Support for Dell G5

Question

Does anyone know how to get support for a Dell desktop under warranty? I have called many times without any luck and I have even paid for service without call backs.  Each call back window that was set up was missed.   Does Dell actually provide support?

speedstep · Answer

That would be up to dell and depend what country you are in as well as the model and the warranty status etc. Premium onsite support is available its not free.

rbdellg5 · Answer

Thanks.

I am in Canada.

I have paid for support - single incident advanced support. I understood that it was "no fix no pay" - but they have already charged me.

Thanks for the link. I will try that. It would be a shame to have to thrown this in the garbage as it's not very old.

speedstep · Answer

What exactly is the issue?

rbdellg5 · Answer

Thanks, Ron.

The system is a Dell G5 5090.

The computer will start windows properly. as a game (fortnite, Apex Legend...etc...) loads the screen will black out and at time the fan will go to high (even on initial start up where the temperature is low).

We have deleted all software and reinstalled windows (effectively a factory reset) and the issue persists. It occurs will all games (maybe implying a memory or GPU issue). The device appears only suitable for surfing the internet or email.

I have run the diagnostic on startup (F12 on the Dell Splash Screen) - no issues identified.

All drivers are up to date (completed by Dell Basic support).

Any help is appreciated. Support has been difficult. As I noted I purchased one time advanced support - prearranged times for calls have not been met. It is very disappointing.

RoHe · Answer

@rbdellg5  - If you post details about the problem and the specific G5 PC model (eg, G5 5000, G5 5090), maybe somebody here can help you...

RoHe · Answer

@rbdellg5 - Which CPU and which add-in GPU do you have?

There are posts with similar issues which seem to be related to excessive heating even before game play has started on the G5 5090.

BTW: Do you have all the latest drivers and BIOS for your system? I see at least 3 NVidia GPU firmware updates on the Support page for the G5 5090. NOTE: Use your Service Tag to look for any GPU firmware updates to make sure you only get one that your GPU actually needs.

Obviously, this doesn't excuse poor performance from support, especially for pre-paid support, but there's nothing we, as users - not employees, can do to help you with that. That might be cause for a separate, non-technical post on Dell's Customer Care forum. ;o)

bertro514 · Answer

@rbdellg5 what are your system specs? (CPU model, graphics card)

Here are a few things to try:

If your GPU and Monitor support both HDMI as well as Display Port, and you have the right cables, switch from HDMI to DP or vice-versa between the GPU and Monitor. If your card has more than one DP port, try them all.
If you have another monitor or a TV with HDMI input, try that too.
Shut down your computer, open up the side panel, carefully remove the GPU and reseat it.
If you suspect the RAM (although that would be visible in the OS in general too), install and run this: https://www.memtest86.com/
If you have two sticks of RAM, remove one at a time, retest and see if that makes a difference.
How are your temperatures? Install something like CoreTemp or HWInfo and check that your CPU and GPU aren't overheating.
Install a graphics benchmark like FurMark and run a GPU stress test. Does it still crash? FurMark has different resolution settings. Start with a lower one and if it runs ok, bump it up higher. Keep an eye on temperatures.

Hopefully some of this helps.

bertro514 · Answer

BTW, it's a real shame that you paid per-incident and still not getting the service you paid for. Give it a few more tries.

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