Studio 1535 Warranty Nightmare- Input APPRECIATED!

I am having MAJOR issues with my Studio 1535 and I could use some input!

About two months ago, the fan kicked on at HIGH speed as soon as I pressed the power button to boot up. It continued to run on HIGH indefinitely, unless I lifted one of the rear corners a bit off the desk. Then the fan would stop instantly until I lowered the edge back down to the desk surface.

I've spoken with a few other 1535 owners who've had the same issue. Motherboard flex seems to be the culprit and it (the system/mother board) needs to be replaced.

I sent it in for warranty repair the first time with a detailed explanation of the problem. I also detailed a problem I was having with the keyboard that needed to be fixed. They replaced the keyboard and didn't address the fan issue. Immediately out of the box, I powered it up and the fan instantly kicked on HIGH, too.

I sent it back a second time with a detailed explanation again (after a long chat with tech support). They replaced the fan itself. I got it back yesterday and as soon as I hit power, the fan kicked in at HIGH speed. Making matters WORSE, the system gave me an error during the boot sequence that it didn't recognize and couldn't charge the battery!? It allowed me to ESC out of the error and booted to my desktop. That's when I realized the Touchpad wouldn't work at all! I had to connect a wireless mouse via USB to do ANYTHING!

To add insult to injury, there's an inch-long scratch on the Midnight Blue lid that wasn't there the last time I sent it back!

So now, I've got the FAN/motherboard issue, some sort of Battery problem AND the Touchpad doesn't work!!! The scratch is the least of my worries...

So, after sending it in to be repaired twice, I've ended up worse than I began! I'm very frustrated and I'm not sure what my next move should be? Should I use the 'Unresolved Issue' email address, Call and insist to speak to a Supervisor or what???

I have purchased four Dell desktops and six Dell laptops (including this one) in the last two years! I've never had a major issue until now and this is NOT how I expected it to be handled!

I'm open to suggestions or advice here....I'm usually on the advice-giving side of these conversations, but I'm stumped..... HELP!

 

Hey there..that's some major stinkage for you
First off, snap some photos of the scratch, etc...

Contact, a Superivisor first...get that call documented..I expect that you will get no resolve except for the *mail it back in and we will fix*.

After you get that documented, take that information..and I think now it's time for you to do the Unresolved Issues form.

At this point, when they contact you ~ ask them what they are going to do for you to make you a happy customer, cuz obviously..each time you have been forced to send it in, it's been returned in worse condition.

Good luck.

Cin

 

My first Studio 1535 had exactly the same problems as yours (broken fan, bad touchpad, bad keyboard, scratches all over as it came out of the box.)

I contacted Dell support repeatedly and eventually (after 2 months of not being able to use the thing) finally got Dell to replace it through system exchange. Now the new, replacement system has some problems.

Dell tech supported tried to fix the issue but they haven't been able to so far (their techs are nice but they seem to be reading a script that makes no sense regarding to my problem). Eventually, I wrote a complaint to the BBB.

Be polite when you write it; however, be sure to explain that Dell repeatedly cannot fix the issue(s). Follow the instructions on the BBB website and file it to the correct subdivision (the BBB of Austin, TX against the corporation: Dell Inc. 1 Dell Way...) Hopefully, a Dell customer representative will call you or send an email with in a week. I am now waiting for another system exchange. Hopefully we'll be able to solve the problems once and for all.

I'll try to keep you posted and feel free to ask any specific questions.

 

Thanks for the input. I'm usually on the advice-giving side of situations such as this...but feel a bit helpless and lacking any sort of control in this case. Thankfully, I purchased a Latitude E6400 to replace it when the problem began. So I'm not without a laptop. I honestly just want it back in working order so I can sell it!

I've been polite, but firm, so far and will continue to be. But I can't, in good conscience, sell it until it is in proper working order. I'm planning to insist on a motherboard replacement and that the scratch on the lid be repaired (and the battery and touchpad operational, as they were) OR they can just send me a similarly spec'd replacement!

My 1535 was one of the early production units, so I'm kicking myself for being an "early adopter"! Ironically, I ordered a loaded 1535 (T9300, WXGA+ LED, ATI 3450, etc.) in lieu of an XPS M1530 because of the nVIDIA failure issue last year! I dodged that bullet and stepped on a land mine instead!

If only they could make my 1535 feel half as solid as my Latitude E6400...I'd be a happy camper! Until then, I'll take advice from one of my favorite TV characters (Karen from ' Will & Grace')- "Grab a bottle, hunker down and pray for daylight!" :confused2:

 

This my friend, is why you shell out the extra money for a better warranty. My service with the in home warranty has been great. The technician came to my home, and skillfully replaced the part that was broken, including the fan & motherboard. One time, it just didn't worked even though the motherboard was replace right in front of me. So he called Dell and told them to send me a new one. I waited for a new one to be built, and I got my replacement a week or two later.

 

I'm not sure, but I think that paying for any sort of extra or extended warranty coverage might kill me! I'm an accountant, a Consumer Reports subscriber and a cheap SOB- I've NEVER paid for anything other than a standard warranty!

I always do my homework before any significant purchase so I get the best quality product. When I buy a car, I warn the finance guy ahead of time that if he even mentions an extended warranty, I'll walk out. Then again, when a car has a warranty issue, I get to deal face-to-face with the personal who can fix it. Even more importantly, I try to choose a car that is less likely to ever need a warranty repair...and, until now, I've had the same sort of luck with my Dell computers....too bad Honda doesn't make laptops.

Seriously, though, if the next step (whatever that ends up being) doesn't fix the problem, I might do the unthinkable and pay $82 to upgrade the remainder of my warranty to In-Home Service. If that will get it fixed or replaced so I can sell it (in perfect working order), it will be worth it....I hope.

So, did you ultimately get an entirely new system?

 

time for a T500

 

I have the same type warranty.
I had my wireless and MOBO replaced exactly in front of my face.
The guys was very nice.I had long chat with him during the whole operation (bad move from my side because It was little hard for him to concentrate;on other side I just tried to be nice host).
But seems this guy known his stuff and the only problem was one
"hard to find" bolt.
Better warranty (in home) is really the way to go!

 

I dont know about the better warranty. I never upgraded any warranty on my Studio 1535 when I got it. When the problems came up, they told me to ship it to the depot...I said. "Can I get a rental system because I need a laptop for class?" (yes, I know I'm evil.) Eventually more problems started creeping up and they decided to send a tech out to my dorm. Unfortunately, the tech's car was "carjacked" the day before he was supposed to come and all of my parts were carjacked along with the Dodge Charger. (I believe that's what the tech said to me... he should've gotten a Honda right AllFiredUp?) Dell called only to find out the tech was coming a week late, and that was when they offered to replace my system.

Funny story...really...

 

Who'd want a Dodge Charger? They can't even give them away! The only place I've ever seen one is when I'm watching NCIS or drive past a Dodge dealership or Car Rental lot.....but I digress....

 

Yeah, I know what you're thinking. I did that once too, before I bought my HP Dv2700t. I hated that piece of crap. It looked so nice in the store, at home, it burned my lap and overheated. I couldn't say anything under the normal warranty, so I just got rid of it.

A couple months later, I said okay, F HP I'll go for Dell this time, and then I bought the warranty. To be honest, I've gotten my Studio broken on more than one occasion. I didn't tell them about any accidents I did when under the warranty, as I only have in home and not complete care and I'm a cheap, immoral a-hole. For example, a DROP of water got under the touchpad buttons and then the button started clicking by itself, not responding, etc. So I told them my touchpad was being a ***** and then they did some trouble shooting steps for a while, then sent me a technician. All the other hardware failures I've had such as motherboard and fingerprint reader have been also replaced quickly - within the week if it wasn't late in the week.

Yes, I did get a whole new system with no scratches, dents, or anything of the sort after the motherboard replacement failed. It was completely built up from the ground new. It went through all the Dell stages, build, testing, boxing, & shipped. Took about a week to build and then 2 days to ship. I was happy.

The warranty is definitely worth it. Look, I know the money's coming out of your own pocket. I have to pay for my own laptops and warranties, and I'm just barely 16 years old without a job, with only a knowledge of ebay to fund my purchases. However, why should you sell the computer if you get the warranty? You'd just be losing money wouldn't you? I mean, they're good computers, and the warranty is great. I don't think you should have to sell it, unless you want something else.

 

Back when the 1535 began acting up, I snagged a Previously Ordered New Latitude E6400 from the Dell Outlet. I liked it so much that I bought a second one- one for work and one for home/personal. So I don't need the 1535 when it finally does get fixed. I like the E6400 quite a bit better. It's much more solid-feeling than the 1535, the 14.1" size is perfect and I love the standard 3-yr warranty!

 

Seriously! Acura FTW!!!

Sorry, back on topic:
It's evil how these companies are making you pay for things you should already get. (A trouble-free computer in the first place, 1 year warranty for hardware issues) Take Mango's hp situation for example, just because he had standard warranty, they ignored him until he paid more money. It shouldn't be like this; I mean, the thing comes with a warranty doesn't it, but no, these corporations don't honor that until you pay them more $$$.

I think it's probably not worth it to pay for an extra warranty only so Dell can fix the thing quicker. Dell should fix the thing regardless, there's no reason you have to have a better warranty for them to do it. If you're set on selling it, just keep the standard warranty and make Dell fix/replace it; eventually they'll have to, then you can sell it.

It's good that you have a better computer to use right now and are not completely dependent on the piece of crap known as the Dell Studio.

Do you know if the upgraded warranty is transferable? I think I read somewhere here on NBR about someone who did transfer the warranty, had Dell confirmed it transferred only later to have Dell not acknowledge it anymore. I'll try to find that thread.

 

*sigh* I understand, try speaking with the Supervisor..and then complete that Unresolved Issues form, I think that is going to get you the best results in your case

I think you will end up getting a replacement, if all go's well

Cin

 

Perhaps you should try to chat with them again, and insist on a motherboard replacement, if you're sure that that's what's causing the problem. If you have some experience with taking computers apart, instead of sending it to the depot and having some bored technician work on someone else's computer, have them send the part to you and replace it yourself. Dell has very good service manuals for their computers...

 

That sucks, because the Dell Latitude came out RIGHT AFTER I'm talking DAY after I received my Studio in the mail. I didn't want to have to pay the stupid restocking fee though, so I stayed with this. I'd go with the E6400 too if I had the choice. Oh well, since you've got a Latitude anyway, good luck selling. Ebay sucks now though. I can't even sell anything on there because of those Nigerian scammers that keep winning my bid and then trying to scam me. It's so stupid.

 

I've heard that it's not easy selling one on eBay, but I figured that I'd at least try. I'll also post it on Craigslist and here, too.

It's a loaded 1535- T9300, WXGA+ (1440x900) LED, ATI 3450, 250GB 7200rpm HD, Wireless-N, Bluetooth, Fingerprint Reader, Backlit Keyboard, 6-cell battery, Midnight Blue- when it's back in working order, I'm hoping for $600 and would take $500 for it...so maybe it'll sell. It will still have 5 months warranty remaining if I sell it in the next three weeks.

 

***UPDATE****

I decided to cool off for a few days before calling Dell and trying to speak with a supervisor. I spent the weekend visiting my best friend (3hrs away). As I was driving home Monday afternoon, I got a call from Dell! Because my laptop had been sent in twice, a 'Customer Satisfaction Manager' (that's what he called himself) wanted to follow-up to make sure I was satisfied...

I spent over an hour explaining my saga from the very beginning...poor fellow had no clue what he was getting into when he dialed my number!

He readily agreed that it's obviously a hardware issue and replacing the fan and heatsink had no impact on the initial fan problem. I insisted that it had to be the motherboard and eventually he agreed that it 'very possibly' is a problem with the motherboard. He was actually very nice and apologetic throughout the conversation. He reassured me that the problem would be resolved 100% and he would see to that personally. The poor SOB even gave me his direct extension AND his email address!

I told him that there were two courses of action he could take-
1) Replace the motherboard, fix the touchpad, install a BRAND NEW battery AND replace the lid due to the scratch.
or 2) Send me a replacement system of at least equal specification!
I also told him if we go with option #1 and there are ANY hardware issues when I get it back, I get a replacement system IMMEDIATELY!

I can be polite and assertive at the same time and he responded to that. I'm waiting for my mail-in box to arrive (I have a collection of them already) and we're planning a call for Friday afternoon. By then, they will have received it and determine what course of action to take.

I'm much more optimistic now. Hopefully he can finish this thing off once and for all!

 

I must say I'm stunned. Dell has obviously made very good progress wrt service.
They're still trying to optmise by giving low cost service, but at the same time they have put checks in place to ensure everything is taken care of

 

It's great that they're taking a proactive step. Good luck and keep us posted!

 

OH. MY GOD. I wish I had seen your deal.......*Sigh* I may be interested in your studio for my girlfriend...I'm not sure yet.

 

IF they replace the motherboard and all is well, I'll give you first chance to buy it if you're interested....

BTW, how involved was switching the lid? And where did you get the Ruby Red lid to install?

 

Oh, I got a gift card with my Studio when I purchased it, I didn't really need anything from the Dell store, so I asked em, hey, can I use the gift card on a new lid? They said yeah. It was around $55 or $60 I think. I don't remember too well because I just used the gift card. Well, I just got my girlfriend an Inspiron 15, but if you're selling your Studio, well hmmm, I don't know if I should return it. Do you know by any chance how long you have to return an item after you get it from Dell? I bought it new, and I ordered on the 7th of march, received it in the mail on the 18th of march. I need to go talk to Dell.

About the lid, well it takes me about 30 minutes to an hour after doing it more than once. There are plenty of wires and screws you'll have to undo, and you have to be ESPECIALLY careful with the buttons on the hinges. They have little mini boards connected to them that are VERY sensitive and can break easily. All I have to say is, I've done it 3 times, and I never want to do it again lol. Some Studio lids are a little different on the inside, but I don't know if that affects the fit of things. However, I've noticed after the lid change it's always hard to get everything to fit back just exactly how it was before I changed it, so it's up to you. To be honest, I don't think it's worth it.

Edit: Don't count on me to buy it just yet, we're still trying to decide. Being 16 without a job and all, that restocking fee is about 100 bucks, ouch. I got the Inspiron 15 for $608 with warranty. I don't think I can afford your Studio with that restocking fee. Oh well though, someone will pick up the great deal I'm sure. Don't count me out just yet though, but the chances are slim for me.

 

21 days to return it!
Do it fast because it starts counting the moment they ship the lappy out.

They want a restocking fee even if you are within 21 days???

 

I'm not sure, I'm going to have to check it out. Thanks for the info.
Edit: Yeah, they charge restocking fees even in the 21 days. It's a no go for me. Sorry allfiredup, I can't afford to pay shipping, then a $100 restocking fee and then buy another $600 laptop. Oh well. It's a great deal, I just wish I would have known 2-3 weeks earlier. *Sigh* Great deals always pass ya by.

 

Not a problem. How's the Inspiron 15 so far (is it the 'New' 1545 or the 1525)?

I was asking the lid question just out of curiousity. If I end up getting mine repaired instead of a new one, I'll insist on a new lid. They scratched it, so they can fix it!

 

Haha, the "new" 1545. She likes it, especially with all the Lost and other high def streaming she does online - the wide screen is great. It's enough for her, all she usually does on it is homework or look for guides and such for her Wii games, or shows. It's perfect for her too, since her skin is so clean that it doesn't smudge it, which is amazing to me. My skin smudges EVERYTHING it touches. It wouldn't be too hard to change the lid, definitely within your capabilities, but I'd make them replace it first seeing as how they're the ones that scratched it. Good luck with it all. Hope everything goes the way you want it.

 

Finally, this unpleasant ordeal is coming to an amicable end!

My replacement Studio 15 with equal or better specifications shipped today!

 

Good to hear you're finally getting some closure out of this. God knows it's been long enough.

I assume this replacement Studio 15 is a 1555?

 

Finally..your saga which started................way back here...>

Is coming to a good end!! When's the estimated delivery date?

Happy for you! And, thinking positive..this one *works well*


Cin

 

Actually it's a 1537, not a 1555. They must've had enough parts remaining to whip one up for me!?

It's specs are supposed to be:

Jet Black (mine was Midnight Blue, but not a biggie)
2.4GHz Intel P8600 (not quite as good as my 2.5GHz T9300, but I ok'd it)
15.4" WXGA+ (1440x900) LED display
4GB DDR2-800 RAM (mine only had 3GB)
320GB 5400rpm hard drive (mine only had a 250GB 5400rpm)
256mb ATI Mobility Radeon HD 3450
Intel 5100AGN wireless card (mine only had the Dell 1397-g)
Backlit Keyboard & Fingerprint Reader
9-cell Battery (mine only had a 6-cell)

So, I actually got 1GB more RAM, 70GB more hard drive space, a better wireless card & 50% larger battery. The only slight downgrade is the P8600 (2.4GHz, 1066MHz FSB, 3mb L2 cache) instead of the T9300 (2.5GHz, 800MHz FSB, 6mb L2 cache). The new one also lacks Bluetooth, which the original one had but I never used.

All other specs (especially the display and graphics card) remain the same.

 

The estimated delivery date is Wednesday, June 3. I'm pretty sure that I'm going to sell it, rather than use it. Once bitten, twice shy....

But that new Studio 14z is awfully tempting...maybe I haven't learned my lesson....

 

Oh Wednesday..will be here before you know it! And, if you can make some $$ by selling..that's always a good thing!

(Yeah, I saw the S14Z..and it's very fresh! And, has a good price on it....and even better...it comes in Red)! I say go for it! If you want to get it, and try it out...doesn't work for you....you can return it!


Cin

 

That's not bad at all. I would actually prefer a 1537 to a 1555.

For the record, they wouldn't have to "scrounge up parts"; Dell still sells the Studio 1537 Special Edition brand new, customized however you like it: http://www.dell.com/content/product...-studio-15-edge-to-edge?c=us&l=en&s=dhs&cs=19

And for some, the P8600 might still be considered an upgrade from the T9300, even if not in terms of sheer clock speed; the P8600 has a faster FSB (1066MHz from 800MHz), and significantly lower power draw (25W compared to the T-series' 35W). Either way, I highly doubt the P8600 will be a disappointment.

Hell, if I end up getting a system replacement from my still-ongoing fiasco with this 1535 and the dead eject function, I'll see if I can badger them into sending me a 1537 SE.

 

I already have the P8600 in my Latitude E6400, so I have a good feel for its performance. It feels every bit as fast as the T9300 and has better battery life, too...so it is sort of an upgrade!

I had to resort to some guerilla tactics to finally get resolution. I sent a strongly-worded (but not rude) letter to the entire Board of Directors & copied [email protected]. I got a response within 12 hours!

 

I'll have to keep that in mind. I'm going to try the Unresolved Issues form some time this week, as soon as I talk to another support rep...the form asks me for a case or reference number, neither of which I have, so I'll get one from a chat, and then use the form. Hopefully it won't have to escalate any further than that.