Is there another approach?

I purchased an XPS M1530 along with a 4-year warranty over a year ago. Basically my issues with my system stems from 1) a hard drive constantly clicking, clunking, and sometimes a brief squeal at random intervals. 2) There was also the issue with my wireless card disassociating itself from the system entirely during normal internet surfing or when the system woke from standby. Windows wouldn't even know it had disappeared. (I found nothing related to it in Event Viewer) I tried numerous drivers, with no luck. 3) And my screen had inconsistent lighting and small, dim spots turning up on it.

Firstly, I just need a reliable hard drive. Windows was reporting drive controller errors with the original factory image, under my own Vista installation, and under a Windows 7 installation. I get a hold of Dell about this. After an hour of them trying to diagnose where the issue is coming from (yes, they suggested it was the unused optical drive and even my A/C adapter), they decided to ship me a new drive. It arrives, with 50 GB higher capacity (I'm not complaining ) but is more troublesome than the last. The problem is that it is VERY noisy during disk operations and still has the random clicking and clunking noises the last one did, all while the system is idle. It goes on for hours overnight. I make note that both were Seagates.

I contact Dell again, this time explaining that perhaps sending a drive of identical specs but different brand might sort things. I'm told explicitly that I won't be receiving another Seagate. They also spend a nice portion of the support conversation trying to sell me a 500 GB drive and Windows 7. When the drive arrives, it is again a Seagate and is still clicking at idle. Contacting support again, I explain that I was told that I would receive a non-Seagate drive but did not. After some disagreement, the current agent explains that he can send a Hitachi or Samsung of equal specs. I agree completely and go ahead and explain the issues about the screen and the wireless card. I'm told that I'll have a technician sent to my address to tackle all three problems at once. Done deal.

The technician arrives, installing all three devices. The hard drive again, though, is a Seagate. Not-so-surprisingly now, it is clicking! The screen isn't properly aligned in its frame now (tilted, actually), and the bottom corners are very dim and the display in general is very grainy. The one thing actually working right so far is the wireless card.

These exchanges with Dell's support has been through the XPS chat channels and it always took a few minutes for them to respond to each of my questions/responses. Is there anything else I can do?

 

You can fill out the Unresolved Issues form on the main page of dell.com. Include your last dispatch/service call # and explain in the message that you have requested on 3 occasions a replacement drive other than Seagate be sent out. Each time they send a Seagate and this is unacceptable due to the clicking issue. Request a followup voice call from a manager/supervisor.

This should be enough to take care of the issue. Best of luck.

UNRESOLVED ISSUES - TECH SUPPORT LINK

 

Thanks for the reply!

 

Well, as an update, Dell was supposed to send a delivery box to my house so I could have the screen replaced and installed correctly via depot.

Today, in the mail, arrived another Seagate hard disk with "click click click."

Needless to say, I submitted a ticket to their Unresolved Issues department.

 

Dont you have on-site warranty coverage? If so, refuse the repair depot option.

 

The technician had botched the first attempt by installing the screen incorrectly. The other issue for me is that I can't bend my schedule again around how variable their arrival is; Support asked what would be the best time and I specifically said 10/16/09 (Friday) after 3 pm. He showed at 11 am when I was supposed to be in class. =/

 

Received the laptop today. The screen is still grainy, but actually in its proper place. The hard disk is still a Seagate with clicking, but less noticeable (sigh). But...the keyboard at one point today just stopped responding on certain keys until I rebooted. I can't reproduce it, but it's still weird.

 

Looking closer, I am actually really disappointed now.

The hard drive isn't even fastened in. The four screws holding it are missing.

There is something rattling inside the machine when I pick it up.

The base of the system is uneven and wobbles when I am typing.

Requesting a system replacement isn't far off base now is it?

 

They've had their chances at fixing it. I'd demand a replacement.

 

GAH....*mutters*..been there..done that with Dell.

I think now, you have definitely have justifiable means to ask for a replacement...Based on everything you have stated above.

Don't accept anything less than a replacement with Dell.
If you were to also e-mail: [email protected] ,
with a well versed e-mail..you will get a call back from someone on his Escalations Team, and they will try and help find some resolve for you.

: )

Cin...

 

This is not the first horror story of repair depot work I've come across. *SIGH*

Go with Cin's suggestion or resubmit via the Unresolved Issues link. This time, explain the quality of the repair depot work, include your service dispatch/case# from said work and STRONGLY REQUEST followup from a supervisor/manager via voice line. Be sure to note in the form that further repair depot work is not an option.

Speaking from a consumer point of view, I would be furious. Once you have contact via voice line, only deal with that person. Get their contact info.

Hope it works out.

 

Don't get too excited when you get a call back from the escalations team.
I've been dealing with them for 6+ weeks and still do not have my replacement.

 

I received a replacement system yesterday, a Studio XPS 1640. There's some issues, so far, though. Firstly, no sound whatsoever from the built-in speakers. Secondly, the eject button will not eject a CD from the drive. Finally, the native resolution 1366x786 is below my M1530's.

I actually can't get Bluetooth working, either.

Any thoughts?

 

Getting in touch with support this time seemed more positive. They're sending a replacement motherboard and a 1920 x 1080 screen. Here's to hoping for a much better outcome.

 

good job! Hope you'll get it all sorted.

 

I'm about to start looking to legal counsel now...

The replacement parts came in, screen and motherboard, and the sound still does not function. Running the Dell diagnostics as I had previously, it revealed that the audio jacks are convinced that phantom headphones are plugged in. I learned from the technician that the component housing the jacks is actually independent of the motherboard. Why Dell wouldn't send this as well after having diagnosed he jacks as defective with them is beyond me. Now, after over a month of dealing with them over what started with irregular hard disk noises, I'm now being sent a replacement of a replacement. It'll be especially interesting if it has the inferior screen of before so I can jump through more hoops.

Here's, again, to hoping for a fix.

 

Did you check all the IDT settings? I experienced this once when the headphones were somehow selected by default and the onboard speakers wouldn't work.
For the HDD noises....you meant the ticking/clicking? You already tried the latest firmware, right?
If not, maybe try solution avaible by updating iso asking for replacements all the time?

 

Yep, changing settings in software did nothing. Running the Dell diagnostics revealed that the jack was reporting something plugged into it when there was in fact nothing there. Jack tests for the others worked correctly.

There was none available.

I'm sorry, I don't quite understand what you're asking here. I didn't ask for the second replacement, Dell simply issued a dispatch for it.

 

There are firmware updates for Seagate driver to fix exactly the clicking issue you mention. I can definetly see a list on the driver page for the SXPS....what i meant to ask if you tried these before getting a replacement. The clicking is a well known issue with a well known fix, even googling "Seagate clicking fix"would've guided you to the new firmware and stories about this fix.

 

In all the dealings I had with Dell, they never pointed me there. I looked and found them neither on the M1530's page nor Seagate's for the drive(s) I had. Furthermore, what guarantee is there, in the face of a different system with a different BIOS, that those would solve what was plaguing my system?

I was experiencing the problem with my M1530. The first replacement (SXPS) had no clicking issues.

 

Ah true....my mistake. The HDD clicking was solved for most of the Seagate drives but even then, that wasn't really your only issue. Sounds like a very unfortunate service run to say the least. What's your course of action now?

 

Hey, no worries.

"Wait and see."

 

Got the replacement in today. Pleased, to say the least.

The new unit has the following specs:
-Core 2 Duo T9600 @ 2.8GHz (vs the previous P8600 @ 2.4GHz)
-ATI Radeon HD 4670 (vs the previous 3670)
-4GB RAM
-Backlit keyboard, etc.
-Sound works!
- 9 cell battery (would have prefered 6 cell, but ok)
- 500 GB hard disk (vs 320 GB)
- Blu-Ray (wow) (vs DVD burner)

 

ah nice!
great upgrades too, hope this one will works without hiccups