Dell complaints

[TunieV]

I'm sitting here trying to type with my fingers crossed because my I5100 keeps shutting down every 15 minutes for no reason. Actually, I know the reason, too late - this system has an inherent design flaw. It's processor runs too hot and the system shuts down so the motherboard doesn't fry. I posted yesterday in the other customer section about this problem and someone was kind enough to reply and provide me with a phone number.

After waiting on hold for 45 minutes I spoke to someone I could hardly understand. His solution was to mail it in to replace the processor and thermal assembly unit. I would then get it back in about two weeks. This was ALREADY DONE a year ago, for the same symptoms.

This $3000. unit is being purchased via DFS so everyone is aware it's a small business lease.

Then he hung up on me when I asked, NICELY and POLITELY to speak to a supervisor.

I called back and someone else I could hardly understand tried to transfer me to the "warranty division" - why I don't know, as I asked him why, I got a busy signal and the line was dead.

I called back and someone ELSE I couldn't understand did succeed in transferring me to the warranty division, why I don't know, but transferred to the HOME user section instead of the business section. She tried to transfer me BACK to tech support but couldn't.

To say I'm frustrated is .... whatever. I do web site development and make $85.00 a hour on a good day. This week started to be a success for once - I have lots work to do and now this - I can't do my work. Over the last two days I have lost about $1200 worth of billable hours because my computer won't stay on. I had a Dimension years ago that I sold to my sister and it's STILL running just fine.

This 5100 has well documented issues with overheating and all Dell wants to do is keep replacing parts. Been there, done that. At what point does Dell say, we screwed up and at least replace the systems that have caused the most problems. I'm not saying every single 5100 but ones that have a documented history of this same problem.

Does anyone here have a number in the United States that I might call to get this resolved?? I know I am only one voice in this world but losing my business because my computer won't run is not a very pleasant thought. My business is a very competitive one and it doesn't take long if one can't get the work done for a customer to move on. I'm a one man show here... and have kept my business going by myself for over 8 years.... I would hate to lose it because I made a poor choice and bought a laptop from Dell. Shipping it away and not getting it back for potentially two weeks would kill my business. I've been using computers since 1981 and have NEVER had such a problem with ONE system.

I have printouts out of pages and pages documenting the overheating and design flaw issue on this system. There has to be some way to have someone at Dell hear my voice. I have a Complete Care warranty until June of '06 and this is not complete care in my opinion. The fact that my own account has a documented history of this problem has to count for something, doesn't it?? Whine, whine.... I know. I'm just as my wits' end here....

I DID update the BIOS last week to version A32 and the shut downs increased dramatically - IDEA? Does anyone know if I can roll back a version or two to see if that will help?

WOW, made it 10 minutes so far without shutting down... I'm tempted to just stop paying for it... but all that will do is ruin my good credit.

Anywhere I can call to maybe get a replacement out of Dell that might last until the lease runs out??? I don't know, I'm grasping at straws here... Oh, great, the fan is running full speed on high.. I;'m learning that a bad sign..... I will check back here when I can and hope someone has some ideas for me on what to do or how to proceed to the next level with Dell.

Thank you for reading my rant and whine.

[Badger]

I'd almost say that, if you're interested in doing some modding, make your own cooling ducts and throw a fan in there. Mod your laptop so it runs cooler. It might not be easy, but it might be effective.

As far as getting a replacement, keep calling back to tech support. There ARE good techs, Indian and American, who will be able to help. If they are trying to transfer you to warrenty, perhaps it is a complete replacement under warrenty. Probably not though. But keep hounding the techs. Most of the idiot ones won't be smart enough to check the case logs. If you think you've got a loser on the line, hang up within the first two minutes, otherwise the call gets counted towards their handle time and makes them look good. Be patient, keep trying, and eventually someone will succeed in fixing your problem.

As for rolling back the BIOS, when the BIOS update happened, it should have saved a backup in the same directory the program was loaded to. If you can find it, you can flash your BIOS with it and roll back. Have you tried going into the BIOS and turning on every power save option and try to throttle back the clock speed to keep the heat down?

Best of luck!
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[TunieV]

WOW! Should have prefaced my post with the caveat that I'm somewhat computer savvy but wouldn't begin to attempt what you suggested other than the BIOs rollback. I've replaced a few parts here and there over the years but don't have the expertise you kindly credited me with! This unit is still under warranty - bought an extended warranty for the life of the lease - my only semi-smart move at this point.

I'll give the rollback a try on the BIOS and hit tech support up again tomorrow. Today wore me out. I must say that the people I did talk to in India today ARE polite if a little out of their league most of the time. I think TECH support is a bit of a misnomer - at least that was my experience today.

Thanks much for your reply. I'll keep plugging away to a, hopefully, somewhat reasonable resolution. I'm not asking for the world here - just don't want to send in my laptop and have it gone for, potentially, two weeks! From what I've been reading here and elsewhere the policy seems to be either wear the consumer down totally or keep replacing parts until those parts give out and then replace them with more parts ad nauseum...

[KillerBee]

5100, sad to say, is what internal techs call a "Lemon-hundred". ALong with 1100 models. You have a complete care warranty, right? You mod your system, as suggested. Don't be afraid about frying the mobo or something like that. When that happens, call the tech support, and tell them that your computer got accidentally damaged (like spillage). They will give you a system exchange becuase of your complete care warranty. Don't ever mention you opened the portable.
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[KillerBee]

You will receive the portable back 5-8 days after sending it in (if you ahve a return to depot service contract). DO NOT SEND IT WITH YOUR HDD! You WILL lose data.
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[drudixon]

For Graphic Design, get a ThinkPad T43P or an HP 6250. Both are pretty good. In the Dell family, they're model for Graphic Design is the new Precision M70. The Precision has nice specs, but still subject to crappy Dell quality issues and poor support. Apple's always a great way to go.

dru

[TunieV]

KillerBee - you finally put into writing what I have learned in the last few horrible days. The 5100 is a lemon, pure and simple, and while Dell knows this, they will never admit it. Just keep replacing parts, and more parts and more of the same parts. They could rebuild this lemon and it would still have the same problem - poor design. Lesson learned, after 5 Dells I will never buy another one. If I had the know how, I'd build my own. Unfortunately, I am like millions of other consumers - we have to rely on another company for our systems. I'm not a complete computer moron and feel I know more than the average consumer after using computers of all ilk since 1981 but I don't know enough to put my own together or I would.

So much time wasted lately dealing with this problem that will never go away. Just keeping my fingers crossed it will limp along a few more long months until it's all paid for. The horrible hoops I've jumped thru since receiving this piece of crap dealing with Dell tech support and customer "care" (what a joke) were a complete waste of time simply because NO ONE would admit what KillerBee just did - it's a piece of junk, always was, always will be.

Thanks for the replies and info on what I should look at next time around.

[paul_dellcc]

I've already told you that Customer Care can't help you if you have a technical problem. It is not of their business, it is not what do they get paid for. Otherwise why a Technical Support department exists To do nothing? I don't think so.
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[TunieV]

I'm sorry, I posted above that I WAS dealing with tech support. You, paul_dellcc, actually gave me the number to call and that is the department I called. Why are you so mean? I'm not stupid, I know the difference between customer service and tech support having had to deal with Dell tech support too often for my own health.

[TunieV]

Addendum.... not all consumer computer users are idiots so stop making that assumption.

[mikwiz]

Tunie V: The reason Paull Dell__DellCc is so mean, is because he has no life other than this forumn. He is an "ex customer care supervisor", or so he believes himself to be. So that explains his nastiness and inconsiderate comments. Just ignore him, and hopefully if enough people do here, Paul__DellCc will go away into DELL HELL where such people like Paull__DellCc wind up any way.

[paul_dellcc]

TunieV: I didn't want to sound mean. I just told you again (as you mentioned something about Customer Care) that CC can't do anything for you. I didn't want to sound ironic neither.

[mer1wiz]

Hi,

Did you try blowing out the vents where the heat comes out from?(dust gets in there & makes the 5150 even hotter) A can of compressed air, will do this.. I payed $36.00US for a
lapcool 2 notebook cooler,
that helped alot, as well, as let me keep myself safe in the family way...
Temp was at 52C then...
I ended up, opening up my Dell 5160 & putting Artic Silver 5, where the generic thermal compound was...that was after 3 MOBO, CPU, & system fan replacements..oh & one 5200FXgo & then they replaced the DDR333 and upped me a 512MB stick as they messed up shipping parts to service three times...Now temp gets to 44C at full load, runs at 32-36 otherwise, this is plugged in, when on batteries, I've never had an overheat problem

Also try downloading these programs at:

http://www.diefer.de/

SpeedswitchXP, & I8KfanGUI


put speed switch on dynamic switching that will keep it at 1400 -1600Ghz
depending on the speed of your P4

on the fan program, apply the first fan on high(take full control of it)
this will keep yur 5150 from shutting off, as it won't get hot..

also turning the brightness of the LCD down some, helps with the heat as well...



AS far as getting an american, just get the person, whom you are speaking with's name & #, then kindly tell them you cannot understand them, they willl get you to an american after 2 or 3 tries at the Indian desk...

Regards,


Mer
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[paul_dellcc]

Even when you transfer, phone calls goes random.

So you don't know where it will end...

Good tips on how to solve the 5150's problem
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I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Badger]

Very good tips indeed mir1wiz! I'd submit those ideas to Dell, maybe try to get credit for coming up with a good solution.
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I may not agree with what you say, but I will fight for your right to say it.

Midget Tossing funds Terrorism