Dell told staff to deflect complaints with FUD

Not unusual

There is a lot more of this kind of thing happening than is reported.

I have had several machines (mostly laptops)in for a repair that on further investigation is being experienced by many others around the globe. It is mostly mainboard/ overheating issues that generate from a design fault (a couple of HP laptops spring to mind)

The general attitude from manufacturers is to initialy dismiss the problem completely, then fudge it for long enough that people's warranty will expire. They may then offer a fix for a (very) few models in the hope that most people will get fed up & get another machine.

I know that there are court cases currently being pursued in the US by people who have been left with a useless piece of hardware.

It's really not good enough on the part of manufacturers. They know there is a problem but would rather let it go to court than fix the initial fault.

By Narnain on 22 Nov 2010

dell...never again

my dell desktop motherboard went faulty 2 days after the warranty runs out..my dell laptop M1730 is on its 4th motherboard, great for a £2000 laptop...luckily the laptop came with 3 year extended warranty..this runs ot in april..im betting the board will go faulty shortly afterwards..never will i buy dell again

By JamesBub on 22 Nov 2010

[place a renowned brand here]...never again

@JamesBub

One can say it about every computer brand. Back in 2003 I have purchased quite a few SX270's and in January 2008, years after three year guarantee run out, several of them died nearly simultaneously. When I phoned our account manager he immediately admitted that this particular model had motherboard issues. The systems have been replaced without any difficulties. This is the letter they have send to me at that time:
By the way: this has happened in The Netherlands.


Dear mr. xxxxxxx,

Dell recognised a motherboard component issue that may affect some OptiPlex? SX270, GX270, SX280 or GX280 and Precision 470 and 670 desktops. Although not all systems are affected, Dell implemented a unique program in EMEA to provide out of warranty coverage for a period of time on motherboard failures related to leaking or expanding capacitors on affected systems.

The motherboard replacement program was valid for 5 years from the original date of purchase of the system or January 31st 2008, whichever occurred first. Therefore, this program ended on January 31st 2008. Accordingly, customers who would like to replace an out of warranty system should contact their sales team.

But since these systems, were reported before that date we will replace the motherboard within waranty and you can expect the engineer tomorrow between 8.30 and 17.00 hours.

Rference numer is: ###########

By stasi47 on 22 Nov 2010

Just one effect of cutting costs

When costs are cut, these are the sorts of things that can happen. To keep costs down a cheaper component or manufacturing process is used, the manufacturer doesn't own up when things go wrong - or in this case actively seemingly pretended there was no fault - and engineering quality is the victim of accounting cost cutting.

That's why buying cheap is so risky.

By SwissMac on 22 Nov 2010

RE: buying cheap is so risky.

@SwissMac
My SUN Ultra2 I've purchased back in 1995 was all but cheap. It died 4 years later. The motherboard replacement/upgrade from Transtec in 2001 would set me back around DM7000 (~€3500). I must admit it more or less renounced my affection for exotic systems; since then I am into cheap generic systems. No Macs thus. :-P

By stasi47 on 22 Nov 2010

Buying cheap IS risky

@stasi47

Cheap computers are risky, it's just that people are prepared to take the risk because they think the capital cost is so small, forgetting to value their own time when unproductive.

Even if you can go to the shop and buy an off the shelf component and then fit it, it still takes 2 hours away from your life you can never get back.

I value my life but some people don't have one.

By SwissMac on 23 Nov 2010

SwissMac

If you're suggesting Apple is more reliable because of it's price, I suggest you look inside - where exactly was that motherboard made?
Oh, yes, the same factory that produces Foxconn boards, not the most expensive on the market - Not by a long way.

By greemble on 24 Nov 2010

Everything

This applies to almost all types of Electronic goods.

It's what happens when companies allow themselves to make purchasing and profit decisions under the advice of the Accountants and CFO's who only see profit, and always miss long term issues like this.

Europe should force ALL equipment to have a 5 year warranty out of the factory on anything like this and including household white goods, TV's the lot.

It's all such a waste to throw this stuff away after a year or two.

By Gindylow on 25 Nov 2010

What do users expect?

In these days of litigation I am not surprised that Dell hedged on admitting a universal problem. However when I suffered this with a number of GX270s they accepted the issue, replacements within warranty were quibble free and prompt and they extended the 3 year warranty by a further 18months on the mobo to catch any which survived. They even included the PSU as well as in many cases these failed at the same time.
What more could I ask?

By MIssingLink on 26 Nov 2010