Dell XPS M1530 Lemon Design

Hey, so this is my first post. I was going to post in response to the other thread but it seems it was closed a little over a year ago.

Long story short, this is my 4th, yes the number 4-Dell M1530. The first two were sent to us broken directly out of the box, XPS support determined they were broken through the remote access Dell has. On-site service (BancTec) is a joke, they either didn't show up on the scheduled date, or showed up with no parts to replace the broken ones, they even called one time and said they had lost the parts Dell sent them, or they didn't show up or call at all.

Here you guys can read it all and decide for yourself...

The first M1530 was ordered last year, around late February early March, each time we had a problem we were forced to return the computer as a full return because we were told Dell's policy for a replacement is at least three on-site technical service calls over a period of two months. The laptops were finally returned only after on-site technical service failed to do there job on all occasions that they were sent to the house.

Problems with the computer:

First one was sent broken straight from factory with broken hard drive, graphics card, ram not properly working--also a few cosmetic problems (things not properly secured down), touch sensitive controls didn't work either. Bantech (Dell's Reno, NV on-site call service) came to the house to fix the problems, but never showed up for the appointment. Three phone calls were placed both to Dell and Bantech and nothing returned. The following day the Bantech on-site technician shows up a day late and with a refurbished graphics card and motherboard, and I was forced to turn him away because I was on my way out the door for class for the entire day and refused to have used parts in a less then two week old $2k laptop. I was told I would get another call from Bantech to set up another appointment...nothing.

Contacted our business account associate who was handling our business account ( Eric Garner) and told him about the problem who also gave me his group supervisors name, email, and telephone number (Mel Gunn). I tried to contact her and nothing, even our sales associate tried contacting her to get in contact with me and still nothing from Mrs. Gun. The laptop was returned under Dell's return policy and a new exact one ordered by the person who was handling Alisa's business account with you guys.

Second one sent late March-early April with broken graphics card (pixelating all over, green distortion lines across top and bottom), scratch across LCD display, LCD cover not fully attached to computer, LCD hinges where LCD connects to base of computer not properly secured. Scratched LCD from the computer being closed, because of the new hing that Dell uses (pressure aka spring hinge) it creates down forward pressure of the screen onto the keyboard which left little indentation's aka scratches of the keyboard into the LCD.

Technical support is again contacted multiple times, this time remote access is done so the XPS technician can see that the graphics is not properly working which he concluded that the problems I mentioned where correct.

Bantech is called again, appointments setup--technician comes out to fix the laptop, yet when he shows up he has no parts to fix the problems that he showed up the fix. Calling his boss while the technician is at our house, his boss tells him that they have lost the parts (boss an hour later or so called me directly to tell me the exact same thing he told the technician). XPS support contacted multiple times as is Mel Gunn being emailed and called by me, and the Dell associate who is handling our business account--yet no response to me or Eric Garner (the gentlemen handling the business account and person who placed all the laptop orders) who at this point is the only real person actually trying to do anything to fully resolve this issue. Laptop returned under Dell's return policy.

Third one ordered this time different components to make sure we didn't have the same problems, malfunctioning graphics card (same as the second one, green lines across top and bottom, pixelating when ever a program that involves using the graphics card is ran), computer turns off without any notice after 10-15 mins of use, when rebooted it's as if I had shut the computer down myself even though I didn't, so no error log is recorded. Hard drive occasionally starts to make odd noises, again hinge at base of LCD screen where it connects to base is coming up, lower part of the outer piece on the bottom of the screen where it says 'Dell' is not fully attached. Every so often the touch sensitive controls are not recognized by the computer so volume isn't shown. Some weird oxydation showed up in the past two weeks or so, directly above where the hard drive is located. They are black spots in the aluminum that will not go away even when gently wiped away with a computer cloth. Also even with an external cooling device for the laptop the aluminum heats up to almost scolding directly where the hard drive is located.

Again technical support is contacted (which by the way takes an act of Congress to get done because 50% of the time when you call the XPS number that you were given you end up getting Inspiron support) same problems again with Bantech, on site technician didn't show up. When the guy finally showed up (ended up being the guy from the very first computer) he showed up a day late again...I told him this was rediculous he apologized and said he has never seen a customer handled this way ever before both by his company and Bantech. Computer still not fixed because again, university class takes priority. Was told Bantech would call again to set up another appointment...nothing.

Mel Gun is still being contacted by myself, still no return phone calls. I call Eric Garner and found out he no longer works for Dell which means the only person who was ever trying to help me is gone. Finally I'm put into contact with Alan Roper, Mel's boss only after Andrea Vandyke (Eric's former associate tells me he's no longer with Dell). She see's the problem and immediately gives me Alans email to me and forwards everything over to Alan to handle. Alan calls me the following morning after a couple of emails to eachother and we go over everything (45min-1 hour phone call). He then says not to worry and puts me in contact with Aaron Hamlett of the 'Customer Resolution Center'. Aaron sees the problem and does a full exchange on the computer (I have all emails still of the conversations between everyone). So good so far...


Fourth one arrives problems again, this time biometic scannre is all screwy, so XPS is contacted again, told of the problems but refuses to do anything because the warranty hasn't been transfered over to the new system yet. Takes a few days to get it transfered over and I contact XPS again. This time after I tell XPS what has happend and situation going on, I'm told by a condecending technician there's no way that could have happend...well emails from sr.managers, supervisors, associates, telephone calls don't lie...as well as the Dell website confirming that multiple items have been returned and reordered.

I tell Aaron what happend with technical service, I am told he'll take care of it. He set up an appointment with Bantech, I was told they'll call me...nothing...email Aaron again to tell him about Bantech, he notifies Bantech himself to get in contact with me....still nothing. 21 Days go by from when the replacement was received and Aaron notified of the problems (he does his best to help me), yet laptop still not fixed. Nothing more from Aaron

I start to look at Apple laptops through my university because students get a discount, but because of the business account I'm forced to stick with Dell.

Finally the owner of the business account contacts Dell herself ( by this time I'm living down in Las Vegas going through medical treatment for some problems I'm having). Sridhar Gurumurthy contacts me but is told by business account owner that because of medical, part time work and my phone isn't free during the week, to either contact me after 6pm when my phone is free or Saturday (which is the only weekend day he is in). I set up an appointment with him for Saturday in the early morning. I miss his phone call by three minutes because I was in the shower, and call him back...nothing. Following week comes, he try's calling me during the day when he was told by Alisa and myself not to. Each time he sends me an email afterwards saying "In reference to the mail we received at our corporate office, we tried reaching you to discuss the issue and left a message, please provide an alternate number" standard reply I'm guessing since I got it multiple times. He know's that there was only one number. I email him back saying I'll call you Tuesday morning at 11am to go over this--no response back from him. I call him, leave a message nothing. At this point he's just treating me like any other customer, acting like he tried to do something and because I didn't respond back (which I did respond back multiple times) the ticket was closed (closed becase two days later I get a Dell Satisfactory Survey to do about my so called 'service').

Currently Contacted Dell two weeks ago, because I'm still having the exact same issues with Dell. When I was asked by technical support why it's been a while between my last phone call to get this resovled (asked very, very rudely), I explain because of medical problems and having five inch needles stuck into my hip bone because the doctors are worried I have lymphoma and going to UC Davis Medical Center as well as other hospitals because of medical issues and my rare blood disorder, and ton of medical tests and being on allot of medicines--that focusing on my medical issues was a priority at the time instead of other issues that would in no away make me better, or even decrease my stress level. All the computer problem would have done was increase my stress even more.

Since day one, it's been a mess. XPS Dell's premiere brand has done nothing but create problems, and undue stress and it seems no matter who I talk to, in whatever high position they are in, and how many things I forward from there own company showing concrete evidence about what is going on...noone wants to help or do anything about it. The biggest thing is that I could understand if this happend to just one person ordering a computer and thats it, but it was ordered on our business account which we previously ordered over $12k in laptops in the previous four months before ordering mine. And when I contacted sales management again (only people I could get contact info for) about why, especially a business account being treated so poorly-nothing.

Multiple Dell associates told me he has never seen someone have as many problems with there laptop as I have--that may be, but when it comes to the M1530 all you have to do is go to google and type in "Dell M1530 problems" and dozens of threads pop up with people who have the exact same problems as mine. This was Dell's top of the line XPS laptop at the time and it's never worked since day one.

Update:

So for the past four weeks again, I have tried to get this situation resovled even involving a family member who is the Product Marketing Director at Dell, but because of his position and the size of the company, he doesn't have direct connections to get this resovled only friends who have friends.

Again, I'm told once someone from Dells corporate office gets in contact with me(even with the overwhelming documentation between myself and Dell associates, supervisors, managers, sr.managers) only thing that can happen is more service calls, even after all this atrocious behaviour on Dell's part.

Then I'm told I'll get a replacement laptop (which is what I wanted to get away from the M1530 lemon design), so here I'm thinking about time, all these problems are over with...three days later the same guy comes back and says he can't do a replacement only service calls...after he said I could get a replacement. The M1530 is a lemon design...Dell knows it, and I think every M1530 owner knows it who have ever had problems

This is the exact same reason why Dell has been sued so many times and lost to that matter (remember New York State vs Dell).

This is my story of a lemon computer and Dell's refusal to fix the problem.

 

I have not had any major problems with my M1530 (except user-caused! ) so I wouldn't call it a lemon design. Actually the laptop itself is one of the best I have had.

However, I definitely agree that your specific machine appears to be a lemon, and you should have been given a new model (or different model) a long time ago. That would have happened over here a long time ago (due to our strong consumer laws) so I can only say I feel very sorry for you that you havent yet. Hopefully you will get some satisfaction or resolution of the problem soon.

 

After the third M1530 broke within the first two weeks of getting it, Dell replaced it with the fourth (only after a I got a hold of someone who actually understood the situation-the one I currently have), which also had problems, brand new right out of the box. Four laptops now, and they haven't worked right, one after another since day one.

Here's some links for you guys.

http://reviews.cnet.com/laptops/dell-xps-m1530-laptop/4864-3121_7-32778979.html?messageID=2557130

http://forum.notebookreview.com/showthread.php?t=207680

http://www.geek.com/articles/gadgets/dell-xps-m1530-laptop-shocks-users-20080121/

 

I must say I find the fact that the Product Marketing Director has no sway in Dell almost unbelievable. I have worked in Marketing departments in many different companies, from small to large, and anyone with the title "Director" will have some sway; perhaps more so as the Product Marketing Director is going to have some form of relationship with the Customer Relations department.

 

Im not sure why you are linking to those.

The first is a review of one that broke. Fair enough, laptops break, thats what warranties are for. You will find a bad review of every laptop ever made somewhere.

The second is some guy complaining about the viewing angles of the LCD, and the drive clicking. That is pretty normal, quite a lot of laptops have poor LCD viewing angles.

The third is the grounding issue, which causes some laptops to feel a little 'buzzy' to the touch. This is a non-issue, apart from being quite trivia (and seeming to disappear over time) they gave out replacement PSUs to those that requested them.

Im not disagreeing with you, you've had problems and they need to be put right. But I wouldn't describe the M1530 as a 'lemon model' or a lemon design, you just seem to have had bad luck.

 

how many people have bought m1530?
a lot
how many people have had problems with the m1530?
not that many compared to those who bought the laptop

my laptop came perfect... a little keyboard bulge(easily fixable), but everything worked and no scratches

then the mobo/GPU died (blame nVidia... apple 8400m GS has the same problems too)... Tech came out the next business day(after calling for mobo replacement) and switched out... didn't have any problems with the rest of the calls (spilled water on keyboard, hinge broke after friend caused it to fall on the floor, both covered by complete care accidental damage, was replaced by me instead of a tech because those were covered by send-to-depot{could have argued for a tech, but i'm tech savy enough to replace them})

i guess it's a string of bad luck and bad reps... all my dell reps have been good, one even called me TWICE to update the situation

 

Hate to say it, but I agree here. Which office is this guy out of?? Siberia? Seriously, a Director typically reports to a VP. a VP should be able to assist his subordinate by making some kind of call or sending some kind of email.


So to the OP, here is my advice... right here, you said:

This is when you respond with, "NO. You said this was going to happen, now you are giving me a totally different answer. I need you to have your immediate supervisor contact me via VOICE LINE asap. I will not accept this response and if necessary I will escalate this outside of normal channels."

You then follow up with a quick use of the Unresolved Issues link on the Dell home page, mentioning the promise to replace then the change in response... You also provide your current case #.

Once you have used the Unresolved Issues link, you get on the phone with your family member and ask them to put you in touch with someone asap as this is now out of hand and that they should be going to bat for you since the company they work for has just screwed over their employee's nephew/niece or whoever you are...

Bottom line, GET OTHER PEOPLE involved. Don't rely on a single point of contact within Dell Support Department.

Hope everything works out.