End of the Dell adventure for me

I bought my m1530 about 3 weeks ago and was lucky enough to get an LG screen 1440x900 WXGA+ (which seems common though). I noticed after 1 week of usage that a line of 10-15 dead pixels appeared in the upper left part of the screen (can't miss it, it's big and it's where you look for menus/browser tabs all the time, and yes, I did massage the screen and flash bright colors at it, those are really dead pixels). On top of that, I have a very noisy HDD and the infamous high pitch noise problem arising from eletrical disturbance with the mobo. So after calling tech support, I got my box the day after to send back my machine (I remember the tech on phone said 10-15 dead pixels is quite a huge problem).

Received my laptop today... they have changed nothing. The paper with it says: *After performing numerous functional tests, we have found no faults with your computer*. I'm shocked... If 10 dead pixels all in a row on a 2k$ laptop is nothing to them, I can't believe what it would be like for a more subtle problem. I'm no special customer and I was polite and patient on all of my calls with tech support. I called 2 days ago to get an update, and the tech on phone told me he *couldn't give me an update on the repair status*. I understand now, he knew nothing was done, so he avoided the flaming. That's actually quite comparable to a direct insult of Dell telling me I see problemes where there are none. I've been playing with computers for about 20 years now and I think I know when a screen is bad or not.

During the repairing phase, I've got no update, no email saying they've received my system and when I called to run after tech support, the denial and *impossibility* of giving me any details on MY laptop is quite frustrating.

It's a shame, I was thrilled with this machine. I know I'm probably one of the unlucky out there. I'll make sure though to pass the word around and try to discourage people of buying Dell as this is by far, the worst customer service I've ever received when it comes to computers.

The adventure ends right now, I'm in my 30 days total satisfaction and it's going back to Dell on Monday.

Oh and btw, be careful if you exchange your WXGA+ screen on your m1530, you might end up with my screen that will be refurbished with 10 dead pixels, after all, Dell said it, it does indeed have no problem.

 

Um........sorry?

 

good for you. i don't understand all these people that keep getting 1, 2, 3, 4 replacements when they obviously weren't happy with the first one.

anyways, dell replaced my notebook with only 1 stuck pixel with zero hassles. the replacement was perfect.

oh well.

 

Bummer....I'm really sorry.

But I don't see the reasoning behind this?

If you know that you are one of the unlucky ones, why are you discouraging people from buying Dell just because of that?

I could understand if you thought Dell service in general was screwy, but if you admit that you are probably just one of the special few......???

 

Well, a quick look at this forum clearly proves him wrong.. Dell sending back the laptop without repair, screwy LCDs, high-pitched whine, noisy HDD - all problems that seem to be pretty common.

Although most of the people are happy in the end (some after 1-4 replacements), it's a shame that Dell is having these QC issues. I was planning on getting a M1530, but unfortunately I will not have enough time to deal with customer support and several trips through the repair process :\

 

Which country did you buy your dell from? Some countries are better than others

 

My laptop had a lot of backlight bleeding and the grainiest screen, and a slightly buggy DVD drive, so I called Dell, and they did diagnostics to test the screen. In doing that, they found the DVD drive was failing the tests. So they replaced the screen and the drive.

The laptop was also slightly unstable, so they replaced the entire shell of the notebook. I used my computer for 1 week, and it felt slow sometimes, then normal at others. I did a diagnostic test myself and found that the fan wasn't reaching the higher speeds. They brought a new fan, heatsink and graphics card.

Turns out the fan hadn't been reconnected after the first repair, and that led to the slowdown issues. They still replaced those components though.

So far, so good. Everything was dealt with quickly and without hassle. I cannot fault Dell UK.

 

Pretty common amongst how many people? Like 200?

 

People base the views on this forum as a good sample of dell customers. this is simply bad math.

Very Very few people are going to post "Got my new dell, Love it. That is all"

People post when they have problems and need advice/a fix. so obviously on this forum you're going to see more people complaining than raving. This forum is most likely home to less than 1% of dells overall customer base.

I don't really take all of the talk as fact. considering all the talk of CPU wine/HDD noise/audio jack noise/backlight bleed/grainy screens/etc. i still ordered and got none of those problems. and i've ordered 3 different computers.

Obviously everybody has a different situation and experience. You may have had a bad customer support experience, but it's unfair to say that everybody will have the same experience. You may have just gotten a bad support rep.

anyways, good luck with whatever laptop you end up with. just know that if you have problems after buying from some other companies, they wont be as good in the attempts at repair and refund departments.

 

Your post pretty much sums it up. When I was talking about the *unlucky ones*, I meants I know I'm in a minority. Or let's rephrase it: Most probably deal with the same problems I do but are not as demanding as I am. I am looking at details and yes, I expect a lot from my purchase and I'm 100% aware of that while probably 90% of typical laptop buyers out there just want their machine to *work* when they hit the power button.

As for your last statement, well it's pretty hard to beat doing nothing at all in terms of repair and replacement. The problem was simple and I was very straight forward: Dead pixels in the upper left part of the display. Open up a white page, you can't miss them. My grandmother who is absolutely not knowledgeable when it comes to computers and have not a very good eyesight spotted the line of dead pixels right away... It's an obvious problem.

I called tech support 2 days ago like I said and now I understand the technician who I spoke too simply wanted to avoid the potential flaming arising from telling me everything was ok according to them. Could have just faced the music and told me:*We haven't found anything faulty, can you re-explain the problem so we make sure we found what is not ok?*

On an economical point of view, they lost money. Not because I'll send it back now, but because they paid for a repair shipping for nothing. They knew if I was sending it back, it was because I was not satisfied (even with them acknowledging there was a problem or not). Even if I hallucinated those dead pixels, by not changing anything, they knew I would not be satisfied. How hard would have it been to swap the screen with a refurbished one? If they think my screen has nothing, why not swap it and throw it in the refursbish pool? I'm claiming obvious dead pixels, how much worse, if you compare, is it than just sending back my laptop to get a screen exchange because I want an LG and not a Samsung? If they can swap screens for esthetical reasons while both LG and Samsung are *working fine*, why not swap a screen for a problem above a personnal trend satisfaction ie: BAD SCREEN with dead pixels aka a clear fault?

That's where I don't follow.

 

I'm in Canada

 

Obviously. Which is why I'm not comparing the amount of complaints vs. the amount of people claiming to be happy with their purchase; I'm comparing the amount of complaints (and their severity) with those of other manufacturers.

Of course. Most manufacturers have build quality problems once in a while. But you can't deny that Dell is having problems with the 1680x1050 screens, or the whine in (at least) the m1330. These are recurring issues, and except for Dell's "new LCD quality check", they've been going on for a while without Dell doing anything about it.
It's one thing to have a defect, send your laptop for repair, and get it back fixed. It's entirely different to have to send your laptop in multiple times, until you (hopefully) get a non-grainy screen.

 

You are right, but please believe me, I've been anticipating the for weeks the moment I would own my m1530 with a clear format and I could have posted here: This machine is simply rocking. I know most don't do it, but I would have done it the same way I'm posting now because I'm unsatisfied in all fairness.

Not trying to get any pity and say Dell only sends ****ty computers. Like I said, it's pretty hard to compare people's satisfaction considering we do not have the same tolerance to problem which is all subjective. Maybe somebody else will get that screen, see the line of pixels and say: I'll deal with it. For me though, it is unnaceptable and I know for most who post here, it would not be either.

I'm just being fair and explaining both my adventure and unsatisfaction. People can do whatever they want with it.

 

It would really help if more members would at the very least put what country your from in your avatar. It's not like they're gonna find you... or maybe just to0 lazy to take the time to do it?

 

Well I keep hearing those that say only the ones that complain post here. This site does not represent the truth in dell build quality etc.. But I have to say, that since I have been monitoring this forum since June 07, there have been quite of few folks that have gone through more then one replacement. Myself included. First 1420 with a cracked lid and second with a truly dreadful AUO screen that looked like smeared vasoline/sparkle that could be easily be seen from across a room. That was what I received after Dell promised me another SEC screen.

For me, its the trend of multiple replacements that sends red flags. HP sells zillions of notebooks as well and they do have their share of electronic failures. Those are harder to control in laptops. But fit and finish, generally build quality and screens is where HP seems to do much better. I know Dell offers more HI res screens but it seems they have no quality control on all their resolution offers. Whereas HP clearly has much better control on their screens. They usually look really nice.. mine does. I really think Dell speakers are terrible as well. I always had to hook up my creative travel sound speakers when I briefly had that 1420. But I have no issues with the altec lansing speakers on HP's.

I miss my ruby red satin finish. But the rest of it looked cheap compared to HP designs. I agree with the OP and many others that Dell has too many issues with fit and finish, screens and build quality. These are things that Dell has more control over. When you add the build quality issues with the normal electronic failures that these machines have then you have a bigger problem.

I'm thinking that most of the issues effecting assembly is during reworking. Dell makes some nice/small cases and the ones that probably have no build issues are the ones that pass final test 100%. Those that fail go back to get reworked by someone. At which point your taking apart rather then putting together. If anyones every worked in manufacturing you will know its harder to take apart stuff then the initial build. Sure if your taking apart your own system your going to take your time doing it. But the guy reworking in Shanghai is thinking numbers.

 

Sucks for you dude.

I found a stupid little hair beneath the screen and they ended up replacing that for me. I think you better give them another call... sound angry.

 

Next call will be crucial, my 30 days ends on the 23rd. If I decide to give it another shot, I'll be past that 30 days. That being said, I also think the CSR should offer an extension of that 30 days considering I haven't been able to use my laptop for roughly 10 days (from feb 6th to today) or at least, offer a replacement and the possibility to use it for a couple days. But then again, even if they send me a replacement, now they got my afraid of their warranty. If they can't see a problem as obvious as what I have, what will happen if in 6 months some minor (still bugging) problem arise? The last thing I want with buying a laptop considered as *top quality* with a 3yr Complete Care service is to have to fight to get my laptop replaced/repaired/taken care of... I'll keep you updated on how the call with CS goes.

 

What warranty did you buy with your 1530?

 

Personally, when I received my 1420 replacement with the worse grainy display I have ever seen, I immediately went on Dell chat and canceled order and boxed up original and replacement and they were gone by 9AM the next day. For me, I can understand a initial problem. But when dell screws up a second time on a replacement then its just a waist of time. Like yourself, I was worried about being stuck with a lemon. I did not trust dell with any kind of verbal guarantee or email notification of extending my 21 days. The way I felt is if it comes to that.. its better returning/refunding order and just order a new system. Thats the only way you know you won't get screwed. I would not feel sorry for dell about doing that since its their own fault on not making sure their replacement systems are visually perfect. But it really seems like they put no extra attention on replacements over the original orders. Like you, they promised me a SEC and I got a crap AUO. They set themselves up for failure with customer care. I ended up going with HP. At that time, even the SEC screens on the 1420's were rather pathetic being dark and having bad viewing angles. Had they at least not sent me a cracked case on the first system I probably would have keep it. But now I am glad the replacement was bad since I really like my HP allot more.

 

If the screens are the same dimensions (they should be) I'd like to swap in one of the 17" LCD's HP uses into my 1720...

Why? Because I won't buy an HP laptop until they offer better GPUs.

 

That sucks dude, can u return it and buy Thinkpad? Cant go wrong with those bad boys.

 

I agree! Just retrun it and go for Thinkpad T61p. It's a bit expense, but you get great quality.

 

Use your Service Agreement to the fullest. Or just return it.

 

Well, I batted 1.000 with the two Inspiron 1521's that I purchased in Nov and Dec 2007. Both machines have been flawless so far.

 

Well, I've certainly posted many such things!

 

HP has its own fair share of design defects and mega failures. If you think HP has superior build quality, you should read the following thread with hundreds if not thousands of angry HP customers with motherboard failures within a few months of purchase. Some machines were bought as recent as Nov/Dec-07. The failures are related to AMD based machines - DV2000, DV6000, DV9000 anf F-series)


http://forums11.itrc.hp.com/service/...readId=1136440
(Note this thread has over 600 posts and take a long time to load !!)

and here:

http://forums11.itrc.hp.com/service/...readId=1179013

 

UPDATE:

Just thought it would be nice to share an update on what happened in all fairness. So I called CS on Monday and explained the whole story. The guy told me he worked as a tech support for more than 15 yrs before going to CS and said he found the situation unnaceptable. He said it doesn't excuse the fact my product is still defective but when you get return to depot service, the *techs* are a subcontractor, in other terms, a company hired by Dell to repair their laptops. Dell is still responsible overall, but that makes sense on what happened a bit more. I wasn't angry, at last someone gave me honnest answers on what happened. He said my computer was kept there for *extended service and tests* and after, the case is empty like they didn't finish the job. For sure, I'm not happy, but I got an answer. Nothing worst than being left in the limbo. So when you get on site warranty, it's a Dell technician that goes to your place. If I knew that beforehand, I would have taken that type of warranty.

Now, there was only one offer I would have accepted and the CSR offered it right away. A full replacement with an extension of my 30 days of satisfaction. He said not to sweat the 30 days too much as I had a problem with a defective product which is just not an esthetical/not being satisfied reason. He gave me a way to contact him personnaly too if things turn out bad once again.

While he was on phone with me though, he was kinda talking to himself and I heard him make a mistake and start over. I think his mistake might be bigger than suspected as I have 2 laptops in production as we are speaking, so that's like 2 replacements ordered. Anyway, we'll see what comes to my door next week. Anyone want a free m1530? j/k

So since I'm not losing anything by giving another try, I will. Like I said in my original post, what frustrated me the most wasn't having a defective product but more not having answers and poor service. Now Dell made an effort to correct this and admit the huge mistake, np with that. For sure, if I receive another lemon, I won't get in the never ending loop of replacements, but for now, let's give it a try.

 

Well, congrats on getting a new replacement.

As I assumed, you just had to try again and get the right agent. sometimes it takes more than one call. I know people who have been denied, hung up, phoned back, got somebody else, and been helped plus more by somebody else.

Good luck with your laptop when it arrives and hopefully this one works perfectly.

 

Yeah, dead pixels may not be in the statistical norm, but if you're going to be unhappy only about a faint high pitch whine, KEEP IT! THEY'LL ALL HAVE IT. People who say there is no whine usually just can't hear it. I can barely hear it, but it's THERE.

 

I had a screen Issue, got the LG. No problems. Excellent customer service. Shipped my replacement within a week. Sorry to hear you had a bum of a cust service rep. Their are thousands of them out there. When you get a good one, Get his name and his ID number. It's like a doctor, always get a second opinion if you have a sales rep who doesn't do his job correctly. You are missing out on one heck of a machine, and i've owned em all. Good Luck with your future Endeavors!!

 

Yup, that's pretty much why I wrote down his name and made sure I could get back to him if needed. Actually, the bad service was from a tech, not a csr, and that tech probably worked for that hired company he was telling me about.

As for the pitch, I can bear with it, it's really not that bad. I mentionned it since I needed to send it back for dead pixels anyway. Like I said, I do see 2 laptops in production right now, so lucky me will get 2 replacements to choose from probably then I'll send back my current broken one and one of the 2 replacements.

On a side not, I'm damn happy to have chosen WXGA+ as my display. Seeing the tremendous problems/effort/loss of time to get an LG for the WSXGA+ is ridiculous. Even when I got my current 1440x900 I was still hesitant about my choice feeling I didn't get the best. Gratz to those who succeeded in getting an LG, I just hope for them they don't have any problem arising with their LG because if they need a replacement, they will have to go through all of this again.

 

Update:

Like I said to be 100% fair and not post only negative comments, I'm putting an update here to let you know Dell honored their word. I've received my replacement laptop 2 days late from estimated shipping date (totally due to bad Weather here which is 100% normal for Purolator not to have been able to bring this to me earlier).

Well it seems I had a lemon, the new one is much better. No dead pixels for sure, but the HDD is much quieter. I'm done with my full format/bloatware removal and still getting used to the tweaks and the system in general. I've received another LG and the chances were high since I have the 1440x900 version which like I already said, am even happier since I read the Grainy thread on here for people that have the 1680x1050 resolution. Knowing I'm picky as they are, I would have a nightmare being in their situation right now and after all, buying a laptop should be an enjoyable experience, not a stressful one.

So all in all, everything is good. My only 2 little minor comments is I preferred the old alum casing as the *brushing* finish on it was better looking and less blend. The keyboard on this one also is a bit more firm than my old one and I was truly in love with my old keyboard, it had the perfect touch to it. I know though that overtime anyway, keyboards gets a bit slacker on the touch and it's not that bad actually so I'll get used to it. And I'll take a firm keyboard over dead pixels and a noisy HDD anytime

So all in all, Dell did good. They offered what I was expecting no less and I'm aware not every company would accept to build a complete new system because you are unhappy with your initial purchase. Good CS and if you are on the brink of buying an XPS, my only suggestion would be to go with the on-site warranty if you want to avoid any problem like I had.