Europe Vostro Keyboard Issue: What We’re Doing Comments

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silly donky

12 Nov 2008 08:39 PM

I had no problem a month ago…And, once, i had the message: DELL URGENCE:Bios So,I installed the new bios and now i have the same problem like you.I don't understand why you change the keybord because DELL can simply create another BIOS. So,I ASK DELL TO GIVE ME AN OLDER VERSION OF THE BIOS, INSTEAD TO REPLACE THE KEYBORD. Please I really need it. Thanks The silly donkey

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Tsvetan Iliev

28 Oct 2008 08:35 AM

Hello,

I am a customer from Bulgaria (Europe region). I bought Vostro 1510 via a local reseller here and I don't know how to find my order number. I have Service Tag, Express Service Code, Vista product key on the bottom of the laptop, but i couldn't find order number there.

Can I ask Dell to send me new keyboard without the order number ?

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JS

10 Oct 2008 09:01 AM

Thanks a lot for the video, was a great help!

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shocked stunned

23 Sep 2008 03:17 PM

This has got to be some kind of world record for imcompetence… wow. Is this for real? Surely this is some kind of joke? I… what… huh? It *must* be a joke… It's like Dell saying "Oops, we just shipped 10000 new laptops with cans of sardines instead of hard drives, doh! Oh well, I guess we'd better send them the parts…"

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mihaitha

19 Sep 2008 05:57 AM

How long does it take until DELL answers a request for a replacement keyboard? I wrote them 2 weeks ago and still havent recieved any replay whatsoever. Is it just me or did DELL decide to ignore any incoming requests, and I'm stuck with a faulty laptop? Should I try using legal action against them?… Didn't think DELL was one of those manufacturers that don't care squat about their customers, once the product is sold.

Best regards.

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Nikky

13 Sep 2008 08:23 PM

Hello Please tell me what programs you use for repair system? Regards.

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Sajid Iqbal

13 Sep 2008 01:17 AM

Hi,

I am a customer from Pakistan(Comes under middle eastern region). I recently bought Vostro 1510 via a local reseller here. Can I directly ask dell to send me the keyboard or should I contact my resller??

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Gordon Macdonald

10 Sep 2008 03:10 AM

Despite many emails and voicemails left on a number supplied by DELL I still have not received a replacement keyboard for my Vostro laptop ordered in May.

We have a small business, so 1 laptop down really impacts us, but DELL doesn't seem to understand this.

I am very disappointed with the (lack of) service I am receiving from them, and will need to think seriously about looking at other suppliers for our next hardware order.

Does anyone know how to get through to DELL to get a replacement?

Yours hopefully,

Gordon

 

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Farhan

30 Aug 2008 05:31 AM

Finally my keyboard has arrived . Thanks Ms.Kerry Bridge for taking care of it , people if they can send me a keyboard in Pakistan . they can send it anywhere , don't whine be pursuasive , it took some calls to UK from my end , some emails and a wait of 2 months but now I've got my keyboard , installed it in 10 min following the video which was very helpful , the tricky part was removing the hinge cover but after several tries I did it later it was abreeze . installing the Bios is piece of cake .   Once again thanks Dell and Thanks Ms Kerry Bridge for taking personal interest in it

Farhan from Karachi Pakistan

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chris

26 Aug 2008 06:58 PM

still haven't got any reply (call, messages,etc)…it's exactly 3am here in bahrain and still with the same problematic keyboard…

i think i'm the only one left with this problem…pls help!

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David

26 Aug 2008 05:35 PM

The UK PC keyboard layout, with several symbols moved to the "wrong" places (not to mention the tiny left-shift key) is an absolute ergonomic disaster.

Why don't computer manufacturers (especially laptop manufacturers) allow users to choose their own preferred keyboard layout when ordering their computer?

I'd go for a US keyboard every time, and I know many other technical users would also do the same. In fact, due to economies of scale, it would probably work out as a price-lowering upgrade! (If I can cope with € on an AltGr combo, I can certainly do the same for £ as well)

 

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chris

26 Aug 2008 06:17 AM

how come that the messages that i keep posting here since yesterday doesn't appear.

i wonder? do you guy's stopped customer's feeding this thread? please don't do that i'm begging you. this forum helps us find solution with the same problem that some customers are experiencing.

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chris

26 Aug 2008 05:53 AM

dear sir/ madam,

is this thread still active?

I'm chris by the way and i'm currently working here in Bahrain (Middle East Asia). I've purchased a dell vostro 1310 last june 14 as a birthday gift. i personally didn't noticed the keyboard problem after a bios update from dell's website on july 11. after the update and restart, my nightmare has started. the keys zxcvbn… have acting strangely, it's as if the letters were improperly printed on the keys. i've done everything i could to fix it and upon reaching my wit's end i gave up and call the place where i bought my dell vostro and told me to come and visit their shop again to have the laptop checked. upon checking, the technician gladly admitted it is indeed a hardware problem—keyboard and the warranty covers it. the technician said to me that they would send my vostro to their agent since there is no dell office here in bahrain they couldn't do anything but call their dell supplier or where they've purchased it or whoever he is, i really don't have any idea. the technician just told me that i should wait for 10-15 days to have my laptop fix.

so i waited, and yesterday after 14 days i called the shop where i bought my vostro to follow up on the progress and was very happy knowing that my laptop was ready already for pick-up. later, little did i know that my happiness was shortlived. indeed the letters from z,x,c,v,b,n… were right when i typed them but the remaining characters such as <, >. appears when i press (shift)  (,) or (.) in between (m) and (/). and the key beside the right shift key which is (\) when pressed with a shift key it shows this key (|). to add, the same response i get when i pressed shift a key right before the enter key but on the key it says (~ and ') and when i pressed the key on top of my tab key which originally says (< >) but when pressed it types this (' ~) instead of this (< >).

this is what i've discovered since yesterday, i've given up going back to that shop anymore where i bought my laptop. they barely know how to speak english except for the words " ok, excellent, good quality" when you want to buy from them but after that your'e own your own. they've even managed to put a dozen of scratches on my laptop! and some are quite deep!!!

im not an arab that's why i don't speak arabic which is their language, i barely know people here since i'm new and besides the fact i'm from a different country. i was really thankful that i saw this thread on the dell forum and was given even a single ray of hope…

i'm just hoping you could send me a keyboard replacement with the appropriate bios or driver update that matches the keyboard and i will replace the keyboard myself as i don't plan to have my laptop leave my sight anymore.

i've been to some shops lately and saw some new units of vostro 1310 with a letter b on it. it may be some revision of this unit i'm holding on and how i dearly wished i have the same model on my hands right now. i tried selling my vostro at a low price so i could buy the new model but unfortunately i'm unlucky.aside from the fact that the keyboard is partially functional the scratches that my laptop had attained from the repair it been through recently has added to it's unworthiness by my suspected buyers. i'm guessing too that probably when i plan to upgrade my os from xp to vista in a few months time i'll be experiencing the same z,x,c,v,b,n… letter problems as before. i believed the kind of "repair" they made is isn't the actual solution to the problem and it can just be a adhoc solution or simply a software of some sort, who knows? but one thing is for sure, unless i can't have the real keyboard replacement for my vostro i'll be haunted by this same problem over and over again…

hoping for your kind response on this matter.

respectfully yours'

chris

ps: i've sent an email already to this address: ([email protected]) regarding this problem and attaching the details you need.

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Heesyclecef

25 Aug 2008 10:01 PM

Ahead I get to that similarity, it should be muricate out that in the steppe vulnerskilled, the Dell's "$1,432" value is after $650 in diversified Dell discount/coupon finaglings. Granted, Internet shopping geeks (and I gauge myself to be one, so that's not an abuse) desire be superior to reveal a Dell coupon kind of beyond, but your conventional consumer? And balance out then, this one's a whopper-it's not instances that you can buy a $2,100 computer for less than $1,500. So I'm thriving to look at consummate bonuss and then let you do the "coupon math" at the end. (It should also be celebrated that entire lot in this article was based on Dell's bonuss on a discriminating day final week. As anyone who has done grave haggle-hunting on the Dell Web plot knows, honorariums transform everyday-uniform with by the hour and minute.) _______________________________________________________________________________ [url=http://blackmacbookair.net/buyers-guide-for-lap-tops.html]laptop bag[/url]

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chris

25 Aug 2008 07:41 PM

dear sir/ madam,

is this thread still active?

I'm chris by the way and i'm currently working here in Bahrain (Middle East Asia). I've purchased a dell vostro 1310 last june 14 as a birthday gift. i personally didn't noticed the keyboard problem after a bios update from dell's website on july 11. after the update and restart, my nightmare has started. the keys zxcvbn… have acting strangely, it's as if the letters were improperly printed on the keys. i've done everything i could to fix it and upon reaching my wit's end i gave up and call the place where i bought my dell vostro and told me to come and visit their shop again to have the laptop checked. upon checking, the technician gladly admitted it is indeed a hardware problem—keyboard and the warranty covers it. the technician said to me that they would send my vostro to their agent since there is no dell office here in bahrain they couldn't do anything but call their dell supplier or where they've purchased it or whoever he is, i really don't have any idea. the technician just told me that i should wait for 10-15 days to have my laptop fix.

so i waited, and yesterday after 14 days i called the shop where i bought my vostro to follow up on the progress and was very happy knowing that my laptop was ready already for pick-up. later, little did i know that my happiness was shortlived. indeed the letters from z,x,c,v,b,n… were right when i typed them but the remaining characters such as <, >. appears when i press (shift)  (,) or (.) in between (m) and (/). and the key beside the right shift key which is (\) when pressed with a shift key it shows this key (|). to add, the same response i get when i pressed shift a key right before the enter key but on the key it says (~ and ') and when i pressed the key on top of my tab key which originally says (< >) but when pressed it types this (' ~) instead of this (< >).

this is what i've discovered since yesterday, i've given up going back to that shop anymore where i bought my laptop. they barely know how to speak english except for the words " ok, excellent, good quality" when you want to buy from them but after that your'e own your own. they've even managed to put a dozen of scratches on my laptop! and some are quite deep!!!

im not an arab that's why i don't speak arabic which is their language, i barely know people here since i'm new and besides the fact i'm from a different country. i was really thankful that i saw this thread on the dell forum and was given even a single ray of hope…

i'm just hoping you could send me a keyboard replacement with the appropriate bios or driver update that matches the keyboard and i will replace the keyboard myself as i don't plan to have my laptop leave my sight anymore.

i've been to some shops lately and saw some new units of vostro 1310 with a letter b on it. it may be some revision of this unit i'm holding on and how i dearly wished i have the same model on my hands right now. i tried selling my vostro at a low price so i could buy the new model but unfortunately i'm unlucky.aside from the fact that the keyboard is partially functional the scratches that my laptop had attained from the repair it been through recently has added to it's unworthiness by my suspected buyers. i'm guessing too that probably when i plan to upgrade my os from xp to vista in a few months time i'll be experiencing the same z,x,c,v,b,n… letter problems as before. i believed the kind of "repair" they made is isn't the actual solution to the problem and it can just be a adhoc solution or simply a software of some sort, who knows? but one thing is for sure, unless i can't have the real keyboard replacement for my vostro i'll be haunted by this same problem over and over again…

hoping for your kind response on this matter.

respectfully yours'

chris

ps: i've sent an email already to this address: ([email protected]) regarding this problem and attaching the details you need.

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Farhan Rathore

25 Aug 2008 12:42 PM

tnks fellows, I was about to order the defective model on line.I wont get it without knowing that dell is not doing it anymore

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Paul O'Neill

23 Aug 2008 02:39 PM

Finally got round to replacing the keyboard -quite straightforward. After downloading a BIOS update earlier in the week decided not to load the BIOS disc that Dell sent through and it's working fine now.

I'm going to leave the BIOS disc for now, it seems to be working fine and I no longer have to spellcheck every word I type! About time too.

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Paul B

21 Aug 2008 06:39 AM

I have had a Vostro 1510 since May, initially I thought ihe keyboard layout was me being a you know what! I have got used to it now and swap between my laptop and a desktop numerous times a day and it hasn't been a problem since…

Yesterday i received a Dell Service Centre update alert about a new BIOS… like a twit I installed it… ooops! Now if I type a 'b' I get an 'n' etc… after about 2 hours on the online support (who were very good) trying various things, Dell finally agreed there was a problem with the keyboard and a new one would be sent out to me… It is supposed to be here at some point but the support person logged off before I could confirm the day and date…

I am annoyed that the BIOS update notification did not come with a warning about the keyboard change. Had it done so I wouldn't have installed it and I wouldn't have had a problem.

Also, it was purely by accident that I stumbled on this page… and I am amazed that Dell support were not able to figure out the problem within seconds…

If I think about it, have hardly ever used the backslash key…(That will change now… Murphys' Law…!) so the new position probably won't affect me too much…

(I hate to say it, and it may be me being cynical but is this why there are so many of these models going cheap on a certain popular auction website?)

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Ian N

14 Aug 2008 08:54 PM

It looks like, from the marketing pictures, that the whole new Latitude-E range suffer from the incorrect keyboard (in that the backslash key is over on the right rather than between shift and Z where it should be on a British keyboard, whatever Dell may claim about what's in their local computer shop). Not as bad as the whole bottom row being shifted, but backslash on the wrong place still makes the laptops a pain to use for any Brits in IT sysadmin. And given that these are the people that make many laptop buying decisions, Dell continuing to ignore British keyboard standards seems absolute madness. I've certainly not been able to recommend any Vostro models to anybody since my own 1510 is so hard to use, and now I won't be able to spec Latitudes for anyone either.

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janet moore

08 Aug 2008 08:50 AM

I received my new keyboard 2 days later after a phone call following my posting.  I too have no instructions Paul.  And I too would be interested to know if the disc update will affect any saved data ??

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Paul O'Neill

06 Aug 2008 05:33 AM

I've now received my new keyboard and disc – amazingly no paperwork or instructions came with it!! So I can follow the video in order to replace the keyboard but what about the BIOS update?

If it's tricky to install the BIOS update what risk is there?Will it remove anything from my PC? Files and/or software?

Only that it's now company policy to buy Dell I'd have gone back to HP who make great, fault free laptops!

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Janet Moore

04 Aug 2008 09:51 AM

Well 4 months in since i bought my Vostro and i have yet to receive a new keyboard and I offered to fit it myself to save time !!!!

I was about to purchase another laptop for home use and was going to use Dell.  I am now revising that decision and shall look elsewhere.

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Simon (UK)

18 Jul 2008 10:19 AM

Dell engineer arrived at 1pm yesterday, replaced the keyboard, and updated the BIOS.

He didn't know about the keyboard layout problem, he had just been sent to replace a defective keyboard! Good to know Dell's communicate with their engineers . . . .

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Harvey Leslie

16 Jul 2008 10:29 AM

I don't know if it was the result of my post above (14 July) or not, but my new keyboard arrived the following day by courier.

I fitted it yesterday evening following the video instructions above with no problem.  The BIOS update on the CD was a little confusing but I worked through it and everything is now working perfectly.

Thanks Dell – better late than never!

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Martin

16 Jul 2008 08:47 AM

I'm in the UK and I've been contacting Dell since I bought this Vostro 1510 with the non-UK standard keyboard fitted.  I'm a business user (who this laptop is targetted towards) and I have maintained that with the backslash key on the right (which is their final format for this laptop) it is 'not fit for purpose' in the UK as we employ touch typists.

I just want to report that I have just received a phone call from Dell who have agreed to pick up the laptop and issue me with a full refund.

There must be hundreds of people like me in the UK – surely it would be easier and cheaper for Dell to simply issue a replacement keyboard that meets the UK standard?

Anyhow – I am now pleased to be getting rid of this badly designed laptop (see my Dell review on  http://www1.euro.dell.com/content/products/productdetails.aspx?c=uk&cs=ukbsdt1&id=vostronb_1510&l=en&s=bsd#reviews )  and I hope Dell have also learned a few lessons from this saga.

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cst-99

16 Jul 2008 04:17 AM

Hi,

we are a DASP, and we have a problem with keyboards.

When we change a MB, the keyboard layout is wrong, but we don't know, where we can find the correct BIOS or KB firmware to new motherboard.?

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Lui

15 Jul 2008 11:53 AM

Hi.  It's interesting reading all the comments.  Just to let you know that here in Bahrain, big shops are selling Vostro 1310 with faulty keyboard at promotional price.  And, they are not admitting that it's a faulty keyboard.  Imagine how they convince the buyers….. the keyboard is designed for Europe market.

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Simon (UK)

15 Jul 2008 11:19 AM

Today Dell left a voicemail saying an engineer would call tomorrow. We called back to find out what time, and was told (hopefully…) am.

10 minutes later we got a call back, saying that the previous person we had spoken to had got it wrong . . . . the engineer won't be coming until Thursday, and they couldn't say what time it would be!!!

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Simon (UK)

14 Jul 2008 07:18 AM

Well, over 2 months since Dell first contacted me about fixing this problem, they have finally called to say they are sending an engineer to replace the keyboard. I'll post something if / when they come and replace it……

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Harvey Leslie

14 Jul 2008 03:30 AM

I seem to have had my Vostro 1510 for a long time now (since 5th May) and my keyboard is still wrong and I can't use it properly.

I received a phone call from Veronika at Dell on Thursday 3rd July to ask if I would accept a keyboard to fit myself or did I want an engineer to come to fit it.  Having watched the video above, I chose to do it myself (quicker)!!!

Veronika said that my replacement keyboard would be delivered next day by courier – i.e. on Friday 4th July – BUT I AM STILL WAITING !!!  It is now Monday 14th July.

What has happened to my replacement keyboard?

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kerry_bridge

08 Jul 2008 11:08 AM

Stephen, I'm sorry for the confusion, we have an updated blog post on progress – over here. Please click over to the new post on this for the latest on what we've been doing.

Other posts from all customers on this topic have been escalated internally.

KerryatDell

 

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Stephen Amos

08 Jul 2008 10:32 AM

It's a miracle, all of a sudden Dell contact me within a few hours of posting my previous comments.  It's funny how the world works isn't it.

My unique e-mail I sent them had no affect and a response was not forthcoming, but talk of news sites picking the story up apparently had a different outcome.

Wonder if these PR negative posts will be deleted soon.

PS. called the number they told me to call and nobody picked up, so back to square one.

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Stephen Amos

08 Jul 2008 06:22 AM

Dell are unconcerned by the small people, their ears will only *** up if major news sites attentions are drawn to this problem.  Then all of a sudden it's a PR disaster.

It might be wise to contact a few news sites about this.

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Dr Paul Broughton

07 Jul 2008 03:14 AM

UPDATE

 

Just spoke to Dell, and they have no record of having agreed to pick up the computer (despite having left a phone message saying that they were going to do so).

 

Then when I tried how to sort this problem out the nice person at customer care just hung up.

 

 

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Peter McDonald

06 Jul 2008 06:44 AM

You can see that I am the first to comment on this post, I got my vostro as soon as it came out, and still, no one has contacted me in regard to getting this problem fixed. Even though emails have clearly stated they will be in contact via phone.

Whats worse, is not only have I been stuck with a faulty keyboard for over 2 months, the plastic over the touch buttons above the keyboard is now bubbiling off. Talk about lack of quality control.

I'd like very much if dell could take the time to actually do what they said they would do and fix this.

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Dr Paul Broughton

05 Jul 2008 04:12 PM

After spending loads of time trying to get someone to talk to me at customer service about getting my money back, someone finally arranged for the laptop to be picked up.

We had a call on Thursday confirming that the laptop would be picked up on Friday, between 0900 and 1730 and to ensure that I got a receipt.

Guess what did not happen on Friday?  no one turned up to collect it, wasting a whole day for a (another) mistake that Dell, or their subcontractors, made.  I will have to wait another whole day for someone to (maybe) turn up despite the severe inconvenience that this will cause.

If Dell continue on like this then they will soon manage to bankrupt my company

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karen clough

04 Jul 2008 09:59 AM

I received my replacement laptop yesterday, and am pleased to say that it has the new keyboard and BIOS settings.

It is 2 months since receiving the first laptop and although it has been annoying, time consuming and very frustrating, I have to say that the Dell Technical Service folk I have spoken to have done their very best, have been helpful and courteous each time.

This issue however should never have happened, and although now I have a keyboard I can use more comfortably, it is still what I would deem "non standard"  and the shift key should have been reduced in size when this issue arose to accomodate the slash key.

Thanks again to Raghotham Murthy and Praveen Anand for their valuable help in resolving this issue.

 

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Larry

04 Jul 2008 06:42 AM

I bough my 1510 more than two months ago and while at the earlier stages i was in communication with support for a replacement keyboard, they seem to have just blanked me out and totally ignored me.. ive sent out 3 emails within the last 3 weeks and have not received a single reply.

Honestly, im absolutely fed up that i cant use my laptop two months after i bought it. Im going to call and ask for a full refund today and i honely don't care about whatever maximum length of time they have on their reutn policy cause as far as im concerned, they shipped a faulty product.

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Farhan

03 Jul 2008 10:44 PM

Sir ,  I'm a affected Dell customer in Pakistan , have written numerous times to Dell for replacement and once got the email on 25th June that I will get a response in 48 hours , what 48 hours it's been more then 190 hours but there is no response from Dell ,  is this your customer service , I never asked for refund all I asked for a keyboard so I can change it myself , i even offered Dell that i will take it to the nearest Dell dealer abd get it changed there ,  you hace cut my productivity ib half , I cannot spell check every word after I've written a 5 page report on this lousy keyboard of yours .  kindly inform if you can change ny keyboard or not else i'll return back to my trusty HP

copies of emails are

 

Hi

 

Thank you for your email

 

I apologise for the delay in responding. We will contact within 48 hours to arrange a solution to this issue

 

Thanks

Dell Quality Team

 

Original Message Follows: ————————

Dear Sir / Madam ,  

I have recently received a Dell Vostro 1310 –  Work Order # 2715XXXXX  , Service Tag #  FMXXXXX,  kindly send me the replacement keyboard along with BIOS so that I can make it suitable for my use .  In case you have a service center based in Pakistan , I can also take it there to get it replaced .    

    

 Awaiting your positive response   

    

 Regards  

  

  

 Farhan

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Gerry, Airdrie

02 Jul 2008 06:46 PM

Ordered Dell Vostro 16th June 2008 arrived 18th June faulty keyboard. Paid for next day assistance. Frustrated trying to get Dell to communicate with me. I am rejecting the laptop and want a full refund. I am entitled to do this, it is my right in law. I do not want a makeshift repair. I want my money back.

 

Can't believe Dell sent out faulty computers up to 2 months AFTER they were alerted to the keyboard problem. Can't believe Dell sold me next day assistance knowing they had no intention of honouring it. I purchased Dell computers 18 months ago to use in my company and thought Dell were a reputable company with a good product. I am disappointed with their lack of concern for their customers.

I want Dell to answer my e-mails and give me a refund.

 

 

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Dr Paul Broughton

30 Jun 2008 06:25 AM

 

The technical department finally got in touch on Friday.

I said that I wanted my money back, I was told that I needed to speak to customer service.  Well, been trying to get someone to answer the phone who just does not push you to another department/person. 

Customer service maybe should be renamed under the trades descriptions act?

On a positive note the person I spoke to from the technical department was very respectfull and did his bit to help, but did admit that the whole thing was a bit of a mess…..

So its back onto the phone this afternoon for a few hours of doing nothing. – can anyone out there help!!!!!

 

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Tony

27 Jun 2008 04:56 PM

Received a Vostro 1510 with faulty keypad layout.

Trying to contact customer support (ie a person who can actually assist with rectifying a problem) rather than the ''off shore ''call centre loop, almost impossible !!

Our company has had many Dell systems over the years, supplied with no problems – so we have never before had to test Dell customer service / technical support and their ability to correct faulty product !

Well now we test the most important part of a supply structure – their ability to react to customer complaints and rectify errors efficiently and quickly.

Dismal failure DELL !  – Can't accept your poor level of support on a new product.

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Dave

27 Jun 2008 05:00 AM

I received one of the first batch of faulty laptops nearly 2 months ago and am still waiting for a replacement keyboard!!

The last email I sent to EMEA_TS_PFR wasn't even replied to

And the best bit is even when the keyboard is eventually replaced we are still stuck with a non-standard layout

What a joke

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Bryan

26 Jun 2008 06:02 PM

Finally Dell does something right:

I emailed Dell on Tuesday, they phoned me on Wednesday and my new keyboard arrived by courier on Thursday.

I was assured in the strongest terms that if I damage any parts while fitting this keyboard, they will all be covered under warranty.  I'm hoping that I don't have to put this to the test!

I still don't understand why I have to make do with a keyboard that has the backslash in the wrong place due to an oversized shift key.  This is still a half-hearted attempt at a  fix.  The only reason I am sticking with my new laptop is that it was a good price.

Good luck to you in getting through!

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Dr Paul Broughton

26 Jun 2008 11:18 AM

 

Well, that is Thursday done and all of us who are affected by this fault/error are going to be contacted by the end of the week? 

My guess that this would be in the form of an automated email telling us all is fine in the world and that we can't have our money back.

So maybe I should email (again) or call customer service (again) or just sit and swear at the computer (again).

Well done Dell for making an error into a customer relations disaster, I can see this one making the service's marketing literature in the future.

 

 

 

 

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Ganesh

25 Jun 2008 10:52 AM

Seven days, six phone calls, three emails to EMEA_TS_PFR, three more emails to other service reps. STILL no phone call to ask for an appointment to fix this.

Am I justified by law to claim a full refund of the extra amount I've paid for a next business day warranty?

-Ganesh

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Alex Guattari

25 Jun 2008 10:00 AM

My problem on vostro 1510 keyboard is two key that not have action the key on the left of Z, and the key on the left of the ENTER key.

I suppose that has the same our problems.

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Dr Broughton

25 Jun 2008 09:51 AM

Well just got my 1510, and it has this fault.

Spoke to support (because they are not answering emails), and after 10 minutes at 5p/min I was told that they would contact an engineer who would be in touch.

Not too happy about the new layout either as I do not want to have a keyboard that does not work for me!!!!

What I want is my money back, including postage.  I can then start to look for new company laptops

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Farhan Chawla

25 Jun 2008 04:58 AM

Dear Dell representative

I've gotten my Dell Vostro 1310 as a gift and I've been emailing Dell to change my keyboard , the only problem is that I live in Pakistan , will you send a keyboard to me here , the problem is that this keyboard layout has dropped my typing speed to half , always typibg the next letter if i'm not careful  , kindly solve my dilenna

Regards

Farhan

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Dave Hayes

24 Jun 2008 10:03 AM

I ordered a new Vostro 1310 on June 13 2008, received it on about June 18, and it has the faulty keyboard, so Dell were still shipping on that date.

The computer touch-types okay if I shut my eyes (so presumeably it has the corrected BIOS). I'll just have to get used to the backslash key being on the right. I probably haven't used that key since 1998, and personally I'd rather have the larger left shift key anyway as I use it far more often.

Now, with the corrected BIOS in place, the only problem that I see is that a few plastic keycaps are in the wrong place. If another poster (Tony Fletcher) can pry them off and put them back on in the correct positions in just a few minutes without ripping into the system unit and risking mayhem, why isn't Dell pushing this fix for users?

The alternative of swapping out the entire keyboard is fraught with a swamped service team, irritating delays, costly engineering visits, an internal repair procedure that risks serious damage to the system no matter who performs it (see Karen Clough's posts), and possibly most of all, ruining Dell's reputation. Mistakes will happen (sometimes more than once), but why implement the worst solution to the problem?

 

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Karen Clough

24 Jun 2008 06:38 AM

I have been offered a brand new laptop, to replace the on the dell engineer has "damaged". It will be very, very interesting to see if I end up bback on this roller coaster by being sent a laptop with another non-standard keyboard !!!

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Roger

24 Jun 2008 05:17 AM

Dell may be "listening" but presumably choosing to ignore. Why are you still sending out faulty laptops with a known problem that would be simple to quality check? I received 2 of these yesterday.

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pp

24 Jun 2008 04:38 AM

i am so unhappy recieving the laptop on 18th June with the faulty keyboard. Make sure that the new vostro latops has got built in correct keyboard layout begining from the manufacturing factory. Don't change the keyboard in your assemble unit and then send the laptops. Dell be careful. You are losing a huge amount of customers.

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MAAM

23 Jun 2008 02:28 PM

thanks guys, I was just going to order 1510, then read those comments, I am saved, thank u all.

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kelly_curnow

23 Jun 2008 01:57 PM

I'm definitely listening and appreciate your comments. Please see my new blog post on this topic updating you on the situation:

http://direct2dell.com/smallbusiness/archive/2008/06/23/another-europe-vostro-keyboard-update.aspx

Thanks

Kelly

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Andrea Picucci

23 Jun 2008 01:08 PM

I received my Vostro 1510 on Saturday 21st June. It has the same keyboard problem as many. The Z key has been moved to below the S key and pressing the Z key brings up an X etc. Called Dell – they have to send out an engineer.

I cant believe how long this has been an issue, or how many people it has affected. It doesn't inspire confidence in Dells QA, does it?

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Mark Walker

23 Jun 2008 12:23 PM

Hi All

Just recieved my Vostro on the 20th June and I also seem to have the key problem. I am not at all impressed, this is a known problem and they are still shipping them.

 

Mark

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Vamsi

23 Jun 2008 11:33 AM

 today i have called 15 times but each one of them are responding to their wish and i can't bear this torture any more . Finally i have asked for refund of money and agreed to refund but again they mailed me back saying that they will just refund only base charge +VAT but not the shipment charges.

Does it mean that we need to bear this charge entirely for the fault which dell has done. It's totally ridiculous to handle such requests. It pains a lot to tocuh base with dell everyday.

Please handle the situation in such a way that the customer base is not lost at all.

Kelly Curnow!! Are you not listening to what we are saying or you don't want to solve this issue besides being a manager.

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G B

23 Jun 2008 09:40 AM

I cannot believe the inadequate level of customer service that I have experienced.

I received my faulty laptop last week (having ordered it on the 13th) and I have called customer services a number of times to no avail.

They have either offered me the option of waiting for the keyboard to be replaced on my brand new but faulty laptop – which is unacceptable as the product should have been fully operational from the start and I should not have to waste time chasing this issue / waiting for an engineer to arrive to replace the keyboard.

They also offered me a replacement but told me that this would take ten days and that they would not be able to accelerate this (i specifically purchased the laptop to use over the last two weeks!).

To top things off – no compensation is being offered for having to maake numerous phone calls and potentially waste a whole day waiting for an engineer to arrive.

I will never buy from Dell again the customer service is the worst.

Ajas Rehman totally fobbed me off by stating that if i wasnt happy with what was being offered then I should take a refund – this isnt the point and just illustrates the sub-standard nature of Dells customer service.

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john

23 Jun 2008 09:35 AM

Nice video and all, watched it for educational reasons. But I if was an affected a customer, I would be pretty mad if you asked me to do that on my brand new laptop.

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Tony Fletcher

23 Jun 2008 09:04 AM

I have just received a laptop for a customer that has this issue, I decided that it would be easier to just pick off the keys and move them along one place. The keys come off fine as long as you are gentle, the easiest way is just to pull gently on the top right or left hand corner of the key until it unclips then unclip the opposite corner, then do the same with the bottom two corners. They push back on with no problems. Took me about 3 minutes to do all the keys and I now have a laptop with all the right keys in the right places.

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Ganesh

23 Jun 2008 08:26 AM

I received the DELL Vostro 1510 on the 18th of June. I would have assumed from all these reports that the problem was fixed in the time since this was first noticed. It is more than a month, I'm sure.

Well, I've got it with the incorrect keys anyway. I called immediately and I was promised that someone will call and fix the problem within 48 hours. It is now four working days and nobody has even called me – leave aside FIXED the problem.

Would you believe "I've even paid extra for a next business day" warranty? I have made five subsequent phone calls after the first one and no one from DELL has called me yet even to fix an appointment to replace the keyboards.

I would like a compensation on the money that I have paid for the next business day warranty because clearly the warranty has been breached by DELL here.

I am hoping someone will at least reply to this with a sensible explanation.

-Ganesh

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Kieran Gohil

23 Jun 2008 06:25 AM

Can you confirm how long it is taking to get back to people with this issue. I sent an email 6 days ago and am yet to hear anything. thanks

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Phil Risdale

23 Jun 2008 04:01 AM

It's June 23rd and the problem has been known since April – so how come my new Vostro 1510 delivered today still has the keyboard problem?

I accept that occasionally problems will occur – it's how quickly they are solved and how customers are compensated that determines a quality supplier.

Need I say more?

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Karen Clough

22 Jun 2008 02:42 PM

Well, after my waste of time visit on Friday, the engineer has either disconnected or damaged the fan as the machine is now overheating and switching off, I am livid !!!!

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Charles Mullan

22 Jun 2008 06:35 AM

F.T.A.O. Kelly Curnow, Small Business Community Manager

Kelly,

Customers do not have only two options they have a third option which they can exercise which is to return the defective goods to you at your expense and receive a full refund for those faulty goods.

I believe Dell should also offer a fourth option to customers where you will provide a replacement keyboard with the standard UK laptop keyboard i.e. with the small Left Shift key as features on the Vostro 1500 which I am currently typing this on.

In my opinion that that is actually the correct solution for Dell to provide unfortunately for Dell that will cost you a substantial amount of money but it is the right thing to do.

I look forward to reading a positive response to my comment

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Dave B

21 Jun 2008 08:16 AM

RE: "Dudes, they're fixing the problem…

Why should you be compensated, they're a stand-up organization that have left the most honest response I've ever seen.  Any why do all mistakes need to be malicious attempts at screwing over the customer?"

 

Honest???

 

They've known about this for a month or more and 6 days ago they accepted an order and payment for a Vostro 1510 which has arrived with the same problem! How can you call that honest?

They'll be branching in to back-street second-hand car sales next, because that's where you'd expect to find this sort of behaviour, not from a high profile multinational. They should be ashamed.

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Kev

21 Jun 2008 06:54 AM

And still they are sending out known faulty items that are "unfit for purpose of which it was intended"

i will be in need of a refund or suitable replacement

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Ricky

20 Jun 2008 09:44 PM

Hi,

Yeap looks like this has happened to me aswell. I received a Vostro 1510 today and it came with the OLD keyboard layout but the NEW bios. So basically the keys on the lower row don't correspond to the actual lettering. I think this is worse than the initial problem, its very confusing and hard to use.

This is really an incovenience, I called tech support today and was only directed to the email address stated above. I ve sent the email and have yet to receive a reply. I have NBD warranty so I expected at least some sort of reply on the same day and arrangements for the keyboards to be sorted on Monday. I wouldn't say this is too much to ask for since this is a problem that should not exist anymore!

It's all great admitting your mistakes and apologising, but its no good if you don't learn from them. It has been more than a month yet you still sent out the old keyboards to your customers. I really didnt expect this from Dell, how did so many of these laptops pass your quality control?

I hope that you would look into this matter since many of us are very disappointed at how you have handled this issue.

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Ian

20 Jun 2008 06:50 PM

I've been lucky enough to get a keyboard with the letters in the correct place, but on this the backslash (\) key is in the wrong place, and this is a complete pain for IT folk that use that key all the time. As a touch typist I keep hitting the over-large shift key. On a UK keyboard the left shift key should be pretty small, so that backslash fits between shift and Z; it's even defined in BS (British Standard) 4822 so I don't know how Dell have managed to muck this up. What options do I have when the backslash key is still in the wrong place? Why aren't Dell fixing this properly with a keyboard where the shift key is the right width so that the backslash can be where it is on every other UK desktop and laptop keyboard?

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kelly_curnow

20 Jun 2008 04:09 PM

@ToNy – thanks for your comments.  We do indeed have a global taskforce in place. 

Customers have two options: we can send the keyboard and required BIOS update directly to them, or they can choose to have a field technician replace the keyboard onsite.

And you are correct – these type of mistakes should not occur.  We are reviewing our processes to avoid mistakes like this in the future. 

Again, we apologize. 

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ToNy

20 Jun 2008 01:07 PM

Guys!! even i have received the laptop with same keyboard.Dell !! are you sleeping or have you taken any such kind of steps. If a problem is reported then it needs to be addressed properly.

You are loosing your customer base and also loosing trust.Atleast set a task force to deal these issues as soon as possible by giving different options to users.The best option would be to replace a laptop no tom *** and harry in this world will be interested to take a laptop which is faulty.

One more thing is every piece of laptop is custom built and hence some sort of testing has to be done before its shipped.Please make sure such of kind of erros wont occur in future.

 

 

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kelly_curnow

20 Jun 2008 11:47 AM

I apologize.  I've escalated the comments above that received the wrong keyboard to our teams in Europe.  If you have not been contacted today, you will be contacted Monday at the email address you provided when you posted your comment. 

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Karen Clough

20 Jun 2008 10:32 AM

Just had my second engineer visit, supposedly to replace motherboard and keyboard and guess what ……………. they send out the engineer WITHOUT a keyboard !!!!

Let's see what visit number 3 brings, I am really annoyed now …….. as well as having a keyboard that is driving me nuts, I have wasted two days off !!!!

 

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Vamsi

20 Jun 2008 07:58 AM

I have posted yesterday and they have not allowed my entry it seems that dell want's to hide something from customers.

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Mike Coates

20 Jun 2008 07:58 AM

Ditto on the keyboard problem, and the fact that they have set up a department to deal with the problem indicates how many must be affected.

For the moment, I've setup a keyboard layout that matches what is printed on the keys (ok for two fingered typists and at least makes the machine usable until the Dell engineer turns up to move the key caps along one)

http://www.arcades.plus.com/Files/UKDELL_i386.msi

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Alex

20 Jun 2008 06:46 AM

It's June 20th. I just received my new Vostro 1510 and the bottom row of keys is the same as Greg's above – all shifted by one. I'm really annoyed. I agree with Greg – where is the quality control on these machines – why not just check them before shipping out? What is Dell going to do to compensate customers?

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Alan Swain

20 Jun 2008 06:29 AM

I've just received a Vostro 1510 with the keyboard problem and they have offered to replace keyboard.  But the new keyboard will still be a problem for touch typists. So I've requested full refund which has been agreed & they'll collect the machine in a few days.

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Chris

20 Jun 2008 03:33 AM

Whats worse than recieving 1 Dell 1510 with the WRONG keyboard.  Thats right recieving 10 of them as a business client of Dell.  Spoke to our business rep and apparently its not their problem, have emailed the address as listed on this webpage and still no response.  This is a joke.

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Steve

20 Jun 2008 02:45 AM

I have just received my 1310 with XP installed as I requested and I have the same problem as Greg.

I placed my order on the 3rd June and it arrived on the 19th, a long wait to have a faulty laptop delivered, when I contacted the telephone help line I was informed that they couldnt help me as they were at lunch!!

Is this the way that a multi-national company should operate?

I have specified and used many Dells in the past with no problem, but I am very dissapointed that when coming upon a problem the response and service is so poor.

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Vamsi

19 Jun 2008 04:41 PM

I have the same problem which is reported here.Dell please don't cheat the customers like this.If you know that this problem exists then why are u not stopping  the delivey for such laptops. It means that by anymeans you want to sell the laptops and customers have to bear the cost for all the design flaws.It's a shame to do that .

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jo p

19 Jun 2008 01:32 PM

received 1510 today-needed it for business. kept delaying delivery/finally arrived with dodgy keyboard. Am livid-tried to get through to customer service kept on the phone for 70 minutes. disgusted they knew about problem months ago and are still shipping faulty goods not fit for purpose. Disgusting customer service all round have demanded refund.

 

 

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Ash

19 Jun 2008 08:47 AM

I am not at all satisfied with this kind of service provided by DELL.I even didnt expect such thing from them, they know the issue and they are selling this faulty product…dats why the product comes in a cheap compare to otherss………….

 

 

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Mark R

19 Jun 2008 07:35 AM

Ditto to the above.

Very slack indeed.

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Greg

19 Jun 2008 05:14 AM

I've received a Vostro 1310 today.  It's got the faulty keyboard layout and, as with Tiggert's 1510 above, when you press z, you get an x, when you press x, you get a c and so on.  How on earth can you still be shipping these, more than a month on?  Just open all the boxes and check the machines.

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Steve F

18 Jun 2008 03:59 PM

I cant believe Dell have known about this problem since April and yet sent me a Vospro 1510 with the key board problem yesterday. I ordered it on Monday 16th June, they said delivery date was 25th June and yet 1 day after placing order it was despatched and I recieved it today, it looks second hand and it has the problem with the key board, I have phoned and emailed all the right departments and had no reply. I don't want it repaired, I want it replaced or my money back, I really an fuming, so much so that I got in touch with Watchdog at the BBC here in the UK.

Dell, be warned, if you want some really bad publicity, they are happy to take the case up, either replace it or refund my money.

never again will I recommend a Dell or buy one,

Steve F

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Bryan

18 Jun 2008 03:43 PM

June 18th and they're still shipping with a keyboard that doesn't type correctly.  This is a disgrace DELL – you've known for ages.  I'd call that cynical.  Badly done.

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Tiggert

17 Jun 2008 05:29 PM

I've just received a Vostro 1510 today and it has this faulty keyboard layout! The laptop actually thinks it has the revised version so what you type is not what's written on the keys you press. How come they are still shipping these out after the problem was noted over a month ago?! I want a normal UK keyboard like I have on my Latitude D610 that I'm typing from at the moment. I don't like the idea of the revised keyboard with the backslash on the right hand side. Come on Dell, sort it out please!

 

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Chunyang Xia

11 Jun 2008 02:27 PM

I tried to change the keyboard, but during the process, I broke the FPB connector for the keyboard.  It is the connector on the DIMM A plastic moduel.  I cannot find the part for it !!!  Help!!!

The dell laptop is build so flimsy.  I have worked on Lenovo and Sony laptop, never able to break anything like that so easy.  Why did they have this middle connector any way?  The keyboard should connect directly to the motherboard, not to some intermediated flimsy connector!!!

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Karen Clough

06 Jun 2008 08:59 AM

 Engineer has been today, but have stuck with old keyboard for now !!!

As above, he just had the instruction to replace keyboard, no knowledge of this problem.

He changed the keyboard, but when he tried it the letters were out of sync when he typed. He ran the software to correct this and got an error. He then spoke to Dell who told him that my motherboard would need to be replaced, something to do with the BIOS settings??!!!

No chance ……… I'll stick with the annoying keyboard for now !!!

 

 

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paul spencer

06 Jun 2008 02:49 AM

No call for me re their promise to call/repair within 15 working days. Fed up, i emailed them – engineer organised and came promptly. I could of done it myself (have stripped laptops, all dell in last company) but why should i as its my own? And if i damage it, it could invalidate the warranty!!

Engineers sheet said "replace keyboard" – thats it. He didnt know about the keyboard issue (his company were subcontractors tbf). He also didnt have the right dell discs, 1300, 1500, 1700 only. So So he tried the chipset/bios from the 1500 (came up with a tick on the dell utility) – which caused the network to fail. Luckily i was at work and we downloaded both the bios and the latest chipset/network driver. All working after 1 1/2 hours! It has also solved my keyboard responsiveness issue

Not really happy – as above, the blue fn enabled home/end is a pain for surfing. So is the \ moving as i use a Dell 1530 XPS lappy at work with the correct layout.

Dells lack of comments on here speaks volumes….

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Ian

05 Jun 2008 08:08 AM

Why do laptop manufacturers feel the need to mess with keyboard layouts?

I like big 'f' and 'esc' keys, because the half-height ones make it hard  to hit the key.  Laptop keyboards already irritate me because they've been made extra-small.

I like home and end keys, because they're useful when browsing the web.  Sticking them onto a 'Fn' key halps shave 10p off of the price of the keyboard by saving on two switches, but it doesn't do me as a consumer any good.

And not satisfied with that, we're now moving on to sabotage the \ key for UK users?

All right, a good keyboard isn't the only reason I buy a laptop, but a bad keyboard is a pretty strong turn-off.  Dell, you could gain yourself a small but loyal following by *not* making keyboards ever smaller and weirder, and giving back that half-a-row's worth of height that you shaved off of the top…

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Charlie

04 Jun 2008 02:21 PM

I'm in the same boat as Ben. I got my email, no call, no keyboard and I'm not happy. What have I done? I was in my local supermarket and checked out fourteen laptops including one from Dell and they all had normal UK layout keyboards.

Come on Dell, this is the first laptop I have bought from you, don't make it the last.

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Ben

04 Jun 2008 10:32 AM

I thought it was faintly amusing when I first received my email from Dell and was surprised by their honesty. One month on it has turned into the typical Dell shambles. No call, no keyboard, broken promises. I have had to revert to my four year old Toshiba in the interim. No sign of a solution in the near future.

 

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Adam

03 Jun 2008 12:49 PM

Just as a quick note to anyone thinking of installing their own keyboard, I've just installed the keyboard on my son's 1510, and it took all of about 10 minutes, including flashing the BIOS.  Pretty straight forward.  The only slight problem was that the BIOS CD gave a warning when I booted from it (something to do with "if a certain driver isn't installed everything might go pear-shaped").  When I selected the option to read the help file, it said "file not found", and then continued with the BIOS flash.  I was a little worried while I waited for the BIOS to flash (not helped by the fact the laptop bleeps a lot while doing it!), but once it flahsed, it automatically rebooted, and everything appears fine (most importantly of course, the keyboard mapping is now fine – Before I did the BIOS flash the bottom row of letters on the new keyboard were mapped incorrectly).

Overall,  I'm still happy with Dell and thank them for their quick action with this problem.  We have 3 Dell laptops and 3 Dell desktops, and I'll certainly still be buying Dells in the future – More so maybe because I've been pleased with the way they've handled this.  Mistakes sometimes happen, what's important is how you rectify them.

 

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Dave Alan Caruana

03 Jun 2008 07:00 AM

I received the replacement keyboard for my 1310 – exactly the same as the faulty one it was meant to replace – so pretty useless!

 I have since sent numerous emails to the emea email address, all of which go unanswered.

 What should I do next ?

 Dell's 'award winning customer service' is proving pretty useless!

 

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Minnesaenger

01 Jun 2008 11:36 AM

I have the same problem with the Hungarian layout! I have purchased last week a 1310 for my technical translations and after some days I returned to my desktop, just because it was strange to use. Now I know it is due to a faulty design.

Also very disturbing: the Home and the End keys have no direct access but only with the Fn button.

Please advise if there is/there will be a new Hungarian layout?
 

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A

27 May 2008 06:23 AM

I arranged for an engineer to go to mother-in-laws home (Dell unable to attend on a Saturday) to replace keyboard as I was also concerned about what would happen if I damaged it.

 

No engineer turned up, no phone call, no apology for failing to attend.  In fact, no contact has been made since!  Hope Dell read this and rectify the situation quickly.

 

I am not a touch typist but it really does make a difference…..never had to use the delete button as much!! 

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Satnam

26 May 2008 08:11 AM

So Dell knew about this on or before Thu. May. 08, 2008 . My Vostro arrived Thurs 22 May complete with the bodged keyboard 

Why are still shipping these faulty items 2 weeks down the line ?

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Andrew D

20 May 2008 07:23 PM

I'm glad that Dell are fixing this issue but the fix won't be suitable for me, and I'm guess a number of other touch typists.

As a number of people have mentioned here, the '\' key is on the left of the 'z' key on the vast majority of keyboard in the UK. Yes, you can find some alternative designs, but this is not a desirable thing. If you're a touch typist (like myself) you're unlikely to buy such a laptop. When every desktop keyboard you use has the '\' key on the left, it's very frustrating to adjust your typing for one laptop. I have an Acer laptop with the '\' key on the right, and for four years it's annoyed me every time I used it.

Kerry, with reference to the examples of UK suppliers using alternative keyboard layout, I think you'll find that images are not representative of the product inside the box. Many manufacturers, including Dell, use only one set of photos for different regional markets. The Vostro 1310 UK layout (either the faulty one or the replacement) cannot be found anywhere on the Dell site. Even the tech support manual shows a different layout.

I specifically checked that the Vostro 1310 had a normal UK keyboard before I bought it. If there is no solution that restores the 1310 to a normal UK keyboard then I'll be asking for my money back as the original product is faulty and the replacement does not reflect the advertised product.

I really want this issue fixed as I'm otherwise very happy with the 1310 but I can't use the proposed replacement keyboard.
 

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kerry_bridge

15 May 2008 09:32 AM

Hi – Bill answered a few of the questions that are coming in here. http://direct2dell.com/smallbusiness/archive/2008/05/14/europe-vostro-keyboard-update.aspx

KerryatDell

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Guillaume

15 May 2008 07:59 AM

As far as I'm concerned I'm quite satisfied with Dell's action to replace my keyboard.

I'm sure there are some less reliable companies out there that would not even have bothered replacing the keyboard, and others may have taken a longer time to replace it, or would have forced the user to send the laptop back for a replacement, letting him with nothing while making the fix.

 

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Kevin (UK)

14 May 2008 10:19 AM

This is very poor, I spoke to dell customer services the day after it arrived who then told me no refund was possible and to wait contact from them, I would then be given 3 options, replace, engineer to fit new keyboard or new keyboard and fit myself.

 Then i got an e-mail saying about the mistake and that in 15 days somone would be in contact to arrange sorting it and that if i didnt want to wait that long I should conact e-mail address, which i did saying i didnt feel confident changing the keyboard myself and would they please arrange this to be done asap no in 15 days.

 

Waited 2 days and got e-mail back saying yes no problem they will be in contact in the next 15 days to arrange.

 

Still no contact and if they have not been in contact by tomorrow im going to speak to trading standards, as far as im concerned it was delivered faulty as its certainly not usable by somone that touch types.I dont want a bodged laptop and have already ordered the older model as a replacment, if they dont replace or refund then i will have no choice but to look at taking things further

 

Really going to look for an alternative supplier after this is resolved.
 

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Jack O'Regan

13 May 2008 02:03 PM

This IS poor show. Don't pat Dell on the back for fixing the problem … thats what their supposed to do. This shouldn't have happened in the first place !!! It makes me wonder did anyone actually look at these laptops ? And if they did … did they try typing something ? Seems like a pretty simple test to me. Do the guys testing this stuff not touch type ? oh dear …. I'm getting depressed. I myself work in IT and I'm well capable of replacing the keyboard or re-mapping the current one, but you know what ? I'm not going to. I don't care how long it takes I'm going to be on the phone and email everyday. This is Dell's fault they can fix it and I encourage everyone to request a field technician to do it. Can't wait for my call from Dell. I hope it is clear to dell that this is not a small problem, after only a few attempts this computer becomes too frustrating to use. Dell should give the keyboards they take from users and give them to the people responsible for this disaster… or beat them with them …

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Chris Pope

12 May 2008 03:23 PM

Thought I'd add my 10 pence to the discussion…

Over the past 10 years I've had umpteen laptops, each with a different keyboard layout to the rest.  The XPSM1330 I'm using has one that's different to my old Inspiron 2500, which was different to my Toshiba Portege 7000, which was different to my  Compaq LTE Lite, so I don't know where this 'standard laptop keyboard layout' has come from!  At work We have all sorts of machines from Compaq/HP, Dell and Toshiba, and by and large, the backslash moves around more often than an indecisive bluebottle.

For years, Toshiba hid the backslash  next to the space bar – and which side of the space bar changed from model to model!  Surprisingly, though, after a while, thats where you expect to find it! 

Desktop keyboards aren't immune to reorganisation or the keys either – has anyone compared a recent Microsoft keyboard to the 'standard' IBM Model M 102/101 key layout?

I will concede that the double size Shift with a backslash next to it would be difficult to use, but:

  • It's a laptop, it's bound to be different to 'the norm' in some way
  • Dell have kindly issued a FOC (Free of Charge) replacement, advice on how to change it if you're brave, or they'll fix it for you if you aren't.

Other companies would charge you for a new keyboard, or try an aportion blame elsewhere – Dell admitted they made a mistake and are trying to make amends.  More importantly, they LISTENED TO A CUSTOMER who said that their product had a flaw, something quite rare in this day and age.

And, if you're going to go to the trouble of remapping the keys in software, and/or painting new symbols on them, or otherwise rejecting the help Dell have offered, please don't complain about not receiving a service that you have refused.

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Simon (UK)

12 May 2008 05:59 AM

Why are you sending out new keyboards? The only change is the |\ key being moved to the RH side, and the Z-? keys being moved one place to the left. Why not just send out a key removal/insertion tool, and the software CD? Surely this would be safer/easier than replacing the whole keyboard.

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Janet Moore

12 May 2008 05:18 AM

I have just received my email telling me how to change the keyboard etc.  I only got my Laptop last week!!  My Primary concerns are the same as Damien Poland.  And whilst yes Richard, and others who have brought up this issue 'this was a mistake and not malicious',  Dell is a multi million £/$ organisation that has quality control (or not apparently) and they are paid NOT to make mistakes.  They have all of our £500/£600-$1000/$1200 but in the meanwhile masses of people are inconvenienced and expected to do Dell's maintenance for them, under threat of do it or wait inevitably for Dell's first come first served basis offer of an engineer.  Not a very gracious offer given this is their fault. 

But that diatribe over, again, Like Damien I am most worried about the affects on warranty and accidental damage during my own efforts to do the swap!

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Bryan

11 May 2008 02:40 AM

My Dell Vostro 1510 is still in pre-production since I ordered it two weeks ago, will it now be sent out with the correct keyboard?

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kevin

10 May 2008 06:10 PM

I was offered a refund by Dell Tech Support and given a date for a pickup of the unit. But no one turned up on the agreed date to pick it up. Are refunds still on offer.  Not impressed.

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Adam Jacobs

10 May 2008 05:17 PM

I seriously think some sort of "sorry" gift is not out of the question here… My Dell laptop is just sitting there untouched because I can't type on it… what a monumental failure. 

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Damian Poland

10 May 2008 03:29 PM

Be clear about it – the keyboard layout being suggested is absolutely non-standard for the UK market. It is simply an expedient and cost effective way for Dell to get out the the foul-up it has made. I checked 14 laptops on sale today in a major retailer from manufacturers like HP/Compaq, Toshiba, Acer, Samsung etc… All used exactly the same layout (with the ""\" beside a smaller Left Shift), as does my current Dell Latitude D620!

 

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Claudia

10 May 2008 09:38 AM

 I've received a vostro 1510 with spanish keyboard(im spanish) last Thursday and there is the same problem…but the key on the left of "Z" is "<>" . But its the same, z,x,c,v… are one place on the right.

I called dell on Friday (next day) but im waiting they contact me to solve the problem. Although I suposse that this solution is for spanish users too, or not? 

Otherwise ill call dell on monday again.

Sorry about my english… 😛 

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Stuart

10 May 2008 06:19 AM

Oops! Lets fix the problem by creating another!\\\ 

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ros

10 May 2008 05:07 AM

A small error!!!   Not if you touch type it isn't.  It "is not a workable layout" the man said.   And what's this nonsense about sending a video to show me how to install a new keyboard.  I don't know anything about the inside of a computer.  If I bought a new car and the clutch was faulty they wouldn't send me a new one and a video showing me how to install it.  And where are these "field technicians" coming from?  What if I bought a Dell because there are no local alternatives? 

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Matthew

10 May 2008 02:22 AM

I touch type and don't need to view the letters on the key board,   While waiting for new keyboard – is there a way to manually update the BIOS – or is there a download? I can then start getting some use out of this new computer.

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David S.

09 May 2008 07:07 PM

But now the keyboard is not UK standard layout. UK standard layout (BS 4822) requires the [\|] key be next to the left hand side [shift] key, not the right hand side [shift] key. Touch typists used to UK standard layout are still in trouble when they need to use the [\|] keys. While better than having every key on the bottom row in the wrong position it's still not correct and will still cause problems. Just because some other manufacturers are  breaking the standard is no excuse for Dell to join the club.

I'm not defending the odd UK layout (the double-row [return] key that pushes the [\|] key onto the bottom row in the first place is the underlying problem of course), but it is the standard they use and Dell should be providing keyboards that comply with it.
 

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jd

09 May 2008 06:54 PM

Why do you say EU keyboard, this is a UK keyboard in the EU if we want to use an english keyboard layout, we use the US international layout, UK is just the island next to the EU 🙂

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saud

09 May 2008 02:48 PM

i have the same problem in my inspiron 6400

 can you change the keyboard ?

 

i am in saudi arabia

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Richard

09 May 2008 01:45 PM

why would you be compensated for a small error?  Dell is human like the rest of us and mistakes can happen.  Differrent manufacturers place the backslash key in different places so this is no error, its the manufacturers choice.

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Damian Poland

09 May 2008 12:59 PM

Obviously this is the simplest solution for Dell – not the best for the customer (i.e. being left with a completely non standard keyboard layout). 

Many questions –

What happens if a user undertakes this change and screws it up (e.g. cracks or marks the case, breaks keyboard connectors etc…) Do Dell undertake to replace the laptop in these circumstances?

What impact is there to the warranty – is this extended to cover the time that the laptop is not usable.

 What compensation will Dell be providing to users for:-

a) the time they do not have use of the laptop

b) fitting the keyboard

c) most importantly – being left with a laptop with a completely non-standard keyboard layout.

d) what has happened to Dell's Quality Control process?

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Kenan

09 May 2008 12:45 PM

I hope you guys realise that all they are doing is sending out the same keyboard, remapped and just moving the keys to the left.

 

I have done this manually and software remapped the keys. It is horrible. Look at the V and B in the "new layout", yes it WILL look exactly like that. Failure. 

 

Dell be professional about this. Send out NEW keyboards and do them right. 

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Annie McEnery

09 May 2008 12:18 PM

 Well, that is a relief, I thought it was just me and a smaller keyboard. And lots of senior moments!

A nice little mouse as a present would go down nicely… 

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kerry_bridge

09 May 2008 07:30 AM

Hi Jake… to answer to your question. A keyboard design with a wider shift key on the left is one that several manufacturers use – see here images from Fujitsu-Siemens, Compaq/HPToshiba and Acer systems. You're right that we were able to go with this replacement design at short notice, other options would have taken several weeks to action. Enabling customers to touch type was the primary concern. 

Best regards, KerryatDell

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Alex Whiteside

09 May 2008 05:56 AM

While most UK laptop keyboards have 1:

[shift][\][lettttttters][/][–shift—]

some Acer laptops use 2:

[–shift—][lettttttters][\][/][shift]

So what went wrong was that Dell used the latter physical keys, with the labels off the former, giving 3:

[–shift—][\][lettttttters][/][shift]
 

 It looks like they always planned to use 2 but that something went wrong along the way. Now it's fixed. How it managed to get that far without somebody noticing is a mystery, but it's good that they're offering on-site repair.

It's about time that some sort of standard appeared for these things!

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Jake Gordon

09 May 2008 01:45 AM

This is fantastic that you're working on this so quickly and I applaud your response to this.

But you've gone and kept the large left shift key and moved the \| key to the right of the row, rather than making the left shift key smaller… why?

You mention it appearing on more systems here… I will have to take your word for that, but all 6 keyboards I can see in front of me right now have a small left shift key and the \| key to the left of the z. Why reinvent the wheel? If there's a good ergonomic reason for this choice then that's great, but I can just sense that I'm going to fit this new keyboard into my laptop and be (a lot less, but still a little) frustrated with it.

 Here's the logic for why the |\ should be on the left not the right:

  • Look at where a touch typists fingers little fingers sit
  • Note the distance the little fingers have to travel to reach a shift key
  • when we have a small left shift, the 'A' is only half a regular sized key away from the shift key. A nice small distance to travel
  • again with the small left left key, the big left shift key is only half a regular sized key from the colon/semi-colon on which the right little finger sits.
  • however, if you apply the layout you suggest, the left shift key is under half the right shift key
  • … but the left shift key is now one and a half keys away from the semi-colon. The right little finger has a long distance to travel, making reaching for it take longer and be more of a pain.

So there's a very convincing argument to go for the standard UK layout with small left shift and \| on the left. What's the convincing counter argument that lead you to your chosen design?

I'm presuming that what you've applied here is the cost-effective quick-fix and that there is no other argument for your choice. I can completely understand this choice given the circumstances, but I don't think its going to work for me I'm afraid.

Jake.

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kerry_bridge

09 May 2008 08:19 AM

Hi Jake… to answer to your question. A keyboard design with a wider shift key on the left is one that several manufacturers use – see here images from Fujitsu-Siemens, Compaq/HPToshiba and Acer systems. You're right that we were able to go with this replacement design at short notice, other options would have taken several weeks to action. Enabling customers to touch type was the primary concern. 

Best regards, KerryatDell

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J-2

08 May 2008 11:05 PM

 Jorge, please read the post more carefully.

 As Bill stated, "the backslash key was placed in its normal spot, immediately right of the Shift key." You imply that Dell has used shoddy parts, but have failed to think through the matter or even read the posting correctly.

 Yes, the shift keys are the same size, because Dell manufactured the keyboard with an "oversized" (for UK standards) left-shift key. They cannot simply send out a smaller version of the left-shift key, because there would be no additional slot for the backslash key to go into. To prevent having to replace the entire keyboard hardware/chassis, which allows users to complete the fix themselves, Dell has decided to simply move the backslash to the other end of the row. Sure, it will at first be awkward for UK touch typists, but for whatever reason, most laptop manufacturers seem to place one or two keys "out of place" anyhow. It seems to me that this is now kind of a non-issue.

 So yes, that really is their story. And yes, it is the truth. The backslash key is not  in the wrong position for the market that this model is being sold in, the shift key was simply too large. Next time, please employ logic before making accusatory posts.
 

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Dave

08 May 2008 10:31 PM

Dudes, they're fixing the problem…

Why should you be compensated, they're a stand-up organization that have left the most honest response I've ever seen.  Any why do all mistakes need to be malicious attempts at screwing over the customer?

 Cheers Dell, for the win.  I'm going to continue to use your products.

 D

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Lionel_Menchaca

08 May 2008 10:31 PM

Jorge: True. The left Shift key is the same size as on the right. Some UK keyboards have a left Shift key that's about half as wide as the right Shift. That's what Bill's talking about.

Take a look at this keyboard layout to see what I mean.

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Jorge

08 May 2008 08:36 PM

"we chose to chose to use a larger left-shift key"

Really? Is that your story?

Take a look at the pictures. It sure looks like the left shift key is the same size in both pics. Perhaps the real problem is that the back-slash key is in wrong position. I'm guessing you got an amazing deal on these keyboards but nobody noticed what was wrong until the units had shipped.

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Peter McDonald

08 May 2008 11:10 AM

Do you intend to provide any kind of compensation to affected users beside replacing the keyboard, considering you sent out a faulty product to them (me included).

Cheers

 

Peter McDonald

 

 

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