This is the Chat log from Dell...I'm basically SOL! Don't buy a Dell system
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18:00:17 Mike Miller
Initial Question/Comment:
[email protected]
18:00:23 System
You are now being connected to an agent. Thank you for using Dell Chat
18:00:23 System
Connected with E&A_Adrian
18:00:33 E&A_Adrian
Welcome to Dell Consumer Solutions Sales Chat! I hope you are doing well and thank you for waiting. My name is Adrian and I will be your Sales Agent today.
18:00:37 E&A_Adrian
Feel free to provide your phone number so that I can contact you if we get disconnected. How can I help you today?
18:01:05 Mike Miller
Hi! I have a Dell XPS 400 and the motherboard went out on it.
18:01:18 Mike Miller
My number is xxxxxxxxx
18:01:50 Mike Miller
My system is only a few years old and out of warranty. Is there an economical solution to replacing the mobo?
18:02:02 E&A_Adrian
I'll be glad to assist you on that.
18:02:07 E&A_Adrian
may I please have the service tag number so that I can check for compatible parts?
18:03:11 Mike Miller
Ironically I am using a very, very old Dell system that I still have (8100) to chat w/you. Needless to say I am very frustrated that my powerful XPS 400 is already down! :-(
18:03:18 Mike Miller
Just a moment
18:03:56 Mike Miller
953NM91
18:04:13 E&A_Adrian
thank you
18:04:18 E&A_Adrian
please give me a moment
18:04:23 Mike Miller
No worries!
18:07:58 Mike Miller
It seems as though the mother board failure is extremely common amongst all Dell XPS 400 owners. In my opinion this is definitely a flaw in the product.
18:08:49 Mike Miller
My searches on the internet have turned up numerous complaints, issues and exact same problems I am going through.
18:10:58 E&A_Adrian
ok but the system is out of warranty though
18:11:19 Mike Miller
Yep, Arrrgghh...that is the sad part
18:11:41 Mike Miller
Makes me think three times before making my next computer purchase!
18:14:06 E&A_Adrian
ok still checking for the part
18:15:07 Mike Miller
I'm hoping to fix the XPS 400 (most economical) and give to my daughter for school and purchase a new computer for my needs. So if Dell is able to make something happen, I would be inclined to make my next purchase.
18:18:03 E&A_Adrian
ok just for verificantion, can you tell me if you have a Prescott Smithfield or Presler CPU
18:18:52 Mike Miller
I have been a loyal customer to Dell. I have purchased my last three systems from Dell (Dell 8100 2WKPF01, Dell XPS 140 JKTG91, Dell XPS 400 953NM91)
18:19:04 Mike Miller
One moment...I'll go look!
18:20:28 E&A_Adrian
thank you so much
18:21:02 Mike Miller
Where on the mobo do I look? I can only locate a barcode label w/numbers.
18:21:44 Mike Miller
I've look all around the mobo and don't see any brand names except for Dell logo on mobo.
18:22:03 E&A_Adrian
please give me a moment
18:24:43 E&A_Adrian
thank you for waiting
18:26:25 E&A_Adrian
we have the refurbished Motherboard Service Kit, (RoHS), 9150C/XPS400 for $239.99
18:26:40 E&A_Adrian
unfortunately it is out of stock
18:26:55 E&A_Adrian
Here's what I can do for you, I'll send a request to our warehouse for this item then just schedule you for a callback if they already approved my request. They usually reply to our request within 24-48 hours.
18:27:46 Mike Miller
1 TF810 Processor, 80551, Pentium D Smithfield For Desktops, 830 3.0, BO, Server, Server Chassis is what I found on Dell's website
18:28:34 E&A_Adrian
that is correct
18:29:16 Mike Miller
What was the request to the warehouse? A balance check?
18:31:51 E&A_Adrian
that is to make the part request
18:32:08 Mike Miller
You mean a backorder? $240+ for a mother board is extremely high considering I can buy/build a system for just a few dollars more!?
18:34:41 E&A_Adrian
no its just that they are keeping the stocks in check
18:34:46 E&A_Adrian
and are strict about it
18:35:34 Mike Miller
What does that mean for me? I'm lost!
18:35:56 Mike Miller
Will they trim one out of stock?
18:36:11 E&A_Adrian
I'm just saying that we will need to make a part request first before we can place the order for the mother board
18:37:02 Mike Miller
So that is the best Dell Computers can do for me? These are tough times and I have been a loyal customer for a long time (I've even purchased peripherals from Dell). This really doesn't make a customer want to return for future purchases. The reliability hasn't been too promising and I'd really hate to think of another purchase going South on me.
18:43:23 Mike Miller
A company that stands behind their product will go out of their way to make their customers happy. If you have a happy customer he/she will tell thousands more the Dell is good. If you have an unhappy customer, he/she will tell 10 times more people that Dell not good. I should hope that Dell's customer relations department reads these chat logs to get a pulse on their customer base. I am leaning on building my own system with quality products. Upon closer examination it looks like almost every component in my system is made in China. It's no wonder why the darn thing failed....cheap labor....cheap pay....cheap product!