Message Edited by OneManArmy on 08-22-2005 06:56 PM
I honestly don't think Dell is denying this problem to prevent a recall. There is no need for a recall being a small percent age of people are experiencing this problem . This is my theory : let's just say only 6% of XPS & 9100 owners are having this problem, the other 94% of XPS & 9100 owners their machine is running fine. The reason being is we all understand the heat issues with laptops a small percent of prescot processors have more heat leakage than the average, so therefore most XPS & 9100 owners fall under the 94% that have no issues. The unfortunate 6% such as you, have received a prescot processor with a larger percentage of heat leakage which pushes you over the line and causes the system to throttle. Quite a few people with this issue have sent their machines in to the depot and had their processor replaced with another prescot processor which solved their issues and are experienceing no more problems. When you call Dell and say I want the northwood processor rather than the prescot , it isn't that easy for the one reason. On main components , Dell techs have to follow their protocal and rules. For one, I don't even think a floor manager can even authorize that. I think the floor managers supervisor has to authroize any replacement for a system or any replacement for a main component which was not origanally put in the system when it was shipped or purchased with, or can be considered an upgrade. It works like this for the reason being if you diddn't have go through this process, and any tech could authroize main component part upgrades, you know as well as I do people would be ordering computers with lower specs such as processors; for example then calling Dell and saying they are having a problem and try to get a 3.4 when they paid for a 2.8 .
Believe me, Dell is aware of this problem and will help you. It is just a pain sometimes and time consuming for the consumer . I would recomend when you call Dell to explain the problem . Don't even go into detail about the northwood processor, just explain the throttling issue and request a processor replacement, or better yet request or (insist that this problem has gone on long eouugh but be nice remember they are there to help you so make the tech feel like he is helping you and doing his job) . Be nice but firm, and if need be talk to a floor manager to set up sending your machine into the depot for repair. Also when you do send your machine to the depot, tape a letter to the top of your laptop and tape the page over the hinge which opens the laptop to assure they read the explanation and problem of the throttling problem along with a copy of the RM utility log proof of the processor throttling , then you may want to suggest the northwood processor rather than the prescot.
I am not defending dell by no means, and believe me I understand your aggravation and frustration, but you will get a lot further working with Dell being polite and firm, rather than loosing your cool so to speak and heating yourself and the tech to a level where the tech or floor manager may not take the extra step to better assist you and sove your problem to speak.
Also, every time you call dell , get a case # , techs name and badge #, and also the amount of time you were on the phone with them . That way when you do talk to a manager or even better when or if you get a higher level of a supervisor callback by phone, you can give him or her all the info and prove that you have taken every step working with Dell to try to get your computer operating at it's expected level of performance, which is expected of such a expensive system in which you paid for.
Good luck all and Best wishes to geting this issue resolved.
Inspiron XPS Gen 2770 (2.13 GHz/2MB Cache/533 MHz Fsb6800 ultra2 GIG's Ram17 "(1920 x1200) WUXGA Display ( Samsung )OS Windows XP Pro sp2Logitech MX 1000 Cordless Laser MouseNostromo n52 Game pad
Message Edited by jeffcmfrt on 08-23-2005 03:23 PM
Alienware Area 51ALX BLK
CPU ii960 Windoes 7 64 bit
2XHD5870 Crossfire 12 Gigs Ram
2 X 1TB HD in Raid
CD/DVD/BD Burner O8 Bios
XPS1710 7900 GTX CPU 2.0 200 Gig HD 4 Gigs Ram 350 Bluetooth 3945 ABG CD/DVD Burner Windows XP Pro with Docking station and creative PCMCIA sound card with the dock option
I too have been told once before that the design team and the technical team were meeting to discuss this problem. This was about a month ago and last 2-3 days. That's just great though because my laptop was sent to the depot today. While I hope they come out of it deciding to step up to the plate, my laptop will likely miss the boat because it's at the depot right now. I can say that I did send an awesome technical description of the problem, based on all the facts here, stating that I was confident the only thing that would ultimately resolve the issue was a replacement laptop or a Northwood processor replacement. We will see what happens. I should have it back in a week.
When I do get it back, I'm going to make sure I game on a nice sunny day to see what happens.
Oh and as far as them saying it's the heat sink and fans...they told me that last week as well. I argued with them that after the last technician cleaned mine out completely, that the machine throttled the first time I used it so what was their excuse for that. I just got the "ma'am we're confident that this is the problem." Pfft
Message Edited by jmh711 on 08-23-2005 09:19 PM
Message Edited by jmh711 on 08-23-2005 09:20 PM
im scared if i set it to always on my cpu will catch fire.
its already at 64 idling
Message Edited by glsapp23 on 08-23-2005 10:51 PM
Message Edited by kevon on 08-23-2005 11:54 PM