Dell complaints

[ctijohn]

Here is the latest reply from "my man" at Dell after asking why all of the Inspirons have a 1 yr standard warranty now. This guy has Dell written on his underwear for Christ's sake!

John,

I just checked the website myself, and I see too that the warranties have been changed back to a one year baseline option, I apologize for the inaccurate information in my last message. My group was never informed about the change in warranty for the Inspiron line, so this is news to me.

As far as Dell getting credit back on parts that are returned to the manufacturer, I do not have any information regarding that. I do know that we return some parts to the manufacturer for defects, but I do not know about product failures.

I am an advocate for Dell at the corporate office, and I do treat customers fairly when it is within the boundaries that the customers set with warranties and service agreements. In this case, this system was configured and purchased online. There were options for longer service agreements and coverage, but were not selected by the individual who configured the system. What we have is a failure that has transpired outside of the customer configured warranty period, therefore taking the responsibility for replacement of failed hardware away from Dell. If this problem is corrected, there is a choice to extend warranty on the system so that Dell can cover any future instances, should they happen.

Thank You,

[Rocke_T_Sinetist]

"That's just what they'll be expecting us to do!" (Robert Stack's line in 'Airplane 1' and William Shatner's line in 'Airplane 2'.)

Yep, quoting you the 'terms and conditions', and doing a Reagan (geez, I didn't know that!) on the statement about vendor warranties. Well, your warranty DID expire. Really ethical retailers, like car dealers, will sometimes 'stretch' to satisfy a customer. Not Dell.

Dell has calculated what a pissed-off customer costs them, and evidently it's less than the cost of a motherboard (what they said you needed). I think you've done most of what is practical to do, with Dell.

I'd suggest trying to find an aftermarket service company that has access to Dell parts. No other keyboard or motherboard will mechanically fit your chassis. Besides, all of Dell's repairs are done by aftermarket service companies. And the ones Dell tells you to mail it off to are MUCH worse than the ones in your hometown you can drive to.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[FallenAngel]

Well let's take another look at this shall we?

They "Reagen-ed" their way outta the "OEM for hardware" that you obviously brought up, so they're a lost cause at this time and place so we move on.

I used to support Inspiron lines and keyboard failures are quite common, but sometimes related to the chassis believe it or not, namely the "palmrest" assembly in particular.

The chances of it being a failed motherboard are about 50:1. Most likely a crap palmrest and/or failed keyboard. The controllers for those pieces of junk fail like you wouldn't believe either, so we'll say it is the controller for the keyboard.

The keyboard will need to be replaced.

You can either:
A) replace the keyboard out of pocket as a PART ONLY from the Parts department and one of us will walk you through the replacement - at that point provided that it works, you can pay a nominal fee to have it recertified and then you can extend the actual warranty til it hurts KNOWING that it's gonna fail again

OR

B) buy an external USB or PS/2 keyboard and forego the built in one altogether. You can buy a full size if it never really "goes" anywhere, or you can get a nifty fold up one that's just as good as the one that you have now, 'cept this one will work.

For now, you need to work on the issue at hand to the best of your ability while keeping it as simple as possible. Worry about sinking fangs into Dell tomorrow or the next day, but assure yourself that you're not done with them (or something like that lol).

[ctijohn]

Thanks Rocke_T and FallenAngel. I found a source online for a keyboard and ordered it. I also found the instructions for replacing it which doesn't look to hard to do. I somehow ended up being my departments "pc repair guy" a while back so I am fairly comfortable opening up pewters. Laptops are no doubt a different beast so i will let you know if I need any help. I would go with a keyboard but my daughter doesn't have room for one on her desk. Typical teenagers room, cluttered with crap everywhere!

One last question, I have been buying Lattitudes for work because we still have to use a serial port for some of our older legacy products. I set up the machines for dual boot with DOS as the other OS. I have tried USB to serial adapters but something about the interfaces we use are voltage sensitive so the USB doesn't work. Do you have any recommendations for a comparable laptop(from another vendor) that will take abuse from techs such as being in dusty environments, going from a sub zero van to a 70 deg. environment and turned on while while the thing is sitting there sweating? I know, I keep harping on them to let them warm up but some of them will still do it. We also use the PCCMIA slot for a network adapter to LON networks so we need that also. The have to be Windows XP PRO or 2000, min 1.7 gb cpu.

We normally spend between $1500-1900 for each one. Mostly the D800s from the Outlet. Believe it or not I have had very few problems with them. I'm just looking for anothr source just in case this whole warranty thing doesn't work out. It may be up yours time and move on to another vendor.

John

[FallenAngel]

Toshiba notebooks I've heard are fairly durable. Still, I'd try to trim down on some of the severity that you've painted for how you use them...

[ctijohn]

The replacement keyboard arrived and took about 10 minutes to change. The laptop works like a normal machine again. Thanks for your help and input everyone.

Rest assured I have not given up the fight on this with the "Empire" yet! I feel like Luke Skywalker going after Emperor Palpatine!

[FallenAngel]

Sweet azz! Let us know what transpires! I love a good underdog!

[EDM-DOC]

Hi, ctijohn:

Panasonic ToughBooks look better than most, but may be a little more than the $1500 to $1800 that you have been paying...

[ctijohn]

I finally reached someone in "The Corporate Offices", explained my situation and they are sending me a replacement keyboard (after I already bought one at a distributor). Oh well, I guess it's the satisfaction that they finally did the right thing.

At least I will have a spare to replace the one I just put in it after it makes it through the 90 day life cycle if it is like the original one.

Thanks for everyones help and input. I love this website!

John

[Rocke_T_Sinetist]

Terrific, John! We really 'get off' resolving issues outside the Dell structure more readily than they can be resolved within the Dell structure

From my point of view it's like "Fuck you Dell, I know more about your gawdam business than you do, and you laid me off". (From my psychologist's point of view, it would be making lemonade out of lemons. )

Do NOT put that spare keyboard in a special place where you won't forget where it is, because then you WILL forget where it is. Just put it SOMEPLACE. I'm no prophet. Nonetheless, I prophesy you'll need it.

Oh, unless lint blocks your cooling and fries your motherboard first. You DID blow the dust out of the cooling path while you had it apart, didn't you? Sorry for not bringing that up earlier, I didn't know you were that handy with a screwdriver. I've taken things apart for a living since 1966 and Dell's laptops make ME grumble. But do attend to the cooling, it's the biggest single issue with Dell portables since they crossed the gigahertz barrier.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[ctijohn]

Hey Rock,

I have been volunteered over the years at work to be my departments "Mr. laptop/pc repair guy" So I have learned (usually the hard way) it is much easier to clean the dust out when you have it open with some canned air then to have a molten piece of plastic from overheating!

I usually open up my home 8400 every couple of months and blow all the dust out (espicially before the humid summer months). I am amazed if I go to friend or relatives house to see why their machine is "acting funny" and pull out globs of dust and finally free up the cooling fan again and open the air vents back up.

Sounds like you are much better off not being in the evil clutches of the Dell Empire and having to put up with the politics and bullshit.

Thanks for your help and advice. I'll make sure I keep the new keyboard somewhere I'll be able to find it when I need it.

John