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m17 R5, keyboard stopped working
<Profanity is never needed nor allowed on our Forum. DELL-Admin>
I purchased Alienware m17 R5 about 5 months ago and it's been having issues like sudden shut down and unable to play videos (black screens out of nowhere for 3-5 seconds ). But that's fine. Recently, my keyboard stopped working out of nowhere.
My job is work from home. I do coding and I don't have a laptop to work on for a week now. I told the Dell support to please get me an assistant at home asap. He was gonna come 2 days ago but they just texted me that repair parts aren't available. Is this some kind of joke from y'all? I wasted so much of my money to get this type of premium support service? Now I wonder why Dell has like 1.2 stars out of 5 on various websites. They just took my money and now they won't even help me properly. It's not like you gonna compensate me with refund or an upgraded laptop for getting late or wasting my days without this piece of trash laptop I have, will ya? Guys, it's just very frustrating for me. Sorry if I'm rude here but Dell gives me reasons to be mad at it when it's not even my fault here.
Thank you.
-Mohit
crimsom
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May 14th, 2024 23:05
Hi @pumpkinspopcorn Alienware m17 R5 (4/18/2022) purchased with Dell warranty has different Dell Consumer Services (Basic Support, Premium Support or Premium Support Plus).
If keyboard function is reinstated:
(1) go to System Properties - System Protection and ensure optional System Restore (C:) drive protection is ON. Create System Restore Point or go back to a previously created good system restore point, i.e. when PC was delivered and unboxed. This is the best option to choose before tweaking your Windows 11 operating system.
(2) create clone (copy) just in case the operating system C: files are corrupted and boot drive becomes unrecoverable. Download Macrium Reflect FREE Edition - MajorGeeks
(3) Run sfc / scannow to replace corrupted system files with original default files. Restart (not Shut Down) to save all System File Checker Utility tool changes. Hopefully any file corruption is now fixed.
(4) If operating system file corruption not fixed, run Repair Windows System Image Tool. Use DISM (Deployment Image Servicing and Management) to repair corrupt Windows component store. Restart (not Shut Down) to save this change in the operating system.
Having raised Dell Service Request, you can allow Dell Technical Support to share your m17 R5 online session and try to fix this problem. How to Create a Support Request Online | Dell US. Hopefully the keyboard problem is intermittent or perhaps permanent in response to a BIOS version update. With all of the numerous problems, they all need to be fixed. Please ring the contact number on your Dell support warranty documentation to arrange Technical Support visit to your home, to run their diagnostics to fix all of these software problems (or confirm replacement hardware is required).
Having received the Dell Service Request's mobile phone call, open Dell RemoteAssist | Dell US, at bottom of this webpage, click on agree to the RemoteAssist Terms and Conditions. There will be an online screen request to authorise connection. When online session finished, you must disconnect (shutdown) the smart mobile phone. (MD058A True Wireless Earbuds or similar, will allow both hands to be used during online RemoteAssist.)
Technical Support visit to your home is usually a Dell Support assigned local contractor with 100% Dell Support warranty, who may never have worked on a Dell PC. You must ensure that local contractor leaves you with a fully functional PC with no additional damage, before signing any release documentation. Remember to report any local contractor problems, with before and after photographic evidence, to Dell Support so that they can assign a different local contractor.
Please share an update on progress, so that other users derive benefit from your experience. Thank you.
(edited)