What to do =-/

My GPUs have started heating up again, hitting 98C today while playing World of Warcraft (hardly hardcore gaming there).

I called up Dell and they were straight to the point, after I've had so many replacements they want to replace my GPUs.

Apparently there are no 8800M GTX's available, so they want to replace my cards with a single 256MB card until they get 8800M GTX's, and when I asked them how long it'll take for the 8800Ms to come in they have no timeframe at all, possibly months.

So I'm not sure where this leaves me. I'm not downgrading to a 256 for months, no way =-P

The representative was VERY helpful which is surprising, maybe I should call up at 4am more often, but yeah obviously I'm not sure where to go now. I'm paying for next business day onsite repair, and obviously they can't uphold this if they don't have the parts, which is apparently a 'worldwide shortage' =-/

Any of you Dell guru's here (BatBoy? ) know where I should go with this?

 

If they can't repair your current system because parts are no longer available, ask that they replace the system with a new one. For you they should replace it with an Alienware M17x.

 

Should I just talk to a normal representative about that? And why would they say the above is the 'only resolution at this moment'?

 

It isn't the only resolution, but it is a viable one since everyone else is getting a replacement.

 

I would 'stick to the guns' and politely decline the single GPU loaner. You warranty calls for replacement with an equal or better part. If they cannot fulfill this then you can certainly request a system replacement. Just tell them how you feel about it - sounds to me like you just dont want the hassle nor the wait.

If you run into issues, use the Unresolved Issues - Technical Support on the main dell.com site (bottom of the page).

You paid for your warranty, there is nothing wrong with using it.

 

Thanks to both of you for the quick replies, and BatBoy grats on the Super Mod! When'd you get that??

I've emailed a representative of Dell I was talking to before about this issue, and he offered me a replacement system, but at that point my issues were resolved. I'll see how it goes with him, and follow your course of advice, BatBoy, if he doesn't help resolve it.

Out of interest, say Dell did indeed offer me an M17x. Would they let you say "Can I get this upgrade, and I'll pay the extra?"

If I were to get an M17x I'd obviously want to get it as powerful as I could afford =-P

 

I would refrain from offering to pay extra. They would certainly accept. Give you an example here.... many moons ago, I had a XPS M1710. Video card failed and they didn't have a replacement in stock. ETA was 30 days. I politely pointed out I had next business day warranty repair coverage and while I could accept a short delay (3-5 days), a month was unacceptable. Following that conversation, an order was created for a new M1730.

Times have changed of course, however to my knowledge the NBD replacement warranty terms have not. Just an observation.

Hope it works out.

 

Bad_Pool_Header blue screen.

I've been getting this a lot lately, as well as IRQL_LESS_OR_NOT_EQUAL. Graphics card or software related?

BatBoy, what I meant was I've got pretty much the best I can have for the M1730. If they offered me an M17x I'd love to pay to get the best upgrades, for example they'd obviously offer me the same power as I have now, two 512 cards. I was wondering if they'd let me upgrade to two 1GBs if I paid the extra - or could I do this at a later date maybe?

 

Don't get into the "paying" for best upgrades. They won't go for it because they have no way to bill you, and you're only allowed what you had not what you didn't. They will upgrade parts only to give you at least what you had, it must be comparable. What you can do is indicate what your current needs and uses are, and pointing out specific features and functions that should be focused on. If at any point you notice the system lacks something your current one has, don't hessitate to point it out, and if they have it, they must upgrade the function regardless of how much better it is to get it in the replacement.

 

Also, your replacement will be what they have in stock. If you try this and they have another model of your computer in stock, even if it's used or refurbished, that's what you'll usually get. If they don't have the exact in stock, they'll give you something brand new from the current line that is at least or better than what you have. Go to Dell.com and you can examine the configuration of the current system, and those will be the parts you get. They don't take parts from other systems and configurations and mix with others to get what you had. If you had 512MB SLI and all they have now for SLI is 1GB cards, that's what you will get. In the case they also have 512MB cards and they offer you that, all you can do then is find a problem like performance is slower, or missing a major feature (like if your previous CPU had Virtualization, and the new one didn't, then you could use that to get it changed, and hope that whatever else is offerred is significantly better).

 

Well as you can see from my setup, it's pretty high-end as far as the M1730 is concerned. Especially the X9000 being an Extreme processor, I doubt they'll have many dual cores to match it.

As for the 512MB SLI, would they replace it with a single 1GB or an SLI 1GB? X.x

 

They should replace the 8800gtx with at least 260m sli. Now having said that some people have been able to get the 280m's. I tried very hard but in the end gave up as I had some other sweet bonuses thrown in.

As far as paying for an upgrade to the system spec's. Yes certainly you can do it and it is common place. I can't really see what the issue Gaah was talking about. If it was something worth it I would've paid but I just couldn't justify $250 for only 15% in realtime graphics performance. YMMV.

 

They aren't planning on helping. They want to downgrade me to a 256MB card for possibly up to 2 months, then they'll replace it with the 8800Ms whenever they're available. I'm really not amused at the thought of quartering my power because they can't hold up their end of the warranty agreement...

 

You need to get Dell smart, read up on your legal rights in your country, read up on your terms and conditions and have an even longer read of this 1730 issues.

Then when you call Dell and tell them that's BS you'll know why and realise people who put their foot down in a businesslike manner are getting refunds and replacements m17x.

It's a bit of work but in there is light at the end of the tunnel.

My M17x finished it's build yesterday.....

 

Thanks again for the reply Slammin,

Well I've called up again, and I've stated to them I'm paying for next business day warranty, and of course they're all "we are giving you next business day warranty, we are going to downgrade your card until they are available" and they keep telling me this is the only option.

I stated this is their problem, not mine, and I'm not getting what I paid for. She insisted again this is the only course of action, so I said I reckon Consumer Advice would have something else to say about that.

I've got an email ready to send to consumer advice, I should get a call back today from her manager, as he's not in at the minute. If again he calls the same BS, I'll be getting onto consumer advice and going above Dells head.

Grats on your build

 

Yes, you need to get past the 1st line of defence and on to a manager. The 1st tier support can't authorise anything and then as soon as you lay down the law to a manager that you are not willing to compromise as you paid $3k (whatever?) then they are tied by their terms and conditions and most importantly your local laws.

Remember be nice - document everything - be clear on your legal rights.

 

Well yeh the computer was £2,250 - at the time of purchased £1=$2, so around $4,500 - plus warranty cost.

Hopefully the manager will help, again if not and he gives me the same -and-bull story I'll just get consumers advice in and see how I go from there.

Thanks to everyone who has replied with your experiences - I'm a pretty timid person usually and I hate being 'stern' on the phone, heh.

 

Sorry for the double post, but UPDATE!

Dell have now offered me a refund, on both my laptop and warranty. They'll call me tomorrow to let me know the total they're refunding. I'm just gonna buy an M17x probably >.< Lol.

 

They could just refund the whole amount but it is more likely they will try and make the refund pro-rata, ie You've used it for 11months so they will only refund you 70% of the original price.

This is another BS trick. You need to lay down the law to them - Here where I am if the item is not of merchantable quality under consumer laws and is being returned because it has had multiple failures the manufacturor has to refund the entire amount. NOT oh we reckon you've had a bit of fun on it and we reckon you'll accept __% back.

So as in previous posts get your facts documented on downtime, failures, contacts made with Dell, who- what -when -why. Get smart on your countries comsumer laws.

 

I was thinking the same, Slammin', that they may try and give me a % of what I paid. Unfortunately for them I won't be accepting less than the full amount, since this computer has more downtime than uptime ¬.¬'

 

Sorry again for double posting, another update.

Dell never called me back to confirm the amount so I called up. They offered me £1,888 - and I was like "whaaaa? That's not what I paid!" Apparently that's excluding warranty, and after checking it is indeed the full amount they are refunding me - no hassle!

So alls well that ends well (Eventually) I guess =-) If there's any more roadbumps in the process I'll keep you all updated.

 

So are they refunding any extra warranty that you paid?

 

Yes they are refunding me the full £160 warranty since I'm not going to get the use of it, no problem.

Out of interest, anyone know how long the process takes?

 

Gah, it's just hassle after hassle - not as easy as I thought.

I've just called up Dell because I've been waiting in all day for the courier to pick up my laptop. I was informed on the phone after I called up that the pickup could not happen today, and I will get a callback to arrange a pickup. When I asked would that be today, I was informed it would be "possibly today, or tomorrow. Oh no tomorrow is Saturday. Tomorrow or early next week".

I then asked was I getting refunded 15% VAT or 17.5%, since I paid 17.5 but it's not 15. I was informed I wasn't getting refunded VAT, and was only getting £1,888 instead of the £2,235 I paid. Of course I was getting freaked, so he consulted with his supervisor - then confirmed I *WAS* getting the original VAT amount back.

Apparently, however, they haven't applied to refund the warranty. Not sure what happens with that, and apparently neither is the person I'm on the phone to. Oh...joy.

The agent assures me that this will not affect my refund time, it takes 7-10 days apparently from when it is started (Yesterday), and as long as the laptop is picked up within that time frame there wont be an issue.

...things don't go smooth with Dell >.<