Dell complaints

cornellalum · conscientious beginner Joined: 02 Nov 2007 Posts: 2

I have a 3+ year old Dell Inspiron 600m that is still under On-Site Next Business Day warranty. I have had multiple issues with the computer over the years, but the recurring issue has been the flaky bluetooth connector. In short, there is something wrong with connection between the internal bluetooth module and the motherboard that causes it to fail quickly.

Dell usually responds to this by replacing the motherboard and the bluetooth module. This solution only lasts for a couple of weeks, until it has been replaced again. I am disappointed at the build quality and technical support involved in "debugging" these issues each time I call in.

My motherboard has been replaced in Nov '04, Mar '05, Nov '05, May '06, and Jan '07. After the result of my latest contact with Dell today, they are sending me another motherboard + bluetooth replacement.

I'm wondering when this insanity will stop. I have tried to explain to them that this was a recurring issue. When I first contacted Dell this time around (a few days ago), I managed to persuade the lowest-level technical support to escalate the issue, explaining that I preferred a system exchange as their proposed fix (mobo + bluetooth replacement) would not be a long-lasting solution.

Today, I received a call from a "Senior Support Resolver" in the Dell Customer Resolution Center. He refused to issue a system exchange, even after I insisted that any fix would only be a temporary fix. He offered two resolutions: depot service to diagnose the issue, or an on-site technician. I refused the depot service because I paid for their on-site service.

I'm still disappointed by that representative's refusal to issue a system exchange. So I have the following questions:

1. Is this "Customer Resolution Center" the highest level of escalation? The representative I spoke to refused to let me speak to his supervisor, claiming that he's the highest level of escalation.

2. In the email summary I received from my latest interaction, there was an email address to "HSB Feedback" to provide feedback about my interactions. Would it do me any good at this point to express my disappointment at the way my case was handled?

3. What do I have to do to get a system exchange? Having to call Dell every 6 months because of recurring issues with this laptop is quite frustrating and time consuming.

OSRI · Regular Hater Joined: 10 Oct 2007 Posts: 29 Location: A01

Rocke_T_Sinetist · Posted: Fri Nov 02, 2007 8:12 pm Post subject:

Good advice above

After 3 unsucessful attempts to fix the same problem they are supposed to offer system exchange. But each attempt has been successful, if only for a short time, so that mechanism has not been triggered.

If replacement hardware continually fails, the design/integration itself must be faulty. Sorry to hear, but Dell has laid off or outsourced all quality and usability issues. From their perspective, once they have your money they're done with you.
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Rocke T Sinetist
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cornellalum · conscientious beginner Joined: 02 Nov 2007 Posts: 2

If I used the unresolved issues link above, will it go to someone else higher than the "Senior Support Resolver" in the Dell Customer Resolution Center? Right now, this guy is taking whole ownership of my problem and seems unwilling to do anything but continue to fix the issue. I don't want to piss him off by sending him another complaint.

I specifically asked the guy what happens if the mobo + bluetooth replacement fixes the issue, but fails again in one month, and he said we'll send you new parts again. =( Is there anything I can exploit to trigger a system replacement? For example, should I tell them to keep the case open for one month (I'm sure it will die again by then)?

The design is definitely faulty. The internal bluetooth module resides underneath the palm rest, to the left of the touchpad. The palm rest is not very study and flexes a lot, so it may be dislodging the bluetooth module from the motherboard. Multiple users have complained about this problem in the following thread: http://www.notebookforums.com/thread54208.html.

Rocke_T_Sinetist · Posted: Sat Nov 03, 2007 9:12 am Post subject:

Ah, the old palmrest trick. Once they put the harddrive under the palmrest, then it was drives that failed once a month. You have likely already surmised that an exchange system will probably do the same thing.

It doesn't help your situation, but a reputable vendor would come up with a fix for this--a foam insert over the bluetooth card for example--but like I said, once they've got your money, the best they will do is throw parts at the problem until the warranty expires.
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TechGod · conscientious beginner Joined: 31 Oct 2007 Posts: 1

If the palmrest is flimsy, then request a new one... I did the same thing on my 600M and it fixed the bluetooth module....

spikeman86 · conscientious beginner Joined: 19 May 2008 Posts: 1

I ex wife got my daughter a dell laptop, which I told her not to, and the mother board crashed 3 times. They sent a new lap top. Had it for a week and it crashed. I want my money back but I don't trust dell. I say if they want their junk to come and get it. I hope they take me to court. I will tell them that my statement is on the computers, so turn them on and they can read them.

DELL IS CRAP!!!!!!

poormanq45 · Posted: Wed Jul 02, 2008 2:55 pm Post subject:

call back in. Get the call escalated immediately by asking for a manager repeatedly.

When the manager asks the problem demand an exchange under the system exchange global policy.

You've had this problem happen more then enough times.

Also, if the services actually cost more then a system exchange this should be opted for. Multiple motherboards easily outprices a system exchange.

Also, check into your local lemo law. Alot of states have a three try rule. Even if the issue goes away then comes back the lemon law will apply

Commendatore · Hates with a Vengance Joined: 10 Jun 2008 Posts: 80

Five motherboards? Are they bullshiting you or what?

Demand a replacement. And to bust their balls, tell them you want a new replacement, not refurbished. And because of the trouble you went through, tell them to upgrade the computer. Let them put that in their pipe and smoke it.

FallenAngel · Super Hater Joined: 21 Feb 2006 Posts: 1492

HellResident · Dances with Hate Joined: 20 Nov 2005 Posts: 123

actually the wife's d610 had an overheating issue a couple months ago . Just the ram but I wassnt going to tel THEM that . Just that it was hot, the fan and memory had already been replaced. So they exchanged it.

I'm not sure, but I think in canada the laws are different on such thing, because while I expected the refurbished system and one full of scratches from being opened and returned, what she got was a new one in the box. Not refurbished. I was quite surprised, but I shouldnt think any american customer should expect that. Mind the ac adapter frayed in the first week.

HellResident

Rocke_T_Sinetist · Posted: Sat Jul 05, 2008 12:37 pm Post subject:

Depends. They'll send you a new one if they are out of refurbs at the time--it happens.

And oy! Rolling Eyes

Dell's adapters. Rolling Eyes

We used to get PALLETS of failed ones in the safety lab every week. Notice that they got troublesome at exactly the same time they became proprietary, so you had to buy a new one from Dell? Nothing suspicious there. Shocked

If you have an adapter failure, tell them the wiring is exposed. They should replace it free, warranty or not, as a safety issue. All the ones I saw--boxes upon boxes of them--were replaced free as safety issues. The 'just plain broken' ones didn't come to the safety lab.
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Rocke T Sinetist
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HellResident · Dances with Hate Joined: 20 Nov 2005 Posts: 123

Actually that's what was wrong with it. Within days of getting it the adapter end came apart from the wiring and started showing wires. I just waited this long to let the warranty transfer,...no sense spending more than 15 minutes on the phone.

HellResident

Rocke_T_Sinetist · Posted: Sat Jul 05, 2008 5:07 pm Post subject:

You know the drill, HR. I said that for the benefit of those who don't.

It's not even subterfuguous. Exposed wiring IS a safety hazard. And Dell's liability underwriters require them to replace safety hazards regardless of warranty status.
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Rocke T Sinetist
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HellComputer · Dances with Hate Joined: 16 Feb 2006 Posts: 213

This is a known problem with the 600m. and has been known for 5 years now. When you get a working system, be sure to always carry it with two hands, so you do not flex the system, the case is too thin and it causes the motherboard to crack, or the bluetooth adapter can start to disconnect from the movement of the case and motherboard also, causing a real pain in the ass with all the system messages about it being missing or returning. (it is connected by internal USB)