Dell: House calls over bad motherboards

Dell Computer has launched a service campaign to replace motherboards in nearly 20,000 Inspiron notebooks.

The Round Rock, Texas, company will replace the flawed motherboards inside nearly 20,000 Inspiron 2650 laptop models manufactured between the middle of November and the middle of December 2002, a company representative said Friday.

The replacement program was introduced by Dell to remedy a bad component that could short out and render the notebook unable to power up, when turned on.

Instead of requiring owners to send in their systems for repair, the PC maker will go to them.

"We are proactively contacting customers to schedule a service call at their convenience, at which time a Dell-authorized service representative will come out and replace the motherboard," said company spokeswoman Anne Camden.

The company has already notified many of the owners of the affected models. It started doing so in February by letter and phone call, Camden said.

Dell has replaced components on a large-scale basis in the past. In 2001, it replaced 284,000 flawed notebook batteries after a report that at least one had caused a notebook to catch fire. And in 2000, it replaced faulty memory modules in between 200,000 and 400,000 laptops.

The company's reputation for good service among consumers has suffered under a rise in customer complaints recently, analysts say. But that could be the result of an increase in customers from its push to increase market share, they said.

This time, the replacement campaign may prove fairly costly for the PC maker, because it involves an on-site service call.

However, Roger Kay, an analyst with research firm

On the positive side, the repair campaign could be viewed as an opportunity for the company to demonstrate its service capabilities, Kay said. The PC maker could win customers' loyalty by resolving the issue quickly, he added.

"I'm sure they'll do a good job cleaning it up," Kay said.

Inspiron 2650 customers with questions can contact Dell's technical support department at [phone]. Customers outside the United States should call local Dell tech support numbers.

Could the power/short problem with Dell Inspiron 4000 Related to 2650?

After reading this problem on Dell 2650, I find it rather unusual that my Dell Inspiron 4000 has the same problem. It will not power up and shuts down with 12 seconds of trying to start. I was told it was the motherboard and would cost $589.00 to fix, but motherboard is not avaible anywhere. Could this have the same defect as the Dell 2650? I wonder does anyone have this problem and if so how do we get Dell to recognize a possible flaw in this notebook motherboard as well.

Could the power/short problem with Dell Inspiron 4000 Related to 2650?

Did you find a connection between the Inspiron 2650 component issue and other models? <br /><br />My situation is a little different. My computer is an Inspiron 2650 but was bought the month before the cut off point Dell have used for their motherboard replacement programme. <br /><br />After months of problems with this computer, the first 5 months after it was bought, the computer will now not boot up. Dell tell me the motherboard needs to be replaced! <br /><br />Any information you have gathered would be appreciated.<br /><br />Regards,<br />Pauline

inspron 2650

I purchased inspiron 2650 on 12-2-02 within the motherboard replacement time frame. My laptop will power up but the desktop is a blur and no program will open up. Dell tech support says that cnet had it wrong and if anybody was notified for motherboard replacement it would only be the people with on site warranties. If anybody has suggestions please notify me. I guess I'm stuck but I will send consumer complaints anyway.