Dell complaints

Starman97 · Dances with Hate Joined: 05 Feb 2007 Posts: 103

sounds to me like they didnt replace the keyboard at all.
How likely is it that they replace a keyboard with a single bad key with another new one that just happens to have the same key bad?

JohnHarold · Regular Hater Joined: 24 May 2007 Posts: 10

I replaced the keyboard myself, with a new/refurbished keyboard sent by Dell.

I might also mention that I discovered a second key that's bad, the tilde (~) key. Before going ahead with the return, I plan to swap out the current keyboard for the previous one, and see if it's bad on that also. I suspect it will be.

Starman97 · Dances with Hate Joined: 05 Feb 2007 Posts: 103

That's beginning to sound like a software problem, like you've got the wrong codepage loaded for your keyboard.
Dell makes keyboards localized for non-english language markets, some of the key mappings are different so they have a file that maps the keyboard to the local language. It almost sounds like you've got a wrong file loaded. One that does not have the backslash mapped to the key on your keyboard.

You need a low level utility that checks the key scan codes before the OS gets to map them. Something like this:
http://www.passmark.com/products/keytest.htm
http://www.kbdedit.com/manual/low_level.html
and see if that key generates scan codes when pressed and released.

JohnHarold · Regular Hater Joined: 24 May 2007 Posts: 10

I downloaded the PassMark software yesterday, that's how I spotted the bad tilde key. That one and the backslash key come up bad on that software (don't register when pressed and released).

In terms of whether it's a software issue, I note that 3 different keys (space bar, backspace & enter key) were malfunctioning before I sent the machine in to be repaired, and I pulled the hard drive before sending it. I haven't changed any software relating to the keyboard since getting the machine back with its new/refurbished motherboard.

JohnHarold · Regular Hater Joined: 24 May 2007 Posts: 10

Okay, good people. It's been awhile, but within about 4 weeks of my last post, after the third shipment to the repair center, Dell finally got the job done right.

I've had the computer for a couple of months since then, and it's functioning properly.

Wish the fuck they could have just gotten it right the first time.

But anyway, they finally did fix it -- although the process was indeed hellish.

Just felt like I wanted to wrap up the story for those of you out there sitting on tenterhooks, wondering how things worked out. Smile

I think, after the first two failed repairs, sending an email to the quality control people [ dick_hunter(at)Dell.com ] may have made a difference. If you're stuck out there in limbo trying to get something through Dell's service process, you might give that a shot. A factual and straightforward email seems like the best approach. At least, it worked for me.

Rocke_T_Sinetist · Posted: Fri Dec 14, 2007 4:29 pm Post subject:

Thanks, glad it's resolved. They CAN fix stuff, but most of the time they're unmotivated and their lowest-common-denominator performance is pretty bad.
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Rocke T Sinetist
as in, 'it doesn't take a...'