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Dell has issued a fix for overheating and underclocking issues on its Latitude line of notebooks.  (Source: Notebook Check)
Patches appear to solve many of the affected machines' crippling problems

Overheating problems in mobile electronics are hardly new territory, but they're always unpleasant to say the least.  Thus when news broke earlier this week that some users' Dell Latitude E6400 and E6500 (as well as select XPS notebooks) were overheating and underclocking, many were frustrated.

While Dell's initial tactics involved banning at least one vocal member of the support forum who was detailing the problem, the company also was hard at work on patches to try to fix it.  The fruits of that endeavor have now been realized, with Dell pushing out a plethora of patches according to users.

The patched BIOS seem to prevent the machines from experiencing their heating issues and from underclocking the CPU down to as low as 100 MHz.  They also remedy unpleasant noises coming from the Seagate hard drives installed in some units.  The hard drive issue appears to be a similar problem to the one MacBook Pro owners were complaining about earlier in the year.

While the Latitude series got some TLC, the Studio XPS 1645's issues still remain unsolved.  Dell is shipping users new AC power adapters if they call and complain.  It now appears the Alienware m15x may be having problems as well.

For now Dell has fixed the overheating problems for most, but some are still left to deal with the issues.



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RE: what to do when you screw up
By Bateluer on 12/3/2009 9:17:04 AM , Rating: 3
Get in front of the issue, communicate what the problem is, what its caused by, and inform your customers what you're doing to fix the issue and when that fix will be available.

If you censure customers who detail the problem to you, you look bad and this will cost you in the long run.




RE: what to do when you screw up
By Titanius on 12/3/2009 9:59:43 AM , Rating: 2
The problem with these types of companies is that they seem to lack this logical thinking and go the route they think (or don't) will eliminate the problem. The easiest way is to ignore the problem.

Instead of ignoring their customers, they could spend a little money to fix the issue once and for all and people will come to buy from them because of the quality service they provide, and we all know that selling stuff is where they make their money, so why not attract more sales by giving good service?


RE: what to do when you screw up
By Sazar on 12/3/2009 2:54:10 PM , Rating: 2
There was a Dell tech who was posting coherent information on the Engadget thread and other places online where people raised this point.

Dell also has several forums and blogs, from what I googled, to allow customers to raise issues and concerns and for solutions to be found.

The issue is the mob mentality where someone raises a concern and a horde of people jump on the opportunity to bring up their anecdotal experiences or something that happened to a friend of a friend, embellish and contribute nothing towards the fix.

In Dell's defense, they did the right thing. I updated my E6400, which had no issues by the way, with the NEW A19 bios published on their website within a day of the issue being /.'d. That's pretty fast service.


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