XPS M1330- Not a happy camper!

I realize this is my first post and I might not be putting this in the right place. But I need to vent my frustration! I just received my XPS 1330 about 30 minutes ago, opened it up, turned it on and darkness. All darkness. I could barely make out wording on the screen about reading the vista license - but it seriously was so dark that I could not even get past this. I basically have a completely unusable laptop! I would have been much happier if I had had a wobble or whine or lines on the LED or something - at least I'd still be using a new laptop right now while waiting for a replacement. Instead I've got nothing.

I did a chat session with dell, I was able to run diagnostics and could barely make out text in the dark dark background that essentially says the LCD does not work. So, per Dell rep, call customer service and get a new laptop. So, I'm going to call Customer Service now, but I need advice. I'm not a good negotiator, I'm not good at asking for things for my inconvenience or whatever - BUT - I really feel like Dell should do something for me for this. My new laptop is completely unusable. Any thoughts on what I could/should expect from Dell?

Gosh - and I spent all morning going through 37 pages of Flamenko's 'clean install' thread. I guess I"ll be rereading it in a couple of weeks - no way will I retain what I read that long!

 

Before you do anything: is the backlight on the LCD on?

If it is a defective monitor, get Dell to replace your computer, and maybe give you an upgrade while they do so.

 

The backlight (or additional backlight to be technically correct) will be on when you have connected the notebook to the AC power source. My notebook was set to brightness level 1 (both on battery and AC power) when I got it from Dell.

 

I'm not sure - how do I know if the backlight is on? I tried to increase the screen brightness and that didn't do anything. Is there a button to turn on the LCD? Actually - now I can't even get the computer to turn on - I ran diagnostics by holding down Fn while powering on - got the LCD error message (that I could barely make out - but I saw LCD in there somewhere) - got a series of super loud beeps - and now my computer won't even turn on. Ugh.

The Dell 'chat rep' (not customer service rep -haven't called them yet) gave me 2 options: have a technician come out and give me a refurbished monitor (?? what kind of option is that? Have the tech give me a new monitor is not an option just a refurbished one?) OR get a replacement.

 

Hit the Function-F8 and see if anything happens. Conversely, try to increase brightness with Fn-Up arrow

 

I did have the computer plugged into the AC power. I tried the whole Fn+up and down arrows (well, up arrows) for brightness immediately and that never did a thing. I guess it's a moot point now because when I turn on the power button it's blue for about 2 seconds and then just turns off. So I can't even turn it on now.

 

You can request for a replacement and return your existing notebook when you get the replacement. Just pack your exisiting notebook (as it was when you received it) in the original box, affix the return label (that Dell includes with your replacement) and relax!

Additionally once they receive your old notebook, call them up and ask what they can make good for your inconvenience!

 

Thanks. I had tried both of those options before getting into the chat session with Dell. Neither did a thing. I knew about the up arrow thing but the Function-F8 I found from searching on here - but, neither made any change - just darkness.

 

If it were me, I would insist they overnight you a replacement.

 

Can I ask...when you turn it on does the Dell screen come up?

 

Can I just ask, is it the new ultra-bright LED screen, or is it a normal LCD screen?

 

Sorry - I had a blonde moment, too - the computer was actually on - it's just so dark (and quiet ) that I can't tell when it's on or not.

So - turned off and back on - and I have the Vista "Please read the licensce terms" screen - by hitting Tab and then Next and I can toggle back and forth between this screen and a Dell scree that says "Country or region; Time and Currency; Keyboard Layout" - so I can toggle back and forth between these two screens but can't get past that.

 

When you turn it on...does the Dell word pop up clearly and bright? It should be the first thing.

 

It's the ultra-bright, $300 option, LED screen.

 

Oh gosh no - nothing comes up bright - it's so dark that I'm not even completely sure if the thing is on or not - a few blinking lights here and there are my only indication it's on. And then if I strain my eyes I can barely make out the screens I described before.

 

Another reason to stay away from LED backlight LCD. So far as I have counted on the NBR forum, CCFL backlight LCD has hardly any problem.

 

Ok then... its probably a cable loose or disconnected. It is definitely a hardware concern. Call and ask for a replacement if you dont mind the wait. If not, call for a techy to show up and fix it.

 

to be honest, I wouldn't be surprised if its something so simple as just the cable for powering the LED's not being connected!

Cos it seems unlikely that ALL the LED's throughout the screen are dead! If it was an LCD, there's only one (maybe 2) backlights, but the LED screens have LOADS of LED's all the way round the screen as far as I know!

 

Hmmm..interesting. Well, maybe I should talk to Technical Support on the phone then rather than through the Chat Room thing? It really is completely dark - all of it - not parts of it - you wouldn't even realize the computer is on unless you looked really really closely (shoot - I even thought I couldn't turn it on because it was so dark and quiet I didn't think it was on!). And I did order the LED $300 option (and assuming, therefore, that that's what I'm looking at in person right now).

I put in an order for a replacement and they offered me a $100 accessory gift card (was underimpressed with the offer, but they were very nice on the phone). But that will be another 2 weeks....hmmm..I might call tech support and suggest the cable thing you think?

By the way - THANK YOU for all the quick responses! You guys are great!

 

If you have the other system ordered, dont be afraid to call and phone fix it...They will walk you through it on XPS support.

 

get a techy to come round to your house and fix it, he will bring a new screen, and if its just a loose cable, he wont even need to replace the whole screen!

Call DELL and tell them you will accept a repair IF they refund you $100 (dont accept any gift vouchers!), its cheaper for DELL to fix rather than replace an item, so you will likely get your $100 back, and get the laptop fixed by a qualified technition!

And it will also be fixed in less time that it would take for you to get your replacement!

 

I am not confident of the so called Dell technicians. I have seen them breaking up more stuff and creating new issues! Your mileage may vary though!

 

maybe, but IF they do mess it up, you can just call DELL and then get a replacement, but I would at least try the repair option 1st.

And by that time you will also have your $100 refund!

So you might end with with a new laptop AND $100!

 

What a strategy!

 

I guess in the end a repair vs replacement might end up the same - I leave tomorrow and will be out of town until November 29th. I work out of town, but also have a vacation this weekend out of town and Thanksgiving out of town - so will be hitting 4 cities in the next two weeks. They're also sticking with their "technician replacing has to a be a refurbished monitor and not new monitor story" -So, if the cable turns out to not be the problem, I don't want a refurbished monitor. So, I'm starting to lean towards just a new laptop and wait and get it when I get back from work on 11/29. They said they could send a technician to where I work out of town, but the whole coordination of that might just be too difficult.

Anyhow....Instead of the $100, I might see if I can get a better harddrive or some other upgrade instead though.

 

Sorry for all the posts - but just ran the diagnostic thing again - and the specific message has something to with problems accessing the "LCD Inverter".

 

Ah! Didn't realise that! I wouldn't accept a refurb monitor! Take the replacment lappy then!