*XPS M1730 Problems/Dell Replacement Issues*

Strange bit of advice there Logitech...

A better way to make your point is to get this issue out on the rest of www. Of course vote at Ideastorm(link in my siggy) BUT more than just voting tell your story with all the gory details. Also Google it and you'll see this thread is about it.

The more people know that Dell is screwing you/us over then the more Dell will take notice of these issues and act. They've just dropped a couple of places in terms of global sales - you can bet your left ______ that they're researching why.

 

Hey guys, I new on here and I too and having video card trouble with my XPS 1730. I had one video card replaced, motherboard and memory. They told me they would order me a new video card but it will be on back order. I call them back on 10-23-09 and they say the card is no longer available and they put me down for a system exchange. I called them today and they said a computer is being built for me. They couldn't give me an order number, they said it would take 7-10 days before it would be available. I paid $4,500 for this thing and i don't exactley want a refurbished computer, just doesn't seem right to me. A new XPS 1730 or M17x would only be acceptable. Hopefully they will take care of me, I guess we'll see. Thanks James
Quantity Parts # Part Description

1 N386D Processor, X9000, 2.8, 6MB, Core Penryn, C0
1 5120P Cord, Power, 125V, 6Feet, SJT..., Unshielded
8 2864D Screw, M3X3, K SCREW HEAD..., MICROSOFT..., BLACK OXIDE...
1 KX412 ASSEMBLY..., BASE (ASSEMBLY OR GROUP)..., LAN ON MOTHERBOARD..., GIGABIT..., XPS-M1730
1 NX196 Bracket, Support, Side, Metal Hard Drive, M1730
1 YT963 Cable, Flexible Printed CircuitFlat, Hard Drive, M1730
0 01323 INFORMATION..., NO ITEM
1 PY771 PLACEMAT..., GETTING STARTED..., EXTREME PERFORMANCE SYSTEM..., M1730, DAO/EMEA
1 PM318 Keyboard, 101, United States England/English, Single Pointing, Ligurian
1 DT878 Assembly, Adapter, Alternating Current, 230W, Lead Free, Hipro World Wide
1 H6422 KIT..., DOCUMENTATION..., RECYCLE..., NBK/DT, SYSTEM
1 TR114 Hard Drive, 200G, Free Fall Sensor, 9.5, 7.2K, HIT-DOLPC
1 TR114 Hard Drive, 200G, Free Fall Sensor, 9.5, 7.2K, HIT-DOLPC
1 U814G Liquid Crystal Display, 17, Wide Ultra Extended Graphics Array True Life, MULTI-MEDIA..., SAMSUNG..., V2
2 MM332 Cover, Screw, Bottom, Mylar
1 MN465 Assembly, Cable, Printed CircuitBoard, Low Voltage DifferentialSignaling, LIQUID CRYSTAL DISPLAY..., M1730
1 RY946 Card Circuit, Graphics, Physics Processing Unit, 128MB, Notebook
1 MM616 Assembly, Blu-Ray Rewritable Double Speed, Panasonic, M1730
1 XM888 Card, Graphics, Nvidia, IUPGA5C G92
1 F459F Kit, Software, VU32SP1, Digital Video Disk Drive, Multiple Chassis 2005
1 P349D Kit, Software, Dell Media Direct3.5, Digital Video Disk Drive M1730
1 FW331 Kit, Remote Control, Notebook Mobile 2008, Philips
2 Y9540 Dual In Line Memory Module 2GB, 667, 256X64, 8K, 200
1 CW725 Card, Wireless, Internal Bluetooth, 355, Windows Vista Os
1 KG530 Battery, Primary, 85WHR, 9C, Lithium, SIMPLO
1 F086D Kit, Software, Roxio, 10-0 Premium, Blu-ray Disk Playback
1 MK933 Card, Wireless, Minicard, 4965 Most Of World 1
1 MN461 Heatsink, Central Processor Unit, Notebook, M1730
1 XM083 Assembly, Cover, Hinge, Plastic M1730
1 FT509 Assembly, Cover, Liquid Crystal Display, W/CMRA, M1730
1 RW458 Assembly, Bezel, Liquid Crystal Display, XPS-M1730

 

Looks like they are sending you the M1730 as you probably already have figured out. 8800M GTX as well.

If they said it was being built then hold them to it. When it arrives, check the bottom for a nice bright orange label that says 'refurbished'. Keep in mind, if you do not specifically discuss and have them approve a 'NEW' replacement, its going to be refurbished.

 

Nature boy are those the specs of your old machine or of the new one?

 

Good point psy... yeah, those are most likely his old specs. Thanks for the cue.

 

Wouldn't make sense if those were a replacement, refurbished or otherwise; they simply don't have any of the appropriate cards.

I've emailed my case to a guy in corporate who is apparently the person who deals with Alienware replacements in the UK. I'll see where that leads.

 

If a system was returned and the card was not the reason for the return or had gone through Dell's return testing (very basic from what I have read) and passed then yes, it could still be sent out as a refurb replacement.

 

Hmm, I would have thought they'd have leapt at the chance to repurpose any 8800Ms; they could simply slap a 8700M in the refurbished unit instead or something.

 

can you tell me who this guy is please?

 

PMed you with the details.

 

Me too please...i also fall under UK area( would you believe South Africa falls under that area.But please guys keep it professional and provide good reasons

 

Yes, these are my old specs. Not sure what the new build will be. It was custom built and as I mentioned, paid $4,500 for this thing. So hopefully Alienware's in the picture.

 

well, i have given up arguing and am sending in my 1730 to depot, for the 3rd time. every time it comes back to me worse than i send it in, but the hold thing is retarded and everyone in the hold department tells me there is no hold but my rep says there still is... what do you do when you are constantly lied to, ignored and hung up on? it is crazy

 

I think what you say here, just shows how rotten the core of Dell is. If an executive can come out with a statement like that, then there is little hope for an amicable solution - his comment is in direct conflict with consumer law (in the UK anyway). This is born out by the fact, of how long people have already waited without any resolution in sight.

Yet again more evidence of the Dell stonewall/"stick their heads in the sand and hopefully they'll go away" attitude.

 

Hi
Can you also give me the UK Dell email as im in South Africa.

Thx

 

Dell is replacing my XPS M1730 notebook with the following specs:
Studio XPS 16
Bluray combo
Intel core i7-820QM (1.73-3.06ghz)
4gb ddr3 1333mhz
ATI Mobility Radeon HD 4670
320gb hdd
15.6 1080p full hd wled lcd

OLD Specs
T8300 2.4 3mb cpu
2gb 667mhz memory
120gb hdd
Nvidia 256mb graphics card
17 WUXGA lcd

Now I know the new system specs are better than what I had but I am concerned with the screen size and about the build quality of the Studio XPS. Right now the system is in production is there anything you would get them to change?

 

Some dutch dude just let me know that he is the head guy with regard to the replacement issue and that i would have to wait no longer than 30 days for a replacement 8800 GTX SLi GPU ?? Anyone with better info?

 

it is not the same or better, you can refuse and request the same size screen and they have to comply. you may get a refurbished 1730 or a m17x, at this point no one knows what dell is doing, but the 1640 is there first replacement they want to send you. they know it is not on par with the 1730 and definately not a gaming laptop

 

no one knows anything at all, not dell especially. you can believe them or dont, i was told it will only take a week to get my 1730 back from depot and the 8800 gtx are always in stock, so there ya go. it that bs, yeah, probably

 

Thanks I knew that it wasn't the quality of the XPS systems, they didn't inform me that they were replacing the system until I called to get an update on the repair and I didn't find out until today what system they were exchanging it for so I guess I will have to contact them and let them know I am not happy with a system that is less than what I had as far as the screen goes and that it isn't a gaming system.

 

I totally agree.
Dell have realised they are walking a very fine line. The problem is, with all the issues related to the graphics card, you could push that they are not fit for purpose anyway.


I'm at the stage now, that if they were to offer me an Alienware, I would have to seriously think about accepting it...I'm not sure I would want to experience Dell's level of customer service again! Pushing for a full refund, on the basis that their product isn't fit for purpose, is worth serious consideration IMHO.

 

LynxUK - how long have you had your 1730? Also what kind of issues have you had to face?

Jabbok - the default system they will try to push is the xps 1640 flat out refuse it, they will try and say that they will give you equivalent parts and compensate you in other fields for parts they can't match (not same screen they might give extra ram or larger HD).
Honestly I think its a joke what they try to offer.

 

I got my m1730 replaced with a m17x, specs in my sig..

Got it today,
-Second crossfire card is defective (DOA), confirmed with alienware tech on phone, any time I enable crossfire, games have huge artifacts, have tried multiple OS's and drivers.
-Respawn CD included doesnt even work, starts to boot, and hangs there with a flashing cursor
-Reloaded using provided vista premium disc, put apps and driver cd in, and no driver included on CD.. what the hell.. had to go searching for one (thx BatBoy)
-Hybrid graphics can't be used with ATI cards, has to be toggled in BIOS, if integrated is enabled, dedicated don't even show in device mgr, and vice versa so my battery life is under 1:30, where as the m17x's with nVidia's get almost 3:00.
-ATI was orignally advertised as DDR5, guess what, it's not. (DDR3). Confirmed by mutliple AW owners.
I was a refund of my purchase price from dell. I've done the parts changing on my m1730, waited a month for a m17x to show up, and its fubar out of the gate..

Unacceptable.

Thoughts?

 

Thanks I will be contacting them tomorrow as I don't think I should have to settle for less than what I had.

 

I've had mine for 10 months.
The main issues I've had to face, is stonewalling when on the phone with them, and non replies of any emails that I have sent....so far 5 emails sent to various depts and people in Dell for no replies at all.

In all honesty, I try not to get too frustrated with it all, and just try to remember that each non reply I get from them to my requests for resolution, is more weight to my bargaining power when they do decide to get their fingers out of their backsides.

 

Could you send me the same please, thanks

 

I have been a Dell customer for many years now and own many of there products in my business and home. (2 servers and 6 desktops in the business, 4 laptops and 1 desktop at home)

Reported in failure of my GPU (8800m GTX SLI) 3D and SLI modes to Tech support, ran through the usual diagnostics for nearly 3 hours to be told that the GPU is faulty and needs to be replaced. Tech support guy apologises that part is on back order but would be repaired in 5-7 days. Before ringing I looked up the issue and found hundreds of cases of people waiting for the same GPU, some for months! So when tech guy said 5-7days I quizzed him and his supervisor multiple times to confirm the repair timescale, both replied it would be completed.

Next day after a night’s sleep I was still bothered about the timescales relayed to me so I decided to call Tech line again and speak to a manager to try to get resolution on the timescale. After a little time waiting finally got put through, the manager told me that the Tech guys from the day before had no authorisation to tell me 5-7 days and confirmed that there is no ETA on the parts, I reminded the manager that it was supposed to be a NBD warranty and the laptop is a critical resource for me and my business, I only purchased this laptop due to the upgraded warranty to ensure a smooth recovery if a failure occurred how wrong I was !! The manager did not seem to care about the NBD or giving customer service, he was not rude but it was evident he did not really care.

I am lucky enough to have had to no failures at my business but my daughters 1525 did have a HDD failure a year ago, that proved very difficult to get resolved as Dell failed to send the HDD on 3 attempts and the Engineer failed to show on 2 occasions, in the end I completed the work myself once the HDD turned up. I put this poor support down to a one off but it looks like this is turning out again and may be the normal sequence of events. I am due to upgrade my business systems next year when we upgrade the software package to the latest release, which will entail servers and desktops due to needing more power to run. This experience at present is starting to make me consider which hardware provider to use in the future, I would rather stay with Dell as it has been problem free for 5 years but the support given is not helping.

I only reported this in to Dell Tech support on Thursday (22nd October) but already they are lying to me about resolution, this is not acceptable from a large company. I am not prepared to wait for weeks / months for Dell tech to falsify and delay resolution. So what I am trying to find out if there is anyway to actually talk to senior staff with proper decision making authority as if the laptop fails completely (Only 3D and SLI offline at present) I am without a key critical system and will lose mobile working, business and money.

I have sent an executive email but I got a phone call back from Bangalore just repeatly stating the terms and conditions and waiting at least 30days. Looks like Dell doesnt care talking to trading standards, BBC watchdog and Consumerist for advice.

Looks like I`m another one in DELL HELL

 

@ Simon

Yep another perfectly reasonable multi purchaser getting the sheets.

As for pm's you will need to get more posts until you can access that tool. So post away I think it's 5???

 

Ah cool thanks for the pointers Slammin will start postin !

 

At 12 now still no messaging will keep trying

 

Can someone plz give me the UK details as im struggling with Dell customer service, who keep fobbing me off.My case is 3 weeks old now, XPS 1730 Dead

 

If you haven't already, you need to start your escalation via this form:

Dell Euro Web Escalations for Unresolved Tech Issues

Dell USA Web Escalations for Unresolved Tech Issues

Be sure to enter your current case # and be specific in the form field as to what the current status is (no response from tech support, etc.). Once the emails/phone calls begin, document each call/email and continue to Document, Document, Document. Keep a record.

Good luck.

 

I'd prefer to wait a bit before giving out the email address to any more users, as I haven't gotten anything myself yet (though it seems the guy was out yesterday or off ill or something). I also don't want to have tens of people swamping his email at once.

It's also quite possible that unless you've been waiting for an unreasonable amount of time like myself that he would give you the standard "wait X weeks" line anyway.

 

thx BatBoy was not aware that i had to do this.

Thx a lot

 

Form filled out and sent off right now, lets see how long before i receive a reply.
Whats this about waiting the magical 30 days before stuff can be done??

 

It's a real shame to see the massive amount of posts about M1730 overheating and quality in general these days, I hope these things get sorted out for all you folks.

Having been one of the early adopters I didn't really have any problems up until a few months ago - then my machine started to run a lot hotter (and one gfx card was 10deg hotter than the other).

I thought about cleaning it, but couldn't really be bothered until this weekend when I lobbed windows7 on it...

I'm glad I did because a. a massive amount of dust and crap came out of the cpu and graphics fans, and b.instead of idling at 60+ on the CPU and 70 ish on the gfx cards it's down to 35 ish on the CPU and 50 on the gfx cards, and is just so much quieter.

So if anyone (who has had their machine for a fair while) is running hot and isnt sure about whether to take it apart and clean it then I would definitely say do it, its made a world of difference for me anyway.

 

Dells terms and conditions state they have upto 30days to resolve the issue before you can demand action (for UK)

 

I have a XPS M1730 that is about 5 months old and it has a 1GB Nvidia Dual GeForce 9800M GT. It over heated and shut down my notebook. Called Dell and they sent repair man. Sent him wrong parts, then they call me and said was going to replace it with a Studio XPS. That will NEVER happen. I will take them to court first.

My M1730 is sitting on my dinning room table where the repair man took it apart and left it. Said he would be back. This has been 6 days and still there.

 

What Dell forget to mention is that any terms or conditions do not affect your statuary rights as a consumer...namely, Sales of Goods Act.

 

Indeed LynxUK if the laptop is not deemed satisfactory quality then you have direct rights.

 

That happened to me!
I ed and moaned, it took about three months, but their sending me a brand-new 1645 when they finally get built, with twice the ram, 64 bits, a true 1 GB card, and an i7. Unfortunately everything Ive read indicates that the M1730 I had was better for gaming anyway.

 

Jesus I had exactly these problems and they're replacing it with a studio XPS 1645... now I'm not sure if I should have taken that I told them I wanted a comparable computer. .

 

Are you going to accept the 1645, I am in the same boat Dell is wanting to exchange my 1730 for the XPS Studio 16 notebook, the general specs are better than what I had but it is not a gaming notebook and the screen is smaller. I have to contact them to find out what else they will do as the system they are replacing is not equivalent to what I had.

 

That definitely wasn't the smartest move. It seems to be what they try and flog anyone who asks for a replacement; they've definitely tried that tactic on lots of people, including myself.

 

They said there was absolutely no way I could possibly get M17x, because Alienware and Dell are operated separately or something. I took the 1640 but I took them for a ride--they let me design it myself, and I took the liberty of making it a new 1645 with an i7, 8 gigs of 1333 MHz DDR3, and a 1GB 4670. I threw in a soundcard, bluetooth, blueray, the full 16.0in high-def RGBLCD screen, upgraded network cards, and the leather trim option.

I wasn't sure if they'd let me get away with all of those upgrades (my contact put up a little fight but I wrote a very well-crafted e-mail), but I got a confirmation e-mail from their corporate resolution manager that told me the specs I picked out had been approved. That was this morning, and they said that my computer was being built and should be here soon. It probably helped that I told them I went out and bought a Macbook because I couldn't afford not to have a computer in college while they got their together and built me a new one. (I hate Macs, but everyone seems to have one and I'm learning it easily enough).

Honestly, I would have loved to get the M17x, but it didn't seem like I was going to be able to talk my way into that. On the other hand, I seem to have a decent laptop coming. It should hold me over until I get out of college and have the time/space to build a real gaming desktop.

Edit: You may have some legal ammo here that I tried (but failed) to invoke. The warranty specifically states that replacement parts/computers must be "IDENTICAL OR COMPARABLE", and I don't think the 1645 really is, bottom line, it's not a gaming laptop, just one I'll use as such. You may be able to cite that part of your warranty and hope they're nicer to you than they were to me

 

They made it seem like getting an M17x, the closest comparable Dell machine, was not an option. I know taking the 1645 was stupid, but I was literally talking to the manager of their customer resolution team, which is as high as it gets in terms of "let me speak to your boss."

 

There are multiple examples of people getting a M17x replacement for there XPS M1730 dont let them bully you stand firm and say no you want a system of equal or better standard or a full refund and compensation for your wasted time.

 

They tried that on me, and then when they said they couldn't provide such a machine because they weren't authorised to do so, I got them to escalate it; I insisted that there has to be people who can authorise such machines because certain people are getting them.

Not that seems to have gotten any results so far, which is why I've gone directly to a guy in corporate, who I'm still waiting to hear from.

 

Ok, for those of you who have or are planning on taking the comp apart to apply AS5 and stuff let me tell you one thing. It'll be hard to visualize, but there are 3 parts to AS5 for the gpu. The obvious 1 application per gpu. But there's also another smaller area in the middle (chipset or something?) DO AS5 THAT! When I took mine apart, it wasn't thermal paste there. It was just some dried substance. SO dried that I had to use my flat screwdriver and scrape it off.

So that's my guess for overheat and malfunctioning. May as well put nothing in the middle with the way DELL did mine.

 

Up to you if you wish to decide on the 1640 custom or otherwise, I constantly refused it and now i'm getting a comparable M17x, the specs are almost identical to my 1730
sure i don't have all that extra ram and my processor is the same as what my 1730 was but I still prefer it more than 1640.