Solved Added Memory Now No Start

[ColColt]

I just installed tow new memory sticks on the XPS 8700 to give a total of 16G and now it won't boot up. I hear a noise and a green light in the back comes on and then goes off but that's it. There was two sticks before giving 8G and these two I added would give 16G. That shouldn'lt have prevented startup.

 

[Invader440]

Sounds like one of the sticks of memory may be bad.

 

[ColColt]

I took both out and just left the two in that came with the computer and it booted right up. I'm wondering if I could just add one to see which could be bad or if they have to be added in pairs.

 

[Invader440]

Best way to do it.

 

[linnemeyerhere]

ColColt,
It's always preferred to install matching sticks of ram either 2/4/6/8 modules !

 

[ColColt]

Well, it turns out one of them is bad. I got on the Chat line with an agent at Crucial and she said she was going to file a damage report with UPS but it would take 72 hours for them to "investigate". Investigate what?

I asked if I could just keep the good one and was told no, that they would need both so, I'm out of the memory I thought I was going to add tonight...bummer. She told me they would call me when they heard back from UPS.

 

[essenbe]

Is one of the sticks damaged physically? If not, there is no need to do a UPS investigation, just call them and tell them the memory you received is defective and you want an RMA. RMA the kit. Kits are tested to work together where individual sticks are not. You may also ask for an advanced RMA. You have to give them a credit card number to protect them in case you don't return the defective sticks. But, I've done advanced RMAs several times with no problem. They will send you the new ram and you have usually 30 days to return the defective ram. Unless there is physical damage, there is no reason for a UPS investigation.

I don't know who you talked to, but that is very unlike Crucial. Be sure and contact technical support, not customer service.

 

[ColColt]

One of them was actually bent a little...probably the bad one no doubt. It was noticeable but not real bad. I should have ordered the kit in the first place but didn't see one until the next day after I had placed the order-my bad.

It was Crucial I ordered from and talked with via the chat service today.

 

[essenbe]

The bent one is why they are asking for a UPS inquiry. So, that explains that. I think if it was me, I would still contact technical support. The issue is between Crucial and UPS. You should not be expected to wait. Just my opinion. And ask to send both sticks back and have them replaced with a kit. They understand that.

 

[ColColt]

I did contact them only moments ago and told them the story and who I talked with on the chat line. I kept a copy of the transcript of the earlier conversation as well. I told them basically what you recommended about the exchange for the kit. Maybe I'll hear back tomorrow.

 

[essenbe]

maybe you will. Sounds like you've done all you can. I hope it helps you.

 

[ColColt]

I'm sure they'll make things right. Sending something as fragile as memory sticks in a padded envelope is not conductive to safe arrival, in my opinion. UPS doesn't care and no doubt threw a 10-15 pound package on it. They should have sent it in a cardboard box.

 

[essenbe]

very true. I can't disagree. You are just a lot nicer than I am. Whether it is their fault for the way they shipped the package, or UPS fault for their handling of the package, you are the only one out of anything. Crucial has their money and UPS has their money. You are the one that has no ram and the only one out of anything and the one who is in no way responsible (unless Crucial tries to say you did it). The way Crucial ships packages is a calculated risk/reward. How much will be damaged and we will have to replace / how much would it cost us to package it better? Just the same with Motherboards and Graphics cards. How much is it going to cost us to replace the defective ones versus how much would it cost us to hire better employees and better quality control. It's a straight up financial decision with all companies, and your satisfaction is not in the equation. That's the real way it works, and why I don't mind giving them a hard time if I can. That being said, you may have much better luck being very nice with them and creating no waves.

 

[ColColt]

Maybe I'm too easy and just need you on my side. I'm pretty easy going unless I know someone is tring to get something over on me. This is just a simple case of people not caring about the way business should be handled and like you said, it could be a little of both of heir faults. Crucial for not packaging better and UPS for their nonchalant way of handling packages.

Another great example of that was when I ordered a totally restored old tube radio off ebay. The guy that was selling it was an old timer...older than me at 82 and probably didn't know how to package something like that. When it got here I wasn't at home but found a busted box on the front porch with pieces of the radio inside. There was little packing to keep it from being bounced around inside and of course UPS had to have known the package was busted op two sides when they dropped it off. I wrote if off because there was no replacement for that radio. I got half my money back and that was it.

 

[ColColt]

I found a picture of it...as received. Two of the tubes inside the envelope were smashed.

 

[essenbe]

Seriously, you know how UPS handles packages and I do to. Don't you think a company who sends out thousands of packages a day has figured it out? It really isn't rocket science. But, be nice as long as you can. You'll catch more flies with honey than you will with vinegar. Just be aware when they are putting you off longer and longer. They just want to use your money as long as possible. But, I must say, I've dealt with Crucial technical support before, and they were real easy to deal with, and very accommodating. They are more worried about their reputation than anything else.

 

[essenbe]

I found a picture of it...as received. Two of the tubes inside the envelope were smashed.

That should have been a legitimate claim against UPS.

 

[ColColt]

I should have my rear end kicked for not doing so but had it been a high dollar Atwater-Kent I would have.

As for Crucial or any other business for that matter, their success as a company hinges totally on not only their advertisement and management but the customers satisfaction of their service after the fact as well as the product quality and reliability itself.

 

[essenbe]

True, and Crucial is a well respected company. I have never had a problem with them. I've RMA'd SSDs with them before and got no argument once I explained it.

 

[ColColt]

Just an update on the "memory" problem. Today I received a new 8GB(2x4GB) kit from Crucial, installed it and it works perfect. UPS is suppose to be contacting me about the other two Crucial first sent that had one of them bent. In short, I'm a happy camper now.