Dude, your Dell is on fire

Although we enjoy ogling mangled electronics as much as the next person, if you should ever find yourself at a conference with us and someone's laptop happens to burst into flames, we kindly request that you seek out a fire extinguisher before reaching for your cameraphone.

[Thanks to everyone who sent this in]

[Steve @ Jun 23rd 2006 6:42PM]

Gotta agree with Tracy L here, as I too am burdened with having to support Dell equipment as part of my job. Figure 50 laptops and over a hundred assorted desktops plus a server room of around 30 machines. In the last six months I've had at least five laptops in need of replacment motherboards, another three with screen failures, one DOA (not obviously abused in transit), four desktops all in need of repair under warranty and several server issues, usually with power supplies. Funny thing is, all these issues occured on hardware less than two years old. The stuff that dates back to Noah (i.e. around 1999 / 2000) keeps on grinding away no matter what gets thrown at them, it's just the modern kit that's utterly awful. And as for Dell tech support, the less said the better. Put it this way, when I call to report a blow power supply that let all the magic smoke out while I was in the frickin' room I do NOT expect the monkey on the phone to go through the "is it plugged in, is the cable working, have you checked everything is plugged in properly" script.

All of the above is why we're currently shopping around for another supplier. Heck, at this point I'd almost be willing to shift to building them ourselves (and getting the cheapest possible laptops), at least that way we can just swap out the bits that blow up there and then.

[eNoc @ Jun 23rd 2006 6:56PM]

I'M SURPRISED NO ONE HAS MENTIONED THIS YET BUT.... GIVEN THE HYPER-SENSITIVITY TO POTENTIAL TERRORIST ACTS IN THIS POST-911 WORLD, WILL G DUB'S HOMELAND SECURITY GOONS TAKE ONE LOOK AT THIS AND PUT A MORATORIUM ON CARRYING YOUR LAPTOP ON PLANES???????

[captain fitz @ Jun 23rd 2006 10:12PM]

corporate sabotage?

[Amy Hikari @ Jun 25th 2006 11:01PM]

Yet another reason for me to think about replacing the battery in my laptop. The thing runs hot enough with its current battery to give me third-degree burns as it is...

[Michael B. @ Jun 27th 2006 4:02PM]

Engadget Readers:

Earlier this month, a Dell notebook was involved in an incident at a business meeting in Osaka, Japan. Dell continues to investigate this incident. Our investigation so far has not indicated any broader trend, but we have concluded that this incident involved a fault in a battery cell. As always, Dell is fully committed to product quality and safety.

Sincerely,

Michael B.
Dell Customer Advocate
[e-mail]

[James @ Jun 28th 2006 4:34AM]

"Yet another reason not to purchase the fat, boring, cheap, and ugly computers Dell makes.

What an uninspiring brand."

You materialistic consumerist fool. I suppose you'd rather have an MacBook just because they look better.

[delllllllllllllllfromhellllllllllllllll @ Jun 28th 2006 9:50AM]

In case, here's the source:

http://www.theinquirer.net/?article=32550

[Curtis Bayne @ Jun 29th 2006 12:28PM]

Now, this is why I bought a PowerBook.

[angrman @ Jun 29th 2006 12:39PM]

You can't get after market batteries for newer laptops from Dell because they are keyed, everything on a Dell is keyed.
Depending on the model this is highly likely due to battery recalls, power cord issues, thermal issues, and power supply issues in laptops in the comsumer segment since the manufacturing switch over to china...go figure

[John @ Jul 1st 2006 1:08PM]

Regarding the comment about "American-Made
Technology", what percentage of the parts
are designed and "made" in America?

[Zach Parker @ Jul 6th 2006 10:48PM]

Dude, you need a mac!

[Lon @ Jul 10th 2006 1:47PM]

I'm sorry, no sympathy for Dell . . . I spent over three weeks and 8 Dell reps before I had to call a newspaper to get them to stand up to a problem they ignored . . . and pointedly so. They deserve the PR, their service is beyond horrid, the absolute worst I have ever delt with in any industry. It is a changed company and headed the wrong way folks . . . Michael has lost his direction in keeping customers happy . . . I wouldn't buy their stock betting on the future of this organization . . .

[A McMillan @ Jul 11th 2006 12:13PM]

Look people, things like this happen. I learned through experience, that no one company creates products that run without problems. I used to buy Dell computers all the time and would have my clients purchase them. I don't anymore because Dell products has changed. The customer service stinks. Yes, the fire you see is real. It happen to me and to a few of my clients. We were lucky, no one was hurt. Any yes they were Dell computers.

[Robert Oschler @ Jul 11th 2006 3:27PM]

Just to add a little humor to the story of the Dell laptop that burst into flames in Osaka, I have made an animated music parody video on that subject called "My PC is on fire".

The song is a parody of the popular "Numa Numa Ye" dance song. You can see it on YouTube here:

http://www.youtube.com/watch?v=FPejYdBM11I

A high quality version of the animated music video can be found here with the full lyrics:

http://www.spokenring.com/numa-numa-english.php

Robert

[Terin Barrios @ Jul 12th 2006 12:25AM]

haha, notice in the second picture the guy with the same laptop turning it off :)

[Dave @ Jul 16th 2006 2:53PM]

Just in case anybody is wondering if this is real...Dell references the incident and this site on their own blog:

http://www.dellone2one.com/one2one/archive/2006/07/13/431.aspx

[s teague @ Jul 27th 2006 1:43AM]

Hey, I have a dell and i love it all laptops get hot!! any thing with a rechargable battery /lithium like cell phones when you talk on a long time digital cameras and so on not enough vitalation he needed a laptop cooler which i recemend plus he could of got a spare battery not made from dell or sir company cause alot of people have troule with those rechargable AA bateries with chargers esspically the off brand ones.. ITS NOT DELLS Fault but there was a recall on some plug in adapeters to recharge the batteries!!!!!

[Manapower12 @ Aug 7th 2006 8:10PM]

Dude, we're exploding a Dell! (reference to one of thier commercials, not literally. or is it?)21
well, that looks like a fun conference.
I saw something somewhere [I forget where...]
that showed if your laptop was hot enough to melt carpet, it probably will burst into flame.
And burn various things that are around it.
That picture does look photoshopped, as someone who commented before me said.
because the guys aren't really responding very much, they just look sorta surprised. Maybe it was thier idea to test how long it takes for a laptop to burst into flame.

[Teacher in Dell hell @ Aug 8th 2006 10:28PM]

Dell Complaint 080806 to ConsumerAffairs.com

My problems with Dell began almost upon first purchasing my computer online. Just before Christmas I noticed a promotion to purchase a Dell XPS M140 Media Model Laptop with time to pay, 18 months I believe, and 0% interest. That seemed a pretty good deal, and was ending the day I saw it. I bought almost my limit of $1500.00.

Unawares to me, Dell split my purchases up, and issued a credit card that I had not approved or asked for, charging the wireless modem I had purchased as part of the order, to the credit card. They produced a new sales invoice to do this, because I made copies of the originals. If I hadn't been getting the free credit deal, I would have sought the best deal on a laptop out, and I do not believe I would have purchased a Dell at all.

I spent days and days calling Dell; one Indian man stands out in my memory as particularly unpleasant. It was no small trick getting someone online each time, I can tell you, and I never successfully managed to get the split charge fixed, because when my first billing was received, in late January, another problem was evident, it stated that I was severely in arrears on my account since the previous June. The modem charge was generating interest, and both accounts had late fees attached to my first payment.

More calls to Dell Financial Services. I also began receiving these terrible long recorded dunning calls telling me to call Dell, one to my work number.

I called. I became so frustrated because it became apparent that no one knew how remove the modem from one account to another. Because I am fairly financially secure, I was able to pay the almost triple amount of the modem off to stop the credit card payments and interest it was generating on the Dell account. After many more days and hours of calls to Dell Financial Services a girl on the phone finally understood that I had not even received the computer until almost January 1, 2006, and that I could not be in arrears from the previous June!

She giggled and said oops, my bad, and made adjustments to the account. As I said, because I am experienced in the ways of credit companies I know when to be concerned. I do not think that young even very well-educated consumers could have worked their way out of this mess, nor would most have had the time or resources to have gotten the credit bearing portion paid off. I can promise you that Dell relies upon that. It brings in plenty of revenue.

To pay something off added onto an interest free account, like at Sears or at Dell, who both send credit cards to the customer immediately, hoping that they will charge something interest bearing onto the account. This triggers enormous interest and fees. The unwary consumer must pay many times the value of the item purchased with interest. The modem was about $70.00. To get it off of the statement, where it never should have been to begin with, I paid about $200.00.

Now extremely wary about Dell, I would not buy anything from them ever again, certainly not on credit, nor advise anyone to do so.

The billing problems have not gotten much better. Being a 21st century consumer, I pay such things online as much as possible. To do so, pay your monthly statement online with Dell, should you be able to navigate their very difficult web site, will cost you almost $15.00, added to the monthly payment balance. The same courtesy fee of $15.00, applies if you call the payment in. This information is in tiny print on the final payment window, very easy to miss. The late charge for my $29.00 a month payment is $29.00. How are these charges possible or legal?

I have paid at least twice the monthly payment since receiving the computer, every month, and paid the modem off in full, to make sure that I could never be considered late or be charged these insane fees. On my last payment I sent two checks for $30.00 each, mind you, I am already paid way ahead on this account, almost double on what was owed for monthly payments. I included the instructions that I would be on vacation, and wanted the payments applied to the July and August payments.

There is a note currently on my August online statement that I am days late on my payment, and a $29.00 late fee was charged to my account.

More calls, more than an hour or so of time necessitating a request to speak with a supervisor who could not have been over 14 years old, and who finally condescendingly agreed to remove the late fee, because I was paid ahead on the account.

This time, in spite of a call to assure that I could send payments ahead, I was informed that I could not designate payments to be for this month or that, and that it all depended upon the date that the check was sent, but they could not give me a date by which I could be insured not to incur a charge for the following month. I asked for them to supply me with the text where such information was disclosed. I am certain it is not disclosed anywhere. The girl also told me that I could just have a monthly charge to my account applied for free. Now this had not been offered before in the many times I have made calls. She told me that she would mail me the paperwork to begin the process to start this. I am very suspicious, can you blame me?

Since I began writing this complaint I have received a call offering me more time interest free to pay off this account and additional insurance if I would agree to an $89.00 fee. After that the explanation would be sent to me in writing. When I told the young woman who sounded very tired that I had to see this in print to consider it she told me that they could not send the thing out in print until had ordered it on the phone by indicating my approval. I said loudly that in no way would I consider ordering anything from Dell online or over the phone.

I would simply pay the danged thing off if it were not that I am also having problems with the computer. It came beautifully packaged, having far more capabilities than I even know what to do with now. However, the first time I turned it on and used it, it overheated.

Calling into Dell customer support is a bit easier, because after you finally get someone, they tend to be a bit sharper than the finance crew. None the less, I have continued to have problems with the overheating, causing a complete dump of memory at least four times now. The most helpful solution ever offer me has been that I should purchase a cool pad. I have done so, but the unit still overheats.

The most recent memory dump occurred during my first period class at the school where I use the computer in my classroom as a teaching tool attached to a projector. It was several days before I and school techs were able to restore the system. The class was bedlam. The Dell tech just insisted to me that my computer did not have the ability or hardware to do what I had been doing with it since purchase, about five months now. No matter how I tried to explain that the computer had been used with a PowerPoint projector for months now, she said, "Well I just do not know what to tell you then."

I am a tenured educator with a Master's Degree from a California State University, homeowner, fully vested retirement, and 20 years with my school district. Before teaching I was a real estate agent for 20 years, and have some familiarity with law and lending based upon that professional experience. I cannot believe that this company is getting away with these type practices. I am now girding myself to face the process of returning what appears to be an overheating laptop that certainly will not last two years, given its performance so far.

There was a Dell laptop recently that exploded in an office in flames that has gotten a bit of press, and they are no longer selling the XPS M140 or M170, both just about 8 months old, so I hope that I will be able to return it for a full refund and purchase a more reliable computer. Any help or advice you can offer would be welcomed.

[Fortsite @ Aug 14th 2006 4:29AM]

Great Photo :-)

[Face @ Aug 14th 2006 8:48PM]

I just purchased a Dell for my daughter and if this burns down my house will Dell give me the $650K that it is worth? They should for selling faulty merchandise. If this has been happening since 2003 why are they recalling them now and not earlier when they knew about the problem.

[Jonathon K @ Aug 15th 2006 1:37AM]

For those of you bitching that this is a problem with poor dell quality, the problem is actualy with batter packs manufactured by SONY. These types of cells are used in many different laptops, and arent of the "no-name" or "sweat shop" varieties. As for them "exploding", the cells just swell up, then start venting gasses and lithum, which ignites in the air. Thus while a pop is heard as the cell(s) break, its more just flames and not a big explosion. As for the size of this one, I am not sure the ammount of fire produced from a cell this size, but from what I have seen with other similar batteries it does seem out of scale.

Also, I would suspect the heat is generated due to the charge circuit not reducing current when the battery is full, so it shouldnt make enough heat if not plugged in (unless directly shorted). Also, the process is not instant, it takes some time for the batteries to heat to this state (a side note for concerned users, if your battery itself is making significant heat, you have an overcurrent or overcharge issue, period. Just unplug it or remove the battery.)
Also, as for "exploding on your lap", the battery would be hot enough to burn you looong before it actualy exploded. While not particularly comforting, the fact remains. Also something to think about...cell phones and many other things have the same battery chemistry....laptops arent the first or last to have volatile batteries.

[Andrew @ Aug 15th 2006 6:53AM]

'Shoe' - is there any chance you could contact me on [e-mail] as soon as possible please??

[Joe Bruce @ Aug 15th 2006 3:34PM]

Dell to recall 4.1 million laptop batteries

http://money.cnn.com/2006/08/14/technology/dell.reut/index.htm?cnn=yes



HAHAHAHAHAHAHAHA

[terence @ Aug 15th 2006 5:37PM]

macs were also affected to the windows hater....lol

[Mario @ Aug 15th 2006 7:49PM]

Compare this shoddy performance to the quality of the Thinkpad. This stems directly from Dell's putting sales above quality control and innovation. They can try to push it off onto the battery manufacturer, but they are the ones who selected the manufacturer, and had a chance to test, accept, reject, and have batteries built to their own specs. I don't relish the thought of my laptop spontaneously bursting into flames while I sleep, or while I'm driving, or while I'm on a plane. Very simply, you should NEVER have to worry about that, just as you don't worry about your car battery suddenly blowing the hood off your car.

[john @ Aug 16th 2006 8:37AM]

It was a boring conference otherwise.

[gotprelude @ Aug 16th 2006 9:56AM]

Anyone ever call Dell's toll free #(1800-624-9896) for battery replacement? Option 5. The automated voice says, "This recall involves only specific batteries built with Sony cells, not the computers themselves."

Hmm....sounds like Sony is at fault or Dell is blame shifting.

[Sherm @ Nov 6th 2006 9:05AM]

We can add thanks to China, for making knock-off Dell laptop batteries. It's big business in Guangzhou, China. I wouldn't be surprised if the exploding battery was a bootleg!

[Reg @ Feb 1st 2007 4:51AM]

SSSMMOKING !

The new virtual FRAGGED interface,
when your opponent hits you with a rocket launcher in Unreal Deathmatch,
you really can feel the burn!


My Question: Is it covered under warranty if you can't read the burned off serial number from the bottom of the laptop?

[docsharp01 @ Mar 30th 2008 1:22AM]

Excellent comments about Dell computers.
http://www.1-satellite-tv-facts.com

[Gogleion @ Feb 26th 2009 8:29AM]

But if we put out the fire first, what kind of picture would that make?

Solution to flaming laptop:
1. Take picture while flame is large.
2. If nobody is grabbing an extinguisher, then put out the fire.