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Customer: Dell Denies Speaker Repair Under Warranty, Blames VLC
An anonymous reader writes "VLC is incapable of increasing the actual power past 100%, all that is being done is the waveform is being modified to be louder within the allowed constraints. But, that didn't stop Dell from denying warranty service for speaker damage if the popular VLC Media Player is installed on a Dell laptop. Also we got a report that service was denied because KMPlayer was installed on a laptop. The warranty remains valid on the other parts of the laptop. VLC player developer [Jean-Baptiste Kempf] denied the issue with VLC and further claimed that the player cannot be used to damage speakers. How can I convince Dell to replace my laptop speaker which is still in warranty? Or class action is only my option?"
Find some way to ruin the whole unit in a way that doesn't void the warranty. Start a process that uses lots of power so your chips are working hard, and wrap it up in a hot blanket. Or something along those lines.
IANAL, but your first path for court action is small claims, not a class action.
So to keep,a long story short, I had to sue Dell over a overheating Alienware M11x GAMING notebook.
I had a friendly but non helpful support case with Dell and a short also friendly but also non helpful discussion afterwards. Then I sued.
I won.
Option The First:
1. Buy Dell Laptop
2. Do first-use OS initialization, power down, remove HDD, store away in a safe place
3. Add new harddrive, install OS of choice
4. If at any time you have warranty service needs, swap original HDD back in
Option The Second:
1. Don't buy Dell
.
HSJ$$*&#^!#+++ATH0
NO CARRIER
I don't know what VLC player is, but any laptop that allows its speakers to be damage by software has a design flaw. Why is it that companies will try their damnedest to screw their customers over until publicly shamed with a bad-pr article like this?
I'm a good cook. I'm a fantastic eater. - Steven Brust
That's the beauty of a digital signal: You simply can't put in a stronger signal than the bits allow. Yes, a "clipped" signal has high energy harmonics, but the same harmonics could be encoded right in the audio source signal without additional player amplification. For example, using mp3gain to set a high gain on any MP3 file will cause the decoder to happily produce a clipped time domain signal. Even Windows Media Player will play it clipped. Designing an audio system such that it can't handle any signal you could put in a WAV file is just idiotic. Such penny-pinching certainly isn't the user's fault and would not void legally mandated warranties. Dell can of course exclude anything they like from a voluntary warranty, if they make it clear upfront what is excluded.
..it uses Windows system calls which then call the sound driver
If the damage was caused by software, it's clearly the fault of the driver
VLC is too far up the stack to cause anything abnormal
Warrantors cannot require that only branded parts be used with the product in order to retain the warranty.[7] This is commonly referred to as the "tie-in sales" provisions,[8] and is frequently mentioned in the context of third-party computer parts, such as memory and hard drives.
http://en.wikipedia.org/wiki/M...
You don't speak for this old timer. Stop bloody ruining every thread with your immature anti-beta posts.
Beta is not ruining my time on Slashdot, YOU ARE!
Send your feedback via the email they they have provided and leave it at that. If they do not listen to your feedback, then feel free to vote with your feet, but stop ruining the site for everybody else.
ps. Why hide behind anonymity?
No, it is compromise engineering. Which is OK for a lot of consumer electronics. For example, most laptops won't have enough cooling to dissipate full load heat at maximum rated temperature. This isn't a design flaw, it is a compromise to allow the designer to get more peak performance out of the laptop(or more peak volume in a movie, for example). It is the same with, say gmail. Do you really think google could have supplied every user 1Gb of mail space at launch?
I personally don't do this sort of engineering, but I can see the reasoning. And if you are trying to push high volumes out of your laptop speaker, you probably should be carrying external speakers. There are physical limitations to systems designed to be portable.
I have determined that my sig is indeterminate.
Ask Dell what the cost of the repairs are then fill in small claims court for that amount.
Some other things you might do are:
1. Complain to BBB
2. Talk to your credit card company you have have additional warranty service under them.
3. Email CEO. michael@dell.com & link to Slashdot story
4. Nuke option. Have Slashdot email CEO michael@dell.com
(Would we crash their email server?)
You would think that cinema speakers (those big honkin' speakers that sit behind the screen at the movie theatre - mine are about about six feet tall but there are many larger than that) would be impervious to damage but some movies occasionally overdrive the speakers to a point that the drivers are damaged. The most recent one that I'm aware of is Paranormal Activity 2: The Marked Ones, where there was 7 seconds of high pitched buzzing on reel 4 that could destroy the speakers.
Here is an email from Paramount that describes the problem:
QUOTE:
Dear Projectionist,
Paramount has had reports of speaker damage from some theatres playing PARANORMAL ACTIVITY: THE MARKED ONES. In several cases we have been able to research, the volume had been turned up to high levels at patronsâ(TM) requests.
We are currently working to get information on speaker/amplifier brand and model to see if any particular combination of hardware might be more susceptible to damage. At this time, most of the damaged speakers have been identified as JBL model 4632â(TM)s, but this is preliminary data.
We are also working on an audio patch which may lessen the potential for damage.
For the time being, please do not set your volume at a high level on this film.
Thank you for your cooperation.
END OF QUOTE
Technicolor sent out a new soundtrack for that movie without the 7 seconds of buzzing and as far as I know that solved the problem.
The point here is that even high-end cinema audio systems can be damaged by a poorly engineered soundtrack, so I'm not surprised to find that the speakers in a cheap laptop could be damaged the same way.
If you're a zombie and you know it, bite your friend!
I always include a $20.00 and a note when I send a laptop in for repair. In the note I explain exactly what I'd like done. Always works with Lenovo.
fnord.
I had a user whose laptop was replaced by Dell under warranty, except that they sent him back a 17" monstrosity rather than the 13" machine he had at the time. They wouldn't budget on giving him something smaller. After filing a small claims court case, they reimbursed him for the price of his original laptop and I think told him to keep the new one, too. He was happy after that.
Another friend had a HTC One phone whose screen popped and shattered while he was browsing twitter. HTC refused the replacement despite being a month old, claiming he dropped it. After filing a Better Business Bureau complaint, they replaced it under warranty.
Either way, something like that will get someone's eye and hopefully the original poster will be happy. The bigger problem is that this is a thing Dell will break a warranty over, which is ridiculous.
I know very little about audio, but a cursory search turned this up from Wikipedia:
"Because the clipped waveform has more area underneath it than the smaller unclipped waveform, the amplifier produces more power than its rated (sine wave) output when it is clipping. This extra power can damage any part of the loudspeaker, including the woofer, or the tweeter, by causing over-excursion, or by overheating the voice coil. It may cause damage to the amplifier's power supply or simply blow a fuse."
The digital signal obviously has to be converted to analog at some point, so I believe this is what Dell is talking about.
Support microSD: in a post 9/11 world, it is unwise to carry your data on media that you cannot comfortably swallow.
Seriously.
The people who advocate small claims are half right. In many states, you have to send a demand letter before you can do that anyway.
Some idiots will say to email the CEO, but if you're lucky, that will just get down to the lawyer, and the lawyer will already be miffed because you've piled more work on him from above. Better to go straight to the lawyer.
I have had several successes, some quite large, and no failures, with the following strategy:
1) Try sincerely to resolve it through normal channels, as you apparently have.
2) Document how that didn't work. If you don't have good documentation, do (1) again.
3) Find the attorney or registered agent's email address. I have never had a problem doing this, but I'm pretty good at the google-fu. Good starting points for names are corporate bios, 10K filings at the SEC, and the Secretary of State's office (which might require a phone call). Since Dell is in Texas, they are required to have a registered agent with the Texas Secretary of state. I live in Texas, and I got Fry's registered agent's name from the Texas Secretary of State when I had an issue with them.
4) Send the attorney an email POLITELY explaining exactly what happened, and what needs to happen to make you a happy camper. Give them two deadlines. The first one should be about two weeks out to let the legal department research the problem on their end. The second one, at the end of the email, goes something like this:
"Please acknowledge receipt of this email within three days to save me the time and expense of sending a registered letter."
A registered letter is exactly what you need to do, in most cases, to put them on notice before you file in small claims. So this sentence puts them on notice that you are preparing to legally put them on notice, and since your speaker repair is way cheaper than dealing with you in court (you're not claiming the bad speaker damaged your hearing, or lost you business when the presentation went awry, are you?), they should be more than happy to do that.
One purpose of the letter that cannot be stressed enough is that you are not arguing with the lawyer. You are essentially presenting the same case that you would present in court. Your letter should be polite, without speling or grandmar erors, and compelling. Do not attempt lawyerese, because that is not required or even encouraged in small claims court. Just write it in plain English. You are not arguing with the lawyer, but you are showing him that you will present yourself well in court, and after expending time and money to defend, he will stand a good chance of losing.
Sorry, but the BBB will not help you. It's a front controlled by the businesses that they pretend to police.
Having literally seen a brick received in a Dell laptop box, instead of the purchased laptop, I'm thinking you're expecting too much of Dell's Q/A process.
(note: the 3 other boxes contained actual laptops.)
The trouble is that the audio chipset hardware is by design meant to output arbitrary waveforms, including squarewaves, which is what VLC produces in the most extreme form of clipping.
A wave file can hold the very same signal.
Neither the user nor software is responsible for trying to figure out what waveforms are a problem on a system where the built in amp can destroy the built in speaker. It's the responsibility of the maker to limit the output of their own amp so that it doesn't cause damage. They put the amp in there in the first place. There's nothing about putting in a proper amp that in any way would affect portability.
That's a little bit short-sighted.
Without knowing the nature of the failure, it's impossible to say what the problem actually is. Were the loudspeakers destroyed through mechanical stress or thermal stress?
Limiting the power output of an amplifier for the purpose of preventing loudspeaker damage is not a trivial thing to do.
In terms of damage, loudspeakers don't care (within reason and obvious mechanical limits) about instantaneous power. They care about long-term heating.
If you just clip the signal, you generate an approximation of a squarewave (which loudspeakers hate): This reduces peak power (which isn't normally a problem), and increases average power (which is always a problem), and reduces cooling, AND it sounds terrible (though some listeners seem to not care). Clipping, therefore, at any stage -- including within software (ala VLC), or even during the recording process -- is a problem.
If you add a simple limiter, you've got the same problems all over again, although with less harmonic distortion: Peak power goes down, but average power stays high. Voice coils cook.
If you add a complicated multiband limiter that understands heating, you might have a shot at solving it, but you're into real money in engineering dollars and DSP parts....over some $.50 laptop speakers.
That all said, companies have been selling and folks have been buying integrated audio systems for well over half a decade. If this is 1949 and I crank up my RCA tube set so I can listen to music in the garden and cook the loudspeaker, that's my fault -- not RCA's fault. The best I can hope is that RCA is willing to sell me a replacement speaker at a reasonable price.
Same with a 1980s Fisher "rack system," or a wall full of modern Krell and Martin Logan gear. Or any random boombox. And, I dare say, a laptop.
It is traditionally the job of the listener to ensure that an audio system is performing within its limitations, and not the job of the audio system to protect itself from the listener.
If I crank VLC up to 120 or 200% or whatever the maximum is, and it starts clipping samples and generating square waves, and I turn the other volume controls up so I can hear that distorted drone over the drone of my hot tub, and something breaks...gosh, I guess I'm going to say that it was my own fault for not hearing the plain and obvious distortion that was occurring, and you know, just turn things down. Just as with any other audio system, big or small.
Back to legal stuff: The Magnusson-Moss Warranty Act does not protect consumers from their own stupidity. If I drop my Jeep down a 4-foot embankment and break a front control arm, that's my own dumb fault -- it's certainly not the manufacturer's fault for failing to ensure that I would be unable to perform such maneuvers in MY Jeep (yes, emphasis: If I owned a Jeep, it would be MINE).
HOWEVER, what MMWA does do is ensure that if the manufacturer suspects that a failure is due to end-user modification, that the the onus is on the manufacturer to prove that this is the case. I can be rock-crawling in my Jeep with its trick aftermarket suspension, and if the engine dies from a broken pushrod, it's the manufacturer's responsibility to prove that it's either not a warranted fault OR that my modifications caused the pushrod to break.
Likewise, the onus is on Dell to prove that some software (such as VLC) caused the failure...or that the speakers aren't warranted to begin with due to signs of abuse. Dismissing a warranty claim out-of-hand because of the software installed on a computer, or the shocks on a Jeep (even IF it might be the case that the software did in fact cause the problem, as VLC might be capable of doing) is illegal in all 50 states.
Kid-proof tablet..