I've been struggling with Dell and their Studio 15 line for nearly 2 months. The initial purchase had an I7-720QM in it.
Background: 15 years in corporate IT. Returning student looking for a new career after the Dot.com bomb hit. I work with consumers laptops and desktops to help put my way through college so I influence MANY purchases...
Without going into too much detail, Dell had to replace the laptop 4 times. All were heat related. The Dell Studio (and Inspiron) line of laptops are not built to handle the heat of the I7 cpu. I can give actual temperature readings (both of the core and external case) if you'd like facts. In summary, the bottom of the laptop would burn the skin and the mouse pad has burned me!!! Based on my readings online, the CPU temps are high enough to melt the processor... IF it doesn't shut it down first. But we all know what too much stress does to a product, quicker depreciation and early failure.
Dell won't directly admit to the heat problem but was motivated to replace the machines with the heat problem. The heat problem with the Studio 15 line is all over the internet (CNet, Dell Communities, etc) and can be found with a basic google search.
In the end, I'm down to trying to get Dell to sell a warranty on a BRAND NEW replacement laptop. their story: "I didn't configure the laptop so I have to pay a higher price for the warranty." I know I didn't configure the laptop, Dell's Hardware Warranty Support team did. They chose the replacement, I didn't!!!! A warranty that cost $278 when Dell, themselves, placed the order for the latest replacement now is supposedly going for $600. Dell is willing to do me a favor and drop the price to $450. Some favor!!! How about giving me back the 80+ hours I spent dealing with Dell Reps on the phone...
I get a laptop with a heat problem and they, due to their replacement process, find it possible to jack up the price on the only assurance that their laptop will not fail and if it does that Dell will be there to fix it.
Dell is in the business to sell computers not provide customer service. As I quote one Dell Customer Service Rep "Dell is a mail order company, you have to expect these problems and accept them." i have spent over 80 hours on the phone with Dell. Have had 3 bad Studio 1558 (I7-720QM) machines. I just received my 4th replacement. Hardware wise, at the $1199 we spent on the original laptop, this amounts to about $3600. But Dell felt it necessary to upgrade the replacement to a Studio XPS worth $600 more. I did not want nor do I need the extra horsepower or functionality. So hardware wise, their in for over $4000.
If the representatives I spoke with at Dell make an average of $15/hr, then we're looking at another $1200 in wages. but I've gotten through to the managers and they have been handling my issue so I'm figuring the hourly wage at about $25/hr (minimum). So the cost in wages for this issue bumps up to $2000. Dell bickered with me for 5 hours over a $170 difference in price for the extended warranty. They quoted on price and tried to sell a different price. 3 hours with a rep at $15/hr and 2 with a manager at $25/hr. That's $90 in wages. They'll invest more wages on Monday when their Hardware Warranty Support crew calls and a high level manager from Warranty sales calls. All in all, it would have been cheaper for them to sell the warranty at the quoted price and let me go on my way. But they find it necessary to invest more money to prove their right and turn down a customer.
Oh yeah, I'm a grad student and the laptop was a graduation gift.... I don't have the $440 to throw around not to mention $600.
I have no bone to pick with Dell as I have more than 5 Dell computers in my immediate family. But their response to the problem they sold me shows that they have no regard for even their most loyal customers. They would rather push back and lose money in replaced machines, overnight shipping and person hours on the phone than come through on their promises and marketed product. Three of these machines are about to be retired and replaced. Dell WAS on the shortlist for replacements. They're quickly removing themselves from that list based on how they have treated me over the past 7 weeks.
I haven't been a big fan of Bestbuy but they will most likely get my business as their customer service has earned it.
Dell's customer service has lost them a customer. If Dell is monitoring this forum and would like to right a major wrong, feel free to respond here or contact the former owner of the laptop with Service Tag: 25DS9M1.
If Dell doesn't come through on their word and respect the quoted price on the warranty on Monday, my next point of contact is the BBB and my local Attorney General. I have my own hosting service and my story will go on there for all to read.
My advice: Look at Toshiba, Samsung and ASUS. Their I7 implementations in a 15" laptop appear to be of higher quality than Dell. And to top it off, Bestbuy won't sell the Studio line due to the heat issue and low quality of product.
As of now, I can't recommend Dell's products to anyone.