My attempt at a 7800>7900 talk.

Time Details
06/06/2006 12:26:09AM Session Started with Agent
06/06/2006 12:26:09AM Me: "Nvidia GeForce 7800 GO runs extremely hot want to exchange for a 7900 GS"
06/06/2006 12:26:12AM Agent: "At the end of this interaction you may be offered the opportunity to provide me with feedback. In order to do so you will need to click the "Exit" button rather than using the "X" at the top of the screen. You may rate this interaction on a scale of 1"
06/06/2006 12:27:58AM Me: "k"
06/06/2006 12:28:26AM Agent: "Hello Daniel. I would be glad to help you, with that. When did you purchase the Nvidia GeForce 7800?"
06/06/2006 12:29:53AM Me: "i purchased it on the 13 or 14 of last month"
06/06/2006 12:30:04AM Me: "mother's day"
06/06/2006 12:30:54AM Agent: "Please give me 2 minutes, let me pull out the order."
06/06/2006 12:30:57AM Agent: "In the mean time, please verify the name on the account, shipping address and e-mail address."
06/06/2006 12:31:33AM Me: "[my personal info was here]"
06/06/2006 12:32:33AM Agent: "Thank you for verifying. Please give me about a couple of minutes, while I process a return for this card and provide you the instructions to return it."
06/06/2006 12:35:51AM Agent: "Thank you for waiting. The return confirmation # is xxxxxxxx . You can put the card in a box and write this # on the outside. Please ship it to the below address. Parts Returns 8801 Research Blvd Suite A, Doors 4-8 Austin TX 78758"
06/06/2006 12:36:22AM Me: "and would this be exchanging for a 7900 GS?"
06/06/2006 12:36:51AM Agent: "You'll have to return this for a credit and contact our Sales unit to place an order for the 7900GS. From the time we receive the package back at Dell, it would approximately take 3-4 weeks to process the credit. (approx 30 days)"
06/06/2006 12:37:18AM Me: "how m,uch credit would I receive?"
06/06/2006 12:37:48AM Agent: "Sure, it is $120.370"
06/06/2006 12:38:20AM Me: "how would I place an order just for the 7900GS and not a whole new system?"
06/06/2006 12:39:06AM Me: "also how much is the 7900GS by itself?"
06/06/2006 12:39:34AM Agent: "Please contact the Sales unit at 1-800-915-3355 between 9AM-9PM CST MON-FRI. They will place an order and provide the details about the price, as we have no information on it."
06/06/2006 12:40:15AM Me: "ok"
06/06/2006 12:40:37AM Agent: "Please make sure to return the video card using a traceable carrier like UPS, Fedex or DHL .Please do not return it through USPS."
06/06/2006 12:40:48AM Me: "ok"
06/06/2006 12:40:56AM Me: "how long do I have to send back the card? im going to be going out of town for a little while and im going to need my laptop"
06/06/2006 12:41:49AM Agent: "You can return it within 3-4 weeks."
06/06/2006 12:42:06AM Me: "ok"
06/06/2006 12:42:21AM Me: "i think thats all the questions I have"
06/06/2006 12:42:34AM Agent: "Just before we end this conversation, are you satisfied with the level of service provided to you by me on this chat today?"
06/06/2006 12:42:53AM Me: "yes ma'am"
06/06/2006 12:42:57AM Agent: "It was my pleasure assisting you."
06/06/2006 12:42:59AM Agent: "Thank you for visiting Dell Consumer Customer Care online chat and allowing me the opportunity to assist you. Also, feel free to visit us again at support.dell.com. Have a good night."
06/06/2006 12:44:00AM Session Ended


SO basically, i can get a $120. I dont wanna be without laptop capabilities for a month... the would severely ruin my summer. Can anyone do better than this?

 

After a few days of work:

Under Service Call Status, Parts Information:
DG008 CARD (CIRCUIT), GRAPHICS, 256MB, I9400, G71

I'll report any updates, and how I got it, if anybody wants.

 

damn... you get a technician to come do it himself. that's what i want so I dont have to have a laptop case with a 17 inch, $2k brick. share your secret, how'd you get that setup?

 

kinda tired so i'll post a quick summary and elaborate it tomorrow

Basically like three days after i received my e1705 I went on dell chat and complained about the heat from the graphics card. Once I mentioned that it was hitting 80C while idle they offerred to replace the card with another 7800go. So I get it replaced, and I get a case number.

Woah what do you know, the replacement card is also overheating! (I knew this would happen, the replacement 7800go was just for the next part of my plan)

Went on over to This Page, filled out the form (Case number is required :-D). This form basically gets a representative from the corporate headquarters to look at your issue. A regular dell chat rep can't issue an upgrade, but someone from the headquarters can. I complained that I got a replacement and it didnt fix the problem. I mentioned that the 7900gs is now available, a week after I ordered one with the 7800 (be creative, make him/her know you're frustrated). Got the reply I wanted.

I'm just sorting out some minor issues right now, though I expect to get the replacement. Even if I don't I can return it for a full refund and reorder it with a 7900gs for about the same price. Oh btw I'm over a week past the 21day return period.

Okay so that ended up being a pretty long explanation. Hope that helps.

 

that does help a lot. im gunna have to be patient. For the replacement part, did you send to them and then they send back, or did they ship first?

 

It's a bit complicated at the moment. After I replied saying that I wanted a tech to stick the 7900gs in for me, he said okay and he issued a service call. Then he canceled the service call saying that the 7900gs wasn't available (something like that). I replied saying it is available, could you double check. He didn't reply yet, but I already see another service call issued, with the 7900gs as the replacement part. I won't have to do any assembly/disassembly as a service tech will come to my house and do it all for me, and he'll take the 7800go away.

 

I tried the same thing and the rep made me do a system diagnostic. I wrote a case number also. I'm still doing the diagonstic as I type....

I have to send in the results.

 

I completed the test and everything passed. I was stupid and told the person everything passed. I failed !

Currently im trying to see if i can pay the difference between the two cards with the sales rep.

 

5:42:55 AM System Welcome Chris ...
5:42:55 AM System Connecting to server. Please wait...
5:42:55 AM System Thank you for using Dell Chat, a representative will be with you soon.
5:42:55 AM System Initial Question/Comment: I recently bought a e1705 with the geforce go 7800 is it possible to pay the difference for the new geforce go 7900 gs card?
5:43:03 AM System You are now being connected to an agent. Thank you for using Dell Chat
5:43:03 AM System Connected with Reena_01119141
5:43:08 AM Reena_01119141 Thank you for contacting Dell Hardware Warranty Support. My name is Reena and my rep ID number is 119141. May I have your telephone number, along with the area code?
5:43:50 AM You xxxxxx
5:44:02 AM Reena_01119141 Please give me one minute to pull up your account information. Meanwhile, I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You will be asked to rate our interaction on a scale of 1 to 9 with 9 being very satisfied, and 1 being not satisfied. In order to participate in the survey, you must close the chat by selecting the "Exit" button. Your feedback would be greatly appreciated.
5:44:44 AM You ok
5:45:06 AM Reena_01119141 Thank you for the information. Could you please elaborate the issue that you are facing with the Dell system today?
5:46:55 AM Reena_01119141 Not to rush, but are we still connected?
5:47:06 AM You yes
5:47:12 AM You heh just a long response
5:47:30 AM Reena_01119141 Okay.
5:49:42 AM You As you can see from my order, my dell e1705 came with a Nvidia geforce go 7800 card. It causes the system of the laptop to run at high temperatures. It is very uncomfortable to hold the laptop on your lap because the bottom is so hot. Which defeats the purpose of having a laptop. And Just a few weeks later the dell e1705 was given an option to come with a Nvidia geforce go 7900 gs card which allows the system to run at much cooler levels from what I have read from the opinions of multiple people who have ordered the dell E1705 with the Nvidia Geforce go 7900 gs graphics card.
5:50:10 AM Reena_01119141 Okay.
5:50:43 AM You I was wondering if it's possible to have a technician to uninstall my current Nvidia geforce go 7800 card and put the new geforce go 7900 gs card?
5:51:10 AM You And just pay the difference between the cards
5:51:19 AM Reena_01119141 I will check my records and answer your question.
5:51:22 AM You I saw that they are about the same price
5:51:24 AM You ok
5:51:38 AM Reena_01119141 Are you contacting us for Inspiron e 1705 with windows XP installed on it?
5:52:08 AM You yes
5:52:23 AM You windows xp media center 2005 to be exact
5:52:34 AM Reena_01119141 Okay.
5:52:40 AM Reena_01119141 Kindly stay connected for 2 minutes as I need to evaluate all the options to select the best one to resolve your issue.
5:53:03 AM You Ok
5:53:13 AM Reena_01119141 Thank You.
5:53:44 AM You Your welcome
5:56:35 AM Reena_01119141 Thank you for being online. I really appreciate your patience.
5:56:48 AM You sure thing
5:57:37 AM Reena_01119141 Chris, I would like to inform you that we only have two options for this system related to video card. these are ATI Radeon Mobility 1400 (M54) - 128 MB NVIDIA GeForce Go 7800 (G70) - 256 MB
5:57:51 AM Reena_01119141 We cannot change this with go 7900.
5:58:12 AM Reena_01119141 However, Please do not worry, we will assist you on this in fixing the issue.
5:58:37 AM You ok thanks
5:58:58 AM Reena_01119141 As I checked my previous records, you have contacted us earlier for the same issue and previous technician suggested you to run the test on the card. Am I right?
5:59:04 AM You im pretty sure it is possible. Some people have done it with the technicians help
5:59:09 AM You yes
5:59:15 AM Reena_01119141 Okay.
5:59:25 AM Reena_01119141 Did you run the test?
5:59:42 AM You yes and everything is fine
5:59:53 AM Reena_01119141 Okay.
6:00:13 AM Reena_01119141 It means the test passed. Am I correct.
6:01:00 AM You yes
6:02:26 AM Reena_01119141 Chris, it is not recommended as for factory settings, we can not change it. if you still want to change, then i am going to provide you the option for out of warranty, they can assist you on this. However, the warranty of the system might get void.
6:03:56 AM You hmm
6:04:02 AM Reena_01119141 I would like to inform you that if you would like to change it with 7900, then
6:04:24 AM Reena_01119141 The problems could manifest as any of the following symptoms: The BIOS lists the video card as an unknown device and displays the maximum video memory size as 256 MB. The system does not resume from S3 if a BIOS password is set. The system may reboot intermittently.

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According to this scenario, is it worth it?

 

I was wondering....

They ask me if my computer shuts off randomly.... should I lie and say yes?

What happens if they find out there's nothing wrong. Could I get in trouble for fraud or something!?

 

I wonder if its possible for dell to send me an X1400 upgrade using a similar method for my e1505

 

Don't I would try. If it one rep doesn't work, try another.

 

I think I might have done it. Here's the continuation of my coversation with REENA the reprenstative.

(Sorry citric for adding my stuff to your post!)
------------------------------------------------------------------------
6:05:47 AM Reena_01119141 Not to rush, but are we still connected?
6:05:55 AM You yes
6:06:21 AM Reena_01119141 Okay.
6:06:46 AM You is there a way i can save our conversation and talk to another representative. I can't make a decision quite yet.
6:08:02 AM Reena_01119141 Okay. Please do not worry, I will assist you on this issue and try to fix the issue while troubleshooting right way.
6:08:56 AM Reena_01119141 Are you near to the system right now, with which you are facing issue?
6:09:30 AM You yes
6:09:47 AM You i am currently using my desktop pc
6:10:00 AM Reena_01119141 Okay.
6:10:27 AM Reena_01119141 I understand the issue you are experiencing with your computer. I will walk you through some very easy steps and I am sure together we will resolve the issue right away
6:11:19 AM Reena_01119141 Do you have any other external devices attached to the system right now?
6:12:31 AM You just an optical mouse connected by usb
6:12:38 AM Reena_01119141 Okay.
6:12:51 AM Reena_01119141 Please disconnect that and switch of the system.
6:12:57 AM You ok
6:13:54 AM You the system is off
6:14:37 AM Reena_01119141 Please use some type of forced air (such as a can of compressed air) to blow into the fan vents which are located on the back, bottom and/or side of the computer.
6:15:46 AM You ok
6:16:13 AM Reena_01119141 Have you done that?
6:17:31 AM You yes
6:18:22 AM Reena_01119141 Okay.
6:18:38 AM Reena_01119141 Could you tell me does the system gets shut down randomly?
6:19:59 AM You no
6:20:45 AM Reena_01119141 Okay.
6:23:03 AM Reena_01119141 Kindly stay connected for 2 minutes as I need to evaluate all the options to select the best one to resolve your issue.
6:23:15 AM You ok
6:25:58 AM Reena_01119141 Thank you for being online. I really appreciate your patience.
6:26:16 AM You ok
6:26:30 AM Reena_01119141 Chris, I am going ahead and pulling your system back to depot to get the video card replaced.
6:26:48 AM Reena_01119141 Could you provide me the shipping address please?
6:27:08 AM You xxxx
6:27:34 AM You is it being replaced with a new geforce 7800 or a 7900 gs?
6:29:24 AM Reena_01119141 Chris, I am not sure about this as I have put my comments on the log that you need 7900 gs, however it depends on the compatibility and the technician to decide .
6:30:07 AM You ok
6:30:59 AM Reena_01119141 Please stay online for 3 minutes while I am creating a dispatch and provide you the reference number.
6:31:18 AM You ok
6:32:00 AM Reena_01119141 Could you provide me the full shipping address please?
6:32:54 AM You Street Address: xxxx
6:33:00 AM You City: xxxx
6:33:06 AM You State : xxxx
6:33:11 AM You Zip : xxxxx
6:33:16 AM Reena_01119141 Thank you for the information.
6:33:27 AM You your welcome
6:37:38 AM Reena_01119141 Thank you for being online. I really appreciate your patience.
6:37:58 AM Reena_01119141 Please make a note of dispatch number. It is 073219501
6:38:00 AM You your welcome
6:38:52 AM Reena_01119141 I would like to inform you that the empty box will be delivered to you with in 2 working days and you need to pack your system in that. if you wish, you can remove the battery of the system and keep it with you.
6:39:09 AM Reena_01119141 1. An empty box will be delivered for shipping the system. 2. Instructions for arranging pickup via Airborne Express will be included with this box. 3. Please keep the Airborne Express Airbill number for future reference. 4. Estimated time after shipping the system to depot: 5-8 business days.
6:39:56 AM You ok
6:42:17 AM Reena_01119141 Please make a note of the DHL number also, as second time you may need to call them to pick the box from your place. It is xxxxxxx
6:42:21 AM Reena_01119141 Is there anything else related to Dell hardware, I may help you with?
6:42:48 AM You No, that is it, thank you so much
6:42:55 AM You You've been very patient
6:43:36 AM Reena_01119141 I have included your Case xxxxx to reference our interaction today
6:43:40 AM Reena_01119141 Are you satisfied with the level of support provided to you on this interaction?
6:43:46 AM You ok
6:44:06 AM You Yes
6:44:15 AM Reena_01119141 Please feel free to visit us at http://support.dell.com. It is a user friendly support web site from dell from where you can get information about Dell products and services.
6:44:20 AM Reena_01119141 Thank you for visiting Dell Portable Hardware Support online chat and giving me the opportunity to assist you. Have a great day.
6:44:32 AM You You too
6:44:40 AM System The session has ended!
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Well that was my conversation. I just have to pack up my baby and see she will come back better than before! Should i leave the battery in it or take it out?

Also I reformatted the laptop. I hope it doesn't affect the techs decision in whether to install the 7900 gs or not!

 

man, awesome. I'm going to try again after I get off work today.

 

Small Update:

The 7900gs is on backorder at dell spare parts, not suprised as it is a new card and they probably didn't expect any replacement requests. However, I received a call from dell spare parts this morning and they said it should be available in 3-5 days. My representative at dell corporate said that they sould be sending out the card when it comes in stock.

All in all, free upgrade to 7900gs. not bad :-D

 

I finally got my laptop back..... and no new card. Heh it was cool trying. I might return the laptop and wait for the new quad core or see if I can try again and get credit back. I can use the credit back to buy a dual pipe 7900 gs from Belthzar.

Can someone give a link to the dell spareparts store? I can't find it. Thanks

 

If you've got it documented that they acknoweldge the 7800 heat issue is a problem...just return the system and order a new one....its what I did...my timing on pricing was most fortuitous so YMMV...I went from T2300 & GS7800 to T2400 and GS7900 and it only cost me $24 extra (no restocking fee)...when the new one arrives send the old one back...

 

I have an email of the chat log. Were you still in the 21 days of purchasing your laptop? Hows the 7900gs?

 

I shipped back my dell E1705 for them to fix my 7800 and replace it with a 7900 but it came back this monday with the same card. Now should I fill out an outstanding form?

Also in the box has a form of what they did. Not much is on it except they put a check mark of what was analyzed. There was a check mark by video card.

In a paragraph it says

"Dear Customer

Enclosed is your repaired Dell Portable. The system was diagnosed and extensively tested by certified technicians to ensure the problem was corrected. We take pride in the quality of service provided and are confident the repair performed has fully restored your portable to working order. If the portable does not operate to your satisfaction upon receipt, please contact Dell Technical Support at ------- . You will need to input your express service code in order to be connected to the correct support team. The express service code is found on the bottom along with the service tag. "

Also what programs or widgets do you guys use to determine the temperature of your vid card, cpu and fan speeds.

Thanks

 

Update : 7900 gs recieved July 3, 2006
7900 gs installed and working July 4, 2006 !

 

I too would like to upgrade to teh 7900 GS however I fear that it may not happen, I have already had it replaced once about 3 weeks after purchase, and still it gets very hot, what temperatures are you guys with the 7800 reading? also to note my purchase was on 4/25 think they might consider it if I tell them I am still having the same problem?

 

Guess who finally worked it out? Persistance is key.

 

thats awesome! how do you get to the text support?

 

very well done citric. yeah ur right persistence is the key. we have to push them and drive the conversation. dont let them drive us. the way u talked about the heat, the school work and not being able to talk over the phone was great. i assume ur a sale person

 

hahaha. I've actually been told I should be a sales person. Like my friend's iPod has been broken and he wants to get a new one and was like Im thinkin about getting a nano. And I was like well it comes in 1, 2, and 4gb. But for like $50 you can buy the 30gb one and have like 8x more stuff and he was like damnit man, you just made me want to get the full one. You should be a sales person.

But on a slightly not cool note, when I look at My Account on the Dell site it says that the order says that i was billed $384.73. That better not have actually been charged because the guy said it was not going to cost me anything.

I'm going to talk to order support about that. Wish me luck.

 

dont worry it should be ok. according to their process, everytime they give out something, there should be a price for it (but actually charging or not is a different story). i had that before when they gave the os + cd driver. there was a amount charged in my cc but they didnt actually charged for it.

 

All is well:

 

Hey all. I haven'tp posted a LONG time. I just discovered this thing about people replacing thier 7800 Go's. I would love to be able to do this. However I see this thread is a year old. If I was to try this replacement option, what would even be available for me now? I have the 7800 Go of course. The one that is hot, yet unclocked to 250.

If any of you who managed to get Dell to send you a new could PM me and give me an idea of how to go through doing this, I would be most grateful.

My warranty has 2 years left. I might as well use it.