New computer from Dell - anyone ever experienced this problem?

[lior]

Last week I took delivery of a new Studio XPS 9100 desktop. It works nice and fast but from the very beginning it had a problem with the headphone jack on the top console exhibiting a lot of noise when you plug in the headphones.

I called Dell and they sent a technician to replace the entire upper module as well as the wires that connect all these modules to the motherboard. Now there's a new problem: 2 out of the 3 USB ports on the top module aren't working despite the fact they're connected and I get a BIOS error on start up that the front USB port is disconnected even though it is connected. What's more, the headphones jack still exhibits the same noise even with the new module and new wires.

Problem is not the drivers because the noise level changes pitch and level when you adjusted the headphones plug.

The tech suspected perhaps it's the motherboard but when you plug the headphones jack to the back of the tower directly to the motherboard, there's no noise at all. The motherboard is apparently fine. It's just that he can't seem to understand why the upper ports are exhibiting all these problems.

They suspect it's some kind of a grounding issue that's causing the noise and they're going to replace the entire system with a brand new one. I just find this problem to be rather bizarre and how it actually got worse with the new module installed and I'm starting to wonder how many more systems I would have to send back. Considering it's supposed to be Dell's premium desktop line, the Studio XPS, I'm quite disappointed.

 

[ash30000]

Hi lior
Are the 3 USB ports on the piece that dell replaced?
Ashley

 

[The Howling Wolves]

lior,
Welcome to 7 Forums!
Sorry to hear about you experience with a new system.
Make sure you document all contact with Dell. I mean day, time, how long you talked with Dell and who you talked to.
Brand new system going bad...fast ....so keep tract of everything.
I would get tech to send Studio XPS back and get brand new replacement or your money back.

 

[kool1zero]

my guess is that there is a problem with the headers that the cables for the upper ports are plugging into, if thats the case, then it's not very fixable and you should tell dell to just send you a new system. make sure that if you do, that it is a NEW system. i had a similar problem with dell and they sent me a "refurbished" item to replace a brand new system that i had just bought

 

[pparks1]

my guess is that there is a problem with the headers that the cables for the upper ports are plugging into, if thats the case, then it's not very fixable and you should tell dell to just send you a new system. make sure that if you do, that it is a NEW system. i had a similar problem with dell and they sent me a "refurbished" item to replace a brand new system that i had just bought

If you read the Dell documentation on their website, you will see that warranty replacements usually are marked as refurbished;
Dell Terms of Sale, License Agreements & Policies | Dell

From what I have read, Dell will mark everything replacement as refurbished for tax reasons. Here is what I got before on this subject. So, it's not always a matter of Dell trying to be evil.

Texas has INVENTORY TAX on all items that are "new" So every part that comes out is "Refirbished"
Sec. 23.12 (a) of the Texas State Property Tax Code states that the market value or assessed value of inventory “is the price for which it would sell as a unit to a purchaser who would continue the business.” The Tax is every year.
Items that are refurbished lose status as real property to be inventoried and taxed.
They aren't trying to cheat anyone.


Texas Tax Code Section 151.101 imposes use tax on the storage, use or other consumption of a taxable item, including tangible personal property, purchased for storage, use or other consumption in Texas. Tax Code Section 151.104 provides that a sale of a taxable item for Texas delivery is presumed to be a sale for the storage, use or other consumption of the taxable item in Texas. Further, Tax Code Section 151.102 imposes liability for the use tax on the person storing, using or consuming the taxable item.

 

[kool1zero]

judging by the condition of the box they sent me, it was actually refurbished

 

[pparks1]

judging by the condition of the box they sent me, it was actually refurbished

Perhaps they reuse their boxes. I know that I ship stuff all of the time from work in whatever package I can get my hands on.

Just sayin...plus...you retain your full warranty from Dell. In fact, when they assembled your actual machine, perhaps they assembled it strictly from parts in the reburbished bin...how would you know?

 

[lior]

Hi lior
Are the 3 USB ports on the piece that dell replaced?
Ashley

Hi Ashley,
Yes, all the 3 ports were on the replacement. The box was marked brand new. It's basically the same module and they replaced the wires as well.

 

[lior]

my guess is that there is a problem with the headers that the cables for the upper ports are plugging into, if thats the case, then it's not very fixable and you should tell dell to just send you a new system. make sure that if you do, that it is a NEW system. i had a similar problem with dell and they sent me a "refurbished" item to replace a brand new system that i had just bought

I specifically told them I won't accept a refurbished system. They said in light of the fact it's only about a week old, it will be replaced with a brand new build. They said only if it's a few months old they will send refurbished. But new systems that exhibit problems that can't be repaired will be exchanged for a new one. There's a 21-day window for this to happen after the original unit ships. I actually went through this experience in the past with Dell.

Repeated fixes frustrate Dell computer buyers - thestar.com

Check out the last part.....

This would probably be my last experience with Dell but given how everything's made in China these days with cheap quality components, I really don't know what else to buy.

 

[The Howling Wolves]

The only alternative is to build one yourself, have one built for you, or online buying.
These options have little or no warranty or tech support.
So it's darned if you do and darned if you don't.
Just glad Dell is sending out a new one.

 

[lior]

lior,
Welcome to 7 Forums!
Sorry to hear about you experience with a new system.
Make sure you document all contact with Dell. I mean day, time, how long you talked with Dell and who you talked to.
Brand new system going bad...fast ....so keep tract of everything.
I would get tech to send Studio XPS back and get brand new replacement or your money back.

Thanks! I keep records meticulously. I talked to probably half a dozen people to arrange the exchange alone. I'll have a look inside the new system to make sure it's the exact same thing (or better) because I gotta swap the hard drive anyway. They're getting it replaced because the tech who was at my house specifically requested a brand new system and for someone to double check the system before shipping. I don't know whether this would actually help. On the dispatch page at Dell my first order status shows dead on arrival. He was more pissed about it than I was.

 

[lior]

The only alternative is to build one yourself, have one built for you, or online buying.
These options have little or no warranty or tech support.
So it's darned if you do and darned if you don't.
Just glad Dell is sending out a new one.

That's very true. And all the components, even for a custom made system, are made in Asia anyway, most of the time by contract manufacturers. So even if you try to be a purist, it doesn't necessarily mean it would be a problem-free experience.

 

[The Howling Wolves]

Keep us posted on how the new one operates.
Best wishes with anything from Dell!

 

[pparks1]

Keep us posted on how the new one operates.
Best wishes with anything from Dell!

I have supported companies with literally thousands of Dell desktops and laptops. My current shop has about 300 desktops, 100 laptops and many of our servers are Dell. I'm just as pleased as can be and Dell supports them great when we do have a problem. 4 hour part replacments on servers, next day on all desktops. They send me either the parts or a technician...it's my choice.

 

[The Howling Wolves]

pparks1,

For the volume of desktops, laptops, and server's you say you have, if I were Dell I would be an idiot for not giving you top notch service.
However, to the lonely peons who are just a number in their system, service doesn't seem to be a big priority to them.
Have several neighbors who had/have a Dell product and their response was they would never own one again,
Why?.....................Poor Product and Poor Service!

 

[pparks1]

Hmmm...I've owned 2 Dells in the past at home and my service was pretty decent. Even got a free upgrade to a nicer video card when it wouldn't play nice with my monitor. But if you call and get an overseas call center, it can be a much bigger process trying to get good service.

As far as my huge quantity of machines, we purchase support from Dell on the devices...so it's not like we aren't paying alot for the warranty coverage. Those 4 hour response warranties are not free....but necessary when you are running mission critical systems.

 

[lior]

I feel that so far the service was fine. I complained about the issue last Friday and spoke to either an American or Canadian (OMG!!!). She gave me 3 options: return the unit for a full refund (they pay shipping), exchange it for a new system, or have a tech come to my house and fix it. I went with the third option. Tech called on Monday morning and wanted to come the same day. Unfortunately I couldn't accommodate him so he came yesterday with a new motherboard. When we realized the problem wasn't the motherboard, he ordered the top panel and came today to install it. He's also the one who handled the exchange and arranged a new system to be dispatched. I got the dispatch number so now I'm waiting to see when they'll ship the new system. While I'm certainly agitated by this problem, the service so far has been fine. I'll definitely keep everyone updated.

This new system is replacing an older Dimension 4700 that was delivered 6 years ago. The old system works very well on the original component to this day (Pentium 4, 2 gigs memory, 128MB graphics) but the cooling design is pure crap. With the new system my HDD runs at 35C even under constant load. In the old system is used to run 55-60C. Hot as it ran it held up (knock on wood).

 

[stormy13]

The only alternative is to build one yourself, have one built for you, or online buying.
These options have little or no warranty or tech support.

How do you figure that? Dell gives one year standard, which covers everything in it. Build it yourself and most if not all components have at least one year, with most (motherboard, CPU, etc) having 2, 3 or more, even some with lifetime (a lot of ram falls here).

For tech support most manufacturers these days have forums, live chat, toll free numbers; and failing that you can get as good or better tech support at forums like here.

 

[The Howling Wolves]

The only alternative is to build one yourself, have one built for you, or online buying.
These options have little or no warranty or tech support.

How do you figure that? Dell gives one year standard, which covers everything in it. Build it yourself and most if not all components have at least one year, with most (motherboard, CPU, etc) having 2, 3 or more, even some with lifetime (a lot of ram falls here).

For tech support most manufacturers these days have forums, live chat, toll free numbers; and failing that you can get as good or better tech support at forums like here.

stormy,
I just wanted to rattle the cage tonight as the OP who started it has probably retired for the evening and we a left here beating each other up!icnic:icnic::banghead:

 

[stormy13]

Actually he posted 25 minutes ago.

Anyway back to the staticy it could be any of a number of things including a badly designed front panel assembly like this one,

http://www.sevenforums.com/overclocking-case-mods/128058-haf-x-short-static-front-usb-panel.html

It could also be due to how the wires for the jacks are routed through the case, which changing the front panel won't fix. Only way to really test this one is to locate the cable and move it around and away from possible causes of interference (USB cables, SATA or IDE cables, power cables, etc). A possibility that Dell should be aware of, but who knows. Found this of the inside of a XPS 9100,



which if lior's looks anything like that, then I could see it quite possible interference induced static as the front panel audio cable has to go past who knows how many power cables, the front case fan, the video card, the hard drive, etc.