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

"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.

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.

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

 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.
 

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.

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/HP, Toshiba 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

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!

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/HP, Toshiba 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

 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... 

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. 

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?

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.

i have the same problem in my inspiron 6400

 can you change the keyboard ?

i am in saudi arabia

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 :-)

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.
 

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? 

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

 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... :P 

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!

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. 

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.

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?

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!

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.

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.

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 ...

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.
 

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.

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

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.
 

I dont consider myself a touch typist but you quickly realise what a royal pain in the ar5e it is.

On a seperate note, is anyone else having a issue with the response of the keys? When i type, i am finding i have to keep goibg back to add letters/spaces that even though i have hit the key, didnt respond. The space bar is worst

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 ?

I'm a touch typist and I'd like to congratulate those manufacturers who have moved to a larger (i.e. what would be considered standard in the US) left Shift key on UK keyboard layouts. The tiny left Shift is a royal pain since you have to stretch your little finger some distance from its home position on the A key to find it and I've ended up training myself to only use the right Shift key for all my, er, shifting. Well done Dell for having the right idea (just a shame about c***ing up the implementation), now if only Apple would follow suit!

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?
 

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!


 

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.

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.

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.

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...

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....

 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 !!!

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!!!

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!

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.

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

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.

Ditto to the above.

Very slack indeed.

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.............

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.

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 .

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.

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.

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.

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?

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

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

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 !!!!

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. 

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 dick 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.

@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. 

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?

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.

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

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.

Received Vostro 1510 all keys on \zcv row produce character displaced one to right of key pressed what is the fix for this.

An immediate response is required otherwise printer and Laptop will both be returned for full refund.

Mobile 07770 703301

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

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 !!!!

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?

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

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

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.

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.

 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.

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

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?

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

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

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.

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.

I received my Vostro 1510 on Wednesday 11th 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.

But Dell has identified the issue on May 8th and they are not intending to stop out the Flawed ones..and even when i checked it with Dell Support they didnt bring to my notice that it is an existing flaw.The Support they were providing when i called for the past three days seems to be ridiculous,with each support guy answering at thier own wish.. 

Needed a immediate replacement for the existing one,already my tasks have been in a halt,because of this ridiculouos fault from dell.

Muthu

07534667108

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 !!!

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?

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

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

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.

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

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.

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!