Another new Dell laptop with overheat issue, do I return it or keep it?

Almighty1 said:

To be honest, if I were you. What I would have done originally was return for a full refund and then decide to buy the same thing or something else because remember you are also losing time in the warranty coverage as it's basically a time decay. Parts when used for repairs do not need to be new but only Refurbished as New as the system tag number will not change even with a new motherboard since all they do is write the system tag information and store it back into the motherboard with software.

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Now, when you look at the whole picture, I don't disagree. But these little steps - Support Chats, Support phone calls, live adjustment, send to Support, etc. - each looked promising, but turned into perhaps a bigger issue now.
I still have 5 days to say something like keep it, or maybe get an extended warranty. I feel bad for my daughter maybe thinking I don't want it...

I ran into the exact same dilemma when I purchased my Dell desktop in August. Part of me KNEW I should have sent it back right then, but I dickered with Dell instead. Two days before my return window expired they sent someone to my home and replaced the mobo. Whether it was a refurbished board or not, I'll never know. I've been kicking my own rear end ever since for not sending it back for a refund. It was one of the worst decisions I ever made because with every little issue I have from now on, I'll think it's coming back to bite me in the butt.

FJRMarty said:

Now, when you look at the whole picture, I don't disagree. But these little steps - Support Chats, Support phone calls, live adjustment, send to Support, etc. - each looked promising, but turned into perhaps a bigger issue now.
I still have 5 days to say something like keep it, or maybe get an extended warranty. I feel bad for my daughter maybe thinking I don't want it...

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What I mean is if it's within the return period, then the choice should either to give you a new system or your money back and not repair it like they are doing now. If after the return period, then your choices are different. Are you in the US? If so, and if it's purchased with a credit card, then the extended warranty is already included by the credit card for free once the original warranty runs out anyways.


If all else fails even after the 5 days, it would be time to write to Dell Corporate Executive Offices for a resolution and you would be surprised what remedies they are able to offer. I had a friend who bought a system from Gateway in the 1990s and all they would do was service the machine until I sent them a email for my friend. The next day, he got a call from Corporate that took back the machine and provided a full 100% refund which was already 5 months after the return period had expired.

Just for reference, these are who you can contact by e-mail but make sure you send each e-mail individually to each person and not one e-mail that CC's to all of them even though the content is the same.

Executive Contacts
Primary Contact
Bill Scannell
President Global Sales and Customer Service Operations
1 Dell Way
Round Rock, TX 78682
william_scannell@dell.com

Jeffrey Clarke
Chief Operating Officer and Vice Chairman
1 Dell Way
Round Rock, TX 78682
jeff_clarke@dell.com

Chief Executive
Michael S. Dell
1 Dell Way
Round Rock, TX 78682
michael_dell@dell.com

ThrashZone said:

Hi,
Beware of thin laptops especially Intel ones but not exclusive
There is no room for decent cooling only time they come in handy is in the winter.

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Got a thin laptop an it runs cool - the fan just doesn't come on.

ThrashZone said:

Hi,
Laptops are getting as disposable as cell phones sadly.
2-3 years tops if they live that long.

Intel has been crapping out new chips way to fast and all are thermally more difficult to cool by device manufactures.
That's why I really would consider a amd laptop but prices are totally outrageous atm so hard pass on anything.

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Well the fact they are getting more disposable is partly due the demand for them to be light weight. In order to accomplish this parts, memory, storage and cooling are are all ltightly integrated, are necessarily proprietary solutions, and the components cannot be replaced. Just like phones.

Given that, the best powered and cooled laptops are the new Apple's with the m1 or later chips. But that is a whole other ecosystem.

geneo said:

Well the fact they are getting more disposable is partly due the demand for them to be light weight. In order to accomplish this parts, memory, storage and cooling are are all ltightly integrated, are necessarily proprietary solutions, and the components cannot be replaced. Just like phones.

Given that, the best powered and cooled laptops are the new Apple's with the m1 or later chips. But that is a whole other ecosystem.

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Really depends as Panasonic Toughbook's are also known as the must durable but ofcourse it won't have the best performance specs. Memory and storage are always replaceable and upgradeable even on thin laptops, it's the GPU which cannot be replaced as it's soldered to the motherboard even on the ASUS 17" ROG machines that are heavy and not thin, the CPU may or may not be socketed. Apple runs on Unix so it depends on what one is using it for as the software library is what really makes people use Windows, not the OS itself since even if you had the fastest machine in the world but your software you need won't work on it, then it's pointless. or maybe the better question is assuming one bought the Mac Pro with the M1 max, about what level performance would get running Windows 10/11 under virtualization compared to a Windows machine not running under virtualization. As for the cooling part, a lot of the reasons most laptops suck is because they buy the cheaper Taiwanese or other brands of fans compared to Panaflo and Pabst which offers high quiet cooling performance.

Almighty1 said:

Memory and storage are always replaceable and upgradeable even on thin laptops...

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You can't even rely on that being true these days....

Bree said:

You can't even rely on that being true these days....

Memory slots

Integrated on the system board. NOTE You cannot upgrade the memory on your Latitude 7520.

Latitude 7520 Setup and Specifications | Dell UK

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Saw the disassembly on that one and the SSD, WiFi card and even CPU are all replaceable. I guess Microsoft Surface's are also non-replaceable for all the parts even with the original Surface Pro 1. Hopefully Dell was smart and sold it in different memory configurations. But looking at the specs, it is 16GB and even those that can be upgraded, the max memory is 32GB except for some that can go to 64GB. Atleast it's not 4GB or 8GB only. I guess these are similar to even in the old days, there are those known as Super market computers where you can buy in person and the quality systems are only available by mail-order only where you will have to buy it sight unseen for the traditional brands like IBM ThinkPad, HP Elite (can't remember what their high end line was called), CompaQ Armada lines and not the mail only brands like Dell.

Thank for all the posts. And Almighty1, thanks for the addresses. I didn't realize Michael Dell was still involved.

Based on some posts about refunds and refurbished parts, I had a 'Chat' with Tech Support:

Karan M (12/8/2021, 5:17:25 PM): Thank you for contacting Dell Technical Support. My name is Karan. Please allow me a moment to review your case details.
Blah blah blah niceties
Karan M (12/8/2021, 5:21:51 PM): Do you need help on the tag CXXXXXX?
Martin (12/8/2021, 5:22:51 PM): Inspiron 5510 yes
Karan M (12/8/2021, 5:24:17 PM): and do you need update on the dispatch ?
Martin (12/8/2021, 5:25:48 PM): Not exactly. I know the motherboard is being replaced, will it be new, as in new, or 'new' as in refurbished tested as new?
Karan M (12/8/2021, 5:26:39 PM): Yes
Karan M (12/8/2021, 5:27:09 PM): Did you got your system ?
Martin (12/8/2021, 5:28:40 PM): Waiting for repairs. Question - will they install a new, out of the box, never used before motherboard?
Karan M (12/8/2021, 5:29:35 PM): Yes
Karan M (12/8/2021, 5:29:48 PM): Because I can see that the part is in backlog
Karan M (12/8/2021, 5:29:53 PM): checking more details
Karan M (12/8/2021, 5:32:54 PM): the part will be refurbished.
Martin (12/8/2021, 5:35:22 PM): Considering the terrible overheating that system experienced, it seems to me that it experienced years of use instead of a couple of weeks. I am considering requesting a refund, can you tell me who I should contact? I only have a 1 yr warranty.
Karan M (12/8/2021, 5:37:24 PM): I apologize for the inconvenience this may have caused you. for refund you need to contact to Customer Care team on # 800-456-3355
Time 9AM - 9PM CST Mon to Fri
Martin (12/8/2021, 5:37:54 PM): I'll write that down, thanks.
Karan M (12/8/2021, 5:38:46 PM): Is there anything else I can assist you with today?
Martin (12/8/2021, 5:38:58 PM): Another question, if I accept the refurbished system and it still overheats, how long do I have to return for a refund?
Karan M (12/8/2021, 5:39:14 PM): Sure
Karan M (12/8/2021, 5:40:42 PM): Once you get the system you can test the system and if still you are having the issue then you can ask for repair and after the 2nd repair if the issue is still not resolved then we can check for the system exchange. For refund you need to get in touch with the team on above #
...
Karan M (12/8/2021, 5:45:18 PM): Is there anything else I can assist you with today?
Martin (12/8/2021, 5:45:31 PM): Thank you! Have a nice day!
End Chat.

So, a little thread drift.

Refund for sure, or wait and see with the refurbished system? glasskuter, I know your opinion, any other comments?

Yes, he is still involved as the company went to hell financially when he had the other guy as Co-CEO and then he took the company private with Silver Lake Partners before buying Legato/EMC which became part of the VMWare tracking stock while the Dell stock already loss big before finally coming out again as Dell Technologies instead of Dell, Inc. Forgot to mentioned, even new will be marked as Refurbished as New when it comes to warranty replacements for whatever reason so it would be hard to tell. For all we know, the replacement part could be a newer hardware revision of the motherboard compared to the original. They did not really tell you if they will refund but basically said Customer Care will either allow it or not. Both the support and customer care are usually in India or the Philippines so they are more people you talk to that has never seen the actual parts or machines in question and only reading you what the system shows. Since the system is new, it should be replaced with a new system if the refund was not available and only if you had problems with the new system, they should still replace with a new one within like the return period and only after that should they do repairs. But if it was me, I would do a refund first trying customer care and if that doesn't work, then write to company contacts by e-mail as you would be dealing with Executive Escalations at that point who has higher authority than someone that is outsourced like Customer Care and Support is and then hopefully find a better system for the same or less price or check their current price and if it's cheaper, you can always see if they can refund the difference for you to "consider" keeping the system while still asking to refund should the system still have issues.

Tried that 'Customer Care' number. Not sure who I talked to, but 5 (five) transfers later, after pleading my case 5 times "..that thing was so hot it left marks on my desk. It was so hot it must have aged 3-4 years already, and my warranty is only one year!" each said I could speak to someone who could help me and would put me on hold. Right after the "hello-how-are-ya's" they would all mention my system was past the 30 days, and I would remind them that the repair was initiated before the 30 day magic window. Finally, after holding for the 3rd time with the 5th person "Thank you for holding I will send the refund request to the team for approval, please wait 24-48 hours for a response."
Almighty1 and others mentioned it, the issue with the folks in the Philippines is whether my system was past the 30 days or not. I was notified of the repair well before, but the repair has gone past the 30 days. I had to remind all 5 Support folks of that today.
I'm thinking, as glasskuter mentioned way back, an I-5 is more than enough for my needs. I no longer need to analyze 1.5-2 million data points in near real time over 20 minutes 10 times per day, or test and report on the reliability of some system given effects from xx variables, or any of that stuff...
Perhaps I'll be in a position to downgrade. Or maybe I'll need to send some pointed emails ...

New revised (and hopefully immaterial) completion date Dec 21, 2021.

FJRMarty said:

I'm thinking, as glasskuter mentioned way back, an I-5 is more than enough for my needs

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Mine, too. I had to be possessed by a demon to have bought this i9 or maybe I'm getting Alzheimer's in my old age. Stupid, stupid decision.

FJRMarty said:

New revised (and hopefully immaterial) completion date Dec 21, 2021.

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This just in:

Fri, Dec 10, 2021 1:29 PM
Your system is currently being repaired. This includes the Dell repair technician repairing, testing, and replacing any necessary parts.

Still waiting for something about the refund. Wonder if they're trying an end-around, get the original 'fixed' before they need to decide about a refund? Long way till the 21st.
Shenanigans I tell ya!

Wait... new info already:

Service Chat:
Martin (12/10/2021, 7:25:02 PM): Yesterday I was advised that my repair completion date was moved to Dec 21 due to part availability.
Then today I got this: "Fri, Dec 10, 2021 1:29 PM Your system is currently being repaired. This includes the Dell repair technician repairing, testing, and replacing any necessary parts."
...
Martin (12/10/2021, 7:27:22 PM): Yesterday no parts till Dec 21, today they are repairing it?
Kiran G (12/10/2021, 7:28:38 PM): Let me have a look at the case.
Martin (12/10/2021, 7:29:58 PM): Were they waiting for a new perhaps better motherboard or are they just installing the same as before?
Kiran G (12/10/2021, 7:31:49 PM): Martin, the request is cancelled from our end. So, you can ignore that email because the system will no longer be repaired.
Kiran G (12/10/2021, 7:32:27 PM): I see that you were looking for refund so you can have a word with our Customer care department, they'll assist you further.
Kiran G (12/10/2021, 7:37:31 PM): You can call them on - Customer Care (Consumer) 800-624-9897 ...

Called Customer Care, they tried to send me an empty box, after several 'please holds' and 4th explanation they finally (heh, I thought) understood that my system was already in the shop, that I wasn't getting or wanting my system back, that I was arranging a refund. She started to tell me something but the call was dropped.

I called back, got a Support person with a bad mic, had to hang up. Then I get an email telling me :
As per the recent conversation you’re referring to return the order. We have initiated the returns sent the labels the RA# 74XXXXXX. AArrrrggh....

I called back again, finally, I got the right person! 2nd RA# cancelled, system in the shop and repair stopped, refund coming in 10-15 days.

Thank you all for comments, suggestions, spiritual support, etc. I realize this is primarily a software discussion board, so thanks for your patience with a noob an his new hardware problems.

@FJRMarty - Some companies in their systems do need to do the RA and label even when you don't have the item anymore even though they have issued the refund. Ths is not just for computers. My other question was what did you actually send back originally? Was it just the computer itself or everything that came in the box like the AC Adapter, etc? If you only sent back the computer and they are giving you a full refund, then you can easily sell off or give the other stuff way.

Huh, they stated if there wasn't a charging issue then don't send the charging cable. So I didn't, and forgot about it till someone just mentioned it....

That RMA was a misunderstanding, I didn't have (well, until now) anything to return - my system already was RA'd.

I'm window shopping now - I see Hazel123 started a post,"Finding the right laptop" just what I'm looking for..

@FJRMarty - That's good. What I meant with the RMA thing was I had a experienced once with Homedepot.com where I never received what they sent but as part of the refund, UPS still delivered 3 return labels in person even though the refund was issued immediately online and emails came in a few minutes later from UPS about the return labels issued. I guess maybe it's the way their system is set up.

But anyways, hopefully you will get the refund soon and good luck with the shopping and finding exactly what you want. I like the old days where there was The Computer Shopper magazine so ideas are basically presented in front of you.

Stepped back a little. Ordered an Inspiron 14" 5410 - 11th Gen I-5, 512GB SSD, 8GB RAM (which I'll upgrade later) should do fine. I use an external monitor and keyboard and I'm not traveling a jillion miles every year, so I don't need a big screen. "Grandma" seems to tire out more and more as the evening wears on...

FJRMarty said:

Stepped back a little. Ordered an Inspiron 14" 5410 - 11th Gen I-5, 512GB SSD, 8GB RAM (which I'll upgrade later) should do fine. I use an external monitor and keyboard and I'm not traveling a jillion miles every year, so I don't need a big screen. "Grandma" seems to tire out more and more as the evening wears on...

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One thing I would suggest is that you put your new laptop on a "cooling stand" to allay some of the extra heating if you're going to keep the lid closed.

Here's one at Walmart: COSMONIC Laptop Cooling Plate , Laptop Fan Cooling Bracket Adjustable Angel, With 3 Silent Fans Red LED Lights - Walmart.com

Or, you could check out Amazon.com for something a little bit more expensive, but maybe more reliable.