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April 22nd, 2018 04:00
Inspiron 3847, shut down during BIOS update
Inspiron 3847 shut down during BIOS update and will not turn on or recognize keyboard or mouse. So disappointed with Dell Customer Service. My computer said a Dell BIOS update needed to be done when I logged on this morning. The update shut down my computer and not it will not turn on and it does not recognize my monitor, keyboard or mouse. I contacted Dell through Facebook messenger and was told my warranty had expired and I needed to call their out of warranty dept. Of course they are closed and I'm sure they expect me to pay to have my computer fixed because of the update DELL said I needed. For being loyal to their brand for so many years I think it's time for a change. Have any of you experienced this issue and were you able to get it resolved? Is this an issue that the Best Buy Geek Squad can fixed or have I lost everything on my PC? So much for brand loyalty. Thanks for any help or suggestions.
fireberd
9 Legend
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33.4K Posts
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April 22nd, 2018 07:00
Here is the Dell procedure for BIOS recovery, If you are lucky it applies to your model.
http://www.dell.com/support/article/us/en/19/sln300716/bios-recovery-options-on-a-dell-pc-or-tablet?lang=en
Tesla1856
8 Wizard
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17.1K Posts
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April 22nd, 2018 09:00
Yes, give the above BIOS Recovery procedures a good-try because that is much easier than replacing the motherboard.
However, if it doesn't work, you should read this before calling Dell so you know what to expect. I suggest you stay friendly. If the phone support representative is not familiar with this policy, you can point them to it.
https://www.dell.com/community/Customer-Care-Wiki/Dell-Policy-BIOS-update-breaks-motherboard-CMOS/ta-p/6063959
johnrayfla
2 Posts
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November 13th, 2018 15:00
This identical situation happened to me. Dell recommended this update and it failed -- corrupting BIOS and frying my computer. Dell blamed it on me. Dell is the worst and will never get my business again after a 20 year customer relationship.
johnrayfla
2 Posts
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November 13th, 2018 16:00
It is absurd and a crime that Dell PC Assist recommends important updates, which ultimately fail, thus freezing and breaking your computer; and then you have to pay to have it repaired by Dell. A huge scam worth of investigation by the Consumer Protection Agency. Dell customer service and technical support is clueless and, after 20 years, I will not be buying another Dell product.