How to get a replacement due to throttling?

Hi!

I recently purchased a Studio XPS 1640 on eBay. I have noticed the throttling issue a few times now, so I called Dell to see what could be done about it, and they want to send a technician to my house to "fix" the computer for me. He confirmed that I already had all the updates for my computer, and that I needed to transfer the warranty to my name, which I am in the process of doing. But I don't think that what they want to do will actually fix my problem. They want to send me a new heatsink assembly with a technician to replace it. Like I said, I don't think that'll help, as the problem seems to be widespread. What should I do? The man said that I would have to get a replacement heatsink, and if that doesn't work, a new motherboard. I don't know, but I don't think that's the problem...any suggestions?

 

How can you know before you even try? Have them fix your system first before asking for a replacement. They can't just give you a replacement out of the blue.

 

agreed, let them try to fix the laptop before resorting to having them send a replacement, as much as everyone wants that.

 

OP, before they go about replacing your lappy...you usually have to go thru several documented repairs w/in a time period succession.

When I had my XPS 1530, I had to go thru several GPU's/Mobo's before I could convince Dell to stop wasting money on parts and replace with a new laptop instead.

Let them do their "due diligence", as it looks like they are already going about trying to with starting with the heatsink, and then the Mobo.

Keep every conversation, everything interaction with anyone you speak with documented. Always get a Case #. For your "backup".

If they replace the heatsink and it fails...Repair fail #1; they replace the Mobo & it fails #2, and so forth.

"Usually" after 3 or 4...the "ball" starts to turn in your court per se.

Also, get that Warranty transferred into your name ASAP!

Cin...

 

Ok, I'll see if I can get the info of the prev owner, but I suspect it's going to be difficult. But I have going for me, that the seller listed a year of warranty left, and if I can't use it, then there's gonna be problems... hehe

 

...turns out the seller says "We were not able to find the original owner and couldn’t get the warranty transferred.
Sorry,
******"

what do I do? He stated in the auction that there was a warranty...

 

File a complaint against the seller with Ebay.

 

1) If you like the system, then ask for a partial refund.

2) If you don't want it, then ask for a full refund. Send a final warning email before filing a complaint with both ebay and paypal.

Hope that works out for you.

 

Send me an email - I might be able to help get the Service TAG XFRed.

[email protected]

 

Just return the damn thing, and ask for refund. The seller expecting you to do the work is irresponsible.

A warranty that cannot be transferred is about good as having no warranty.

 

Ok, so I'm pretty sure I got the warranty transferred, due to a trick I was shown/found! Should I still seek a partial refund? I really like this laptop, although I could do without Windows...so. many. problems!!! haha so what do you guys think? I might get a repair scheduled, but only if there's a possibility of getting a replacement, as I don't think that a new heatsink would fix this. Was there ever a fix for the throttling? Anyway, I really like it, and I got a really nice cooling pad and it works wonders, so it doesn't even get to the point of throttling when I'm playing GTAIV on smooth settings.

Thanks for the advice!

 

I don't think they can replace your system without dispatching a tech first. Esp, you aren't the original purchaser. What's your problem exactly?

 

So what exactly did you tell them to give your current machine without having them to actually test/confirm your system was unstable? It would be great to not take a day off for a tech to come over if I can just get a replacement right away with some talking on the phone. I'd for sure like to know.

 

hmmmm, very tempting. So I make my computer throttle while running throttlestop, then call the number you provided, and tell them that it is not a hardware issue, then mention the throttlestop log, and then what? I'll try it now, I guess, and then post with what happens...

 

ok, so this guy is the most persistent little ****** I have ever talked to. Apparently there is a new vent design that they've come out with that vents better when the lid is open. They're also sending a MoBo, thermal paste an a heatsink...I guess I'll let them try this, and if it works, then I'll be happy, but if it doesn't, what do I do? It'd be nice to have a faster computer, but he wouldn't have any of that. It was either send out parts or nothing. The number you gave me was not open, so I called normal service and this is what's happening. I really don't want this technician coming into my house...someone I don't even know. I guess I'll just see what happens. Any thoughts? No matter what I told him, about how I don't see how it would help, he insisted. Will update when the parts are installed.

 

Lol oh boy.

wtb new vent

 

yeah, I don't know what they were thinking when they put a vent that is blocked by the lid when it's open on a laptop, especially as expensive as this. I doubt it'll help at all though, as I made sure the lid wasn't blocking the vent when I was gaming anyway.

 

Do compare the replacement parts w/ what you have. I'd be suprised if Dell made any changes to it. I'd be impressed if they did though.

 

My laptop was out of the trial period, so they said they would replace the motherboard. Then I told them that my battery wouldn't lock and kept slipping out, and that the left hinge cap had stuck out so far as to catch in my schoolbag and snap. They said they may as well just send me another.

That night I crept over to my laptop, closed the lid, and pulled at the battery with all my might. Then I inserted my yellowed, greedy fingernail underneath the hinge plastics and broke that too.

The crisp sound of distressed plastic snapping was music to my ears. The same feeling the Indian-accented voice gave when it announced, begrudgingly, the replacement of my laptop. I'm so smart.

 

So you got a new laptop?

 

I just made all of that up. I was still in the trial period when I had my replacement sent. They agreed without preamble.

Just goes to show how important it is you test your purchase thoroughly, as soon as you get it.

They just replace the bottom cover+bay plastics if you snap your battery out like that. I tried it (no I didn't; but I had it fixed and it takes like ten minutes)

 

for sure, will do!

 

It may be different to you since I live in Canada, but these are the things I had to go through to get replacement:
1. Called Dell and updated BIOS to A14
2. Didn't work and sent in to depot to get heatsink and cpu fan replaced. The rep told me it would take 2-3weeks to get back but it took 3days (lol/)
3. Didn't work and Dell sent me a 130W AC adaptor but didn't work. Took 3days to receive it.
4. Didn't work and Dell first told me that I will be getting a new replacement. They said it can take up to 4 weeks and they weren't even sure, but I got it in 1 week (lol/)
To get the replacement laptop, it took me about 3weeks. There were alot of me calling the tech support. And it took another week after getting the replacement to get my RGBLED screen that I wanted so bad. In total, I've gone through more than a dozen times of me calling. You have to go through several procedures for them or you to offer a replacement.

 

So far, I tried to update the BIOS, and graphics card drivers with a rep, but they were already the current versions. Now, they want to send someone to replace motherboard, vent, fan, heatsink, and thermal paste. After that, we'll see what happens. According to one of the reps I talked to, this one has had 2 replacements on the 90W adapter. haha just thought I'd say that. But I'll see what happens with the new vent, and if it works. The guy said people haven't called again about heat after it was used to replace the original one. Also, if I may add, my customer service experience was HORRID. I had a Mac as my main computer before this, and that support was amazing, pleasant, and friendly, even when my Mac was out of warranty. Yesterday, I was hung up on twice, sent to Canada support, transferred to a dead line, and then when I talked to the rep I ended up with, I was on hold at least 3/4 of the time. and he was not very nice.

 

Who wants to place bets that the "new vent design" means 6 levels of holes by the exhaust? They already added an extra hole between the the time the 1640 came out and the 1645, but if they add more holes it will be amazing, just like the shaving industry adding more blades

Dell 6 Turbo FTW.

 

May be they just revised the mesh design a bit and slapped the new revision sticker on it. Who knows. Waiting for the OP to update further.

 

ahaha 'Turbo 6'. Sorry guys, the serviceperson hasn't called me yet. Probably will on Monday..

 

so, the guy came and fixed it today, and the only difference is that the top 'row' of vents is not blocked. will update on how much it helped later.

 

Now the battery isn't charging...here we go again...UGH

 

An update on the replacement:

They replaced the bottom case, and the vent outlet area looks like it's slightly different looking, so they probably replaced that too. The fan also feels like it blows more strongly, so that area feels a lot cooler after playing GTA IV, but under the palmrest still feels hot. New motherboard and power brick coming to try and fix the charging issues....

 

I think the palmrest always been hot. My replacement gets warm/hot while playing games. I play CoD4, MW2, L4D2, DoW2: Chaos Rising and few other low end games. There is something down underneath the palmrest, which I don't know what it is. Makes me wonder if the palmrest is gonna get hot then why aren't there any vents or holes? Plus you need to take account for palms' temperature (body temperature).

 

Southbridge is down there I think. The temperature varies from system to system. Mine doesn't get nearly as hot as my first 1645... don't know why tbh (same config).

 

No more overheating, or charging issues! After running GTA IV on it, no throttling, not even hot! Then, I played GTA in bed, with the laptop on a blanket, and it still didn't overheat! For a $400 laptop, this is pretty awesome!

 

Stewart, how are your temps compared to the old one?

 

You may think it's not hot, but the smothering heat will destroy your battery permanently if you continue to do this.

 

haha I was just testing it; I'm not stupid enough to do this any other time, I just wanted to be 100% sure I wouldn't have to deal with overheating at all again.

I couldn't give you any numbers for before, but I used ThrottleStop, so I could post numbers from the saved log before, and then get a new one now...I know, I should have gotten real temps. but this is all I can really do.