Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

General discussion

Dell XPS NIGHTMARE - and getting darker.

Aug 3, 2009 6:07AM PDT

First let me start off by saying that I've been a loyal Dell customer for well over a decade. In fact, I've never owned a non-Dell computer and all of the issues I've previously had have been handled quickly and efficiently.

Then, a year and a piece ago, (late Feb/0Cool I purchased a decked-out Dell XPS M2010 with Windows Vista. The first four months were better than expected, (It did wonderfully, and is still considered the best computer I've ever owned.) Then it started acting up.

Eventually it would have the keyboard, bluetooth chip, and (if I remember right) the video card replaced, but it never fully recovered from that. By October of 2008 it had completely bricked and so the motherboard, LCD screen, and video cables were swapped out - only it still didn't work, so Dell had it sent off to the Tech Depot.

There they replaced the bluetooth chip, (again) the entire back case assembly, screen, (again) video card, (again) and processor before sending it back working, (but filthy and damaged on the case) in early November.

It lasted until January of 2009, (not counting three or four more Bluetooth chips) when I walked into my office to find it dead. Once again it was shipped back to the Dell Tech Depot and once again the Video Card was replaced.

When I got it back (in early February) this time the Bluetooth didn't work however. Three months, two or three more bluetooth chips, and days on the phone later Dell figured out that these particular drivers were not compatible with Vista SP1/SP2, declared the computer dead, and, on May 2nd 2009, got my and the supervisor's approval to go ahead and replace the system - which was to take 2 to 3 weeks. (With the latter being "very unlikely" according to all three techs I spoke with.)

The first problem encountered was that since Dell no longer had a 20" laptop I would be downgraded to an XPS M1730. However, just needing a computer to conduct business and everything else that was portable - and after noting that the M1730 was well-liked and reliable - I acquiesed.

The problems with replacement started almost immediately however, as Dell's replacement reviewers put a hold on the entire order for just over two weeks - without informing me.

That restarted the clock on the entire process of course, meaning that the computer I was supposed to get absolutely no later than the 23rd of May actually would now be delivered no EARLIER than May 28th.

Even that would have been partially acceptable, except that - again without informing me - the entire order was placed on hold two weeks in once again, this time due to a lack of screens for the M1730 being available. (Note: I was forced to call, ask, and wait 48 hours for a reply before finding that out.)

In the meantime the order was altered four more times and, to make a very long story short, the new M1730 computer only arrived on July 16th. (Nearly two full months after it was supposed to.)

I should note that somewhere in the process as well, Dell had lost track of an upgrade order to the original M2010 as well as a specific note from me that I should be sent a black M1730 (so that I could still utilise it for business purposes without being teased to death.) which meant that they sent me an under-powered/non-equivalent red one.

A few quick phone calls and the replacement parts (including new memory) were here the next day however, and I resigned myself to living with the harrassment of my colleagues in order to actually have a fully-operational computer for the first time since February.

The only problem was that the new M1730 was slow. So slow it couldn't play a DVD, (and doubling the memory only made it worse.)

So, after a couple of days of reinstalling Vista and everything else, Dell replaced the Harddrive. That only exacerbated the problem so, after I explained out what all had already occured, Dell replaced the Motherboard, Video Card, and Heat Sinks. Upon turning the computer on it promptly stopped working entirely and still couldn't play a DVD in SafeMode.

Now Dell is replacing the replacement system with - they say - another M1730, however no one can tell me for sure I'll be able to receive it within the next month even, as the entire product line is more or less dead. Dell refuses to simply up me to an Alienware M17x or to give me a full refund, (for obvious and genuinely understandable reasons) or even to extend my warranty for the two months that I've asked, or in any way compensate me for the hours upon hours and months of time I've had to spend without a working computer due to their supply chain and paperwork problems. (The two-month estimate comes only from the period of time they unfairly delayed the inital replacement plus the time they delayed the shipment due to supply chain problems they should have forseen.)

I'm just getting very frustrated with the entire process as now I've been without a portable laptop since February and a working computer at all since May with no end in sight, and on top of everything else, Dell is still draining my warranty.

From other users and people I'm already hearing talk of more delays from the M1730, or that my 2nd Replacement may be cancelled as that and shifted to an XPS Studio 17, which is unacceptable for what I need the computer to do, or take a further two to three months before finally being bumped over to Alienware.

Hopefully someone here can do something to help make this situation better, if not expedite the 2nd Replacement.

My Customer Number for the M1730 is 91247337, however, (through a different problem) I'm not certain that the original system is represented there and I know that the upgrade to the original is not.

Discussion is locked

- Collapse -
One thing I forgot:
Aug 3, 2009 6:12AM PDT

Dell was very kind and, after the second delay, actually air-mailed my replacement computer Next-Day and, assuming I ever get another replacement system, they've said they'll do the same for that.

Also, an update:

In what's pretty much a terrible sign, I've got two Dell Supervisors and at least a couple of CIO's who are all asking for updates on this case because they've never heard of a long sequence like this ever happening. (Please note that I'm not looking to issue any under-handed threats or anything like that; I'm just noting that this is how bad the entire situation has gotten.)

Thanks very much in advance!

- Collapse -
same bad experience with an XPS 1370
Aug 19, 2009 7:39AM PDT

You say, "So, after a couple of days of reinstalling Vista and everything else, Dell replaced the Harddrive. That only exacerbated the problem." Lucky you, you got them to do that after only ONE reinstall? We had to do it THREE times before Dell finally consented to acknowledged that this might be a hardware problem. When did our phone calls about this problem start? FIVE MONTHS ago.

They sent a new hard drive that we got today...and that has rendered the computer completely inoperable. We've been on the phone for an hour.

I found your post because I'm trying to figure out who in the world a customer can talk to to finally fix the problem. I'm not saying all XPSes are junk, but this XPS 1330 certainly is a lemon, and Dell insists on wasting our time by making us run the same set of fixes over and over again. We'd be doing them again right now, if the system would actually turn on.

This post is first. A letter to the Better Business Bureau, in much more detail, is second. And if anyone has any other ideas of what measures might get this resolved and get a properly working laptop, I'd be grateful. We don't want to move mountains. We don't even want an apology for all the time we've wasted on the phone with customer service , or all the business we've lost (this machine supports a freelance income). We just want the stupid machine to finally function.

- Collapse -
BBB is useless in cases like this...
Aug 19, 2009 7:50AM PDT

First, Dell is not registered with them. Second, they'll want an arbitration fee for you to talk with - wait for it - Dell.

- Collapse -
Also the XPS M1330 is a completely different animal...
Aug 19, 2009 7:52AM PDT

Although if you want to drop me a more comprehensive note I may be able to help you out with specific advice. (Or ask Bill)

- Collapse -
More details on the M1330
Aug 19, 2009 8:12AM PDT

Yeah, a different animal. But "in the XPS family" as they keep telling me when we're not allowed to talk to anyone but the person who wants to try the same fix that never works on the computer...

It started with just out-of-the-blue freezing. It would freeze up, and we'd not be able to get it back on again. This wasn't software specific; it happened twice while running Word and Firefox (not necessarily simultaneously). We kept being told it was a software problem; we paid once to deal with Tech Support on software (because the warranty doesn't cover software problems, conveniently); that resulted in cleaning the hard drive. Not long after, the same problem. We called again; the same solution. A month later, the same problem, after the computer had been running really slowly for several weeks. We called again, the same solution. Two days later, the thing was barely churning, and then it froze. They tried to do the same thing, but we said no way. We've been down this road. Then we were told that it was printer software causing the problem (impossible because we had installed it only once, within that last month, and never before.) Same solution. We finally got someone to agree to send us a new hard drive if the fix didn't work. It didn't. The hard drive arrived today, and we haven't been able to get the computer up. Two hours into a phone call with Dell, it is minimally functioning. At least it turns on, I guess.

The inanity of the way customer service treats you during this sort of thing is worthy of its own post, but who wants to read about that? Dell clearly doesn't want to hear about it, so I can't imagine anyone else does.

We're a two-computer household, and needless to say, I've never been so glad that when it was my turn to shell out for a new laptop, I went for an Apple.

- Collapse -
I think you mean inside the same XPS Support Group...
Aug 19, 2009 8:31AM PDT

Family-wise the 1330 and 2010/1730 are completely different.

At any rate, I have actually never had any major problems with Dell Technical Support. (You just have to know how to speak with them...haha) I have only had problems with the other non-Tech Support areas of Dell.

Obvioiusly Apples are great if you aren't concerned with power, upgradability, etc. (For all the pros/cons look elsewhere; neither PC nor Mac are a solve-all.)

Past that, from your description it looks exactly like a recurring software & driver conflict - although the printer may/may not enter into it; there's a lot of stuff on there. (The only hardware-based problem you're likely to see do something like that is over-heating, and even that doesn't sound likely.)

That last one's easy to check though - just feel the vents; if it's REALLY hot then bingo.

My M1730 experienced failures with the screen and all sorts of other fun things in SafeMode with absolutely nothing but windows installed, which is completely different.

Either way, there is a way around Dell - take a bit to cool off (trust me; screaming doesn't work with them) then call back, explain the entire situation (including dates & what's been going on) and if they try and have you wipe the computer again explain that that hasn't worked - and politely decline to do it.

Better yet, reinstall Windows clean yourself and then if it's still slow then there you go.

If they insist too much ask to speak with their supervisor. Then explain the situation to them.

They'll probably end up shipping it back to Dell to be fixed and there you go.

- Collapse -
yep...
Aug 19, 2009 11:28PM PDT

Thanks, this all makes sense. It does get really, really hot, although my M1210 did, too. Never could figure that out. I don't know if that's it...latest word is that there might be something wrong with the memory. Maybe we're just going to go process of elimination style down all the pieces...

We did once try to say we've already done these fixes and we won't do them again, but then we were told there was nothing they could do if we were unwilling.

Maybe it's the Orwellian nature of it all that gets me more than anything. One guy finally told us, "Well, we just sell electronic machines. We don't guarantee that they can run things."

I think they should put that in the commercial!

Anyway, thanks for your help.

- Collapse -
*shrugs*
Aug 19, 2009 11:53PM PDT

I worked as a Computer Tech for awhile, so I'd tell you it's normally a matter of "I wonder if this'll work"...lol

Anyway, the memory swap is a good thing actually - if it doesn't work just mention that it gets really, really hot-feeling and they'll probably drop in new heat sinks (if you can get them to do a vid card or motherboard as well at the same time it'd be best though.)

It may not feel like you're getting anywhere but you are, because HDD, memory, and heat sinks + one of the other two I mentioned = 4 major parts replaced and that's the magic number to ask for a replacement once the computer still doesn't work.

Now note that if you don't like the Studio XPS 13 (or 14; not sure what they'd do) and don't want to wait a month then you probably should start off by asking for a replacement then hear the whole shpeal and ask if you can't send your M1330 in for service. (That normally only takes a week to get back and they pay for shipping both ways.)

As before, it's just a matter of knowing the policies and how to talk with Dell... Technically if you get a decent tech then they should suggest the service stuff on their own, and - finally - if they demand you reinstall Windows and refuse to back down then just say "I've done that several times and it hasn't worked. If you guys want to pick it up and do it yourselves then you can do that, but I don't want to waste the time." or something equivalent.

I suppose I shouldn't point out that in the context of software conflicts and so forth that comment is very true... I mean one of my friends just told be about two persons, one with a Masters and the other a Doctorate in Computer Tech/Information, who couldn't figure out why their father's computer was running like sludge. Turned out they had installed a program which was incompatible - on Windows XP, note - and so was causing just about everyting under the sun to mess up.

- Collapse -
makes me feel better!
Aug 20, 2009 12:06AM PDT

Well I guess we can all do something stupid every once in awhile, huh?

Okay, so I'm going to look at this as progress. We're making progress!

(Dell should send you a thank-you note for calming an irate customer down and explaining this stuff in a way that doesn't feel redundant or demeaning!)

- Collapse -
XPS M2010 lost by dell
Nov 1, 2009 4:19AM PST

I had a xps m2010 that dell sent to the wrong address after repairs. They have been pleasant but appear to be unable to retrieve it after waiting over a month for repairs, and finding out it was now lost. They have offered me a studio xps 16 as a replacement. Im so disappointed not only because the replacement has a base value of $1,000 compared with the xps m2010 base $2,500 value but mostly because they no longer can offer me anything close to a 20" screen, detachable keyboard, wireless mouse, 8 speakers with a sub wolfer and screen that detaches from the base and the cool remote control. I feel that they are offering me a midrange replacement for a top of the line computer. It is unbelievable but dell made a design im emotionally attached to.

- Collapse -
I feel your pain...
Nov 1, 2009 6:05AM PST

I loved the 2010 as well - but I can't believe what Dell is saying to you, as the Studio XPS line is NOT IN THE SAME CLASS.

So here's what you can do -

The computer should've been shipped back by FedEx. Call them and get whatever information you can. (Even if you don't have the tracking number you can give them your address & general pick-up/shipped date and they can tell you the STATUS of the package/to whom it was delivered.)

Now, with that info, give Dell Tech Support a call. Demand - don't ask - to speak to a supervisor.

Calmly explain the entire situation - from the front and say you're getting frustrated with the entire process.

Then point out that they are attempting to replace a gaming laptop with a non-gaming laptop. (Use those terms; they are different classes of computers.)

Mention the 20" screen versus 16" as well.

Right here, if you get a good supervisor, they'll shift you straight over to an Alienware M17x which you'll love.

Otherwise you can just keep pressing for a bit, asking for compensations for everything you just mentioned which is specific to the M2010 - a set of portable speakers, bluetooth keyboard, mouse, etc. That way you should be able to pick up some goodies to help out at the very least, if not end back up with the Alienware.

Oh, and don't forget - they contractually have to replace everything you originally had as best they can - including the A/V cables & so forth.

Good luck and feel free to drop me a note in a bit - either way go ahead and do this ASAP.

- Collapse -
Your not alone
Nov 7, 2009 11:18PM PST

To start this all off I bought my computer in August 2007 and have nothing but issues since than. I started with an XPS 720 and after having it for less than a year they must have replaced every part twice before sending me a replacement. I spent over a month on the phone and endless hours until I finally managed to get in contact with the head of Customer Service. I called there press room complaining cause I got the wrong number and 15minutes later I got a call from the head of customer service. So I thought that my problem would be solved but no it was not and would not be for a good amount of time. First thing is they send me a refurbished XPS 720 and the first problem is that the computer comes so damaged that the side door was being pushed off. The entire case was buckled and also the system was the wrong color and was a lower grade of parts. When I told them this they refunded my money to my DPA account and I bought a new XPS 720 H2C. I had that computer for about a year but in June, 2009 it all goes down hill. One day I notice the case is falling apart. The side that holds the mother board is not connected to the case at the top and I can see from the inside of the case outside. I can fit my fingers in the gap. I call dell and I spend numerous hours on the phone waiting for managers and call backs. Finally I give up on regular support cause they claim its normal wear and tear and I was like thats BS. I found the contact information for the head of customer support and contact them and finally I think its all better again. This is where it all gets bad. They offer to replace my system but it takes them almost a month to decide that they have to send me a new XPS 730x since the 720 H2C was discontinued. They put the order in and the system comes 2 weeks later. I was very impressed with the new system until I turned it on. There was something wrong and I spent a week trying to figure out what it was because Dell support was useless. They replaced the bluetooth / media card reader and than decided to replace the whole system. I thought ok fine but a week later the system was supposed to be delivered. I called dell numerous times to find out when the system was coming so I could take off from work. Delivery date comes and goes and my system is still "In Production". It takes me a few days of calling just to find out that the system has what they call an "Engineering Hold". Than not to long later I am informed that the system will not ship for a MONTH. So now I have no computer. When I think this is the worse that could happen you find out its not. A month passes and the system is supposed to come and delivery date roles by again. I call and call and the system was pulled from the truck. I spent a whole day on the phone with fedex cause fedex thought the package was lost. No, stupid del pulled the package off the truck without telling anyone and stuck it on a different truck with a new label. The package was never lost just moved by an idiot and was delayed for 2 days. BTW.. I had to take off numerous days of work due to this issue. Well the system comes and it works fine for a few weeks until I hear this odd loud humming / buzzing noise that fades in and out. My patience is running out real fast.... Dell replaces the power supply and the replacement comes DOA. I took off from work for a tech to come and replace a part to find out its DOA. Also I was told I would not be receiving refurbished parts.... Waited a few more days and another tech came and replaced the power supply. Noise continued and dell claimed it was normal. I demanded they do something and they decided to replace it once more. All of a sudden the system starts blue screening and I call back and they decide they will replace the mother board, power supply, and sound card instead of just the power supply. So the tech comes and this is where the story just cliff dives. Prior to him coming to my house on the phone he said "I no finish with job. Me need to get our address in GPS system so me can find your house." I couldn't believe it. Well anyway he came and replaced the parts. He nearly dropped the system out of carelessness and he was so under knowledge that he almost ripped the power cables of the GFX cards until I said "there are clips on those cables". He also almost took out the master control board while replacing the motherboard because he didn't know what he was doing. When I think this is the worst that could happen I am wrong again. He gets the system back together and its dead. It gives 6 beep codes. He offers to call Dell and I was like "no Ill call them you can leave." The worst thing I can have is someone that can't speak English talking to another person that can't speak English. The beep codes mean there is a graphics card bios test failure. Well anyway he leaves and I thought it couldn't get worse. (I know I have said that alot right?) The idiot was such a good tech that guess what... HE DID NOT PUT THE THERMAL PASTE ON THE CPU OR CHIPSET. He left the old cruddy **** thermal paste on there. I found the thermal paste tube and the cleaning pad on the floor. Honestly the most important thing... forgotten. So I call dell and after a week of waiting I am told they will replace my system with a new Alienware Area-51 ALX since the XPS 730x is discontinued and there no comparable refurbished units. I have never been a fan of alienware so I hope ill like the system. The problems do not end here though. The system still has not come and its been 2 weeks since the replacement order was placed. The estimated delivery date was Friday October 30th and I have called dell every day since than because they tell me we do not know and you need to call back in 24 hours. This stupid ****** setup they have fails. Me having to call back every 24 hours is a waste of my time. If an order is delayed I should not have to call for them to expedite the process and update the shipping date. Also I shortened this story quite a bit. I have been disconnected and have been promised call backs. I told a manager I would not hang up until I had an answer so they hung up on me. I have had dell computers for years and I have never had these issues. There quality is plummeting south and I don't know what they are doing. Also I have been without a working computer for almost a month now and dell has refused to compensate me in anyway. I am a high-school student in my senior year and spent my own money on this system and now I am being screwed because I am being delayed with my college applications and school work because I have no computer. I am typing this at a public computer because that is where I have to go to do anything. In my mind dell should have given me a loaner computer or just another computer that they could get out in a day for all my time spent. Sorry if there were typos or grammar mistakes. I did not proof read this cause it is so long.