disappointed with Dell (my experience stated in 1st post)

as mention in the title, this is my experience..

my system Inspiron 640m is few months old.. so i have called Dell regarding the "unidentified teeee sound"..
fine, they took back for inspection. they claim that the sound is "normal". But to me, people can hear it(the sound) during discussion or in the room. And the sound can on forever as long the system is on.
Imagine mates asking this: "why la your laptop so noisy". Just speechless

so got back my laptop today 3/9/07 and test it. sound has been minimised(not as loud already).
but the sound came back when im using it at night!!!
Not just only this current problem unsolved!!! but the condition of the laptop after back from workshop is HORRIBLE!!!
my stickers are peeling off (because they peel it off and change it to another base), the lid there is mark(like heavy object has been on top leaving the mark on it)!!!! all these really disappointed me as Dell user.

now this laptop is just as if has been used for years..but i have just purchased it just only for few months. i can guaranteed NO WEAR and TEAR on it. (as usual la, because new not yet reach a year so use with care)

if you were in my shoes, what is your feeling.. Honestly, Dell has broke my trust.
This is not a sabotage on Dell, but is my true experience as Dell user

can anyone tell me what can i do??
i have posted this issue in another forum hoping that forumers can help me.

Thank u.

 

Welcome to NBR, tam07.

I am sorry to hear your experience with Dell. The first thing you should do is to get in conect with Dell and tell them about your experience. You should tell them about the damage that has been incurred in the service centre and the noise, and ask what they will do about it. They should be able to help you. If not, there should be a fair trading organisation in your country, which can help you. in these sorts of circumstances.

Good luck.

 

thank u for your welcome..
i have spoke to the customer service manager, she claim that the noise is normal from the engineer.

out of no choice, i demand for a new replacement unit. she said "we are unable to do that, because the Inspiron 640m is an obsolete model already".

sigh....

problem unsolved, unable claim new replacement unit, condition of the laptop back from workshop worsen....

i can only say, Dell is unprofessional

 

I suggest that you have the system sent back to the repair facility and have it fixed. just inform the tech about the problems that you found in the system so that he can relay it to the tech in the repair center and they will take care of it. you must be specific. I guess the manager cannot replace the system yet because of the policies that they follow, but you can always demand, that is if you send the system the second time around and still are unable to fix it. They might probably replace it with a newer model, but still is subject to availability.

Good luck.

 

thank u skree.

since this is open to public all over, i want to take this opportunity to ask whether anyone experience this "teeeeee" sound where is obvious noticable.
this sound is forever unless switch off the laptop.

my spec: c2d 1.66, 1gb 667 ram, xp pro.

Dell claimed that no user experience such problem. since not all the units have such issue, by replacing it might solve the problem.

However, Dell already replaced a motherboard. But the sound is still there.
Should I trust Dell bout what they said??

 

The "teeeeee" sound might be a screeching sound, either from the fans or the disks in the hdd. it may also be from the ac adapter (try to check). Try running the "abnormal noise coming from computer" diagnostics under the symptom tree. you must first boot to the dell diagnostics partition (F12 when you see the Dell start up screen, select diagnostics). Try to observe if the problem exists, or gets worse while testing the fans. If the noise is present at all times, remove the hard drive and the cd drive, then start the system. If the problem does not exist, most likely the noise is caused by the hard drive.

 

the site engineer already did what you have just mention.
that is why he want to take it back to workshop.
and i allow it which is a wrong decision, since back for the workshop, those engineers at the workshop did not handle with care my laptop causing unwanted xxxx on the body of the laptop which raise my temper.

thus, since the problem unsolved the engineer claim that the sound is "NORMAL"

which then the customer service manager said the same thing to me based on those engineers statement.

customer service manager says: "our engineer say that the sound is normal, im sorry that we cant make a replacement for you".

..........................

 

I'm guessing the noise could be coming from your hard drive. Did you include the hard drive when sending your system to the repair facility? For testing purposes or replicating the problem, the engineers usually use their own hard drive in the repair facility, thus unable to hear the noise. If there were no issues in the system while they tested it, the engineer probably just replaced the motherboard as a best guess.

I'm just speculating, but maybe that's the case.

 

I think the sound is from defective fan. I have E1405 which is similar to 640M i think. Here is my experience:

1. contact Dell, laptop got pick up and sent to depot. They replaced couple parts other than the fan.

2. got back in a week with the worst scratches all over.

3. i called and demanded them to fix the scartches and the Fan.

4. got back, the scratches were still there, the fan was not fixed, they replaced the motherboard instead.

5. I called Dell again demanding to fix everything once for all. Also spoke on the phone with a manager.

6. Got back the laptop, part of the scrathes were fixed, still have scratches at other parts. AND I NOTICE THE LCD ACT FUNNY. Out of sync intermittently.

7. called Dell again and said, I am out of laptop for nearly 5 weeks and nothing has been fixed. they promised me this will be the last time and they will fix everything. I said, "I WANT A NEW REPLACEMENT IF YOU CAN'T FIX THIS RIGHT THIS TIME".

8. got it back... Part of the scratches still there, LCD was replaced, but the same sync problem...

I then as to ship me the LCD screen and replacement plastic parts so i can FIX MYSELF. They sent me those parts and I did replace all... but shortly after that, Dell agree to ship me a New E1405 with a bit better spec since my laptop was already 7-8 months old.

So, don't give up, continue shipping it back, since you don't have to pay for the shipping anyways. Continue to say the problem is not fixed. In my case, new problem developed maybe from fixing it wrong or dropped during shipping and handling. I think after 4 try, you will most likely get a replacement as well. Good Luck!

 

the whole laptop including my ac adapter also there.
so basically my laptop spend 3 weeks there.
sorry to say, the engineers are hopeless.
wasted my time waiting, worst still they have peel off my stickers.
sigh..the more i say, the more i get pissed with this brand.
i just hope to solve all this asap.. and put this brand away from my life

 

I remembered this is my reasoning with Dell. I need my laptop to do my small business. Now I am out of thousands of dollars cuz i can't run my business smoothly with my own computer. I want a replacement NOW. Try to reason with them instead of shouting or yelling. I really got a "new" e1405 with "new accessory" (like when you get the latpop the first time). I hope to heard good news from you soon. So far, Dell has not failed me yet. That's the reason all my laptops are Dell. (8500, 700m, e1405, 1420).

 

hello lizard. salute to your determination and time u spend doing this.
the e1405 so called same as 640m. mayb the 640m is malaysia version.

there is something i think is different from yours. my service center in not the main HQ. The service center im sending to is kind of an outsource center. so everytime this service center need to request for parts replacement from the HQ.

during your time the model still exist.. but now, Dell has stop production for the I640m. i have doubt that they will give me a new replacement unit. i have no idea whether offering replacement of new model is available to them.

if i know there are so much hassle, i would not purchase it.

 

lizard, really appreciate that you are trying to bring hope to me.
who should i speak to?? currently i spoke to customer service manager once only. whoelse that able to make better solution??

lizard, im speechless when they told me that "the engineer claim that the sound is normal". what can i say?????

i really feel like giving them try the system during meetings or presentatition.. so that they know how it feels with the sound.

 

firstly i am sorry to hear ur experience with dell

the "teeee" sound u r hearing is nothing other than the cpu whine which haunts the majority of the ppl in this forum, its irreplacable since its an engineering flaw made by intel for their core2duo processors.... i have the inspiron 1720 c2d processor too which makes the exact sme sound u mentioned..... its caused due to the processors entering the lower power states....... i know its annoying but, what other choices do we have any way, try to live with it....

but in any case the damage done to ur lid is not acceptable at all, u have every right to demand a replacement for a newer inspiron (inspiron 1420), don't give up, lodge as many complaints as u can, and i am sure they will do something about it

good luck

 

I hope I can help you feel better with my experiences. Like I said, I had 2 other Dell laptop and a desktop all without problem for years. My 8500 was about 5 years old and still running strong. Not until I have E1405 for 7 months to experience my FIRST problem from Dell. I thought it was so small of a problem that they can fix with one try and ship me back. Then, I will still be a happy customer.

By the way, I think all Dell are made in Malaysia. I also think Dell contract Selectron to repair it's computers and laptops. That's where my laptop goes every time, Selectron. Also, I head Dell will most likely ship you a NEW ,in your case, I think it's Vostro 1400 as replacement if you going to that route. So, keep your hopes up.

 

no matter what model it is, i just want a peaceful laptop which serve my needs.
i thought that Dell should be efficient, didnt know that i have to lodge as many reports only action will be taken.

appreciate all the helps here. keep annoying them then. sigh

 

I've just caught up on this thread, as I was away for just some time.

The advice that lizard123 has offered you is totally correct. I completely agree with him. Keep in conact with Dell, just so they now that you will not leave them alone. Also, look into the laws of fairtrading in your country, and just quote or mention some of these to the Dell representative, so they know that need to do something about your notebook. Also, try and get hold of a supervisor or someone more serious, and get them to at least fix the scratches and marks on the notebook, or send you a new unit.

Please keep us informed on this thread.

 

tam07, if you are in the US. I suggest that you call Dell for this issue and have the system sent back again. Since you only sent the system to the depot once, you won't be given an exchange yet, but you can insist sending the system back for repairs. The repair facility will try to fix the issue that you have, so you must be specific in describing the problem to the tech. If they return the system back without having it fixed, just ask for a manager or L2 tech and they will give you other options. Good luck on this. Hopefully you should be able to have a working system.

 

mail already sent yesterday.
call already made this morning.
till now im still waiting for their reply.

if they say need to take back and investigate again. i think i will start throwing chairs. because i will not trust this service centre anymore due to the horrible work.

 

skree, unfortunately im not in US.
and the laptop i send to is not the HQ in my country.
is where service centre located in each states.

 

You need to call and make a big deal about them mistreating your laptop. That is complete bull. They should at least repair the parts that they damaged. They also do have the authority to give you a new one, you just have to talk to the right manager. I would tell them that the sound is unacceptable if other people in your class can hear it. The notebook is for college and normal computers don't make a hissing sound.

 

They can give you a new replacement model. I was issued a new replacement for my 1705 after 15 months after arguing with them over a 3 month period. My notebook constantly broke, and all they kept saying is they could give me refurbished one, but not new. I said no and kept sending technicians out to my house. My notebook was in absolute pristine condition, and I took very good care of it, so hell if I'd except a refurbished one. They finally issued me a new 1720, it just takes time.

 

now my current issue is that having problem speaking to them..
whenever i call for the same technical support personnel, this person will be on engaged...so the one on line, will say, "xy will call u back"...

thats why i need help from all here.. if u have deal with those managers who are professional and efficient, pls recommend to me...

i feel so annoyed calling them, they seem to be avoiding my complaint.

 

Don't ask for the same one. Call a different technician. Btw, customer service is basically useless, so just avoid calling them. Talk to the technicians / technician managers.

 

the technicians / tehcnician managers is it the tecnical support???

the manager just called me just now..i was asked what they can do for me..
so i told them for replacement unit. and the manager said will get back to me by today the decision.

 

Yes, the technical support. Regardless, you have a new problem now, they mishandled your laptop. They need to replace the parts that they damaged or replace the notebook. Don't take a refurbished, it will probably come to you in worse condition then the one you have now.

 

Man, it's not just Dell, ALL big companies sucks. Make an insurance for that laptop and few weeks after report it as stolen.

 

Yeah, that's a great way to land yourself in prison as well. I guess you wouldn't have to worry about the hissing noise, though.

 

tam07,

How long have you been dealing with Dell and this problem now?

 

so the manager did not call back today...is already after working hour.
what to do..wait again..

 

This kind of service is not only with DELL but with all big companies..... When the company tends to be big they cannot cater to the needs and service of all its old and new customers and hence provide poor service....

 

This type of thing does happen with other companies, but the fact that his notebook has been sent back in a worse state is something else. Most companies would treat their customers notebook with at least some respect, and actually do what their supposed to when repairing. The fact is that the technicians do want to fix these things, but the managers of service centres have alot more power and will make the decisions.

 

yes, thats true zero. they are called engineers, with some degree of respect. but the standards or ethics as an engineer seem to be not matching..(im referring to the engineers at my service centre)

i have just read a thread regarding the sound im facing... i remember clearly that the manager i speak to said that there are no such issue reported by customers regarding the sound im facing. ANOTHER DISAPPOINTMENT I GET FROM DELL REP!!

they are lying to me!!! from the thread so many users have returned their inspiron due to the complaint. I cant convince myself to trust Dell anymore.

 

Do i need to go to the extent mailing Michael Dell???
welcome any advice..
thank u

 

update that i get from customer service manager today..
they are currently arranging the replacement for me..

so atleast now there is something working behind there, so i dont need to keep calling.

 

I am glad to hear that you are finally getting somewhere with you situation. Hopefully, this will be resolved soon.

 

can i ask everyone here, am i greedy if i ask them for the travel remote and earbuds??

because is still within the promotion period and i just realised that the travel remote and earbuds are not stated in my quotation.

will i be greedy for asking them to give that two items??

 

You can always ask them to compensate you with those two items since they have caused you grief. These are not large or expensive items, so they may do it just to satisfy you as a customer. But, this is Dell we are speaking about and everyone knows how their "Customer Service" is. None the less, it never hurts to ask!

 

Ask them. Whats the worst that can happen? They say no?

 

Dell can only provide me the travel remote.
I don't know why earbuds not included. I didn't ask.
However, still ok with me.. Not to be too greedy.

 

Its nice to hear that your problem is approaching being fully resolved. It just shows that Dell needs to be bothered and botheredm, before they actually listen to their customer. Its funny how they try so hard to get people to purchase their notebooks, and then when something goes wrong, they don't want to hear about it.

 

It is good to hear that you recieved something for your troubles with Dell!

 

Lucky you, you actually got a replacement. I spent over a month without my laptop and uncountable hours on the phone with tech support and nothing got done. A manager refused to give me a replacement saying that the issue is 'normal'. Now my warranty is over and I refuse to give my business to Dell again. I was a huge fan of Dell a year ago, but not anymore. Now I'm having the 3945abg problem again and have no wireless. I just contacted my credit card company since I have extended protection for another year with them.

 

I had the same experience with Dell. I DHL'd it to the return depot for a repair to the mother board (the 3 month old 640m would not power up). They returned it with the top cover badly scratched. They even managed to scratch the screen somehow.

So far no reply from Dell as to how to remedy this situation.

Darn shame because I have been a faithful Dell consumer for the past decade.

 

hello,
my update.. got my replacement today 17 sept.
so i would say pretty fast. just a week. i was told it will take 3 weeks.
overall, i think is ok. just the battery as usual, and the hinge not keeping the lid firmly. the rest of it i have not yet explore.

however, i would say the I640m keyboard is much nicer to type on. i dont know why.

i have difficulty getting familiar with this chick. i dont know where to off the wifi or search for wifi and connect it.

also, i wonder how to use the webcam?? i cant find a program to open and try out the webcam. in addition, want to try out the mic also.

my god, there is so many things im not familiar with in this I1420.

wow, the fan is super strong!! compared to I640m, i hardly feel strong wind blowing from the vent.

 

this helped for me : go to control panel - system - device manager
under bluetooth radios (my xps doesnt have a built in radio but still the option was there, strange but true) go to dell truemobile 355 or whatever it might be called on your laptop - go to properties - power management and uncheck "allow the computer to turn off this device to save power" That made the noise disappear in my case

if you have any questions feel free to contact me
[email protected]

hope this helped

 

hmmm, Dell just offered to replace the Repair Depot damaged 640m

 

Dell overnighted the parts to fix it. They offered to repair it at the Depot but I opted to do it myself since that is where the damaged happened. I will open it up later and see how much trouble I can myself into. Way to go, Dell. That's more like the service I've become accustomed to.