My XPS Caught Fire. (smoked and shocked me).

Since you don't list what model or how old the system is you have to weigh the cost of the repairs with that of a new system.

You are looking at at least a motherboard replacement and to me I would also replace the powersupply. You should not receive a  shock when touching your system unless you have develped some sort of electrical short.

 

DDSCali68; Welcome to DCF

Since it is out of warranty, Call Dell Spare Parts 800-449-3355 X-7269937

 

 

 

Peace

 

 

At one time, Dell would replace systems that smoke came out of, in order to analyze the failure for potential safety hazards.  They may still, or they may not.  If you called support and they told you it would cost $39 for a consultation, this suggests the policy/procedure has changed.  There was no consultation charge for analyzing safety hazards, irrespective of warranty status, as Dell's liability for safety does not expire with the warranty.  They may, however, have found a way to have their vendors underwrite liability, as the vendor actually makes the product, Dell only sells it.

 

As it's not possible to know the extent of the damage--smoke (vapor, though not particles) can get into harddrives and crash them a month later--I wouldn't spend any money on this system at all, as replacing all the parts costs equal or more than a new system. 

The policy should be the same still, at least in the US as I recently had a similar experience. I would definitely call them back and mention this policy.

1-800-232-8544 is the regular XPS Tech Support number.

So what number should I call to let them know? There are a million numbers and not sure which one is the better one.

 

I also was surprised they wouldn't care about their own system.  With 3 kids in the house and being that the computer is in the lower room and the kids sleep upstairs, if there was a fire it would be horrible.  Especially if the stairwells were burning.

 

 

Were you beyond warranty when your event happened, Noxo? Was it before the $39 out-of-warranty consultation program?

 

I can't imagine Dell not caring about safety, but I also can't quite imagine them charging $39 to tell you whether they do or not.

 

They're not just supposed to send you an airbill, but the box to ship it in AND a replacement system.

 

It's very hard to determine what is going on at the other end of the phone. My guess would be they're stopping at the "enter service tag" screen and it comes back "warranty expired", never even entering "smoke".

 

Dell support is all keyword driven. They can only do what the screen tells them to, and first-level support knows basically nothing except what the screen tells them.

Called the number for XPS support as was given to me by the official dell forums and I was told that I am out of warranty and he has never heard of that safety hazard policy.  He gave me the number 800-288-4410. I called and was transferred to another number.  Evidently I was given the laptop number so he would transfer me to the desktop number.  I was transferred to XPS tech support not the desktop out of warranty number.  It appeared I was transferred to the wrong department. On hold again.  Spoke to a gentleman who told me he would have to speak to his supervisor.  Seemed pleasant enough. On hold again. I was told that he would send me an "airbill" and that I should receive it soon.  He put me on hold and the phone line went dead.  I was hung up on or a connection problem occured.

 

I called back the 288-4410 and got another person who now wanted to charge me for the out of warranty.  I guess its random on who you get in dell.  One was willing to help me and the second one told me I would have to pay.  So confusing that Dell wouldn't care that a house almost burned down. 

Well, that's not right. I'd contact the unresolved issues team and they should be more helpful hopefully. I was out of warranty when it happened to me also.

 

https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues_tech?c=us&l=en&s=gen

The data in question has been redacted.  Since it could have been presumed--minus the exact wording--from the experience of various customers and general industry practice, I did not consider it proprietary.   But if you say it is, then it is.

DDSCali68,

Contact me via a private message. Provide the following -
Name:
Address:
Phone:
Service tag number:
History of PC:


x_lab rat,

Dell internal information should not be posted on this public forum. Where did you get it?

x_lab rat,

Thank you.

Chris, I emailed you back and no response from you.

DDSCali68,

The purchased 1 year warranty expired on 12/14/06. I sent some emails out and the responses I got were that since it is so far outside of warranty, there is nothing we can do. It could be either the motherboard or the power supply or the damage could also have extended to any number of components (ram, processor, etc). The question to you is, is it worth the money to buy multiple components to figure out what is damaged?