Notes: Subsequent correspondence included an update that Dell contacted Gary Hacker on 1/25. Dell acknowledged they have finally taken steps to correct the keyboard problem so that, if serviced, it will not come back again. Not all Inspiron 3800's have this problem, but Gary will get his fixed at no charge if he can get it back to the States. It appears that getting in contact with the right person is everything at Dell.

See also the detailed 3800 experience sent to us by Larry Johnson, of KeepItSimpleEngineering,Inc.

Thanks to everyone for kindly giving their permission to use names and/or email addresses in posting this. My own i3800 problem was finally fixed on 4/3/2002 with the installation of the second of 2 refurnished motherboards (the first arrived DOA). Good luck to us all!

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-----Original Message-----
From: Alex Forbes [http://www.summitlake.com/HOME/WP/?p=427]
Sent: Friday, April 12, 2002 5:02 PM
To: rcampa@swbell.net
Subject: RE: Dell Inspiron Webpage

RC,

Thanks for writing and for allowing me to use your letter. Unless you would prefer for me to use your actual e-mail address (and most writers do), I'll print it using "RC from Texas" until I hear from you.

Did Dell tech support have you run the Dell Diagnostics software that comes on the CD? There is something in the output that they analyze to determine that it is the motherboard, even when the software fingers the keyboard. I have never heard a report yet of a bad keyboard which, when replaced, caused the problem to go away permanently. It has always been the motherboard.

Once the motherboard starts failing I guess you could expect anything else to fail also, including the logic that controls charging the internal battery. The last symptom I had before giving up on the 3800 completely was that it either fried a 256mb DIMM on slot 2, or maybe gave a false reading that the DIMM was bad. Removing the DIMM #2 allowed me to use the machine a few more days.

I have not re-tested the memory chip since. I haven't heard of any other problems with the AC adapter.

My best advice is to write Dell Headquarters like I did. But I am not sure that the "new" motherboard is any better than the old one. Dell is not saying what the actual cause is, or whether the replacement motherboards include a fix for the problem. Mine was a "refurbished" board. Since they no longer make the 3800, there is at least a chance they have dealt with the hardware issue when they fix the motherboards.

I got another letter last night from someone whose client had BOTH the keyboard and motherboard replaced under warranty, and that failed after the warranty was up and he ended up buying another motherboard and installing it himself. That motherboard also failed in a few months. I'll [hopefully] be posting his letter soon.

The question is, is it worth it for Dell owners to try to get their 3800's repaired at their own expense, or even at Dell's? The increasingly disturbing news is that maybe it isn't.

Alex

-----Original Message-----
From: rcampa@swbell.net
Sent: Friday, April 12, 2002 8:26 AM
To: write@summitlake.com
Subject: Re: Dell Inspiron Webpage

I to have a Inspiron 3800 and have been having the same problems with the
keyboard. Contacting tech support they told me to perform all these test,
tighten the screws on the bottom of the keyboard, etc.. And of course the
keyboard problem was still happening. And to fix the problem Dell wanted to
replace the keyboard which I would have to pay for, and that might not even
be the problem. Well I know its a motherboard problem because I have a
friend that knows someone at Dell and they acknowledged it was a motherboard
problem. I tried to tell the tech person I was talking to that it was not
the keyboard it was the motherboard and of course he said that if I wanted
to get a new motherboard it would cost $600 plus the installation, because
my system is out of warranty. I said screw it, I'll figure something out.
Well my system has actually been working fine with the keyboard, every now
and then the row of keys will go out and eventually pressing hard enough
will fix it. Now for the new problem. I had my laptop on my desk and had
it plugged into the wall to charge the batteries, I use 2 batteries. I look
down and notice that the battery meter is on the task bar and it is not
charging, also the green lcd light on the laptop is not on. I mess with it
a little, try it again later that night and no light which of course means
no charging of the batteries. The power charger is working, I tried
several. Now I can't use my laptop because the batteries are out of juice.
So once again I try Dell Tech support and they tell me that it is a
motherboard problem and I will need to replace it at the cost of nearly 1000
when its all said and done. Has anyone else had this problem with the ac
adapter. I have never had any problems with Dell desktops before, and since
I live in Austin, I figure support the local companies so I bought my laptop
from Dell. I must say though I am very disappointed in the way this has
been handled and unless they do something will probably never buy from Dell
again. If you have any suggestions I would gladly appreciate the help. You
may use this letter.

(RC from Texas)

From: SAtownAG02@aol.com [mailto:SAtownAG02@aol.com]
Sent: Thursday, April 04, 2002 8:28 AM
To: write@summitlake.com
Subject: Re: Dell Inspiron Webpage

Thanks Alex. Unfortunately last night after a lot of convincing, Dell refused to make good on the repairs. Although I had not reported a motherboard problem related to the keys, while I was still under warranty, I had a motherboard related problem of another nature (my system would sporadically reset). However, since it wasn't directly about the keyboard, they refused to fix it. The sad part was that the support person had already set up a repair order, only to have it shot down by someone whom had to authorize its approval.

I'm going to try Customer Care today because I heard they can possibly pull some strings. I'm hoping to perhaps attain a couple or discount for the purchase on a new laptop - as much as I would hate to buy another Dell system. I know its a long shot but I suppose its my only option.

You may feel free to reproduce my email(s) on your website. The use of this email address is perfectly acceptable. Thanks again

From: john oconnell [mailto:mrjohno@earthlink.net]
Sent: Wednesday, April 03, 2002 8:42 PM
To: write@summitlake.com
Subject: Summitlake Index Page

Alex

Sorry about your recent problems with the Inspiron 3800. Hopefully, the rest of us poor saps who bought one will reap the rewards of your tireless efforts.

I'm having the exact same keyboard problems that you, and apparently a multitude of others, have been experiencing. My problems started a few days after my warranty expired. I did some quick research and realized this is a recurring problem for the 3800's. As you well know, tech support and customer care would not admit to the defect and left me out to dry. I am now in the process of writing emails and letters in an attempt to get some restitution.

Any suggestions?

It is encouraging that they are trying to make good with the gentleman from Bangcock. I'm in Austin, TX. I will picket their offices if necessary.

I'll keep you posted on my progress.

sincerely,
John O'Connell

From: SAtownAG02@aol.com [mailto:SAtownAG02@aol.com]
Sent: Wednesday, April 03, 2002 12:47 PM
To: write@summitlake.com
Subject: Dell Inspiron Webpage

Hi Alex, I liked your webpage on the problematic Inspiron 3800. And guess what? I'm writing this email from an external keyboard attached to my Inspiron 3800 with the same problem. The technical support person at Dell told me the same thing - I needed a motherboard replacement upwards of $700 - I also am out of warranty.

Were you able to resolve anything with Dell? Did they ever honor any kind of repair or possibly a discount a new laptop? I feel pretty cheated actually. Anyway, thanks for making that page.

From: Sanmyn@aol.com
Date: Wed, 23 Jan 2002 01:49:14 EST
Subject: re Dell
To: write@summitlake.com
X-Mailer: AOL 5.0 for Windows sub 138

Thailand

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