A Few Days into the Battery Recall

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Wanted to take some time to answer a couple of specific customer questions, and to comment a bit on external reaction to the battery recall. Will work to address more of the blog comments directly moving forward.

  • Some customers have asked whether they can return or exchange newer systems. The answer is no… the recall applies to certain batteries up to July 18. All of our systems in the U.S. come with a 21-day return policy. Some customers who received systems up to July 18 are outside the return period. Customers received systems after that date won’t have batteries that are part of the recall.
  • IT managers have asked about the best way to proceed for companies with hundreds or thousands of notebooks on-site. Dell account teams are working with corporate customers directly to establish a replacement plan that will meet their specific needs.

The role and safety of lithium-ion batteries have become key topics of discussion. Yesterday, IPC announced a technical summit that will occur next month in San Jose, California. There, a battery consortium which includes representatives from Dell, Lenovo and other major PC manufacturers will accelerate ongoing work to standardize the design, performance and safety requirements for lithium-ion batteries. John Grosso, director of supplier engineering and quality, represents Dell as the chairman of this consortium. I'll ask him to blog more about this in the future.

Know most of you have seen coverage of the battery in the media and the blogosphere. Much of the coverage is balanced—Ad Age and the Consumer Electronics Association largely approve of our response thus far; others like Shel Holtz initially criticized our delayed response on the blog. Fair enough. A recall of this scope takes a huge amount of coordination across Dell and organizations like the Consumer Product Safety Council. That said, we recognize there’s room for improvement. Lots of folks here are committed to continuing the progress we’re making on the blog. We will use Direct2Dell to provide useful updates as new details become available. I’ve created a battery recall category so that customers can easily see all posts related to the recall in one place.

In a few cases, some folks are incorrectly saying this issue only applies to Dell and attribute it to our battery charging process. Dell disagrees with that assertion. Most importantly, we’re staying focused on getting replacement batteries to our affected customers.

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12 thoughts on “A Few Days into the Battery Recall

  1. As the common phrase goes, "It takes two to tango".  While I commend you on your voluntary recall of such a large pool of batteries, I firmly believe that there is a bigger issue.  

    By nature all lithium-ion batteries produce heat.  It is simply a fact of how they work.  And maybe it is true that the Sony manufactured batteries being recalled were defected and getting hotter than normal, but a workstation has to be designed to effectively disperse battery heat.  That is where I feel Dell is at fault.

    Being an IT professional that has worked for two different "all Dell" corporations (Optiplex GX250-GX620 & most Latitude Models), and being a personal Dell (Inspiron 8600 old model) owner I have seen many heat issues caused by Dell’s workstation design.

    I believe the new generation workstation design is a much needed improvement.However, I would still like to see Dell step forward and publically address their workstation design issue instead of diverting the blame to Sony (who frankly is already having enough problems. *cough* Blu-Ray, PS3, rootkit *cough*)

  2. Great job on the blog — it may have been delayed but I think it provides some great communication to your customers. Why not put it on the front page though or on the battery recall page?? I had to search around to find it.

  3. "In a few cases, some folks are incorrectly saying this issue only applies to Dell and attribute it to our battery charging process. Dell disagrees with that assertion."

    Please explain.

  4. ben_b:  What I read said there were metal particles inside the defective battery cells.  Sounds like that would put all batteries with this defect as risk for shorting out and overheating and it shouldn’t really matter if there is some difference in the charging process.  

  5. Just to let everyone know.  I got my replacement battery on 8/22 (after submitting the order late on the evening of 8/14).  It shipped from somewhere in Iowa I believe via DHL with overnight delivery (though that was really over-weekend.)  There was a USPS postage-paid return label in the box to ship the old one back.  Just dropped it in a mail box.

  6. I am trying to build a Dell Optiplex GX620 with parts that I bought. Everything works but for some reason once started the fan goes crazy and the system shuts its self down before I could set up the system. I mean all of the stuff loads but for some reason the system overheats? and shuts down. I have a heat sync connected to my CPU for some reason this still happens. Can someone help me?

  7. dubbes: Happy to have someone on the support side contact you. For us to do that, I need you to submit a comment with the e-mail address field completed.

  8. HELLO, IF SOMEONE FROM DELL READS THIS PLEASE CONTACT ME, I AM NOT A COMPUTER TECH OR ANYTHING AND I JUST HEARD ABOUT THE RECALL. THE REASON I LOOKED INTO IT IS BECAUSE MY DELL INSPIRON 8600 BATTERY DID IN FACT GET ALOT, I MEAN ALOT HOTTER THAN THE BATTERY ON MY THINKPAD OR MY VAIO. I THOUGHT IT WAS NORMAL UNTIL THE BATTERY COMPLETELY DIED, I MEAN WENT FROM WORKING 100% TO NOTHING, NOT EVEN 15 CHARGE EVER IN 1 DAY! I LOOKED IT UP AND THEY SAY THIS BATTERY IS NOT COVERED, BUT IT FITS ALL THE CRITERIA OTHER WISE. THE PRODUCT NUMBER IS JP-02P692-42016-3BM-A0D8. THANKS FOR TAKING THE TIME TO READ THIS, RONNIE

  9. I have a dell Insperion 8500 with a battery no JP-02P692-42011-34h-A0N6.

    Although this was not listed as a bad battery the battry gets very hot, so hot it could burn you. It also doesn’t hold a charge more than 20 minutes.

    This battery should probably be on the list as defective also.

    Thanks,

    Mike Bullock 

     

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