XPS M1330 - Putting Dell Warranty and Support Service to the test

Hello everyone. I got my NEW XPS M1330 yesterday and it does not work. It just does not go ON. I pushed the power button and the blue light of the button goes ON and the CD/DVD makes a noise and then in just shuts down. I just contacted both Dell's Technical Support and Customer Service. I will tell what had happened and update everything as it goes on to give you all a real-time dell support service experience.

Before all let me introduce myself: I am Carlos, a 27 years old guy who had bought 4 laptops (Toshiba, HP, Compaq, HP) in the past 6 years. I have a computer science degree and have work repairing desktop computer for 6 month quite a few years ago. I tell all of these so you know I have some knowledge of computers. Could tell more but that is not important here.

General Info:
Laptop: Dell XPS M1330
Arrival day: 03/09/2008
First Contact by phone with Sales Rep.: 04/sept/2008
First Contact by phone with Tech. Support: 04/sept/2008
Country: Spain

Day 1: 03/sept/2008
I got home and the package is there 11 days before that what Dell´s web said. I got a big smile on my face and begin the opening ritual. The accessories and the laptop look great. Even my girlfriend is mad because I just do not pay attention to her. Put the laptop on the table and plugged it. After looking it for a while for every detail I pushed the power button that turns blue and the CD/DVD ROM makes a noise (normal of the booting process) and turns off. I pushed the button again and the same happens. Started wondering possible reasons for a NEW laptop to just do not start. I waited a few minutes to see if the battery needed some charging (just a thought) but when I tried again same thing. I wonder if there was no OS but that is not a reason for the laptop to shut down.

I sent an email to Tech. Support (TS) and Customer Service (CS) because the telephone service was out after 5PM

Day 2: 04/sept/2008
After leaving 3 messages on the phone of my sales rep. (SR) I had to call her to hear form her. She just said to contact TS. So I did and will have to call later because on the time I did not had my laptop in front (was at home and I at work). I called to find out about my warranty. According to my SR and CS and Dell´s web page I have a Premium XPS Warranty that covers all the basic (online support 7/24, phone support 7/24 and equipment technical home assistance, replacement and refund) but according to TS using the Service Tag I do not have some of those. I called my SR and she says I do. So for now I will call this afternoon TS to see if they can help and fix the problem.

I am hoping is a dumb thing (configuration) and not hardware to fix it by phone assistance and keep the laptop. If is not and is hardware or something weird I will try to replace it if the time frame to get my replacement laptop is reasonable. Else I plan to get my money back.

About the warranty, well I can not say anything for sure but the name of my warranty is apparently not listed as is named on my bill on the web and not known by TS.

Next update this afternoon or tomorrow morning.

 

The XPS Premium Warranty means that you'll have a technician come over to your house and fix any problem that you have with the laptop, it seems there's something up with your motherboard.

Just a small off topic question, you know that 05 Sept is tomorrow, and 06 Sept is two days from now, right?

 

Thank you for the date correction. I have my mind in many things that just mistake it. About the warranty I guess that is also covered as a 7/24 phone assistance number. But according to TS not. Not that the Premium warranty does not cover it but that I do not have one when I do according to my SR and my product details on my bill.

I really do not have a clear idea about the possible problem. The motherboard sounds like a good possibility. I had considered it but I guess I am hoping that is a silly thing like to change something on the BIOS (if I can get there) so I can have my laptop working soon.

 

Just thinking.... Have you tried using the Express Service Tag??

http://support.dell.com/support/top...dentifyyoursystem?c=us&l=en&s=gen&~mode=popup

 

Probably the CPU is not seated properly. The temp goes up, and the auto shutdown mechanism kicks in. Just a guess though. It could be a few other things.

 

Yes I have. This is why I know that according to TS I do not have all the warranty service I am supposed to have.

 

something like this happened to me once, i just removed the batter .. put it right back ..and .. a MIRACLE

 

Day 3 05/sept/2008

I called Tech. Support yesterday afternoon. After a while the technician assigned to my case was busy so he said he would called back. Of course he did not. I called this morning. I finally was able to contact him and we started the assistance.

First try to start with the function key (Fn) pushed ... nothing. Then removing the battery and nothing. (So thank you NuSuey for the advise but was not it). He said that he thinks is a possible short circuit and that will send a technician to replace the motherboard ( immel very nice diagnosis).

I have asked to see if its possible to replace the laptop for a new one. Maybe this is not based on solid ground but I wonder if there is a possible short circuit how I am sure that there is not other damage done that can kick in a few month or just when I am out of warranty. Maybe is a little paranoid. If anyone here can convince me otherwise I am open.

So now I have to wait for Tech. Support to contact me about the possibility of replacing the laptop. In case is not possible the next business day a technician will come to fix it.

Next update Monday I guess because do not think I get assistance on weekends.

 

Dell has a 14-day exchange policy in Europe, as long as it's not more than 2 weeks since you received it you can simply return it and get the money back, no questions asked.

Then just order a new one .

But changing the motherboard should really solve all problems.

 

I certainly wouldn't be prepared to accept a motherboard replacement on a brand-new laptop. You should ask for a brand-new replacement (and not refurbished), or a refund.

 

Day 6: 08/sept/2008

Today I called Customer Services (I rather talk to them than to the Tech Support guy because he was quite stressed and busy all the time - I am guessing many XPS problems).

They will send a new one. I am supposed to receive an email someday this week to give me the details of the new laptop (in case they had to change something) and the arrival day. And I suppose they will tell me what to do with the laptop I have. If not I guess I will have some spare parts in case of failure

So far the arrival time is to be around 2 - 3 weeks to get my new new laptop. I guess I shall wait and hope comes all ok and without any GPU issues. I am thinking of changing the Nvidia to an integrated one or other brand like ATI if Dell allows it. I will not use it for gaming, most of movies and every now and then some graphic design (CS and fireworks) or some animation (flash) so I guess could change it to avoid getting GPU issues. But still thinking of it.

If there is any relevant issue with the replacement I will keep you guys posted.

For now I can say that the warranty of Dell apparently works good. I can not say the same about Tech Support's "service quality". The sales, customer service and tech support departments are so apart and work so independently that is like they just avoid the problem and you get dizzy going from one to the other.

Of course the greatest issue is with quality assurance that allows a new equipment to be ship with problems.

Have you all a nice week.

 

Hey there,
That's a good thing, the new lappy being sent!

I hope that it all works out for the best....


Cin

P.S. You keep great detailed information on everything that has happened since you received your 1330! That's very impressive!

 

Thanks Cin' just wanted to tell what's going on so everyone can have information and do a smart buy and never say "I had no idea"

At the end we are all shopper ... sad but true ...

Take care

PS: nice signature

 

Day 8: 10/Sept/2008

Well yesterday I received a call from tech support. They will give a new laptop. If I have luck and my exact configuration is not possible they will upgrade it to the next best one. So I hope they have a stock break to get a better laptop. I would just be happy with my configuration and that simply works.

I also asked the technician about the GPU and the overheating issue and he assured me that on new equipments the problem is solved. What else could he say? but I hope that is true.

So we call it case close unless my new new laptop comes with some failures.

In conclusion:
Dell's Sale service works very good and to be honest the price/quality ratio is very good. In my case the delivery time was quite good (less than 8d after the payment). However if you happen to have a problem with you new equipment just get patience to deal with Tech Support and Customer Service. It's a real pain to go through them but at the end you can get a reasonable solution. At least in my case.

Thank you all for reading, hope to not to have to keep writing at least here. Good luck on your shopping.

Sincerely
Carlos