Quality Control @ Dell WPD

Our office participates in the Dell Warranty Parts Direct service program. Basically it allows us to be “self-maintainers” and order our own warranty parts as needed rather than having to wait on hold with support to go through the same troubleshooting steps we’ve already completed. It’s usually an efficient way to get bad parts replaced under warranty. One of my coworkers ordered a motherboard last week. Today when he opened the antistatic bag he got an unwelcome surprise:

The Intel ICH7 chip and surrounding components were heat damaged and filthy. There was also what looked like burned thermal grease all over the chip (suggesting that a heat sink may have been installed, though the original failed board in our system had no heat sink and the chip was as clean as it was from the factory). Click the image to get a larger view. 

Flipping the board over revealed additional damage to the contacts for the various components installed around the chip:

As a disclaimer, we’ve never seen damage like this before in warranty parts sent to us. In fact, most parts are in great shape and some even have that “factory new” smell to them. This instance though, seems like either laziness or incompetence. I don’t know how something this bad could have made it through any quality control process. Visual inspection should have been the first clue. It’s not like it’s just dusty. IT’S SCORCHED. I also don’t know how much difference blogging about it will make, but at least it’s documented out there now. Dell, what’s up?