Dell support damaged my computer?

This is mainly a user-to-user forum so we can't directly help you with this issue.

You may want to contact Dell's Unresolved Issues or post on their Facebook page.

Hard lesson to learn, but it's always a really good idea to take photos of an item before you send it anywhere for repairs. :Idea:

Have to agree with Rohe, it's always best for your protection to take pics of the entire body of computer. It's not just Dell, other OEM's does the same. One of my relatives notebook got stuck in a boot loop that wouldn't quit. 

She had me to check it out first, was under warranty (less than two months old). So I advised her to get in touch with Samsung (the OEM). There were scratches all over the bottom of the unit & it was obvious that the screws were overtightened, a couple has rounded heads that were Philips style. 

Shoddy work, but since she didn't take pics, couldn't prove they did it, yet sure could prove the screws being stripped, as they were the only ones to open it. 

Today (less than 18 months after she purchased it) it's mine, given to me to setup her new one, plus for all of the work I had done for both  my relative & her mother. It was running hot, although the vent was clear. Samsung had to swap the motherboard for the repair & they used enough thermal paste to perform at least two more jobs. 

So I cleaned the CPU & heatsink, applied a half pea size of Arctic Silver 5 (AS5) & it ran cooler after first boot. After 2-3 weeks, temps dropped further, AS5 takes roughly 200 hours to fully cure & idle dropped from 42C to 28C. Load dropped to near 80C to 60C, any improvement is better than none. 

Therefore, don't assume that the OEM will do a 'better' job than one can do on our own. Being an enthusiast, I can fix most any replaceable component. If it's a low cost one (such as a wireless/BT card), I'll bite the bullet and do it myself, often with an upgraded model (OEM's tends to use the cheapest available, or what they have a boatload of to get rid of). 

That way, I know the issue is fixed & (usually) there'll be a small upgrade of hardware in the process. It's also why I never buy a prebuilt system & add RAM at order, they (all OEM's) don't include what's in the base model as spares in the box if needed, it's a ripoff & they use the already paid for modules for warranty service. Unless the RAM is soldered to the MB, I go with the base amount & upgrade when on promo. Same with GPU if applicable. 

Anyway, it's good to take pics & document everything & even better, start learning to do some of these jobs yourself. There's lots of forum assistance, online manuals, that was likely a less than 15 minute job, obviously rushed & they don't care how the machine is handled, as long as it's running when it's returned to the owner. That's also why if not interested in self repair, to invest in an in-home warranty service, you can watch everything & learn while doing so.:BigSmile:

Cat

Thank you for your message. I apologize for the inconvenience caused.

I would like to have this checked by the depot team. The depot clicks pictures of systems when they arrive & before being shipped out. This way, we can check if there has been any damage to the system during service.

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.

Glad to hear that Dell does this to prevent liability!:BigSmile:

Makes me wonder how many others does & won't bother with a claim, unless exposed on their tech forums? That's where these issues will get the most attention, more if there's a Facebook or Twitter link system in place. 

Of course, most all major OEM's has both FB & Twitter pages, to attract consumers to their brand. Not just computer brands, also other tech. That's how I shamed one corporation into giving me two brand new replacement devices, by posting a pic of defects on Twitter, then FB. 

The condition was that I'd delete the posts when the new arrived, so I felt that to be fair.:Smile:

Still, this is no reason to let one's guard down & hope that all OEM's for everything takes before & after pics, it's best to take these, preferably in the box to be shipped in, if possible. Better yet, inspect as soon as the incoming replacement or repaired device arrives, many smartphones & some digital cameras has a video option, create one while unpacking. If there's only a still capture camera/smartphone available, these are still better than nothing. Begin while package is still sealed & continue until everything is removed, at all angles. 

Hopefully Dell will find the video that shows no damage & they'll have no choice except to fix any.:BigSmile:

Cat

It's been almost 2 weeks since I put in the request. And I have been getting no updates. I would like to know my how my situation is going to be resolved.