*XPS M1730 Problems/Dell Replacement Issues*

I found a solution for this, actually. Since this is a thread with so many people getting these machines new and multiple complaints regarding it, thought I'd share.

Uninstall the Synaptics drivers from the Programs and Features section (NOT Device Manager).

I kid you not, this will fix everything. Mine again feels like my M1730 touchpad. The built in Win7 touchpad drivers support tap-click and "wheel" scrolling, the only 2 "extra" features of the pad that I used. If that's all you use, too, then this will likely make you very happy. No more "jumpy" cursor when you move, and it also defaults to the more sensitive touch so not as much pressure needs to be applied for movement to register.

 

Hello folks. New forum member here. I joined up just becuase of this thread concerning the M1730 issues with the GTX8800M's and SLI. I was hoping to get some feedback before I have to speak with Dell's tech support again.

I bought my son this laptop for Christmas last year. Got it through the Dell Outlet. I also paid for the 3-yr extended warranty, 24X7 in home service, and the "Complete Care" package.

Well my sons M1730 started BSOD'ing just recently after enabling SLI. Called tech support, they remotely logged into his machine, checked the log files, ran diagnostics, and then informed him one of his cards was bad. Of course they initially stated they would send someone out to replace the card until the tech checked and saw the backlog on the GTX8800M's. They then offered to replace the M1730 with a Studio XPS 16. Of course the XPS 16 in no way compares to the M1730 so I told them no deal. They next offered me a refund and I told them I really didn't want that either. I wanted the PC repaired or replaced with one equal to or better than the current configuration. They said they would have to check to see what other options there were. So they called back and said those were the only two options available. I said neither was acceptable. They said they would call back again with a new offer. So now they call back and state they will send a tech out and replace the GTX8800M's with a pair of 8700's as a TEMPORARY fix. They stated they expect to get replacement GTX8800's back in stock by the end of December at which time a tech will come back out and replace the 8700's with 8800's.

What say the forum? Go with this in hopes the replacement 8800's come in, or tell them to pound sand? Should I try and push for an Alienware M17x?

Uncle Meat

 

Uncle Meat, (just typing that makes me a bit squeamish so henceforward you shall be U.M. LOL)

This is typical of the variances within Dell.

Here in Oz one guy had his 4th failure and I my 2nd around the same time. They flatly refused to offer him M17x. It was the same offer as in your situation. Whereas I was practically begged to take the M17x - go figure.

If they refuse you the M17x but offer you a refund this is entirely legal and correct so you can either hint at the M17x or take the refund and run.

Taking the refund and then buying the M17x is a good option as then your warranty is new and not transferred.

 

Don't get too put off by my online name. It's a refernce to Frank Zappa and NOT what probably first came to your mind...

I'm going to ask for a similarly configured M17x or a refund. I have no faith in the replacement 8800's either after reading through all these posts.

U.M.

 

I am in Canada and was offered the Studio XPS16 but I told them that it was not a gaming system, the screen was smaller and that I had dual video cards with SLi so they changed it to the M17x, it was cancelled once and now the new system has been shipped, just have all the information that you need to have a good case against them.

 

Anyone know how much RAM came on those GTX8800M's in the M1730? The tech is telling me now that the 8700M's they want to temporarily replace the 8800's with have just 256MB on them.

U.M.

 

@U.M. I realised the F.Z. connection and it is def' what he was thinking.... ; )

The 8800gtx's by their very numbering designation are higher than 8700's. By their own admission they are a temporary downgrade. So don't even bother getting into a tech arguement just make a clear concise demand for upgrade or refund as in their terms and conditions, not "please accept a lower spec' part" (they will ask you to wait or accept a lower alternative but it is up to you to refuse).

Refer to your states Consumer Protection Laws and tell them you will take it to Small Claims Tribunal or whatever it is where you live.

 

Um..... 2x 8700s is slower than 1 8800 GTX. So uh..... get your refund and run away from dell IMO.

 

My system exchange will arrive tomorrow. I found a nice and honest rep that knows how to deal with this kind of problem. It took them 4 days to build and ship rather than 1 month when i bought it. The dell rep double checked the configuration with me and promised that it would not cause cancelation. and it did. I can see that dell put our old customers first. Overall, i am very pleased with their service

 

Same, my replacement gets here today...very pleased too!

Now let's hope the M17x will blow me away!

 

Well I was promised a replacment card today, 24th November 2009!

A month since my failure...

Nothing yet, the guy at Corporate Escalation Desk is trying to get an answer out of logistics. So I am too high up to get an rep to talk to me and seem to be stuck as CE won't budge till after logistics report back and I highly doubt that they found a 8800GTX lying around just for me...

Any ideas?

Also the unit is 2nd hand, aka brought it from original owner who transfered ownership, apparently refunds go back to original purchasers cards... Is this fact? Also am I entitled to a replacement being a 2nd time owner? the Warranty is in my name and the laptop...

Thanks

Grumpy with broken XPS!

 

Congrats to you, it's unfortunate we can't all have been treated so well.

Day 65, 5 Order numbers later and still no replacement!

 

I'm in the same boat as most of you with the bad vc's, battery charge issue and the cd drive doesn’t work. I talked to a rep on the 11th, they said they wound send a tech out but I also told them bout the other issues so they sent me a box the next day. Got to the depot on the 16th. On the 19th the rep calls and says the cars are on backorder do I want to downgrade? I say no. She then says she can send it back then send a replacement in so I agree. My 1730 was supposed to arrive yesterday but Dell sent it to the east coast for some unknown reason. Today a rep tells me its back at the depot in Dallas and he will investigate what’s going on. He says he has dealt with this type of case before so I’m hoping he will try his best (haha).

To everybody that already received their replacement, congrats! And can you guys pm me your specs, any production issues you had and the rep's info whom you dealt with please? I know I’m going to have to be consistent with dell now after reading all the posts so I’m trying to gather the possible issues and problem free configurations to get if they approve to replace my 1730 with the 17x.

 

@projekt1

They are stalling you. You need to demand NBD service if you wish to get this resolved in your favour.

they figure new cards in Jan so stuff this around for 5 weeks and hey presto we just saved a whole lotta moola.

 

Just got off the phone with the rep. They're going to ship the 1730 back to me and process the replacement dispatch immediately. They said I should receive and email with the order number by sat due to the holiday. They were very hush hush but gave me a "hint" as to what it would be, an alienware.

From here should I sit back until I get the order number or keep nagging to find out exactly what it will be and what it will have?

 

Nothing wrong with asking. Send a polite thank you message to the rep you are dealing with and ask on configuration of the replacement.

 

Okay, maybe I'm impatient, but I gotta figure out what to do here. Like I said in my previous posts, my M17x replacement was delivered last Friday, with only one GPU when there should have been two (a dual SLi config). Even before I got my machine, the escalation rep I've been dealing with said I would get a call from him today (Tuesday). I've left the escalation rep two messages, two days ago, and I never got a call from him.

Should I keep trying to reach him, or wait for him to eventually call? Or fill out another unresolved issues form? What I don't want to happen is have enough days pass for Dell to tell me that since I didn't resolve the issue sooner, that I'm stuck with my replacement as-is.

 

*Update* I called dell back and told them the temporary downgrade to a pair of 8700's was not acceptable. They again offered me a new XPS 16 as a replacement which I refused yet again. They kept telling me it was actually better because it had a faster CPU in it. LOL! So they authorized and are now processing a refund on the M1730 I bought for my son. However I found out they will only refund the original cost of the laptop and not the 3-yr extended warranty and complete care package I bought when I initially purchased the laptop. I was told I will have to file another claim with customer service to get those monies back. I guess the saga continues...

U.M.

 

@U.M. It will indeed have to be a seperate refund BUT it should be pretty straightforward. As b4 remind them of the law.

 

Another Unresolved Issues contact... specify the rep "said I would get a call from him today" and you have had no contact for xx # of days. Also include the rep's contact info in the Unresolved Issues contact. Be sure to state you need a voice call ASAP. Hopefully, this will get their attention as the rep has failed to follow up with you. He might actually be off work (normal days off) - but I would still say give them another form mail via the UI link.

 

I still can't believe that new people with problems, are still having the same customer service issues some of us were experiencing a couple of months ago....it makes me even happier to know I got out of the Dell merry-go-round.
As I said before - keep fighting and don't let them get you down.

I just took delivery of parts for a desktop self build today, purchased with my refund...i7, dual 5850's etc...a bit of a wrench going to a desktop (as I'm moving to the States from the UK in the spring), but the hassle of moving a desktop across an ocean, won't come close to the hassle of doing business with Dell.

Be persistent, but polite. If a rep does not call you back, don't let it slide. Never take a down grade, and sometimes it is worth reminding them how much importance they (Dell) put on customer service and that they are not only providing a computer, but a service as well. It's what you paid for and it is what you are entitled to.

 

I can't even begin to tell you how many times I've left messages on the escalation teams voicemail, they never ever call you back unless it's on the scheduled time.

Even then I had to wait for 2 weeks for anyone to call me.

Day 66 and counting!

 

My system will be delivered tomorrow just got a call from Purolator

 

Well congrats! Can u pm me the specs and the info of ur case owner please..

 

Okay, this does it. I am absolutely furious. You guys are gonna love this.

So, I sent off an Unresolved Issues form right after I read BatBoy's advice, stating the problem, how I received the replacement with only one GPU, and how I wasn't contacted by the escalation rep on Tuesday as promised.

A couple hours later, guess what? I got a call from my wonderful escalation rep. He asked me if I received my replacement; from his records it said it was delivered last Friday. I confirmed that it was. He then asked me if I had sent off my old M1730 back to Dell, and of course, I told him that I had not. He wanted to know why, and I told him that my replacement system was configured incorrectly.

His attitude instantly changed and he started to be very rude and harassing. He told me that there was no error in my configuration--what I received was exactly what the dispatcher had approved for me. I told the rep that this was incorrect. I was supposed to receive an upgrade from my M1730--it had dual, SLi graphics cards, and my replacement system was supposed to have them as well. And I told the rep that multiple times, both through phone calls to customer service and Dell chat (which I have logged and saved, by the way), that I confirmed my replacement system's specs and part numbers, and I was assured multiple times that the GPUs in the system were dual, SLi units.

The rep then told me yet again that there was no error. The system I received was what the "dispatcher" approved, and there was nothing that he or I could do about it. He also told me that he "wanted to be honest" with me and that Dell was not offering the Alienware M17x as a replacement system any longer, and I should consider myself lucky, and most people would consider what I got an upgrade.

I told the rep once more that from the very beginning of my issue, the entire problem has revolved around the GPUs. The entire point of this replacement was concerning the GPUs. My old system had dual SLi units, and I was promised, multiple times, that my replacement system would have them as well.

The rep told me that there was nothing I could do at this point, and he would check back with me in a couple of days to ensure that I had returned my XPS M1730. Otherwise, he told me I would be charged for the replacement system.



So, I am enraged. What on earth do I do at this point? I did not tell the rep that I had earlier sent off an Unresolved Issues form. Do you think he contacted me because of it, or because he was going to contact me anyway, albeit a day late? Should I wait for a response to my first UI form, send off another UI form about what just happened, or buckle up and send off a carpet bomb email?

 

Time to get a new rep involved. He's feeding you BS because that's the whole point of offering the M17x is because it's the only SLI option. Otherwise, they'd be offering the M15x or even less. He likely did contact you after he probably got ed at himself for not following up with you so that likely did waterfall onto you. How to get another rep involved, that's extremely simple. Just use the online chat again. That's "usually" the problem is that there are *too many* reps involved from multiple contacts to customer support. It may even take a try or two to find someone helpful, but eventually you will. Don't stop pushing until you get the SLI. They don't even need to send you a new computer since in the M17x the cards are separate units. A tech can come out and just pop a second one in.

 

Wait for a response, but if you get nothing, I would suggest using a re-cap of this conversation/confrontation with the rep., and e-mailing it to the executives. Remember to mention him by his name and position with Dell.

I mean, after that kind of dialogue, I think the gloves are officially off; you need to let his higher-ups know that he showed no regard for your consumer rights.

Might I ask, again, what part of the world are you situated? Was your rep., from an Indian call-centre, by any chance?

 

Totally agree with all of this. It's their job to stay calm and communicative.

 

First, you really should send back the M1730 ASAP. Its pointless to delay IMO and they will be less inclined to deal with you if you do not send it back.

I would contact the rep you have been dealing with, being polite, request he escalate this issue to his supervisor. Request a call back. Basically, all you really need to do is stick with the SLI issue. Again, being polite (nobody responds very well when they are being yelled at), while you understand he is not in a position to resolve this, you do require resolution and need to speak with his supervisor.

SLI for SLI. Simple as that. IMO the 260M SLI is equal to the 8800M GTX SLI, so do not argue over this. Up to you of course, but that is how I would approach it.

Hope this helps.

 

I'm in the eastern USA. And as far as the rep goes, he's foreign, so I would assume it's an Indian call center. At this point, I suppose I'll get my M1730 sent back and leave my rep a message. However, this is kinda funny because I asked my rep when he called earlier if he received the other two messages I left about my incorrect M17x configuration and he said that he hadn't...

 

@Phlibbit. I would get another rep involved and request a manager to resolve the issue.

I wouldn't return the 1730 till I got Sli. I bet my left teste he has called you simply because the case is still pending. It can't be closed until they get the 1730. So no Sli no case closee.

 

See, that's exactly what I was thinking. But if they're less inclined to help at all until I send the machine back, maybe it's better if it looks like I'm doing everything that I'm supposed to do, so they'll do the same back. But it's not like that's been the case thus far.

 

I am not quite so sure that you should return the M1730 just yet. The reason being that Dell might consider the case closed once the computer is returned. I would believe that this is the case because your rep did not receive any of your unresolved issue emails and they have not called you back. I think you should hold on to the computer, so that they as least have to call you. This whole situation sucks big time.

 

Okay, I broke down and got on Dell chat and told them the whole story. The initial rep wasn't even familiar with the M17x, and at first tried to tell me that the card I had WAS SLi and had two GPUs on a single card. I told him that was totally wrong and explained what the system looked like. Then he admitted he wasn't versed in the Alienware systems and looked up the right info and confirmed that yep--I was right.

He told me that he could see that my case was being handled by another escalations team and that I should wait for their call, which was scheduled for tomorrow. I told him about the call I got today and how I was told that there was nothing I could do.

He said I could talk to his manager if I wanted, and I did. The manager was extremely helpful. For anyone wondering, he told me the escalation team working on my case was from Pasay, Philippines. I went over the whole story with him, and he agreed that I should have gotten the SLi cards, and that was exactly the part that was ordered and listed on my system order. He said that I could either tell my current escalations rep this tomorrow when I get their call, or he would put his escalation team on the case as well. So I took the plunge and said that would be fine. He told me that I should get a call Friday morning (however, the other escalation team is still supposed to call tomorrow).

So I have *two* escalation teams on this thing. So I'm super screwed or I'm gonna get it worked out. The manager also told me that my system was listed as refurbished, and that my replacement was determined on a cost/loss basis, so that may be part of the problem here. Regardless, he said that hopefully, the other escalation team could make me a "happy camper" in a couple of days.

 

I've been in the dell circus since I purchased my xps m1730 in June 2008

My UI post got me in purgatory. I have tried to contact tech support several times and explain the situation. I have no one to contact (I still cannot believe that Dell provided me no contact information) and when I try I get the response that there is nothing they can do. Dell will replace the machine with equal or greater value which is total BS. One dell rep even mentioned the xps 16 which I told him was completely unacceptable.

My last contact with dell was tuesday night when they informed me to contact them in two weeks.

I feel that I have to wait an obligatory amount of time in this purgatory before I can do anything else.

I would be happy like the others if I could simply obtain a refund for both my laptop and the extended warranty that I purchased. I want off this ride! I did not pay a small fortune for a paper weight that I have been advised to not attempt to use!

 

Hi guys I'm been searching a bit and can't find info on my problem so I'll post it here in a nutshell. Had an Inspiron e1705 17inch, dual core, 2g ram, 256mb nvidia 6800, windows xp32, 80gb hd. It failed on me and after a couple attempts from Dell to fix it they couldn't so they replaced it with an XPS m1730 17inch, dual core T9500 2.6Ghz, 6g ram, 2x256mb Geforce 9800 GT, vista64, and a 500gb hd. I was really happy and everything is great except for some pixelation or jagged edges I get on my screen. It's not too much but I notice it the most on gradients and it bugs me cuz I do design work. I've tried driver updates but nothing works. Everything looks fine on my 2nd monitor. Maybe it's the LCD itself? I've had it for about a week now. If you guys can point me in the right direction much appreciated. If not I'm gonna have to complain to dell again. Thanks.

 

?confused?

 

You need to contact Dell Tech Support and report the LCD issue. They will create a service call and work with you.

Thanks.

 

Thank you for the fast response I will do.

 

Why do you have to wait 2 weeks before you contact them again? They should be working on fixing your notebook or issuing you a replacement, one that is the same or better? Can you contact them by dell chat?

 

Sorry about the ordeal, Bloodroses. I can sort of relate to your analogy of Purgatory.

By the way, I don't know how you guys pull it off, but I can never access Dell chat.

 

Yea, something is definitely going on in Dell TS land. I usually get pretty good service but I have been flat out stone walled the past week regarding a system exchange. I talked to a manager yesterday who promised a call back with all the details but that never happened. Now I am being told to check back 10-15days.

I am wondering if the stall is on, hoping some replacement cards will show up.

 

Specs:

8X DVD+/-RW DL,QS,CNB
INTEL CORE2 DUO T9600 2.8GHZ
4GB DUAL CHANNEL DDR3 AT 1333MHZ
1GB DUAL NVIDIA GEFORCE GTX 260M - SLI
17.0IN, WUXGA,LCD,ANW,M17X
250GB 7,200RPM (XMB CACHE) FF ,QS
WIN 7 HOME PREM, 64, ENG,AW NB

I dealt with a Canadian rep who took my order for the exchange I only went by my order number so I don't have a name for you sorry.

 

Same here, I tried hundreds of times, and not once could I get connected to Dell Chat.

As for the stalling tactic they seem to be employing, making people wait a couple of weeks - god only knows...

Just one thing guys, it's great giving advice, but it may help if you at least put your country location in your message. Advice for the UK would be different for somebody in the US etc, just because of the different consumer laws and rights afforded to people in their home country.

 

. . .not to mention, the kind of reps. we get here in UK. Most of the companies have the call-centres in India. Also, the 'purpose of purchase' factor also counts, because people who represent businesses and companies, and purchased the machines through their company, tend to get better support.

 

(UK)

Hi all
I have a very similar problem to you guys, but with an M1710 rather than an M1730. trying to get a replacement laptop rather than a refund though, as for one they seem to offer a rubbish amount, and two because despite jumping through hoops for the past month and a half, I do actually like dells, and when it works the performance of my xps is actually very very good for the specs it has!

The person I have been speaking to does not seem to like replying to my e-mails, and i'm getting completely stone-walled with them.

Does anyone have a contact e-mail for a customer service person that has been helpful for them, and actually received a replacement? if so could you PM me please.

thanks alot. C

 

(USA)Atleast you got an email address, the two techs and my case owner have been extremely reluctant to give me any type of contact info other than their names.. I think others have had better luck though.

 

Great News!

The ordeal appears to be over, my m17x has finally shipped! Due to arrive on Monday.

 

What are the specs? Mine came on Thurs this last week brand new with the alienware hat, mouse pad stickers. Some people have been getting refurbished units.

 

so guys, how did you get past the customer services people?
did you just keep on asking them over and over for a replacement, or did you contact someone in particular or what?

at the moment i'm stuck at them only wanting to offer a useless refund which I really don't want.