XPS M1330/Dell Support Woes

I am completely frustrated with Dell. I purchased my XPS M1330 in February, 2008. Thank God I also purchased a 3-year premium service contract. Since then I have had the motherboard replaced 4 times, the hard drive replaced once, the fan and heat sink system replaced, the keypad replaced, and the memory replaced. I had to re-install my operating system and programs to get rid of a Blue Screen of Death, at Dell's insistence, when I knew and it was later substantiated that the motherboard was at fault, yet again. Needless to say, I had to exercise a lot of self-control after that. All that work and time invested and, PRESTO: Blue Screen of Death. So much for "it's a driver issue."

In my opinion, these laptops run way too hot and, as a result, kill components. Please don't get me wrong. When it works it is a joy to own and use. But, if I take just the replacement motherboards (4) the replaced hard drive (1), the replaced keypad (1 or is it 2 now?), replaced memory (1), etc. and simply divide those 7 service calls by 24 months, it averages one major fix every three and a half months that I have owned the computer. This is a far cry from the exceptional dependability of my old Inspiron 600M that never gave me one ounce of trouble in three years of very hard use.

Does anyone know a way to get Dell's attention short of filing a small claims action? It is as though their technical support and customer service are on two different planets and speak different languages. I have next business-day/weekend support with on-site repair. That goes out the window, by the way, when they decide they are going to replace the unit. I am tired, simply tired of spending hours and hours on the phone with these people and being transferred around. What I want from them is either a refund or, better yet, an exchange for something with better dependability. I even offered to pay. Any ideas on what to do or who I can call that can actually pull Customer Service and Technical Support together so they actually work to solve my problem? By the way, I have nothing to hide. Maybe I should post my Dell Service Tag number. After all, I know it by memory now. How many of us can say that?

Cliff

 

I'd say if you have had your MB replaced 4 times you should probably request Dell give you a replacement. If you haven't already just browse through the XPS/SXPS section and read how other have gotten their systems replaced. The big problem right now though for the M1330 seems to be that there is no laptop to replace it with as the SXPS 1340 has been discontinued.

 

I have to agree, that is really a significant problem. I was approved for a replacement right away, for a 1340 about the same time it was removed from the US site. Converting the 'dispatch and approval #' into an actual machine is still dragging, I'm in day 20 and counting and it feels the options are growing more and more unsatisfying. Now they're offering me a Studio 1458 T6600 9400MG, etc. Does not in my view even remotely appear to be "comparable or better" and news of refunds seem to come mostly form the UK (something about different local laws may be?)

I wonder whether I should be tempted by the Studio 14 i5-520M with Radeon 4530. If of course they'll be willing to look beyond the T6600 and it will still be so much heavier than the M1330 and without a discrete GPU. There has to be a trade-off of some sorts, though.

Keep us posted, CliffM1330!!

 

**CLICK THIS NOW LOL**

Use the option on the right in here, explain to them whats up and ask for a replacement. Don't settle for anything worse than your current laptop. Not even one component, you've gone through enough. This may take time, but give it a go.

 

Cliff,

Sorry for all your prob's with your 1330..Been there, done that with my former XPS 1530.. *sigh*. So, I understand your level of exhausting frustration.

Try going this route ~ Dell Unresolved Issues = LINK

Complete the form, with all the information you have, etc. And, someone should get back with you, usually w/in 48 hours.

I think after 4 Mobo's now is the time for Dell to replace your lappy.

Cin...

 

I am determined to either get another computer or a full refund. Ideally, I would simply like a credit. I could then choose what would suite me best. Maybe I should consider a business level machine. I am going to follow the suggested links and see where they lead me.

 

Try to contact this man from DELL:

http://en.community.dell.com/blogs/...ate-limited-warranty-enhancement-details.aspx

I hope that helps ... cheers.