7800 vs 7900GS in an E1705 warranty replacement system

The nVidia 7900GS graphics in my Dell E1705, purchased in 10/06 with a 3 year warranty with accidental damage insurance, began to fail (over heat, black screen etc) two weeks ago.

A painless 15 minute chat session with the Dell tech support and a replacement system was dispatched. This was my 4th occasion to contact Dell support, each time via chat and each time they have quickly dispatched new parts.

The replacement system arrived today in the form of a refurbished E1705/9400. All the spec's matched (processor, memory, screen resolution,blue tooth, wireless n, DVD burner) or exceeded (larger HD, Vista Ultimate) my original system except for the graphics. The replacement system came with an nVidia 7800 vs 7900GS in the original system.

So the question is, should I make a fuss and push for a newer system? Has anyone else been in this situation? How is it dealing with Dell on matching specs on Warranty replacements?

Frankly I'm disappointed to get another (and slower) nvidia equipped E1705 given the known flaws. I feel like I'm sitting on a time bomb waiting to fail after October once I'm out of warranty.

 

Give em HECK as the 7800 is no where as good as the 7900GS in many different facets of performance.
1.Battery life due to power usage.
2.Heat output.
3.Overall gaming performance.
4.It's also an older part and worth less. If you returned your V8 Mustang for problems would you accept a V6 in return as fair replacement? Nuff Said. -Goodspeed

 

Another chat session, another dispatch. Time will tell what the second replacement system will be. Hopefully something newer this time.

 

would be cool if they sent you a studio 17 lol

a couple of years back this guy on another forum had his inspiron 8200 replaced with an inspiron 8600!

 

Yes that would be nice, but I'm not holding my breath. This is starting to feels like a lottery.

Well at least I have a working system while I wait for the next replacement.

 

Keep us posted as to the outcome. I am curious as to how the conversation with DELL went if you don't mind sharing a bit.

 

I had to wait awhile for an agent to be available so scripted my initial responses. Below is the chat session log with my name, the agent name and specific numbers edited out:

12/31/2008 04:19:45PM Session Started with Agent
12/31/2008 04:19:48PM Agent: "Thank you for contacting Dell. This is Ian how may I help you today?"
12/31/2008 04:20:13PM PowersUSA: I GAVE MY Name, Phone Number and Email Address
12/31/2008 04:20:32PM PowersUSA: "On 12/19/08 I used this tech support chat for an issue I was having with my E1705 (service tag: XXXXXX), the case# for that chat session was XXXXXXX"
12/31/2008 04:20:48PM PowersUSA: "I received my replacement system today (service tag: XXXXXXX). My issue is the new system has inferior graphics (nVidia 7800) compared to the original system (nVidia 7900GS). I was assured the replacement system would meet or exceed the original system."
&nbsp I do graphics intensive work and need the better graphics I paid for originally.
12/31/2008 04:21:54PM Agent: "oh okay let me check on that"
12/31/2008 04:22:18PM Agent: "can you give me a minute while I scan thru your case?"
12/31/2008 04:22:31PM James Powers: "yes"
12/31/2008 04:24:01PM Agent: "thank you"
12/31/2008 04:28:11PM Agent: "sorry for that. the system did have a downgrade in terms of video. can I offer another system exchange?"
12/31/2008 04:28:58PM James Powers: "yes"
12/31/2008 04:30:31PM Agent: "okay let me just process one for you."
12/31/2008 04:31:15PM Agent: "can I have your address please"
12/31/2008 04:31:41PM PowersUSA: "XXXXXX"
12/31/2008 04:32:42PM James Powers: "Is there a way for me to ad a "note" to the dispatch?"
12/31/2008 04:33:08PM Agent:"would you like to Wait for the case number or would you rather like it to be sent to your e-mail?"
12/31/2008 04:33:26PM PowersUSA: "I can wait"
12/31/2008 04:34:26PM Agent: "okay thank you"
12/31/2008 04:44:54PM Agent: "Case #XXXXXXX Dispatch Reference #XXXXXXXX"
12/31/2008 04:45:26PM Agent: "send the system back by using the box of the new system that will be sent"
12/31/2008 04:45:42PM Agent: "Is there anything I can help you with?"
12/31/2008 04:45:52PM PowersUSA: "all set thanks"
12/31/2008 04:46:11PM Agent: "Thank you for choosing Dell! Have a nice day!"
12/31/2008 04:46:14PM Agent: "Bye"
12/31/2008 04:48:09PM Session Ended

 

Thanks for the detailed info. Seems like they are going to fix their mistake, no muss, no fuss. Glad to hear that all is looking well for you. I agree that you should have been shipped the right one the first time but these things do happen. Keep us posted on when and WHAT you get when it finally comes.

 

give em heck they downgraded you which is not legal under the warranty terms equal or better. Not worse.

here let me replace your V6 engine with a 4 cylinder.

 

As long as it's one of thos Turbo 4s it's OK then.

 

I personally would settle only for a new laptop after the 2nd replacement. If I have to get mine replaced it would be my second (my first replacement happened 2 months in...).

On that note I still remember when they tried to pull that "you need your video card replaced" bit (it was running 88C when I discovered the bad fan) and also tried to replace it with an ati x1400. I don't accept crap like that. I only told them yes so that they would get someone out as I figured I could get the story straight with whoever came out. Note that I only needed a fan...

Personally there would be an advantage to getting a new laptop under replacement... No more 32-bit memory bus. Still like how Vista installed a way newer driver than Dell is supplying on their site... ;p

 

Still waiting...

Dell's lack of dispatch tracking is a total joke...

Every few days I bug tech support to check on the status...

The answer -> "Keep waiting, 7 to 21 working days blah blah" ...

With this first replacement system, I received an automated phone call on a Wednesday morning stating the system shipped that previous Monday. The call included a toll free number and what turned out to an order number. I called the toll free number but they could not tell me anything about the order number. Even though I was not instructed to do so, I entered the number on Dell order tacking page and low-n-behold system details and a FedEx tracking link. Clicked the FedEx tracking link to find the system would delivered within a few hours. Good thing I was on vacation that week.

This is why I keep bugging tech support, I need to know when the system ships so that I can track it and be home to sign for it.

And another thing...

Do I get a month added to my residual warranty seeing as I did not have a system to warranty for a month? I suspect not.

 

Past the max 21 working days and still waiting...

The issue was escalated over 24hrs ago and still no word...

At the age of 18, I severely broke my neck and was in traction for months. That experience taught me patients. But that patients, with respect to Dell, is wearing thin.

I've advised friends and family to purchase Dell's on multiple occasions. After this experience I'm not sure that will be the case going forward.

 

File your complaint with BBB and someone from Dell will call you next day.

Sean

 

Update: The system will be here tomorrow and in fact is a Studio 1737. But the system does not appear to have Blue Tooth or Wireless N as my original system did (from what I can tell from the order listing shown below). Can the 1737 be upgraded with Blue Tooth and Wireless N after the fact?

Dell, is it really that hard to spec a new system to match or exceed an old system, really?

1 224-4290 Studio 1737, Intel Core 2 Duo T6600, 2.2GHz, 800Mhz, 2M L2 Cache
1 310-0173 Airborne Documentation, System Exchanges,Factory Install
1 310-8628 You have chosen a Windows Vista Premium System
1 311-8622 2GB, DDR2, 800MHz 2 Dimm
1 312-0708 85 WHr 9-cell Lithium Ion Primary Battery
1 313-6256 8X Slot Load CD / DVD Burner (Dual Layer DVD+/-R Drive)
1 313-6280 NO FINGER PRINT READER
1 313-6727 Integrated Sound Blaster Audigy Advanced HD Software Edition
1 313-7198 Matte Black Paint with Black Trim
1 320-6653 Integrated 2.0M Pixel Webcam
1 320-6899 Hi Resolution, glossy widescreen 17.0 inch display (1920x1200)
1 320-7274 ATI Mobility Radeon HD 3650
1 320-7625 Hi-Res. TL widescreen 17.0InchWLED display (1920x1200) w/ 2.0M Pixel Camera
1 330-0254 Intel Core 2 Duo Label
1 330-0559 Standard Keyboard
1 330-1800 DELL RESOURCE DVD,BACK-UP INSP 1737
1 330-2350 Media Direct 4.0 Compact Diskette
1 341-7834 250G 5400RPM SATA Hard Drive
1 410-1160 McAfee Security 9.0, 30-day Subscription, for Dell Inspiron / Dimension
1 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE
1 412-0148 No ISP requested
1 420-6436 Vista, PC-Restore, Dim/Insp
1 420-7622 DELL SUPPORT CENTER 2.0
1 420-8051 Microsoft Works 9.0, English For Inspiron
1 420-8159 Roxio Creator 10 Dell Edition,Factory Installed
1 420-8223 Dell Video Chat
1 420-8310 Creative Camera SW
1 420-8585 Microsoft Windows Vista SP1 Ultimate 32-bit Edition English
1 420-9100 Dell Dock Consumer
1 420-9106 eBay Web Access Icon
1 420-9352 Dell, Software, Wild Tangent Inc Games
1 420-9518 DATASAFE ONLINE 1.1 2GB FOR DIM/INS/XPS
1 420-9763 Media Direct 4.0
1 420-9800 Dell Remote Access free basic to access your PCs from outside your home
1 421-0323 Windows Live Search,Multiple User Interface
1 430-2929 Dell Wireless 1397 802.11g Half Mini Card

 

I have the EXACT same issue. I am now in 1 year on my 4th video card. This last time they replaced my 7900GS with a ATI x1400. After 1 day I realized I couldn't even watch video or play my games anymore it was so choppy. I have had my bluetooth and wireless replaced as well. I really think I have a lemon of a laptop. When it works it works well but at this point my entire laptop is practically a refurb. The service man ( a few visits ago) noticed that one of the internal connectors on my Mother board had a chip out of it (most likely from being taken apart so many times). They sent me a refurbed mobo and it was so dirty (ports et al) that the service guy wouldn't even put it in. I just decided to keep mine since it was in pristine condition. also on my 2nd replacement card they made me reinstall windows before they would resend me the replacement. After taking the time and RISK of backing everything up and wiping my computer and reinstalling EVERYTHING (days of painful work), I ended up with the exact same problem and they sent me a new card. The one lasted 2 months and now I have a crapy ati card.

I am dealing with this now but I have been down so much that I find it very disruptful to my work and life. I am not sure what to do next.. they are trying to send me a 7800 but I think I will have to go with the buggy 7900GS since video is one of my most important features of the laptop.

I will keep you updated on my 4th video card and 8th service....

Troy

 

They tried to replace my 7900GS with a X1400 the one time but luckily I knew it was just a dead fan. They never got a chance to "downgrade" by card. Weird. The thing has lasted me 2 and a half years. Just sold it to someone else for $500 with 5 months remaining on the warranty.