Dell Dissatisfaction letter:
To whom it may concern,
I would like to express my complete dissatisfaction with myrecent purchase of your Dell XPS 15 L502x model laptop. I am Comptia certified for A+ and Network+ operations so I amvery fluent with computer functions, hardware, software, and networking capabilities.I work for Konica Minola technical support doing software and hardware supporton Laser printers. I will start here by listing the specifications of thelaptop that I purchased. Components are listed as follows:
Toshiba 500GB 7200RPM Hard Disk Drive/ Since purchase have recently replaced with Crucial M4 128GB Solid State DriveDrive
Matshita BD-RE Blu Ray Drive
6GB DDR3 SDRAM
Nvidia GT540M 2GB GPU and Intel HD 3000
Full 1080P display
Regular keyboard/Since has been replaced with the backlit at my owncost
Intel Core I7- 2720QM CPU @ 2.2GHZ /2nd Gen Sandy Bridge
USB 3.0 ports
Intel Centrino 6230 Wireless NIC w/bluetooth
Now Since I got the computer which I have had forapproximately 8 months I have run into numerous problems. When I first got thecomputer I was very excited I was finally able to save up enough money to get ahigh performance laptop. The laptop worked flawlessly for a while until one dayI was playing a higher graphics video game (League Of Legends) and all of asudden the computer crashes. More specifically the screen freezes as well as any audio that was playing through thespeakers instantly became static sounding and continued to play and feedbackthrough the speakers. This would not reset until the computer had manually beenshut down and rebooted by holding in the power button. After this firstoccurred I tried a number of things to attempt to resolve the issue myself. Ifirst went ahead and uninstalled and reinstalled my graphics drivers as well asupated the BIOS to the most recent version at the time. This did not resolvethe issue. I then continued to go through a complete format and reinstallationof the operating system (Windows 7 64-bit). Continued to test on multiple videogames inluding: Modern Warefare, Leagueof Legends, Crysis 2, Skyrim. Issue continued to persist after the completewindows and driver reinstallation. I also went in an adjusted the NvidiaControl panel options to ensure that High Performance Nvidia processor wasselected for both my individual programsettings as well as in my Global preferred graphics processor. The issueremained. At that point I proceeded tocall Dell Technical Support. Which I had called for in the past to resolve anoise problem with the fan, a bad blu ray drive and a bad power supply cord andlet me tell you talking with your tech support reps is a terrible experience.They do not understand half of what you are saying and are honestly not veryknowledgeable when it comes to computers. One time I even had one of the dell phone supporttechnicians tell me that the blu ray drive does not connect into themotherboard. They decided to go ahead and send me out a replacement motherboardto attempt to resolve the issue. A few days later the technician came out andreplaced the motherboard. This fixed the problem for about another couple ofmonths. More crashes while playing higher graphics games. I tried going throughand lowering my video settings for each game which caused the issue to occurless however it would still continue to crash occasionally. I called back inagain to dell technical support at that point and got a replacement motherboardput in again. This time the computer crashed out while playing high graphicsgames right from the start. I called in again and they told me that they wouldlike for me to send my system in to their support center which I declinedbecause they stated it would take 2 weeks and that they would moniter thesystem and ensure it gets fixed. I am acomputer technician and perfectly capable of monitering my own system andtesting to see if the issue continues to occur. Not to mention the fact that theDell technician that came on site even admitted that they generally get sentback out often after customer’s have submitted their machines to the dellservice center. Also I use this computeron a daily basis and it is necessary that I have this up and running and ingood shape. So I requested they send yet another motherboard to attempt toresolve it because it had temporarily in the past. This time when thetechnician came out I brought some Arcitic Silver 5 heatsync for him to put onthe GPU’s and the CPU because I have now done some online research anddetermined that this is in fact a common issue for this model laptop. Oneperson recommended re-applying heatsync so I tried this. Also anotherrecommendation was to install a Solid State drive which I have also done andincluded another fresh installation of windows 7 64-bit and all the driversoftware. The issue still persisted.. So I called back into dell andthey informed me that they would go through and exchange my laptop however theystated this process takes from 7-14 days. They called me today and offered methe exact same model laptop however I am apalled again because this issueseems to be specific to a motherboard/GPU manufacturing defect. I havehad so much difficulty here between arguing with 10 different dell supporttechs trying to get this issue resolved to continuing to have to test thisissue repeatedly and repeatedly and reinstalling operating systems andpurchasing the upgraded hard drive. I’ve honestly had enough at this point. Basically what this issue boils down to in thecomputer is either the motherboard/GPU. What I want to know from you is first off is this issue going to continue after system replacement with the same model? Is this a specific issue to the Nvidia GT540M graphics? Why can't I get my laptop replaced with a different model due to the insufficiency of these motherboards/GPU's. The whole reason I purchased the laptop was due to the high specs and its capabilities to be able to run these games with ease....At least this was the advertisement.....I have also referenced some links I have located where soo many people are complaining about the same issue. I have also taken a video of the frozen screen with the audio feedback as well as referenced some youtube videos showing the same problem.
I found out NVIDIA 3D driver originally installed on XPS L520X had compatibility issues. Went on NVIDIA site and downloaded latest driver and that stopped freezes and crashes (at least for now). Seems Dell has totally ignored telling us the driver needed updating. Not sure it will help your issue since your specs are a little dif
I have l502x but with i5-2410m, GT540m, 4GB ram and 1366x768 monitor. I bought it in june and it has worked fine until recently. Now i have random crashes in games (World of Tanks) and only why out of is manually reboot the laptop. When it started i was running the latest beta drivers, now i changed back to 285.62 and the problem is still there.
Hi dear user
I have actually tried downloading the most recent nvidia drivers and that made the issue worse for me. I ended up having to go back to the newer drivers on Dells site to make it crash out less
Dell has dropped the ball on this time and time again on this for me. Kind of why I've been doing everything in my power to diagnose this issue on my own. However now I suppose I am at the mercy of dells support in india unless I want to pay 300+ dollars for their "premium" support in the u.s. which I am wondering wether or not they hold the answer to this problem or not or if there even is a solution other than a different model laptop
The GT54O is a great mid range video card. It may not play some of the games you mentioned in their top settings but should come pretty close. If an exchange has been offered after having these replacements, I would generally suggest agreeing to it. Yes the exchange is generally like for like, but as I mentioned before you really shouldn't be having these types of issues. If you would like for me to take a look into this please shoot me a private message with the service tag of the notebook.
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Hello. I have experienced similar problems while running demanding games on my xps 15 l502x GT540M core i7 2670QM 8GB RAM. After downloading the latest nvidia drivers (available on their site, not on dell`s) AND Intel HD 3000 graphics processor drivers on dell's website, it seems this problem has been solved. I've played Battlefield 3 for hours and did not experience a single crash.
oh and I also updarted the BIOS to A09 via Dell's website
I as well have had many issues with my Dell XPS15 laptop and would never recommend it to anyone. After receiving my computer in April 2011 I tried playing Dota (Customer map for WC III) and it crashed constantly. Assuming it may be the game I switched to HON (Heroes of Newerth) and the problem occured there as well, After "x"numbre of manual restarts my computer would no longer work and I called Dell.
My phone call with Dell consisted of an employee telling me I was not co-operating for 2 hours because I would not do a system restore and call back if the problem occured again. I told the employee I had done the restore several times in the past and it is only a temporary fix each time but this apparently was not satisfactory. I was not given the employees name or supervisor when I asked and as a result ended up calilng back to get a different employee. Immediately upon calling back another employee told me the motherboard would be replaced (which I knew it had to be, there are entire websites devoted to this issue) and a supervisor came and told me he knew of the problem. 2 Hours I spent trying to convince an employee it was a motheboard issue and was told that it could not be because a systems hardware test came back positive.
Now, after having my motherbiard replaced my computer crashed last night during gameplay in the same manner as before. I spent 7 months researching a laptop and went with dell over Sager. This is a mistake I will never make again and I want some rectificaiton for my computer crashing after the motherboard being replaced. How can a company justify replacing a faulty product with another faulty product?
Hello.. I purchased the same Dell XPS L502 in 3/7/2011. After a month it started crashing on games as well. Tried various setups on the laptop as well and adjusting the games to very lower settings (which is not why I purchased this laptop). Still crashed. I did get an exchange which still crashed on games. I then agreed to have the motherboard replaced. It seems to be working at the moment.I feel that I should get an extended warranty at the price offered at the time of purchase.
What settings have been tried? With a system that has both integrated video and discreet video, if the game's Optimus profile is set to save battery power, Intel HD will be selected as the primary GPU. Games will have to be set to the lowest settings and they simply may still be trouble. Go into the game settings, most if not all will show what video card is being used. If it shows Intel then I certainly suggest changing the Optimus profile.
Here is a link on Nvidia Optimus
Assigning an application or program to the Graphics Processor
Open the NVIDIA Control Panel
* Select Manage 3D Settings
* Click on the Program Settings tab
* In 1: Select a program to customize, click on Add
* Browse to the application/game and open the executable file by clicking Open
* In 2: Select the preferred graphics processor for this program, click on the tab and select High Performance NVIDIA processor
* Click on Apply and the settings will be saved
Here are instructions on configuring Steam games for Optimus
Default STEAM Executable File Location: for STEAM Applications:
The executable file is located in the following directory:
C:\Program Files (X86)\Steam\Steamapps
Games will be located in either Common or the account name folder.
Special Instructions for Games Installed via Steam:
Once you have installed your Steam game, create a shortcut from your Steam games list. Once the shortcut appears on the desktop, follow the instructions below.
Viewing Existing Optimus Settings for a Specific Program:
After configuring Optimus this way, go back into the configuration program for the game and check to see if it is seeing the Nvidia GPU and not the Intel GPU.
Even in the best of circumstances games will crash. The trick here is to find out if it happens with specific games or all games? Does the system crash while running bench marks? Does the system crash while on the web, not performing 3D tasks? The XPS L502X may not be the top gaming system but it should do a decent job.
i have the same problem with XPS L502X, 2GB NVIDIA GeForce GT 540M graphics with Optimus..
i worked smoothly for a few weeks, but started crashing(especially while playing DotA), the situation became worse and i couldnt play the game at all. The screen gets frozen as soon as games get loaded, of a few minutes after.
i tried downloading and installing an updated NVIDIA driver from the following link a few minutes ago, now all games are running smoothly....atleast for now. Hope this information helps.
same problems here... some games crash, some dont.
-wow crashes every time at some point.
-kingdoms of amalur never chrashes.
-mw3 crashes after a couple minutes.
system reset to deleivery status did not help, i will try out that new driver, lets hope it helps :)
I have exactly the same laptop apart from only having 4GB RAM, and it is having the exact same issue. Screen stutters for a second, an awful noise starts sounding from the speakers/headphones, the screen freezes and I have to do a hard reset. It happens most often in Warcraft 3 and sometimes in Starcraft 2 (as far as I know, I don't play a lot of other games - Audiosurf so far has NOT crashed).
Did the new drivers resolve the problem?