*XPS M1730 Problems/Dell Replacement Issues*

Did you have to deal with tech support or customer service? What did you tell them regarding the exchange?

 

It took me a month of 1-3 hour phone calls (one every few days) until they finally came to reason

 

Haha, I just phoned Dell and was told I would get a replacement card within a week at most.
I reminded them that tomorrow would be 30 days that they have been unable to repair my laptop, and therefore have broken their own "contract" with me, therefore I would demand a refund or replacement...repairing the computer was now irrelevant.

She told me, somebody would get back to me within a couple of days...I laughed some more...

 

I spoke with Dell tech support and they are going to look into getting the Alienware M17x system that would be equivalent to what I had in the XPS M1730 notebook, they will get back to me within 24 to 48 hours so hopefully they put it through without anymore hassle.

 

Well, last Thursday, I was told I would be getting a new replacement system and to expect a follow-up call on Friday or Monday. I got a call Friday telling me that they were STILL trying to "find" me a new M1730 for a replacement--this is ridiculous. My order was placed on 10/8. Isn't three weeks long enough for that? And I was told I would receive a call on Monday.

That didn't happen so I called again today to check on the status. I was told that my system exchange would be for a refurbished system. I asked why that was--I was told on Thursday that it would be for a new system. The assistant acted like he didn't care and that was just the information he had in his files. And then, he tried to get me to PURCHASE a Windows 7 Upgrade to put on the system replacement--something I thought I was getting the whole time. And then his supervisor confirmed to me that my system would be refurbished and shipped out in 3-4 business days.

Naturally, I called back and asked about this refurbished system nonsense. The nicer assistant told me that no, the system would be new, just like I thought. And I was told the file is still "under review" so they could determine the system replacement's details. She said that I should get an update in 3-4 business days from my last update--that was today. She told me to wait another day or so before checking back again.

GAH

 

For those of you being told you will receive a 1640 - if you have SLI in your M1730, this is your argument. A single card vs SLI has no comparison. I don't care what statement they make, unless they can show the 1640's GPU outperforms the 8700M GT SLI... 'forget about it' and tell them not to even go there if they try this with an 8800M GTX SLI or 9800M GT SLI setup.

Refused... next management level please.

 

Listen to BatBoy he knows what he's talking about, also this was one of the arguments that I used to enforce my position.

 

This is what I told the Dell rep today that my screen was a 17" WUXGA and that I had the graphics card with SLi and that the system they were exchanging it with did not have this but the Alienware did.

 

I used the following to get them to quickly narrow the list of possible replacements down to one:

1. SLi graphics.
2. RAID 0.
3. 17 inch screen 1920x1200 resolution
4. Customizable lights
5. Logitech gaming LCD
6. Keyboard with numberpad
7. The fact that the 1730 was marketed as a gaming laptop
8. Backlit keyboard

Worked like a charm

btw, I did not specifically mention wanting the Alienware. I waited for my rep via Dell chat to come to me asking if an Alienware replacement would be acceptable.

 

9. Extreme processor! (for some)

 

Exactly Zath. There is NO need (and will most likely hurt your case) to bring up the M17x. Let them figure this out for themselves using their own policy...

replace with a comparable product

So as Zath mentioned:

SLI vs non SLI
RAID
Screen Size

These are your 3 main points

 

you should only need one point, but dell has gone a bit insane lately...

 

i have been experiencing lots of problems on one of my xps's for months now. Finally got irritated enough to look this up. I have 2 XPS's same identical specs as listed below

Im not sure what exactly is causing you all to get the run around but i was told my card would arrive tomorrow morning, directly to me so i can replace it myself. Granted if it continues to constantly lock during games im going to gun for a replacement as well. I use one for development work and one for personal gaming so as i have one still working i dont want to mix business and gaming on them.

Assuming my card does arrive on time and you all are still getting the run around im happy to use my warranty to help you all swap out your parts. I paid for the i break it they fix it warranty for a reason. Corporate status doesnt hurt either.

1 J992D Processor, T9500, 2.6, 6MB, Core Penryn, C0
1 YT963 Cable, Flexible Printed CircuitFlat, Hard Drive, M1730
8 2864D Screw, M3X3, K SCREW HEAD..., MICROSOFT..., BLACK OXIDE...
1 5120P Cord, Power, 125V, 6Feet, SJT..., Unshielded
1 KX412 ASSEMBLY..., BASE (ASSEMBLY OR GROUP)..., LAN ON MOTHERBOARD..., GIGABIT..., XPS-M1730
0 01323 INFORMATION..., NO ITEM
1 NX196 Bracket, Support, Side, Metal Hard Drive, M1730
1 PM318 Keyboard, 101, United States England/English, Single Pointing, Ligurian
1 DT878 Assembly, Adapter, Alternating Current, 230W, Lead Free, Hipro World Wide
1 PY771 PLACEMAT..., GETTING STARTED..., EXTREME PERFORMANCE SYSTEM..., M1730, DAO/EMEA
2 Y9540 Dual In Line Memory Module 2GB, 667, 256X64, 8K, 200
1 FW331 Kit, Remote Control, Notebook Mobile 2008, Philips
1 JN570 Case, Carrying, Nylon, Back Pack M1730, Swiss Gear
2 MM332 Cover, Screw, Bottom, Mylar
1 NG409 Kit, Cable, S-VID, Component, SonyPhillips Digital Interface Format, West
1 WT611 Hard Drive, 200GB, Free Fall Sensor, 9.5, 7.2K, SGT-GAL
1 XM888 Card, Graphics, Nvidia, IUPGA5C G92
1 U814G Liquid Crystal Display, 17, Wide Ultra Extended Graphics Array True Life, MULTI-MEDIA..., SAMSUNG..., V2
1 MN465 Assembly, Cable, Printed CircuitBoard, Low Voltage DifferentialSignaling, LIQUID CRYSTAL DISPLAY..., M1730
1 TJ965 Kit, Cable, S-VID, Sony Phillips Digital Interface Format Mobile 2007, West
1 CW725 Card, Wireless, Internal Bluetooth, 355, Windows Vista Os
1 F988H Kit, Software, Dell Media Direct, 3.5, Digital Video Disk Drive, W1, EXTREME PERFORMANCE SYSTEM...
1 GY604 Assembly, DVD+/-RW And BD-ROM M1730, Panasonic
1 RU227 Assembly, Cable, Video, Digital Video Interface, HIGH DEFINITION MULTIMEDIA INTERFACE..., Inspiron
1 WT611 Hard Drive, 200GB, Free Fall Sensor, 9.5, 7.2K, SGT-GAL
1 XG528 Battery, Primary, 85WHR, 9C Lithium, Sanyo
1 RY946 Card Circuit, Graphics, Physics Processing Unit, 128MB, Notebook
1 T118F Kit, Software, Mcafee, 9, Compact Disk Drive, English
1 P005H Kit, Software, Roxio, 10.2-0, DellEdition
1 K257H KIT..., Software, VHP32SP1A, DigitalVideo Disk Drive, Multiple, 5
1 H6422 KIT..., DOCUMENTATION..., RECYCLE..., NBK/DT, SYSTEM
1 J8461 Assembly, Cable, Video, Lead Free
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

 

The appropriate parts aren't in stock and are on permanent backorder, and you get stuck in an endless loop unless you escalate it. Getting an equivalent replacement is impossible, and an upgraded card is impossible without a brand new machine, since the 200M series do not fit in a M1730.

I'm not particularly knowledgeable in Dell part numbers, but it seems that you've got 8800Ms. So either you won't receive a card after all, or you'll get a downgraded set, probably the 8700s.

 

Well i will update you all tomorrow as to what happens. As the head of IT for my company with all the purchasing power i weild here. The last thing they want to do is me off or i will just GO HP for the up coming upgrade and i will let them know that. thus far however they were curteous and helpful. Not many questions at all. They usually never question me ( think thats notated on the account after all my ing at them over the years ).

Do you all have next day uber warranties? Im wondering if you all dont and i do maybe there is a cache of them for the special warranties. i mean my warranty is still good for 1100 more days. This laptop has a lot of me ing at them left in it. It would be intelligent for them to just do as i ask instead of giving me the run around you all are getting.

As i said assuming i get my card tomorrow and it is correct. I would be happy to invoke my warranty and have you all ship me your bad card and i will forward out the good card. ( only ask that you pay shipping ). Always willing to help out fellow gamers.

 

I've got 2 extra years premium next business day on-site support myself. I'm pretty sure everyone here in this thread is also under warranty.

Dell were pretty helpful the first time I rang them up, with the service call being booked for 2 business days. Then that got delayed. And delayed. And then delayed some more. 6 1/2 weeks later, I'm still waiting, and apparently support didn't escalate my ticket further, which is yet another lie.

I don't know if there's conflicts on their system, or if the techs just make stuff up, but when I raised my support ticket there had been people waiting for the card for 2 weeks before me. I was still initially told they had them in stock. As I said, basically the chances of you getting the right parts are none whatsoever.

It would be intelligent of them to solve all of our issues really. We're not budget customers on the cheapest machines you can buy; we're all using a premium product here. But that hasn't stopped them trying stuff on us.

 

oh, well thanks for that update. looks like im going to have to hand them thier tomorrow then. Here is to hoping they make good on it and send me my card. At least i have a spare, They dont need to know that though.

I will keep you all posted. and you all do good work here. Gamers helping Gamers is a good thing keep it up.

 

I would be extremely surprised if you got your GPU on time like they told you. I myself also have a Complete Care, NBD warranty and was told exactly the same thing. And it's been about 7 weeks since I first informed Dell about my problem.

 

Hmm, got a response from the guy at dell at last. Said the records indicate that I've been talking to a certain person who I've never had any contact with, and that this particular person is my best bet for dealing with this.

Yet another person to chase up.

 

gave em a ring today tech manager said i would definatly get my cards in the next seven days which is funny because that`s the 5th or six time i have been told that . he then said if i did not recieve in the next seven days he would escalate my case which is also funny as mine has been in escalation for the last 2 months. In the meantime i`ve been out and bought myself a new desktop so im ready to go all the way with these jokers

2months + still waiting

 

see thats where i am. I have another xps so technically i can go all the way myself.

Just curious, are all your warranties consumer level or business? im wondering if my corporate status plays a part. Because my other xps ive replaced vid cards 3 times now earlier in the year and it was always on time.

Im kinda rooting for your all to be right. Not sure why but i kinda wanna pick a fight with them. Partly because i want a alienware but mostly because i think what you guys are getting for service is BS. I hate that crap.

On the warranty front. If you have NBD warranty and complete care and all the fun stuff. How can they not abide by that. What is the excuse they are giving that allows them to delay it. Isnt NBD as simple as that NBD? if anyone has a copy of the warranty text id like it. Any tips as far as what to point out to them would also be helpful.

 

click here for next business day description its worth the read.

 

lol, I like the letter it certainly explains Dell NBD warranties well, but to be honest 23days is not long enough if you have a M1730

 

I just checked the status of my notebook and they canelled the XPS Studio 1640 and have order the M17x the specs are as follows:

T9600 2.8ghz
17" WUXGA LCD
4GB DDR3 1066mhz
250 GB 7200rpm hdd
1GB dual Nvidia GEForce GTX 260M - SLi
8X DVD
Win 7 Home Premium

 

@ Jabook

How long did you have to wait until they decided you will get a replacment ?

 

hey guys. i just called them back. I told them i was notified of a delay. They said yes the part is on back order until jan 11, 2010. An Imediately offered a replacement.

They said they dont know the specs for the replacement. Informed me they could notify me after it was ordered. I said BS and asked for a manager. she informed me the manager wasnt in today. I pulled the Im a big it manager guy with a quote in hand for 50 desktops that im about to take to HP. Needless to say im waiting for a manager on hold ATM.

 

Correction. I have been informed by the manager that it will likely be an alienware and that it will be expedited as i am a corporate customer. They will contact me regarding specs within a day or two.

 

im confused. I didnt have to contact execs. I talked to 1 guy that ordered the part. one lady that verified the delay and offered me a replacement. and a manager that confirmed my specs all but garauntees an alienware.

I didnt even wait 6 hours. How are you guys not making progress on this? Want me to call them for you?

 

Just spoke to Bangalore they confirm the delay and dates on GPU not until 01/2010, talked about replacement system of equal or better spec. Customer Relations calling back tomorrow to get specs agreed, seems like we are winning the battle at last.

I would advise all to call them while they are being generous.

 

Posting half to subscribe and half to let you all know I'm in the same boat. Secondary GPU in my m1730 SLI system crapped out and blue screens my system whenever SLI is enabled.

First contact 2 weeks ago stated my 8800M replacement was ordered and would receive it in a week or so. Received automated call the next day stating card was backordered. Called, was told they'd order the 9800M "upgraded" card instead (same card really unless they tried to order the GTX). Same deal, next day I called on my own and was told it was on backorder also. I called BS on them and they offered a system replacement of a Studio 1330.. I LAUGHED. My system is WUXGA/RAID0/SLI and I was flat out blunt in that they had no current XPS system that was an adequate replacement for my system (I knew already that the m1730 is discontinued).

After speaking to a manager they finally offered me a m17x replacement system. They couldn't give me any specs and said they wouldn't be able to until the system actually shipped out. They guaranteed all parts would be equal or better than my current system, but I'm skeptical what corners they're going to try to cut so we'll see what I get. That was a week and a half ago though and my exchange reference number still shows the system as only on order and not even being built still.

Has anyone gotten a replacement system in any timely manner? At least my system is usable currently in single GPU mode for basic work and surfing.

 

From the time that I sent it to Dell for repair to when they decided that it would be replaced was 1 week and then another day for them to switch it to the Alienware notebook instead of the XPS Studio 16.

 

Yeah, we already agreed upon the system exchange. That took a few days. Now I'm stuck with a Dell exchange reference # but no order number. Did you actually receive your replacement system? If so, how long did that process take? Also, I heard that when the order finally does go through that it shows up as a regular system order tied to your account that you can just log in and see. Is this true?

 

Mine is currently showing in production the ship date says Oct. 29/09 but I doubt that it will ship tomorrow.

 

I do have an order number, I can access it when I go into my account status and that is how I found out what the specs were.

 

How long did it take you to get that order number? They told me 10-15 days to even get an order number. I've been told that more than once. Doesn't seem right to me?

 

One day, as I talked with them on Tues. told them that the notebook they were going to send wasn't equivalent of what I had, the Dell rep said he would email the exchange dept. and get back to me with 24 to 48 hours with an update, I checked my order status this morning and it was the same, I checked it a couple of hours later and they had cancelled the original order and had ordered the M17x which had the order number.

I am not sure why they are telling you 10 to 15 days for an order number it will be issued as soon as they put the order in, yesterday he gave me a dispatch number to refer to if I had to call them. Do you have a dispatch number?

 

Not that I'm aware, the only thing I have a this "exchange reference number" that starts with 120xxxxxx. Now I'm really concerned and think I should get them back on the line because that was Monday and I still see nothing in my order status on my account.

 

Hah, that's if you win the lottery on getting someone decent to deal with my friend.

I checked my response again and it seems that my email has been forwarded on to the right guy. Still, even if he calls tomorrow that's 4 business days + an email instead of the 1 business day I was told.

Congrats to those who have managed to get replacement systems. It's even more infuriating when they are actually giving replacements out after relatively little hassle for some.

 

They gave me 10-15 days as well. I stupidly listened to them and called on day 12. I got an order number only to find out it was for a Precision workstation. Enraged, I contacted Dell Chat, was offered an M17x, but told that I needed to wait 10-15 days to find out.

Two days later, I was able to look up the order info. Guess what? Wrong processor!

Long story short, between waiting 12 days for nothing, then waiting 5 days for them to figure out what to do about the processor, then waiting another 10 days for the new system to be built, I spent about a month in limbo. Fun times.

I'm currently sitting with 2 M17x's. Think I'm going to overachieve and send the other one back right away?

 

I am still waiting to get my order number for my replacement system. This is the 9 day. They told me i have the dispatch number and customer but no order number. I hope i will get one tomorrow or soon.

 

FINALLY got someone that knew what they were doing in Dell Chat. They were able to find the order number, the problem was that somehow I have an additional customer ID attached to my account now for this system instead of the customer ID I had had in the past. That is why I could not see the order. Now that I have that customer ID associated, the order shows now and it is "In Production". I'll keep you all updated as this progresses.

 

I've been waiting for 7 weeks since I first called about my GPU problem. They eventually offered me a system exchange and processed it on 10/8. They told me it would be 15 business days to receive a system on my doorstep.

...That's tomorrow, and I haven't heard anything.

I'm STILL waiting on them to decide what system to send me; they're telling me that they're looking for an M1730 for my replacement, which is total BS, in my opinion. I'm waiting until tomorrow afternoon and then calling them, wondering why in the hell my replacement system isn't on my doorstep.

 

UPDATE Back to Dell Hell !!

Senior Customer Services Manager rang to tell a completely different story, back to wait 30 days then see, complete idiots at dell time to change hardware provider tbh, and send this to the lawyer to deal with.

 

Bad luck mate.

I've gone over 45 days now, so don't expect them to be helpful even after 30 have passed.

 

Sorry to hear this mate.
I can confirm that the 30 days has little effect. In all honesty I am in agreement with you, as the only option Dell leaves open to us is to fight for our rights in a court of law.
I have basically got to the stage of no longer trying to work with these incompetent fools and letting a solicitor act on my behalf.

 

Well as much as i would like to , thus far they are supposedly taking care of me. Ill call back today to see if any progress has been made. I have all the IDs and names of people i talked to.

shame we as consumers cant send Dell to collections for what we are supposed to recieve from them. They can do it we dont pay, why cant we do it if they dont provide functional equipment?

 

Update again, Senior Customer Care Manager rang again and confirmed that I will be getting a replacement system or equal of better grade than my original M1730, now we are getting somewhere at least feeling more positive about the whole issue now.

 

In other news, given Dell's inability to escalate stuff I've filed a complaint via the unresolved issues form. Yet another lie to add to the list. I'm sorry Dell, just that when your reps assure me it will be escalated ... I expect it escalated.

Useless people.

 

OK maybe i need to re-read these forums. At which point do we get to know something about our replacements?

thus far i have been told "Agent (LIBx Jennifer ******): "Thank you for waiting. The replacement was processed, your dispatch # is 120******. Your service request number for this issue is 8********."

Does any of that get me anything in this little waiting game?

 

yeah, it seems that the reps now just make up things up... it is bad when they are stubborn, or just stupid, but when they lie.... that's just not acceptable. i get hung up on nearly every day and lied to pretty often lately. the only thing i can do it hire a lawyer. already filed a bbb complaint which didn't seem to do a thing. very frustrated