- Average user rating:
- My rating: 0 stars
Full user review
-
30 out of 35 people found this review helpful
0.5 stars
"Broke after two months - design problem?"
Pros: FAST, maxed out features, everything I wanted
Cons: Critical hardware failure after only two months, currently unresolved
Summary: I just posted this review on the Dell website and wanted to share. I love the machine and got all the maxed out features, but the battery had a problem and it only worked on AC power, until the tech changed out the motherboard, which killed it completely.
Review follows: I ordered this with all the bells and whistles, maxed out processor and RAM, just under $4K total package. Fresh out of the box and beginning the setup, the speed amazed me. Tuned the Vista functions and setup the online DataSafe backup, started using it in my master's classes, and life was good for two months. Then I experienced a critical hardware failure and I discovered it's also too bad the XPS service doesn't live up to the hype, or the price tag. I honestly didn't expect to have my last 7 year's of work, pictures, and personal data relying on that online backup so soon. Please read on to hear about my buyer's remorse.
Two months into its life, almost to the day, the battery had an error - system tray says 0%, not charging. Dell sent me a replacement power pack in two days, but it didn't fix the problem. Second try diagnosed a bad motherboard, cause unknown. Dell sent the parts to a tech in 48hrs, who came to my house to replace it, took apart the machine and reassembled it with new parts, but now it won't even turn back on. Apparently, the hardware warranty doesn't cover a situation when the tech can't fix it, so they had to 'make an exception' to send it back to the depot for repair, and say it'll be another 5-10 days until I get my $4,000 machine back. Man, if this were a car (and for the price, I could go buy one), do you think I'd be able to get by without a vehicle? I'd get a loaner, even if it were an overnight service. What if they took apart your car to fix the battery and it wouldn't even start afterwards? I suppose Dell doesn't look at it that way, or even care about the interruption to their customers. I just wanted a replacement machine that I could switch out the hard drive so I could get up and running again, but I guess that $700+ price tag for the service contract wasn't enough to actually deliver some real customer service.
I just want my laptop back and working, I want a reliable machine. I'd love the same exact package back with some kind of guarantee it'll keep working - but it has to work to rate satisfactory. I use the tune-up feature and take care of it with system maintenance, but when a real problem develops, it seems like so much fumbling on the part of Dell's techs, and exposes a huge hole in their customer service. I'd even settle for just having my laptop run on AC power only until they could really diagnose it, but they're taking my use of the machine away for two work weeks when the tech failed to complete major surgery on it in my living room. Honestly, Dell, your actions to resolve this quickly are your last hope of ever keeping me as a customer, disappointment with my dream machine's demise after only two months aside. I'll update this when you fix the problem. I'm also posting this on every tech review website I can find - I hope this will either be a happy success story or that it will tarnish your image and expose your lack of customer service, Dell.
- 16 replies to this review
-
I am having the battery problem now. It started about a month ago. I have already had to replace my motherboard because my laptop was crashing. I am really unhappy with Dell. When the pc is working it is nice but I continue to have problems with it. I don't think I will ever make another purchase from Dell. I am not happy. I also think Dell is very aware that this battery issue exists. Apparently they have just chosen not to do anything about it. They need to get it togethr.
-
I have the same problem. The battery would charge upto 35-36% only. I was on with dell tech support for 2 hrs and they asked me to replace my motherboard. It took them a week to get the parts and the tech to come by my house to fix it. I just got that done. I will let u all know if that fixed the issue.
Other than the battery issue the system has been great. -
I am glad I accidently stumbled upon your problems with your Dell. I am shopping for a laptop and was going to buy a M1530, but after reading your review and problems I will rethink the Dell. I am currerntly using a Dell desktop and have had it for six years without major problems. I also received excellent Customer Service, but that was when Dell was customer Service oriented. I will check back to see how they resolved your issues. Good Luck and hope it resolves in your favor.
Karie -
I wish I saw this before I made my purchase. After 2 months my hard drive went and I called Dell last night. I did the F12 Diagonostics and came up with and error code 2000-0142. They are sending me an new Hard Drive within 2-3 business days. I ordered this in July and didnt receive it till September. I hope the hard drive doesnt take long.
-
Uh, I'm having the exact same problem! I won't be sending mine to the repair depot. I'm demanding a new one or my $$ back. I've been waiting since last week to get this fixed...again. Hard drive failed after a few months; replaced. Now this! VERY POOR customer support. It begs the question, why did I buy Dell again? Fool me once!
-
bought my m1530 3 months ago and the same fault discussed happened today - laptop will poer on with ac power but does not recognise the power pack and battery will not charge. Thanks Dell
-
I am having the same problem with Dell. My Laptop is on their shop ! The issue was that the laptop will not recongnise the charger, for some reason I got the wrong charger, and I was told the same, Is the mother board, All I can say that the plug to charge does not enter all the way in. So like a 1/5 of the plug is exposed. I am using a loaner but what I amafraid is that I just purchsed two Dell Stdios 15. DELL DONT MAKE ME REGRET IT !
-
This is an update to my problem. (Next Business Day support) Motherboard has to be replaced:
Service call was opened on Aug 21, 2008. I got a call from Tech on Aug 25 and appointment was fixed for Aug 26 4:30 PM ( at home address). Then I got another call on Aug 26 saying he saw this call and it was not picked up by any one. We scheduled for Aug 27 4:30 PM (at home address). He confirmed 4:30 sharp. He turns up at my home at 1:30 PM - updates call - waited for 30 min and cancels the service request.
He did not bother to give me a call before coming or when waiting.
I had to get a new service call made - wasting more than an hour. And yes, support has been out sourced to another company in Detroit. -
While I appreciate the frustration of having your computer out of comission for a week or more -- I'm not aware of *any* computer manufacturer (at least at a consumer level) who offers a warranty that would include a "loaner" system while they repair yours. While it sucks that they couldn't fix your system on-site, this is exactly what any other laptop company would have done.
Some companies will do an advance replacement s, but that is generally for parts (like motherboards or video cards) and not complete systems. -
I was seriously considering getting this box until I read all these comments. I have had my own nightmares with my current (3rd) Dell laptop, but I had heard customer service was back to snuff. I guess I heard wrong.
-
I had the same problem with M1530. However this time, Tech knew that it is not a battery issue, so a motherboard and power supply adapter replacement has ordered (Next Business day). Machine is about 5 months old.
I am waiting for Technicians call. Hope he is able to do the swap correctly. -
I couldn't agree more with your comments Seth. My new system crashed the beginning of March and Dell diagnosed it as a critical hardware failure. I had purchased every warranty they offered. I was promised a new machine over multiple times and each time after the machine didn't arrive I called back to find out another excuse. I waited 9 weeks and countless hours on the phone speaking to over 20 different technicians and supervisors. Finally I told them I just want all my money back. They could not do that and instead sent the machine. I won't open the box awaiting the word where to send this machine back to. Now they say they won't send my money back. I've never been treated with such distain as a customer. I had always had good success with their products in the past. I am confident if this is the new Dell, I'd stay away. I've purchased many Dell products in the past and I will refuse to purchase any products going forward
-
Iwas planning on buying a laptop and was actually ready to get a Dell XPS next week. It is a blessing I think that I happen to browse this site. Now I know I had to avoid this one. Thanks for the review!
-
This is my 5th Dell and I can only think that they must have sold the company. That is the only way the best service company can go to the absolute worst service co.
-
I have a Windows Experience Index in Vista of 4.8 for the 667 DDR2 Dell Brand Memory which is low and they claim nothing is wrong they won't fix it.
They are currently escalating the case but telling me that they are sure there position wont change. -
My XPS M1530 quit charging the battery after 3 months. Same diagnosis by Dell support. The battery will not charge with any ac adapter. Computer will still power up with ac adapter. Dell wants to replace motherboard and battery. I am awaiting shipping instructions.
