Does this sound like bs: xps m1300

Susannahmia

I bought an xps m1300 laptop from dell last august, my warranty runs out this august.

So far the following have gone wrong in this order as far as I can remember, My fan had to be replaced, my screen, my CD drive, my motherboard, my power cord had to be replaced three times (something in my laptop was breaking them, I know this because my boyfriend has an identical laptop) , my graphics card , the system had to be wiped and rebooted.

Basically all that is left is the hard drive. Recently windows has been failing to start, it takes me about three goes to start the system properly. Today it announced that it couldn't find my hard drive!

I rang dell and they made me run the usual tests, nothing was shown to be wrong with the hard drive.

The guy claimed that it was normal and the hard drive sometimes moves around!!? To me that indicates a problem with the connection at the least? Am I right? I suspect it is overheating or failing.

He however insists its normal and is dismissing it. He is insisting that the start up problem I am experiencing is merely a software issue. And is doing me a favor by sending me out the discs for another reboot.

What does this sound like to you? Should my harddrive be moving around?

At this point I want a replacement laptop, everything is going wrong. I suspect that they are stringing me along until the warranty is out. Grr so angry right now!

Voodu Child

Susannahmia wrote: »

At this point I want a replacement laptop, everything is going wrong.

That seems like a fair request considering the problems you have had. From the sounds of it, you got a very early model with some production flaws etc.

Personally I would ring them up and demand a brand new laptop.

AlmightyCushion

First of all I'm pretty sure that when you send a laptop off to be fixed that when it is returned that part that was fixed/replaced is covered under warranty from the date it was repaired/replaced. E.g You buy the laptop in August and the screen is replaced in January, the laptop would be under warranty until August but the screen will be under warranty until the following January. I'm not too sure about that so maybe someone else can tell me if I'm talking out my ass here.

It does sound like a loose connection or a faulty connection. A laptop not being able to find the hard drive or talking a couple of reboots to start up is not normal. I don't see how it could be software as the windows in on the hard drive and it can't find the hard drive.

With all the hassle you've had with the laptop I'd want a replacement as well. I don't know if you are legally entitled to one but I hope you are.


Edit: What vodoo said. I wouldn't bark at them though. I would say that given all the things that have happened to the laptop, you feel that is not of merchantable quality and you don't think it is un-reasonable to expect it to be replaced.

Susannahmia

Hey guys thanks for the advice, yeah you are right it was one of the very first ones issued.

I had asked for a full replacement before but was dismissed each time.

I also asked the people in the consumer issues fourum for advice about this issue.

I knew the harddrive thing was utter bs. I rang the Irish customer agency as I saw their number in the other thread. I then rang dell and mentioned that I had been on to the agency while asking to speak with a supervisor. The tone changed immediately and I was offered a replacement right away!

I cant believe that after all that bother it was sorted out so quickly just with the mention of a name. Luckily he guy I got onto was really nice and helpful (for once) and said that I had actually had eight call outs!

I should be recieving a replacement within 10 days.

AlmightyCushion

Glad everything has been sorted. What did the ICA say when you rang them as a matter of interest?

Voodu Child

Good to hear it has been resolved.

To have one or two parts needing replacement is unfortunate, but something you just have to accept is a possiblity, that's what warrantys are for. But that long list you gave there, 8 call outs!, you must know all the service techs on a first name basis by the amount of times they'd have called out! That kind of disruption would have anyone pretty annoyed, and in fairness, I'd have been surprised if they hadn't offered a replacement.

Alls well that ends well anyhow.

Susannahmia

Yeah one of the service techs even knew my hamster on a first name basis!

They said that under the sale of goods and supply of services act 1980 I was entitled to a repair, a refund or replacement. Since I had already accepted a repair (eight times!) I was now fully entitled to a replacement or refund.

The next step would have been the small claims court.

Thanks for the help guys

Overheal

Do some sleuthing while you're waiting to confirm wether or not your warranty is renewed from scratch again or if it still expires in august with the new laptop.

Susannahmia

Overheal wrote: »

Do some sleuthing while you're waiting to confirm wether or not your warranty is renewed from scratch again or if it still expires in august with the new laptop.

Oh my I never thought of that! Thanks!

chris85

Susannahmia wrote: »

Oh my I never thought of that! Thanks!

Afaik warranty covers the machine and not the order. So demand your original warranty period as it is a new machine.

homerjay2005

Susannahmia wrote: »

I rang the Irish customer agency as I saw their number in the other thread. I then rang dell and mentioned that I had been on to the agency while asking to speak with a supervisor. The tone changed immediately and I was offered a replacement right away!

I cant believe that after all that bother it was sorted out so quickly just with the mention of a name.

reading these sorta comments really really bug me. i have worked for 3 different pc makers and these big companies dont care about who you were talking to, they get that all the time and quite often "advice" lines cause more harm than good for customers.

you got your replacement, not cause you mentioned names and spoke to this person or that person, you got it because you were entitled to it. if you had made your case correctly from the start, this probably would have been replaced 4 or 5 calls ago.

Susannahmia

homerjay2005 wrote: »

reading these sorta comments really really bug me. i have worked for 3 different pc makers and these big companies dont care about who you were talking to, they get that all the time and quite often "advice" lines cause more harm than good for customers.

you got your replacement, not cause you mentioned names and spoke to this person or that person, you got it because you were entitled to it. if you had made your case correctly from the start, this probably would have been replaced 4 or 5 calls ago.

Sorry but the only difference in what I said was to do with the ICA, everything else I said I had said before in the last phonecall I made and in the exact same way, the first guy wouldnt even let me speak to a superviser when I asked and proceded to tell me that it was normal for my harddrive to be moving all around the place! :rolleyes: I had also stated that I would prefer a replacement when phoning about the previous two call outs, but was dismissed.

Overheal

Maybe they thought you were talking about the Disk Read/Write action and not the hard drive fitting having gone AWOL?

Dell have to get phone calls from a lot of uneducated users afaik. I used to live with one of the guys that did calls - he himself was a bit of an eejit tbh.