backtop


Print 44 comment(s) - last by shortylickens.. on Dec 5 at 6:35 AM


Dell Latitude E6400, one of Dell's "problem children"
Dell is aggressively trying to keep its hardware failures under wraps

Apparently Apple is not the only major OEM to have some serious quality control issues/BIOS issues.  Dell is facing what is being dubbed as "throttlegate" -- what boils down to a mess up performance problems on its popular E6400, E6500, and XPS laptops.  And to make matters worse for itself, Dell has begun to censor user posts -- a technique that seldom works on the internet world of vocal opinions and cached pages.

What appears to be happening on the select Dell models is that when the processor warms up slightly, a throttling mechanism kicks in, cutting the CPU performance by 95 percent or more.  Any running applications are thus slowed to a crawl -- the computer acts as if it is frozen.  The CPU slowly kicks back in, but even after regaining its composure slightly, only reaches about 50 percent of the initial clock speed.

Dell's users have been complaining about the problems on the company's support forums.  In what appears to be a desperate attempt to save face, the company has begun banning troublesome complainers and deleting their posts.  One prolific user that has been banned, "Tinkerdude", has actually release an extensive 59-page analysis of the problems dubbed "Performance loss during normal operation in a Dell Latitude E6500 laptop due to processor and bus clock throttling".  That document can be found here (PDF).

The issues affecting the Studio XPS 1645 appear to be similar, but less debilitating.  Its issues seem to center around an inadequate AC adapter, according to a forum thread.  While Dell hasn't respond to the E6400/E6500 problems, it is shipping beefier replacement adapters to XPS owners who call and complain.



Comments     Threshold


This article is over a month old, voting and posting comments is disabled

By TranceFat on 12/2/2009 1:24:12 PM , Rating: 2
Dell laptops are no strangers to overheating. The exact same thing happened to me with GeForce GO 7800/7900 GS equipped laptops. I did everything I could to solve the issue and they refused to acknowledge that this was a manufacturing defect. Even NVidia spent millions of dollars correcting the problem. Yet, Dell refused to acknowledge the problem. I wrote personal letters to senior executives at Dell, and all I got in response was some stupid lady that parroted the fact that I was out of warranty. IMHO, being out of warranty does not preclude taking responsibility when it comes to negligent product making.

I wrote about this entire horrible custom service experience here: http://goldenrain.xanga.com/696454008/dell-hell/

Search for it on Google or click through the links I provided in my blog post above. There are hundreds and hundreds of users that experienced the same thing. I had to actually get my credit card company to fix it for me since they offered an extended warranty for items purchased with their card.

And guess what, the "repaired" laptop failed for exactly the same reason three months later. I never have played games on the laptop either, and it still died. Clearly this was a manufacturing or design failure.

Now the laptop sits in a corner collecting dust.




"We can't expect users to use common sense. That would eliminate the need for all sorts of legislation, committees, oversight and lawyers." -- Christopher Jennings














botimage
Copyright 2014 DailyTech LLC. - RSS Feed | Advertise | About Us | Ethics | FAQ | Terms, Conditions & Privacy Information | Kristopher Kubicki