sounds like this might be more prevalent then even Bill would like to admit, or perhaps even is aware of.

It also sounds like there are huge barriers to communication across Dell and some wacky policies that prevent communication with customers.


But I'm just throwing rocks in the dark.

 

Forget to say, this is one busy thread, its a full-time job to read and keep up. And yes I've also been on late conference calls, ahh the good old days!

Just noticed the heat vent issue. I consider that a bonus if that got fixed.

 

If this is way off base, Id like to comment to Dell that this is what happens when you keep people in the dark. They start making assumptions. Hills turn in to mountains.

But I do give a huge thanks to Bill and UncleWeb and Altstang and every one who contributed to bring us to where we are today, Cept for maybe the person/people that decided it was acceptable for it to throttle.

 

Thanks for the answers, Bill: as said, in these time these are like honey from the sky. However I have some follow ups, and I would love you te be so kind to answer those too:

1. When you say "you can use a 150W if you like, but it should make no difference", you mean that the BIOS will cut down the power to the machine to 130W (just like the curren BIOS cuts down any 130W adapter to give only 90W to the machine), or full 150W power will be available to the components?

2. If full 150W power will be available to the machine, will I be able to get a 150W PSU (like this one) for free, in the context of the global replacement or will I have to buy it for myself?

3. Which of the above answers (both the old one and the new ones) applies to a 210W power supplies?

Thanks again, Bill. I can't tell you how much relief I feel now that I can have real answers.

 

The real reason might be even worse!!

As I mentioned before what about the possibility that in addition to your theory they are throttling so the users will have to upgrade sooner!!!!

I just wish everybody would delay celebrations and wait for the bios to be publicly released and tested.

This is all a bit premature.

 

Im assuming he means that the system does not need more then 130 watts.

Remember the 130 rating is output, so if the adapter was actually using 130 watts it would draw closer to 150 from the wall.

Likewise the 90 watt adapters should have been pulling 110-120 watts from the wall. There is still a story there, I'm not sure we will ever hear it though.


We'll I guess I'm done obsessing over this for tonight.

 

Just dragged this post up from way back.

Any thoughts?

 

You guys keep blaming the engineers. They probably said "we need to redesign some aspects of this system" long before the laptop was public, and they were told "no, you need to just make this work."

Engineers don't cut corners, folks. Maybe one or two bad ones will, but there are a LOT of people involved in one laptop's creation. Even if there were some bad apples, it should have been caught by testing.

Unfortunately, guys, this was an attempt and minimizing the Research and Development involved in this systems conception in an attempt to maximize revenue... no doubt in my mind.

...And it backfired.

 

Pleased to see that Dell finally stepped up and said, hey, we'll set this right for everyone

Good show, Bill. Now hoping for a solid timeframe and procedure outline on how you're gonna get this show on the road. Worth noting that just yesterday, I talked to a supervisor on Dell India - he was the first person at Dell India who heard me through, and offered me the 130W adapter, which is on the way right now.

All I now need is the A07 BIOS and I'm ready to roll.

Another question Bill, about the exhaust vent replacement that you mentioned - is that gonna happen?

Thanks - you've just made a lot of people very happy, and retained a lot of Dell customers.

 

What exactly are you talking about here Bill?

NDA?

And whats with all these PM requests and secret phonecalls?

 

Maybe you should head over to http://en.community.dell.com/forums/p/19247293/19602517.aspx?PageIndex=16

and let the users know that they bought the "wrong system" as you say.

 

Yes, what is with all these PMs? Share the info please.

 

Superb news Dell-Bill_B, the 1645 is a fantastic machine and with the throttle fixes will dare I say it, be near perfect!

Anyway, thanks for letting us know, very much appreciated.

 

Great to see a resolution to this, thanks for everyone involved. I've been ghosting here for a few weeks.

I've one question though, when we get the full power from our machine, does this mean it will actually run hotter than it does now? Because my desk will melt if that happens. Or will the update mean the fan gets more power and can cool the machine better?

 

@DELL-BILL_B :
I know Japanese adapters are off the radar but would the Australian adapters be any different to what your engineers are currently working with? (i'm not sure where they are located!)

Thanks heaps for your updates - finally some light at the end of the tunnel. Thanks for shining the torch

 

No No, you're correct. It could be any number of things, but somewhere corners were cut. That's all I was trying to get at.

I'm just happy to see the light at the end of the tunnel. Perhaps a bit angry to I think I deserve alittle compensation as well as a lot of people here.

 

Just give me the fix and I'll be happy. although i havent been waiting as long as others in this forum (Dec 09)

 

This seems like good news, Good communication from Bill @ Dell.

I will be interested to know what channels i will need to take in order to have the 130W adapter shipped (i'm UK based) once everything becomes offical.


Thanks to all with very imformative posts, i've learnt alot!!

 

Finally, Dell has the problem figured out. I had put my faith in dell and bought this laptop despite of knowing about the problem.

well, this is just a thought but the draw rate of HP envy and Dell 9 cell battery is about same . So, if dell put a nice Throttling scheme for battery mode it might last for more that 3 hrs.

Lol, yep we do Deserve a compensation. something like a Free cooler would do because A06 definitely increased the system temperatures . and i think A07 might increase it even more .

Edit: finally,i would be also to write a nice review about this laptop and recommend dell to my friends.

 

I agree. Just finished reading up one a *lot* of posts since my last visit a few days ago. It took me a few hours to work through all that, and in the end it all seems to go very much in the right direction.

I too will be very interested to know how the adapter shipment / exchange will be handled. If I read Bill's post correctly, either Bill / Dell will contact us by PM, or we need to contact him / Dell. But I'm sure we'll get more info on that soon.

Oh, and LOL @ A07 through rep. We've seen A05 and X29 the same way.

@UncleWebb: nice little tool that powerplayer.

 

I just hope that this will be possible all over the world. I would hate to see not hearing anything from Dell Netherlands and when I call about it they don't know what I'm talking about...

 

Very nice, to see these updates

I called the service support and tried to get a 130W AC a bit earlier... but ... no chance

They don't even know, that there are postings on there own website. (I'm from Germany, so I dont know, how the service act in the US ^^.

Bill said, the NR-member will get a new AC Adapter directly and he will contact us per PN. I hope thats also for German- Custumers.

Greets Carlos