This is my fifth post on the topic of the NVIDIA GPU issue. For those customers who are reading about this for the first time, please refer to my previous post from 2008 that ties each of the earlier posts together. I have closed the comment thread on those earlier posts, so if you have questions or comments, you can respond here.
Some of you may have read the recent news regarding the NVIDIA class action settlement in sites like CNET, Electronista and Ubergizmo. This class action lawsuit covers systems purchased in the United States only. More information regarding the settlement can be obtained at www.nvidiasettlement.com. The complete list of affected systems from Dell and other manufacturers can be found here on the NVIDIA settlement site. Other information like Court Documents and Important Dates and Deadlines can be found there as well.
The last time I blogged about the global warranty enhancement policy regarding this issue back in September 2008, I explained that Dell offered customers a worldwide 12-month limited warranty enhancement specific to this NVIDIA GPU issue. The NVIDIA settlement does not change that policy.
Here's more of what I shared then:
"Again, the limited warranty enhancement is specific to this issue and will extend coverage by 12 months from the date the original warranty term for the laptop expires. For example, one-year warranties will be extended to 24 months for this issue only. The maximum combined period for the initial warranty and the limited-warranty enhancement is 60 months. Systems purchased with 60-month warranties will not be extended. Customers whose warranties have expired will be eligible for this limited warranty enhancement from the date the initial warranty expired."
This extra year is in addition to the date your default system warranty expired.
Here are the Dell systems that may experience the NVIDIA GPU issue over time:
Customers who have questions about the NVIDIA class action settlement can go to http://nvidiasettlement.com, call 1-877-440-7557, or write to the NVIDIA GPU Litigation Settlement Administrator, P.O. Box 6177, Novato, CA 94948-6177.
Customers outside the United States who have one of the above systems that is exhibiting video failures, please contact Dell Technical Support. Here’s how to do it:
If you are a US customer, here’s how to contact Dell in the United States:
I apologize for any frustration that this issue has caused any of you. If you have any questions, please feel free to contact Dell in the ways I mention above, or share your thoughts below.
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Hello,
The nvidiasettlement.com site lists my laptop as one of models affected:
Vostro Notebook 1510 - Ordered between December 2007 – September 30, 2008
My Vostro was delivered September 2008. My nVidia graphics card has failed (duplicate images + random characters). I have spoken to 3 people at Dell and they all tell me my graphics card is not one of the affected models, and would not extend my warranty.
Why aren't you guys recognizinging my card as faulty? The card has failed within 2 years, and everyone at Dell seems to think this is "normal" for a non-faulty card.
...I don't believe that changing the BIOS to make the fan run non-stop magically repairs the faulty hardware.
BTW: I live in Australia and can't register for nvidiasettlement.com.
My warranty has run out. But my system is display the issues described in the settlement. Your offer of a 1 year extension will not help me. I feel that I should be offered free repair of the system or a equivalent system as HP is offering it's customers. I am a long time customer and have purchased several systems from Dell. My 1705 is sitting on the shelf in perfect working order except for the display.
dmeca: Sorry for the churn. If you are still within the enhanced warranty period, our teams should reapir your system within that warranty. Please send me a private message with your service tag number. I'll try to help you from there.
@cscott32: Are you in the United States? If so, you can register at www.nvidiasettlement.com.
If you are outside the United States and past the 1 year warranty enhancement period, I can have someone contact you to let you know how much the repair will cost.
I have an XPS 1710 I purchased in 2006. After several times (many, many hours) with Dellon call and a new motherboard and a long list of items they replaced a couple of years ago, the computer is still not working. I finally gave up and purchased an Alien ware. How do I go about getting all the information that dell did on my XPS from 2 years ago? I still have the computer, (just sitting around as it won't work because of the graphic issue).
What do you suggest
icuwalsh: We should have that information based on your service tag or customer number. Please send me a private message with that information, and I can connect you with someone on our Tech Support team.
I have an XPS m1330 that I am pretty sure is affected by this lawsuit, but I am having problems finding the part number of the video card. Where would I find the part number for the affected video card?
@willb09: Easiest thing is to plug your service tag number (it's a black and white barcode sticker, both #s and letters) in at Support.Dell.com, or send me a private message with that information.
Hey Lionel, I'm hoping you can answer me this on the extended warranty.
I'm outside of the US, not that that should matter as far as i'm concerned, and I have a recently out of warranty D620 which is experiencing the described video problems. It's so bad I can't even see the POST or BIOS screen. Anyway, I've spoken to your colleagues at the Dell Out of warranty Services for Ireland and the UK. According to them, I can only get this fixed by purchasing an additional 1 or 2 year warranty from Dell, since the card is built onto the motherboard. Your posts don't mention the specifics on what Dell actually covers. Are they telling me the truth? Or am i being quietly taken for a ride by Out of warranty Services trying to make a quick sale? If Dell and NVIDIA are prepared to sell these items globally, then they should be prepared to fix it globally, and not just in the States. As far as i can tell, I'm still inside the 1 year warranty enhancement period.
Thanks
belfort: It does matter that you are outside the United States in one sense--the NVIDIA settlement is specific to customers in the United States.
Regarding your situation, if you are outside of the 1-year enhanced warranty that covers this issue, then buying the extended warranty is more cost-effective than paying for the motherboard itself.
Hi Lionel,
Glad to hear some follow up on this again. I sold my M1330 to a friend shortly after which he had garbled video and problems but continued to use it in that state. I had him update the bios which seemed to help. I moved away and didn't talk to him for awhile, now he has contacted me and the laptop won't power on at all. I had him send the notebook back to me so I could take a look. I believe I have had the motherboard replaced once under warranty on this unit due to video problems.
I contacted Dell support as you mentioned to see if anything can be done before the settlement in December. They were very rude and told me they know nothing of a settlement and asked me to pay $59 for support. Upon further arguing I was told he would transfer me to support but they would tell me to buy a replacement anyway. After finally being "transfered" to support which put me on hold for 3 minutes and then I was hung up on.
I am a computer technician and helped friends, clients and family members buy 100s of computers from Dell over the years, unfortunately the video problem has affected a large handful of them. I'm happy to see this will finally be resolved in one way or another.
So my final question is, am I handling this wrong? Is Dell unable or unwilling to help until the settlement has closed in December? I would like to help my friend get his notebook repaired or replaced sooner if possible.
Please let me know how to proceed from here!
Thanks,
Micah
After more than a year of using my XPS M1330 as a $1200 paperweight, I learned from a friend earlier today that overheating and video/graphics problem is a well known issue with this model, and I should call Dell.
The person from XPS Hardware Support I spoke with was very helpful and is sending me a box to ship the unit back to Dell. The unit is out of warranty now, but the one year limited warranty extension is in force,
What will the fix be? Will it be a GPU replacement? Motherboard replacement? Just the dreaded BIOS "upgrade"? Two years ago, I understand there was confusion about this, but what is the accepted solution now?
I suspect the overheating has caused other issues on my machine. For one, the chassis has bent slightly, and will not sit flat on a table or countertop. Will issues like this be fixed?
I am furious that Dell did not recall the computers with this defect, even though they know perfectly well who bought these units, and have their addresses on file. Counting on some people to just give up rather than deal with Dell's support systems.
@Lionel;
"if you are outside of the 1-year enhanced warranty that covers this issue, then buying the extended warranty is more cost-effective than paying for the motherboard itself."
True, I know this. I don't have a problem with this. But if i'm inside the 1-year enhanced warranty? You've posted above that "Customers whose warranties have expired will be eligible for this limited warranty enhancement from the date the initial warranty expired." The warranty for this laptop expired on the 4/9/2010. I'm not trying to be a pain, just looking for clear answers. Is this whole extended warranty only available to the States? Am i wasting my time trying to follow up on this with Dell just because i live in Europe?
Hello Lyonel, I'm from Spain and my xps1330 is out of warranty and out of a possible warranty enhancement. How is possible that Dell don't offer a special treatment to customers giving these issues just when its warranty is expired? They are demanding 70% of the xps price to fix the problems. It is unbelievable.
Can you help me, please?
OK. Well you guys all look like you have had your hands full with this video card thing. Let me add my anxiety to the mix. My original warranty ran out 1/29/10 and the card went to heck on 9/28/10. I called the support desk and wound up on hold till my phone battery died and I had to plug into a wall. I finally got to talk to a person who spoke with a very strong accent and after 30 min of hassle it was agreed that they would fix my problem for $200 which I do not think I had to pay but I was exhausted from all the arguing over the issue.
OK now today I get a call from Dell and am told that the problem is that the card is on the mother board and I have to pay another $300 to get it fixed!!!! OMG What is with that? I argued with the lady that cant speak well enough for me to get through her accent so I can understand more than every 3rd word till she said they would fix it for the $200 I had already paid (I still don't think I should have had to pay that). And she would not let me talk to her supervisor.
OK so now my laptop is being fixed for the original $200 that I should not have had to pay but atleast it is getting fixed, but I'm still mad I didn't get to talk to the supervisor so I called back and talked to a supervisor who told me that if I wanted to get the work done under the extended warranty I had to register at some web site which when you go there, there is no link to register.
I have been dealing with this for the past 9 hrs just today!!! What does it take to get Dell to stand behind what it says? and can't you get people who speak English so that a person can understand them to handle the phone lines? I'm Sorry but this is way beyond ridiculous.