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My Dell support story (fasten your seatbelt).......... - Page 4

post #61 of 79
3/1/05 at 4:15am
I would recommend trying another supervisor, quote the lemon law and have them replace the LCD onsite or replace the machine. Don't accept any more depot.

I learned a long time ago when purchasing Dell lappy's you need to purchase onsite with complete care.
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post #62 of 79
3/1/05 at 10:18am
Quote:
Originally Posted by redgtxdi
... And, yes, actually (earlier in this thread)..
I must be getting older. I posted that that request twice . Here are my detailed LCD specs:

8J775 LIQUID CRYSTAL DISPLAY, THIN FILM TRANSISTOR, SUPER EXTENDED GRAPHICS ARRAY PLUS, STANDARD PANEL WORK GROUP B, 14.1, SAMSUNG
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post #63 of 79
3/1/05 at 11:53am
Thread Starter 
LOL!!! No sweat, mich. I wish I did know what the brand/model was 'cuz I can only imagine they're passing a lot of these off as OK. And some panel mfgr is probably VERY happy about it!!!

Psycho,

Thanks. Ya, I haven't heard back from them yet this morning. I e-mailed them in reply to their "oh well" e-mail and if they don't respond by noon today, I'll reply once more quoting the lemon law.........(anybody know if I reference California's or Texas's lemon law?).

I don't have "onsite" but I do have complete care which is funny 'cuz wouldn't they rather passify me by replacing the LCD rather than me having an *accident* and them having to replace it anyway?? Not that I'd do that, I'd be willing to bet they couldn't wait to deny any claim I make about the LCD now just for spite!!!!!!!

Grrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr!!!!!!!!!!!!!!!!!!!
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post #64 of 79
3/1/05 at 4:51pm
Thread Starter 
Contacted my lawyer & sent off this e-mail today......

To whom this may concern:
RE: XXXXXXXXXXXXXXXX 600m Horizontal *buzzing* lines problem.

I am still awaiting a response.

A ***buzzing*** screen full of horizontal lines is not acceptable. It is not
how the machine was delivered to me and has been worked on well over 4 times
since initiation of this repair. If your depot considers this normal, I have
several witnesses (including those on Dell forums) who firmly disagree.

We are far beyond the State of California's Lemon Law statute for resolution and
I really don't want to have to contact the California and Texas Attorney
General's office and Better Business Burea over a laptop that is carrying a "
Complete Care" warranty. That is ridiculous.

Please respond ASAP.........~Randall
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post #65 of 79
3/2/05 at 2:20pm
Thread Starter 
Just in case there is anybody who doesn't see *exactly/precisely* what I'm talking about, I ended up having to do this for someone on another forum, so here's the best contrast I can exhibit............

Here is what my current BAD lcd looks like..........



And here is what a known GOOD lcd looks like.........



Notice the absence of horizontal lines in the 2nd lcd???????

And if anybody cares to (and please speak only your honest feeling about the matter), Dell has officially begun ignoring me. I've fired off 3 e-mails in the last 2 days and they simply won't respond anymore. Chat won't even *initiate* for me (3 different sessions on 3 different pc's) and I've done no mal-threatening of any kind (outside of quoting lemon law for reference only), so if you care to chime in, I've started over here at Dell forums looking for answers from the infamous Chandler!!! (or anybody for that matter)

Doh.......forgot linkage---------> http://forums.us.dell.com/supportfor...ssage.id=63269
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post #66 of 79
3/2/05 at 2:56pm
Dealing with Dell and getting an appropriate solution comes down to talking to the right supervisor.
I would suggest calling back again and ask for a supervisor. When asking for a supervisor, request a US supervisor, not India.
Be persistant and do it over the phone. You are a dissatisfied customer and if you get the right person they will take care of you.
As I said earlier.... do not let them depot your machine again. Have them send out an onsite technician to replace your LCD and make sure it works properly. If they do not want to send someone out onsite then they need to send you a replacement computer (3 strikes their out on the lemon law).

Bottom line... persistance is the key and doing it over the phone. It's easy for them to ignor email and chat. Make sure you get the name of the supervisor and document everything.

Good Luck
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post #67 of 79
3/2/05 at 2:58pm
Also, If they make ANY promises then get them in writing. Have them send you an email explaining EXACTLY what they are going to do.
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post #68 of 79
3/2/05 at 3:19pm
When I dealt with the bluetooth issue (follow the link in my signature) I had no problem with getting them exchange my 600m system with a new one, even done so multiple times. Did not even speak to the top manager to do it. I simply explained that everything they did has failed to resolve the problem.

The chat support is starting to get flodded and you'll more likely to get disconnected via the internet than over the phone. It shouldn't be that complicated: call them explain to them everything calmly they will offer you a system exchange.

Btw, I found that the CSRs over the phone are more likely to grant your request than CSRs over email or chat.
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post #69 of 79
3/2/05 at 3:41pm
Thread Starter 
Psycho & Mich,

Thanks a lot for the replies. It really is nice to hear from sound minds.....LOL!!! But, seriously, it's frustrating having big business tell you that something is fine. It's like arguing the color of blue in the sky. The golden rule applies. (He who holds the gold makes the rules!!)

Looks like I'll have to do the phone thing & see how well that turns out. Pray for me.............I'm gonna need the patience!!!

And so help me......if I get disconnected............

Post back the results soon......(hopefully)!
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post #70 of 79
3/2/05 at 5:21pm
Thread Starter 
Thanks, Psycho.......your reputation has been appended to!!

The lady I PM'd you about instantly caved. She reviewed my history and concurred that I've used the word ***BUZZING*** for the last 4 trips to the depot, so she is ordering a complete system exchange...........yeeeeeeehaaawwww!!!!!!!!!

Any bets on whether the new one will have the same cheezy panel??? (Please, dear Lord, don't let it be!!)

Hey, I'll accept this as a small victory for today. <thoroughly exhausted!!!>
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post #71 of 79
3/2/05 at 5:32pm
woot! here's hoping for a new system!
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post #72 of 79
3/2/05 at 7:13pm
sending positive thoughts your way!
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post #73 of 79
3/2/05 at 9:18pm
That was a nightmare for you!! Hope its over - so all the best!! Wish you and system live happily ever after...
Completecare + onsite added to my D810-doing that right now..
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post #74 of 79
3/3/05 at 1:55am
Good luck. I am currently in the same situation as you are, but I am tackling my XPS problem.
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post #75 of 79
3/3/05 at 2:10am
Quote:
Originally Posted by redgtxdi


Notice the absence of horizontal lines in the 2nd lcd???????
I see lines on both, they are smaller on the botom one because it is a higher resolution panel. If I were you, I'd just return it and buy a new one with a higher resolution. That's what you want. Believe me, I was just as dissatisfied with my first XGA screen purchase, which was from Compaq, and I returned it and ordered a higher res panel. I'm not just the president of the hi res club for geeks, I'm a member.
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post #76 of 79
3/3/05 at 2:47am
Thread Starter 
Sonic,

I think you need glasses. There are absolutely no lines on the 2nd pic. I have the pic at full res on my desktop. There are pixels evident at its full resolution (which is not what I have hotlinked here) but no lines, sorry.

Also...........the 2nd pic is *not* hi-res. In fact, that one's on a Dell 1511fp desktop LCD which is running at 800x600.

Thanks for your input, but to be honest your hi-res stance is just not accurate for this particular problem.

I can still appreciate your enthusiasm for hi-res lcd's, however.
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post #77 of 79
9/8/05 at 2:57am
Yes I too feel the same way loafer. I have had many problems with this computer. I do love the computer without the problems tho. First it was my wireless card now its my lcd. They are having me send it down to texas to have the lcd replaced. Anyone else ever do that before? any feeback would be nice, thanks
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post #78 of 79
9/8/05 at 3:54am
Thread Starter 
Wow.............this is my first look at the new site layout!!

Looks nice. But all my old colored posts look really lame now........LOL!!!!

As for your LCD replacement, I'd say let 'em try it at least once & see how they do. In my case, they obviously had a batch of cheezy LCD's they were trying to replace mine with that resulted in very unsatisfactoy results every time they changed it. It didn't matter how many times they swapped it out, their entire inventory of that particular LCD at that particular time were bad. (This took me a while to figure out)

Finally, they just replaced my whole laptop.........(which didn't matter a bit to me, my original was working just fine, it was simply the LCD I had a problem with).

I haven't had a single problem w/ mine since my last post here on NBF.
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post #79 of 79
9/8/05 at 3:33pm
Glad it turned out good for u red, must have been a pretty harrowing experience...
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