Dell service on laptop

D18241

D18241

D18241

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England (sheffield)
Not sure if this should go in general discussion or hardware :s


Been having a few problems with laptop so contacted dell last night via email and got below email has any one had this service done for them before? if so did they end up charging you for any bits?


**Edited email so isnt a wall of text now**





Thank you for contacting Dell E-mail Hardware Support.

I have reviewed your email and have understood that the LCD screen shows dotted display and the system is heating up.

Mr. Graham, in this case, I see that the system’s warranty has already expired on 24-08-2008 but as a onetime goodwill, I will offer you an in warranty service.

In this case, I would request you to update the bios on the system, which can help us fix the issue. To update the bios on the system, please follow the below mentioned steps:

1. Please visit the following mentioned link: http://*******.com/3btp3v
2. Please enter your service tag by choosing the "ENTER A TAG" option. After entering the Service tag, please select drives and downloads from the following options.
3. Choose the option BIOS and click on the "DOWNLOAD NOW" button.
4. Save the file on the desktop after completing the download.
5. Please make sure that both Battery and AC Adapter are plugged into the system.
6. Now RUN the file saved on desktop.
7. After you RUN the file system will restart and the BIOS will be automatically updated.

I would also request you to run a test on the LCD so that we can be assured if the LCD is working fine. To run the test on the LCD, please follow the below mentioned steps:

1. Ensure the system is powered off.
2. Press and hold the Fn key while system is powered off and press the power button to power the system on.
3. Release both buttons in 5-10 seconds.
4. The PSA diagnostics sequence begins. Tests will be performed automatically.
5. The screen will display some lines on the computer and will ask you if you see those lines. Please select “N” for No even if you see it.
6. Now the system will display some solid colors on the screen. Please check if there are any dots vertical lines or any display issue while solid colors are displayed.

I would request you to reply to this email mentioning the complete mailing address including the post code so that we can arrange a service.
 
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Sounds to me as though Dell are requesting you carry out a few basic steps to see if updating the B.I.O.S will solve the problem, if it does then fine. If not then they will have gained some useful knowledge from the results you send to them and they will arrange to pick up your laptop for repair or exchange.

Seeing that its a one-off goodwill gesture regarding the warranty having expired I would say there will be no charge, not even for carriage. :)
 
I think you're misunderstanding what they mean by "in warranty service". The way I read it, they're saying that normally they would charge for the advice given in the email, but just this once they're giving the advice to you for free. Maybe I've missed something tho seeing as it's so difficult to read such a huge block of text!
Andy
 
Would this have anything to do with the Nvidia mobile GPU issues?
I know a lot of mfgs were offering out of warranty repairs to affected systems :)

-Leezer-
 
It has a Nivdia mobile gpu so it could be leezer will have a look about at what the issue is with the gpu
 
What's the model number? I have nothing to do with Dell but I'd be happy to check if it's one of the 'Nvidia GPU issue' ones I know about.
 
The XPS M1710 is not on the list, though the Vostro 1710 is. Even so, there are lots of reports of GPU failure on the M1710 which might be why you got the gesture of goodwill.
 
I replied to the email and got one back saying that the graphic card is faultly and there coming tomorrow ( friday 3rd ) suprised at the good service to say its out of warrenty
 
had another email and phonecall saying they would be coming Monday....

4hours later another phonecall saying my laptop is not actually covered and is not one of the faulty gpu that was made GG del :/ lol and there wanting to charge £364+£100 for server+ card
 
You have a copy of the first email? Looks to me like the other emailer/phonecallers are ignorant of the opening emails offer of "onetime goodwill, I will offer you an in warranty service.

scratch said:
I think you're misunderstanding what they mean by "in warranty service". The way I read it, they're saying that normally they would charge for the advice given in the email, but just this once they're giving the advice to you for free. Maybe I've missed something tho seeing as it's so difficult to read such a huge block of text!
Andy
Click to expand...
I believe you missed the end comment from the opening email scratch.
"I would request you to reply to this email mentioning the complete mailing address including the post code so that we can arrange a service."
*Crosses fingers for D18241
 
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got another phonecall saying i could get insurance for 3years for £160 which might cover the graphics card he said but he would have to ask..... ended up telling him if he can get it on under the new insurance to go find out and ring me back if not i am not paying £160 for insurance then another £500 on graphics card+engineer
 
still waiting for repair ^^

after that phonecall they said the coming monday , got another call later in day saying engineer wont be coming due to part of out stock... so they would be coming friday i told them i wont be availble till after 12am guess what they came at 10:30 so we rearrange for monday guess what they didnt come and said would be here tuesday to get another phonecall later in day saying part is out of stock AGIAN...

wouldnt have botherd using dell if i known they was this bad
 
For 1710 this should be a part number gu067 - these are always in short supply and tend to arrive in batches. I have one to fit tomorrow (not in your area-sorry) so there are some around. Hopefully you will get yours done soon.
 
dont mind waiting for it to be fixed but its anoying way the doing it

phone call in morning staying coming tomorrow - by 6pm get another phonecall saying not coming

friday they got gfx card and sent engineer out to me so rearrange for monday then they dont have a gfx card
 
22days later and still not fixed....joy

asked them to give me a extension on my warrenty seen as its been weeks and no progess but they cant do that and offering me a £55 gift once its fixed... lol good job i got a pc at home and not paying out for internet+ gaming subs that only laptop could use
 
Deja Vu - My 1710 melted in January - fortunately for me it was still in warranty and I am now the proud owner of a shiny new 1730. If they will sell you the warranty upgrade, and it will cover the current fault I'd bite their arm off - you too will soon be the owner of a shiny new XPS 1730 ;)

Did you have the nVidia 7950gtx? If you get the upgrade, they will try to fob you off with the 8700m GTX sli - don't accept it, as it's a worse card than your current one - hold firm and they will agree to give you the 8800m GTX sli or its replacement (9800 GT sli)

Need any help (I've been fighting this since January and know them quite well now) just give me a shout - I have to say that for all my problems - the Dell service has been second to none - the XPS premium next day, on site, warranty is worth its weight in gold (or the 2 year step-up programme as I now call it ;) )

Mr. Graham, in this case, I see that the system’s warranty has already expired on 24-08-2008 but as a onetime goodwill, I will offer you an in warranty service.
Click to expand...

I'd use that line from the email and insist that they fix the fault as if it were still under warranty - ie. next day, on site. They did promise it, so I don't see why you can't hold them to it!
 
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i did manage to renew the warrenty even tho it had ran out. the supposed problem is that there out of stock and have a backlog of these parts to replace in other laptops and the person who i am dealing with cannot get access to find out when they will have mine in stock could be in a day or a week from the phonecall i had lastnight
 
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