NVIDIA GPU Update: Limited Warranty Enhancement Details

badpool — Sun, 22 Nov 2009 01:26:18 GMT

Hello Lionel,

I just got off the phone with Dell's out-of-warranty tech support. They claim to know nothing of this warranty extension. I mentioned this blog, the nvidia problem, and even your name and he just kept repeating that my laptop was out of warranty and there was to be no free repair. He never heard of this warranty extension.

My problems are the following:

a) Laptop screen always black (but LCD backlight working).

b) My external monitor's display is corrupted (green vertical lines)

c) My laptop monitor displays various colors during "Fn" startup test, but no text is displayed at any time during this test.

He also claimed that in addition to my GPU being broken, my LCD is also definitely broken and will require an additional $450 repair cost. Sounds to me like he's trying to call the GPU problem an LCD problem and make me pay for that.

This is a shame.

Px125-E — Fri, 20 Nov 2009 08:43:18 GMT

I Really hope this makes the post...

XPS M1210 Model Replacing the GPU

I've just about had it with Dell, time to take mattes in to my own hands
if you feel the same way read on, if not, time for you to toss your none working laptop in the trash can.

if you want to try and save it read on... please note this is not for the faint harted

Replace GPU with same make/type model

mine GPU is a Nvida Ge Force Go 7400 GPU

Things you will need:

A good light is a must

Kitchen Table

Philips screwdrivers small

Flat bladed screwdriver small

a plastic tub

Heat cpu compound/gel

Anti static straps is a must

The Manual that was shipped with the laptop or a down load it!

A Digital Camera

a new GPU

Note: Take out the Battery, and Only take out screws that are marked with a triangle or a "D" and place in plastic tub.

how to take out the top part of the keyboard on the far right there is an indentment, with flat bladed screwdriver insert 1/4 inch and apply pressure and pop up the corner, then put screwdriver down and with finger slide the rest od the plastic strip from left to right and pop out the left hand side where the XPS logo is located and flip plastic strip up wards

you will then need to undo the screen hinge screws located on the rear 2 screws on each side one near the power socket and near the RJ45 or network Socket then flip laptop over and lid out screen follow the Manual !!!!

Once you have the keyboard out and the laptop apart take of top casing and undo mouse controller cable
remove top cover or flip up out the way

locate the GPU, mine is on the right hand side under the heat sink

GPU and CPU handling

Once you have reviled the CPU/GPU take grate care taking out the heat sink, also gentely clean off the cpu old compound again taken grate care......................... then grab the heat sink and clean it off the old compound really good to get the old compound off, it must be removed,

at this point it is best if you have a digital camera and take pictures of the GPU for refence

Now, locate the GPU, mine in my 1210 XPS is on the far right, take out the GPU set to one side taking note what way it came out normally is marked with a missing pin on one corner, take the New GPU and install in same manor
make dram sure that all the pins line up before final insert

now look at that digital picture you took and make sure it is the same way round as pictures as to what you just installed

once happy insert the GPU, apply CPU heat Gel /compound to top of GPU and with you index finger just slightly smudge and let it set for a while do the same with the CPU both must be cleaned before new compound is applied

Once happy, re insert heat sink on Cpu and Gpu and seat it well and secure it

Apply all the cables you took of and all the screws and re insert all the components that you took out in reverse order

Dont forget to install the Screen Hinge screws i almost did

Once everything is back, snap the ceasing of the laptop together and flip over and insert case screws

make one last check on screws and make sure the case is snapped back together.

Now at this point CHANT or pray, insert battery and power and pray again, then hit the power on button

If you see a post test and then booting to windows and get to log in Your Done well done!!

you can thank me later.

K4eeZ from the Amateur Radio Community

cg.evilman — Thu, 19 Nov 2009 18:45:27 GMT

Hello Lionel .I have oane question:The problem whit this videocard NVIDIA on m1330 if fixed by the producer in 2008 or is in on the all products series?

JorgeConcha — Wed, 18 Nov 2009 16:42:46 GMT

I have a problem with my m1210 with a 7400go GPU

I had it tested, and was told that the GPU failed

I have tried and tried and TRIED to get Dell to cooperate, even trying to give them reference numbers of individuals who had their problem taken care of for free. Heck, there are people on this thread that have the same issue as me (for m1210), and some had to pay for it, and others had it solved for free.

My sister's Inspiron's Nvidia GPU also failed, and her laptop is useless right now, and I want to get my computer fixed so I can then help her out as well.

Dell, PLEASE help me.

Regards,

Jorge A. Concha

SonnetCeles — Wed, 18 Nov 2009 00:36:28 GMT

Although it is easy to dislike a large company, and i personally feel sorry for all who are going through hell I honestly have to give credit where credit is due. I went through dell's chat interface and met with someone who asked me questions, saw this post and then went ahead with sending hardware after troubleshooting.

I have yet to have it repaired and will amend this comment based on how it is fixed, but I feel that Nvidia is the one at fault not really Dell and it has affected all vendors who have purchased such hardware.

This said, while I got excellent service and got an excellent response by going through the right venues, I don't go through phone support. I've heard too many stories to go through them and personally got hung up on twice when calling. Amazon really did well going with a US based CS system that is stable and efficient while being large, successful and highly profitable. I also hope other companies go along with their model and minimally outsource their customer support.

In any case, I purchased an M1530 with 3 years support and wouldn't go less than that when technology is relatively new.

I don't really recommend HP, Toshiba, nor Asus as I've had WORSE luck with tech support than with dell. For those who want trouble free machines that require no technical comptency you can't go wrong with a mac. Expensive, yes but virtually trouble free machines.

fiveforme — Tue, 17 Nov 2009 17:34:27 GMT

Help with support,

I too have tried to wade through the levels of support. Why would it take 5 different support personel to find out that the warrenty being offered is not being honored?

I have been offered another extended warrenty for $385 for 1 year.

I have been told that I would have to pay $199 to send Dell my laptop to have it tested and then pay $389 to have it repaired plus any other repairs deemed necessary.

I will offer anyone a warrenty for $500 up front and you pay all repair costs.

Could I at least have a replacement motherboard sent to me so I can get it replaced locally?

My 1 year old M1330 sits quietly gathering dust while my new Asus N81Vg is trying to find help for it.

Hear that Dell?

shodgefamily — Sat, 14 Nov 2009 03:12:31 GMT

Lionel-

This whole issue is really souring most of us on Dell. Repeat business is a cornerstone of the future and we as a group are moving away from Dell. I'm a senior Project Engineer at a "major" Aerospace company who exclusively uses Dell. I personally recommend Dell to the masses I work with. I really don't know how I can rationalize what appears to be a ongoing design issue which Dell is repairing only for a limited time and then only if you can somehow get through the armies of tech support folks who say you have to buy a service contract before we can even talk to you. I'm out a grand for a laptop and it appears Dell is not interested in addressing it.

I've sent you a couple of emails if you have any influence on the issue. I really hope Dell is re-thinking this issue. I think if the real numbers on the problem reports of this issue were known to the public Dell would have a real image issue.

Thanks,

Stan

kawaiicherri — Thu, 12 Nov 2009 07:37:19 GMT

Hi Lionel,

I emailed you but I figured that I would make a comment about it too. I am terribly frustrated with my XPS M1330 because it has the vertical line problem. When I contacted Dell about it, I got someone who told me she couldn't help me and switched me over to another representative, who just upgraded my video driver. Halfway through, he told me I wasn't under warranty, as it expired in August 2009 but I told him about this blog that said I would be covered for another year. However, he just ignored me and asked if I wanted to extend my warranty for $588. He also said that the next time I phone Dell, there would be a 50 dollar fee for the phone call.

I really don't know what to do anymore. I'm a student that invested a lot of money into a Dell laptop and after a year it's broken down and they refuse to listen to me and charged me even though I'm under warranty. I don't know what I can do anymore.

tang.gt — Thu, 12 Nov 2009 07:12:44 GMT

Good luck to everyone with DELL problems. i have posted the message below about a month ago and i did not get a single reply from Lionel or any Dell representative. I dont think Dell wants to do anything with our problems. DO NOT BUY DELL products again.

i also have this dell m1210. i bought it in singapore february 2007 and i am now in the Philippines. my problem is exactly the same as those mentioned here so it is the vga card. i tried contacting dell a couple of months ago when this started to happen and it is impossible to get in touch with dell singapore unless you still have warranty left. no way to communicate with email or phone call. I've seen that some people here were assisted by dell with this problem even if its a few months off warranty. obviously this is a problem that has to be included in the extended warranty. this is my 2nd dell notebook. is there anyway to get in touch with dell and get this fixed? this sucks.

sadcustomer99 — Mon, 09 Nov 2009 20:00:16 GMT

I am a sad Dell owner of the problematic Dell XPS M1210 which arrived to my doorstep in 2007. After the integrated camera issues were solved, my XPS ran perfect until June 2009, after about 1.5 years of use. Taking into consideration the primary use of my cpu—word processing—I was amazed to discover my Motherboard had to be replaced due to a integrated Ge Force Go 7400 Video Card Malfunction. Because my XPS was out of warranty, I was instructed to send my cpu to the Dell out-of-warranty repair center and was told the repairs would cost $199 for inspection and an additional ~$300 or so if the issue was motherboard associated. As this was an expensive laptop at the time of purchase I was amazed to discover that it would cost $500 to repair! Instead of buying a totally new pc, we agreed on a price of $400 for repairs.

After receiving my hopefully problem free repaired XPS, I discovered the hundreds maybe thousands of online posts concerning the same exact issue I had encountered. Dell users from all over the US and even the UK and Australia were experiencing the same black screen, video card issue. Hoping there was a warranty extension or a recalling of parts, I searched Dell.com and found this: http://en.community.dell.com/blogs/direct2dell/archive/2008/09/12/nvidia-gpu-update-limited-warranty-enhancement-details.aspx

Again, sadly, the XPS M1210 is somehow not included in the limited warranty. After reading that many XPS M1210 users had this problem resolved free of charge, even if their warranty had expired, I again phoned support. My intention was not to ask for a refund of money, but to ask for a warranty on the Motherboard/Video Card that was repaired. I refused to pay any additional money considering I already spent $$$$ for the original laptop and an additional $400 for repairs. However, the support manager denied my request stating that the support forums were out of his control and counter offered a $200 warranty service. I refused to pay any more money. So after paying the $400 for repairs, if they didn’t correctly fix or the prone to failure Ge Force Go 7400 fails again, I’m left without a CPU, and an empty wallet again. Thank you Dell-- for your products and support that leave the customer frustrated, with no peace of mind and the treatment of a bottomless wallet.

Sincerely,

-Me and the others who have had the same XPS M1210 issue.