Background :
On January 31, 2010, Intel has revealed a design issue on the Couger Point chipset that supports the new second-generation Sandy Bridge Intel Core Processors.
As part of the design issue, the Serial-ATA (SATA) ports within the chipsets may degrade over time, potentially impacting the performance or functionality of SATA-linked devices such as hard disk drives and DVD-drives.
Affected system models shipped with defective chipset :
XPS 8300
Vostro 460
Alienware Aurora R3
Alienware M17x R3
What is Happening :
Customers with affected system model may contact Dell to seek assistance.
For more information and FAQ's see,
Important Customer Announcement - By Intel
Direct to Dell portal
Dell Support Article ID : 389728
KCS ID 389724 - "Dell Platforms Impacted By The Intel Stop Ship Of The Sandy Bridge Chipset"
Figure 1
Resolution Experts Information and Action :
Resolution Experts should inform customers that Dell continues to partner with Intel around this industry wide issue and is currently working out the details on how to fully resolve this issue. As more information is available either internally from Dell or externally from Intel, it will be released.
They can further refer customers to Intel portal to verify if their system has the degraded chipset.
For customers who have placed their order for the impacted systems, however order has not been shipped yet, inform them :
That these orders have been put on hold and they will not be charged for it.
Dell will notify them and provide them the option to cancel the order or keep the order open, to be fulfilled once new production material is available.
On scenarios when the impacted system has been shipped but customer has still not received the delivery, inform them :
That they may refuse the receipt of the shipment and return the system back to Dell.
Dell will notify them and provide them the option to cancel the order or keep the order open, to be fulfilled once new production material is available.
For customers who have received affected system model, inform them :
They can contact Dell within the applicable return period and arrange for a full refund and return shipment of the product.
For refunds for US customers, transfer the calls to “Sales Return Specialist” Queue (Refer Figure 1). For other regions, transfer the calls to CARE.
If they choose to keep the affected system and use it, Dell will contact them to replace their motherboard
once new production material is available from Intel in April 2011.
Resolution Experts can also offer System Exchange of the Customer’s choice (however configuration will be limited to Customer’s original Purchase price).
Note- CSG/ ESQ Resolution Experts should also follow the above steps, however in case of System Exchange, they should transfer the customer to respective queue (XPS/Alienware).
Originally Posted by archt_vin
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