Update On Dell Latitude XT Tablet PC

Over the past week, I’ve been working behind the scenes with various representatives from Dell regarding the well-publicized issues of the Latitude XT.

I just finished a conference call with them with regards to where things stand, and they wanted to communicate the following to everyone:

  • Dell is aware of the complaints concerning the Latitude XT Tablet PC / drivers, and they are looking into the details.
  • They are examining customer units that have been returned
  • They will be sharing more information once it becomes available.
  • Stay tuned to GottaBeMobile

I have pointed them to the communities excellent N-Trig initiative paper and told them that it should be their working paper on all the issues concerning the XT.  I also reiterated to them that these issues have been going on for close to two years, so the issues we have been bringing up should not be of any surprise to Dell, Microsoft, or N-Trig.

I would encourage people who are experiencing issues with their Latitude XT to get a support case established.

I’ll share more when I have more information to pass along.

Comments

  1. Xavier Lanier says

    Great to hear someone is listening over at Dell. Hopefully something good (like improved products and replacement tablet) will come of this discussion.

  2. Rob says

    Will5 – I don’t have the bandwidth to take the HP aspect on. Suggestion – find someone in the HP forums to head it up, contact support, and rally your HP users – give support and the contacts you develop the N-Trig Initiative document.

  3. feralboy says

    Good work, Rob, really exceptional service to the community. When I’m wronged by a company, I’m indefatigable, and eventually get the service I deserve, but it takes a lot of time and energy. It shouldn’t be this hard and require so much time. It’s shameful, and because of it, when I can afford it, I now purchase the premium support package with my electronics purchases. The included warranties, more often than not, are a joke.

    I salute you.

  4. Matt (rollingsr) says

    For what it’s worth, I wrote a short letter to Rick Seger at N-Trig explaining some of my personal experience with the Dell XT and mailed it using a traditional envelope and stamp. Inside I included the 12 page letter that was drafted on this website. Hopefully we can start to get some real traction.

    As for opening a support case with Dell, I guess it’s a good idea in terms of formally documenting the issues we’re seeing but in my experience Dell is just going to want to do stupid stuff like re-install the OS. This of course is unacceptable and beyond that they will probably want us to install their latest drivers which aren’t even the most recent.

  5. Greg says

    Wow. All I see here are more glittering generalities and empty promises from Dell. They write response letters, promise release dates, make conference calls to work things out etc., but in the end all they say is that they are working on it. That might be semi-believable except the response hasn’t changed since the XT was released. It has never ever–not under XP, Vista nor 7–worked as advertised and drivers have always been screwy. That’s what they have to admit in order to regain their credibility, and further, they should, as the author suggests, recall the XT and give replacements or refunds.

    Dell made a pretty big deal about the XT and I imagine they are quite confident that they have a strong future in the Tablet PC market. Now, I can’t speak for others but I can honestly say that unless Dell makes this right, I will never again purchase another Dell Tablet. There will be good enough competition from other manufacturers that I would have no reason to stick with Dell.

  6. Colm says

    Any updates on this? I am trying to get a refund from Dell on my endlessly troublesome XT. Having read the forums, I’m not at all convinced that the XT2 is an adequate machine either, given continuing digitizer and backlight issues.

  7. Rob says

    colm – unless you go through legal means or purchased your system less than 30 days ago, you won’t get a refund. I’ve been down that road…not a pretty sight. As I’m learning from others and if your case is strong enough, you can pursue a replacement system.

  8. Colm says

    Thanks Rob, good to get some idea what others are experiencing. I’ve been told at this point that a refund is out of the question, but I have tentative agreement for it to be replaced with an XT2, which is something I suppose. I’ll keep you all posted.

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