really unhappy with system replacement...

hey all - I posted specs for my system replacement here the other day...
my xps m1530 is being replaced with a brand new xps 15.

so after 3 weeks, I finally received the new machine... and I was so unhappy I packed it right back up into its shipping box.
sure, faster processor, bigger hard drive, yadda yadda... that's all fine and good, but doesn't actually matter to me...
I'm now unable to burn blu-ray discs (this is HUGE, and something I complained about from the moment they told me a BD-RE drive was not available - a BD-ROM is NOT "like or better" - also I had roxio creator 10, which is notably absent, despite being promised)
I'm now unable to import videos from my camcorder
I'm now unable to turn the wifi on/off without going into a menu and changing settings.
I'm now unable to use my touchpad to scroll
I'm now unable to use Fn keys and volume/brightness keys separately and easily.

new machine feels cheap and chintzy and just... low quality... casing seems like it's not on firmly, keyboard is small and cheap feeling, even the "fantastic speakers" sound tinny and cheap - and no good options for EQ settings without downloading something.

new machine is loaded with bloatware, including office 2010 (was specifically supposed to have NO "productivity" software on the machine)...

my old XPS was top of the line and super-cool... I spent lots of time researching all the features of dell and several competitors, and went with the XPS m1530 in good part because of the rewritable blu-ray drive. The new XPS is near the bottom of the line and I'm frankly beyond unimpressed.

overall, the new machine just makes me want to cry/smash it against a wall.

also, nothing was enclosed for return of the old machine, and customer service has been downright awful, so I'm dreading even dealing with them, but I just want my money back at this point, and I'm trying to figure out the best way to make that happen.

 

Wow, it's too bad you don't like the new XPS. Im not sure what you mean when you say you can't turn off wifi without going into a menu and changing settings- there is a wifi on/off switch in the top row of keys. The touchpad is obviously capable of scrolling- with 2 fingers. I know Dell would send you Roxio if you asked for it. And I have yet to hear anything but positive things about the speakers (mine are nowhere near tinny) and build quality. Compared to other systems I have had, there was little bloatware on the XPS. Just uninstall office if you don't use it. And I think you could find an adapter for your camcorder. I do understand your gripe about the BR drive, but Im not sure how Dell is supposed to address this if they don't offer it on the XPS 15. I wouldn't think they would refund your purchase from that long ago, but others have said it has worked for them. Keep in mind you did get use of a system for some time. Personally, I think the XPS is an awesome machine, but everyone has their opinion. Maybe if you spent some time using and exploring it you might find that you like it. Good luck with whatever you decide.

PS- have you checked out the Waves audio panel for EQ settings?

 

Honestly it sounds like that's what you wanted from the get-go and it sounds like you didn't want the XPS-15 even before you got it. I pretty much have to disagree with every point you made about it. But to each his own.

 

I think he meant return shipping labels for the XPS M1530, not the replacement XPS 15.

 

1. u can turn off wifi easily
2. u can scroll with touchpad both one-finger and two-finger
3. really speakers? i used the m1530 b4 and seriously these speakers are WAY better than any other laptops.

 

You need to contact Dell stating you cannot accept the replacement system because:

1) You purchased the old system specifically for the rewritable BR drive.

2) The new system therefore does not meet your needs because it does not have this feature. It is therefore not "as good or better" than your old machine.

3) They need to supply you with a machine that does meet your needs.

4) The fact that the CPU, GPU, HDD etc are all "better" does not mean anything, every component should be "as good or better" in the replacement system (those are the terms of Dell's warranty). Unless specifically agreed by you that you are happy with what is offered.

On a side note I do believe they have been offering the rewritable drive on the XPS 14 in some countries, so it should be available on the XPS 15 soon. Hopefully they will be able to work with you to provide a system that does have that drive.

As nk290 said they should supply the Roxio software if you request it from them.

Regarding your other problems with the new XPS 15 comapared to the 1530 (I have a 1530, my wife has just received the new XPS 15):

"I'm now unable to import videos from my camcorder"
- lack of software? How did you used to to this?

"I'm now unable to turn the wifi on/off without going into a menu and changing settings."
- it is missing a dedicated physical button, however you can press the “settings” key on the top right of the keyboard and turn it off very easily from this menu

"I'm now unable to use my touchpad to scroll"
- already stated by nk290, you just need to use two fingers

"I'm now unable to use Fn keys and volume/brightness keys separately and easily."
- on the 1530 you needed to press Fn + up or down to change the brightness
- on the XPS 15 you can either have it set to just pressing F4/F5, or holding Fn and pressing F4/F5 (again you can set the preference for this inside the settings menu available by pressing the "settings" key on top right of keyboard)
- there is very little that is different in the operation of the brightness controls here, and you have the option of changing it to function exactly as it was on the 1530 (albeit using F4/F5 rather than up or down arrows)

"new machine feels cheap and chintzy and just... low quality... casing seems like it's not on firmly"
- I find the XPS 15 to be a very “solid” machine, it is ugly, but it's solidly built and doesn't feel like it will fall apart
- the 1530 is a much nicer system aesthetically speaking

"keyboard is small and cheap feeling"
- the keyboard is exactly the same size and layout as the 1530, the keys are a very slightly different shape, but it is not smaller. My 1530 seems to have more keyboard flex than the new system.

"even the "fantastic speakers" sound tinny and cheap - and no good options for EQ settings without downloading something."
- The speakers on the new XPS are far better than the 1530 - the best I have ever heard build into a laptop. I don't know how you coped with the ones built into the 1530 if you do not like the ones on the XPS 15
- software for EQ settings was not included with the 1530 either as far as I'm aware
- next to the "settings" button is one for "waves max audio" (again top right of the keyboard), there are some pre-set EQ variables in here, or download a program like you said

"new machine is loaded with bloatware, including office 2010 (was specifically supposed to have NO "productivity" software on the machine)"
- can’t argue with that, but that's no different to any system nowadays really
- you can spend 30 min cleaning it up or a couple of hours to reinstall everything, take your pick

"The new XPS is near the bottom of the line"
- it has very up to date components and is generally seen as a very good system, compared to your old 1530 it is much better technically speaking
- it has only just released so I would call it bottom of the line

It sounds like your main issue is the BR drive, so contact them stating the points 1-4 above and see what they can do.

What exactly is your current issue with your 1530? Would you rather they just repair that for you?

Mine has had to have several parts replaced over the years, most recently a couple of months ago, so it is likely they can still repair it if that would make you happier than the new system.

I understand the 1530 has ongoing issues with the graphics card/motherboard which were never fully resolved, however the repair should last you a while longer.

It is indeed possible they can issue you a full refund if they are unable to meet your needs, however this is always a last resort for Dell.

 

re: roxio, I wouldn't bet the farm on dell actually sending me the software, since I've already had several conversations with dell support about how it wasn't on the order but should be, and was assured that it would be included with my new machine.

I can't help but be hung up on the BD-RE issue... if you look at the XPS 14 and XPS 15, they both come with an 8x CD/DVD burner with dual layer DVD +/-R drive standard. I can't imagine they use completely different hardware for these things (but, hey, maybe they do).
It costs $100 to upgrade to the CD/DVD burner Blu-Ray reader on the xps 15
it costs $450 to upgrade to the BD-RE drive on the xps 14.

so basically, I feel that dell is dishonoring their agreement to replace my machine with "like or better" - and the cost of the difference of this part is $350. That's not small.

The touchpad is not working.
The wifi toggle is not working.
The Waves audio panel does not have "real" EQ settings.
:-/

 

I would put money on it- Dell will send you the Roxio software if your original system had the software. Dell support is really among the best in the PC world, and they are very willing to work with you, as evident by the fact that they sent you a very nice, brand-new replacement system free of charge. Maybe you should just give them a call and actually ask for it.

If the touchpad and wifi toggle are really not working, you could reinstall the drivers. But did you know that the new XPS used 2 fingers scrolling and that the function keys are reversed before boxing it up? All you have to do is press the F2 button and wifi will turn off/on. Don't press FN+F2 as that activates F2, not the wifi feature. The top row of keys is inverted, so that volume goes up when you press F9 etc.

Call Dell and explain your frustration with the BR drive, they may issue you a partial credit or refund so you can purchase an external one. Or you can try to get a full refund, but personally I don't think Dell is obligated to do that.

 

The list of 4 bullet points was extremely helpful, thank you.
I've even asked them if I could have an xps 14 instead of an xps 15 because of the BD-RE drive. they said no. I asked if it was possible to get the BD-RE part from an xps 14 or an after-market part that dell sells. I was told it was not. I reiterated that the replacement would then be unacceptable, since it was not "like or better" by a longshot. I was told that I would love my new machine.

my m1530 has had the mobo/heatsink replaced several times, won't charge the battery, the A/C adapter has croaked at least 5 or 6 times - and we think this is all related to the GPU.... so when I contacted support to get a new ac adapter, they told me I was getting a new computer, even though I'd rather just have my stupid old m1530 fixed. I'd MUCH rather have that than a refund, but since they don't want to repair my old computer and they are unwilling to give me an acceptable replacement, I feel I'm not left with much choice besides asking for a refund. Yes, I realize I got use out of a computer for awhile, but I'm just going by what dell policy says.

and YES, the speakers sound crappy. REALLY crappy.
sure, they are louder than my m1530 speakers, but louder does not equal better. Maybe I just got "lucky" and got a lemon.

and whoever said I was talking about return shipping labels is correct - did not receive those and the packaging provided with the xps 15 is not the correct size/shape to ship the m1530 back to dell. no way am I shipping an improperly packed computer to dell at my own cost.
(oh, and I'm female )

 

go to control panel -> mouse properties -> device setting tab -> settings.. -> and you can select which kind of scrolling you want. one finger, two finger, vertical, circular, etc, or all.

as for FN key, click on the TOOL touch key above your insert key. a screen will pop up, and u can select if u want FN enabled or disabled.

 

Ask them for a SSD or something else to make up the diff,

 

As the people who you have spoken to seem unwilling to help resolve the issue you need to get in touch with someone higher up in the department.

If you contact them again you will probably have to reiterate the problem so just bare with them and go over it once more. When they say they can't do anything ask to speak to someone who has the authority to talk about getting something done.

They may very well not be available at the time but you should be able to leave your phone number and they will get back to you. You can normally give a best time for them to call you as well.

You just need to keep bringing up that you are not happy with the new system and it does not have all the features of your previous one.

If they say they can't do anything you need to let them know why that is not good enough (i.e. because the new system does not have the BR rewriter), don't take "no" as the final answer from them.

They are perfectly able to replace the m1530 with an XPS 14 with BR rewriter.

 

I hear you on the BD-RE problem. It was the main reason for me for purchasing my laptop. I don't believe they offer BD-REs at all anymore on my machine as well (I may be wrong though, I haven't looked into it for a few months).

If my laptop were to die while still under warranty, I'd definitely want my money back, rather than a replacement with no BD-RE. I don't think Dell understands how important this feature is to a lot of (well, some ) people out there. The only other thing I use is Word, but I don't need a $2K machine to do that.

 

Okay, here's the update.
First, thanks for all the feedback guys!
I installed drivers for several things. Now I'm able to change settings on the touchpad, the wifi turns off and on with a single touch (still don't like the shared FN keys - I think it will be a problem with a legal word processing app I use on a fairly regular basis), and (after reinstalling WAVES) I found a basic EQ menu (ie not JUST treble/bass/left-right - real levels) - apparently all this functionality was supposed to come with the computer, but either wasn't installed or wasn't installed CORRECTLY.

Keyboard and general build still feels cheap, and a nose-to-nose comparison w/ the xps m1530 tells me the xps 15 keyboard IS smaller, but I haven't taken any measurements. I keep hitting the optical drive (which doesn't seem to sit solidly in the machine) so it pops open a lot *eye roll*

I did a tech support chat (I prefer to have these things in writing), and they agreed to send me the roxio software (after trying to convince me that there was absolutely no difference between roxio 1.0 and roxio creator premiere 10.3 ) and a waybill to return the m1530 (but no packaging - I'm just supposed to package it myself - eek!)

I was getting nowhere with the BD-RE drive (even with my well put-together bulleted list of points) until I asked if a refund was a possibility.
All of a sudden there was a supervisor calling me trying to retain my business, offering me upgrades I don't really care about (and I stated such). He told me a refund WAS an option, but he wanted to give me other options and see if they would be acceptable.

In the end, I was promised that it would be written into my customer information (as a job ticket #) that I get a free upgrade to the BD-RE drive as soon as it is available on the xps 15 (he said a couple of weeks to a month - which probably ACTUALLY means 2+ months), and he offered me an upgrade of either +2G of RAM or +250G disk space, to be sent immediately.

so, I suppose I'm more pleased with dell than I was yesterday, but... I still feel pretty "meh" about the xps 15.
The lesson I learned? ask for a refund (but only if you mean it). You'll probably get what you wanted... and more.

 

Glad things are looking better for you now =)

About the BR drive, make sure you get that in writing so two months down the line you can prove they said that, just in case..

You have the ticket # written down right? Also might be an idea to make a note of the supervisors name and the date and approx time the call was.

Though I'd actually check the keyboards , they are both 12" across, the XPS 15 -is- 0.5" less high though (4" compared to 4.5" on the m1530) - so there is a slight difference!

 

Any update on the BD-RE situation?

 

Can't you just remove the BD-R from the 1530 and swap it into your new laptop? It shouldn't be too hard to do, unless the 1530 is slot-load. There's not much you can do about your camcorder (which I assume is due to lack of firewire on the new XPS), because there's not even an express card slot for a firewire add-on card (which really blows my mind on a 'multimedia' laptop).

 

The 1530's are slot load.

 

I know not ideal. But what about seeing if they can send you an external BD-RE?

 

dude u are just exxagerating the new xps flaws!
Even i had M1330 and now replaced by dell with xps 15
I was dissappointed wid the design,but the features far outweigh the flaws!
(which shud in ya case but u'r not letting them to)
Just lol!

 

Maybe you should have explored that refund option
I have no regrets going that route with dell on my old m1330 with a upgraded t9500cpu, that $2200+ check went along way on replacing a two + year old m1330

They give 100% refund on priced paid on the full original order.
Minus any local sales tax, yet you could ask for that as well
I considered it rent paid on the use of the xps m1330 for over two years

 

@cyber
believe me i asked for a refund.As i didnt purchase(UAE) d laptop where m currently using it in(india),so refudn was outta question,let alone a replacement.!
So replacement is more than enough!
LOL

 

I believe the only occasion dell will offer a refund is if
your laptop had something special within its original configuration that puts it over the top of a standard replacement offering.
Whereas mine had the +$500 at the time T9500 optional cpu upgrade.
That placed it in a special situation.
I think the OPs with the blueray burner could tip the scale as into a refund as well.

 

I would strongly suggest calling tech support, give them the case number and ask to have the previous notes read to you. Don't ask if it says they would give it to you, just have them read it to you. Make sure it was actually put in the notes.

 

eBay it and buy something else.