A few angry men demand action from Dell

Is there a problem here?

(Credit: CNET)

"Since the 630i's release, some serious concerns have developed regarding the operation of the model. Issues concern the lack of the LightFX 2.0 feature (advertised but not delivered--and now slowly being removed from Dell's advertisements and promo materials), problems with LED lights and system fans acting erratic (sometimes getting stuck at ear-piercing 100% speed)." - David Bowles, via e-mail.

"Dell advertised something called LightFX 2.0 with the XPS 630. Not one system shipped with this feature. Second, ESA, which was so highly touted with the XPS 630, is not completely compatible with the system. When one tries to adjust the speed of the front two fans via the nVidia Control Panel, one of two things happens. Either no speed adjustment is made or the fans spin up to 100% and cannot be slowed. Lastly, the HDD light on the front of the case flashes in a strobelike way unless autoplay is turned off in the OS." - Ray Mitisi, via e-mail

"I was wondering if you would consider revisiting your very informative review of the Dell XPS 630i. The reason I ask is I posted a request for the same on PCPRO, and after a little research they decided to remove the recommended award they had given the system due to so many issues the owners were experiencing." - Pete Smart, via email.

Developing. We're asking Dell for a status report. We sent our review unit back a while ago, otherwise we'd try this stuff out ourselves. The folks having these issues have organized, and you can check up with them at the forum on My630i.com.

[DELL-ChrisM]

Hello,

My name is Christopher (DELL-Chris_M), and I work with Dell's Online Community Outreach program in our corporate headquarters here in Round Rock, Texas. My job is to work as a Liaison between Dell and outside internet communities in issues dealing with Desktop computers.

(1) LightFX - We are aware of this and are working towards a resolution.
(2) Fan and colored LEDs - We are working to get our fix tested and out the door. We are still trying to get the logistics worked out on it.
(3) HDD LED - We have identified the cause and need final approvals to get the fix out.

If you have any questions about my team or what we do, please feel free to check out the link in my signature.
[img]http://i.dell.com/images/global/support/dcf/icons/chris_m.jpg[/img]
Team Pictures and Profiles
XPS Desktop FAQ

[bigslamajama]

Thanks Chris. Though saying, "We are aware of the problem" or "We are working on it" isn't that helpful and probably doesn't offer 630 owners any solace. Are there any anticipated release dates for these fixes or appropriate customer service contacts that apply to these issues? Those comments may prove more helpful and encouraging.

[billybigfoot]

To answer your points:

(1) LightFX - Although as you say you are working towards a resolution it does not answer why knowing full well that Dell did not have a working application it was still advertised with the system, not shipped with the system and not available to download for the system. It may be considered by some as an extra, but an extra promised and not given.

(2) Fan and coloured LED's - on your advise customers have uninstalled the nvidia ESA software, reinstalled Dell's software and still cannot control light or fans, infact Dell's software prohibits the user from flashing the firmware and therefore getting back to an almost usable system. Its only the use of nvidia's ESA that allows this.

(3) HDD LED - you have infact posted a "fix" for this, it entails disabaling the autorun feature within windows, a feature which is a widely accepted asset but obviously does not fit with the way Dell wishes things to work, another example of a "if you can't see it, it's not there" approach to tech support.

It seems strange to me that the new XPS730 also uses a Master I/O board but is fitted with a much more modern motherboard. The 730 has a 790i mobo supported by ESA and the 630 has a 650i mobo which is not supported by ESA. I can't remember any posts on DCF from 730 owners reporting the same problems that the 630 owners are. Dell knew from the start that ESA software did not support the mobo they intended to and did finnally ship with the system.

This to me looks very similar to the XPS700 saga which resulted in Dell having to offer a lot of customers a replacement mobo

[Mr_Skary]

I think it's more than a 'Few angry Men'! Go check out the Dell Community Forums alone. I for one am on my;
5th motherboard
2nd cpu
2nd set of cage fans
3rd heat sink/fan
2nd Master I/O board and
2nd power supply.

Guess that makes me qualified to say that i don't think the esa certification should be used by dell with this computer. Still no fixes for any of the problems listed above. It's also interesting to note on nVidia's web site that the 650i motherboard is NOT listed as and ESA ceritified option or motherboard, if you were going to by one outright, hmmmmmmmm.

I think it's time for Dell to step up and replace the 650i mobo with a 780i so ALL the nVidia options that appear on our machines, ummm WORK on all our machines!

Mr. Skary

[eglazier]

it would be rather nice if the writer could write in the English language. fans never act erratic, if anything they act erratically..

we still use adverbs mr. brown

[rhbrown]

Can I suggest that it would also be nice if you read the post a bit more carefully? If you did, you might see that the phrase you're referring to was a quote from an email.

In other news, no word from Dell yet, and I'm unclear if Chris_M's comment above counts as the official response I was promised. I'll update tomorrow, regardless of whether I hear more from Dell.

[chembane]

Actually there are three things that could happen when trying to adjust fans or save a profile witrh the nVidia control panel. The third along with 100% fans and no fans is the Fan control icon completely dissappears from the control panel software. Just a fyi.

[S.R.G.]

Dell QC I think is really to blame. I first had an XPS 630 that NEVER worked when it arrived, and then opted to get the XPS 420 (QX9650, 4gb ram) hoping my luck would increase. However, when I recieved this system, the wireless never worked, hard drive failure, and could not even run Internet Explorer without it jamming up. I think Dell needs to start focussing more on its XPS systems and actually get them running correctly. I have seen many people on the Dell forum gripe about Dell XPS desktop systems. All we ever hear is the same help topics 100 times that are trial and error in the OS, or the often. "We are working on it." DELL, GET INTO GEAR!

Another issue I am running into is after 6 hours of a tech troubleshooting and remote, they want me send in my desktop for exchange or wait 2 weeks for onsite. I bought the best warranty they had with Dell On-site (next day). I say Dell needs to stick with what they say they are including, going to do, and get into working on their support for their systems. For XPS desktop users having trouble......refund is what I suggest. Go Mac.

[nhlkoho]

dude, you bought a dell?

[S.R.G.]

Sadly I did. But, I have learned my lesson with Dell and do not plan to buy an XPS system any time soon - without Dell revolutionizing their quality control, support, and ability to hold their word!

[bernardwinter]

Was on the phone today with 4 different people. Got 2 case #s. They went on Dell Connect and at first said Light FX 2.0 was on my resource disc and he couldn't find it. The technician then told me it was available on the XPS720. (Quickset) I politely thanked him and mentioned the fact that it was also advertised on the XPS630i. I told this Tech, that he should get in touch with Christopher in Texas and find out what's what. I suggested a rebate, what does the rest of the XPS owners think of that suggestion?

[S.R.G.]

Sounds good, but good luck. Dell is not into giving money back to anyone. I had my computer for 7 hours before it totally crashed (mb), and Dell was refusing to give me a refund for a defective item, and wanted me to wait about 1-2 weeks for a on-site repair (which they said if it was the mb, I would have to send it in and wait for a new one to come in about 10 days).

Let me quote a little something from Dell. "21-Day Return Period....may be returned within 21 days from the date on the packing slip or invoice for a credit or a refund of the purchase price paid, less shipping and handling and any applicable restocking fees." Clearly claims I have the right to a refund defective or not defective (+fees). Defective computer, and asked for a refund. For 45 minutes I wasted time with someone who could barely speak clear English to set up a refund. when it finally got set up, they tried charging me fees for shipping and restocking, and said it was not defective. 20 minute call to Dell Tech to get the case numbers lined out, call back to customer support, and I may finally get a full refund. 6 hours with Tech support trying to fix it, nearly 1 setting up a refund, and 10 minutes of language barrier.

[oxtail01]

You should NEVER buy a Dell based on CNET review as it's NOT independent objective review. CNET is a paid mercenary for Dell and is an advertising vehicle for Dell to sell their hardware.

[billybigfoot]

oxtail01, Do you have actual proof that CNET works for Dell? If you have could you please produce it. It seems to me that if your accusation was true then we wouldn't be posting reply's to an article showing Dell in a less than favourable light, infact it most certainly would have been buried.

CNET must maintain it's credibility, as must any PC magazine wether published or web based, it's readers pay to keep them alive, and therefore cannot be seen to be biased. In my view CNET have shown they have the credibility and respect for it's followers to take this step and report on the problems being faced by all XPS 630 owners. No doubt once they have carried out a little research another review or at least a statement will be forthcomming.

[DELL-ChrisM]

We have responded to these questions about the XPS 630.

Q&A: Dell addresses XPS 630 issues -
http://crave.cnet.com/8301-1_105-9967348-1.html

We are also releasing a LightFX document later today on the DCF (Dell Community Forum).

DELL-Chris_M