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June 2nd, 2021 10:00
Dell Support - motherboard fix/replacement
Hi Folks.
I've been trying to get a response from Dell Support for quite sometime now. I bought a high end gaming computer in Feb 2021 and I went to add a pci expansion card for an m.2 nvme and either the card was bad or there was something on the mobo but it appears I burned out the pci-e slot. I'd like to have the motherboard repaired, fixed or replaced. I'm willing to pay out of pocket since it was my error but it seems support is too overloaded to reply. The phone system is down - constantly hangs up stating there is a technical issues and I've been waiting on whatsapp for almost a week with 1 reply which says something like "get ready we're about to help you out" but then crickets. I don't get it. I pay over $4K for a computer but the moment an issue needs attention - go away. I almost bought 5 more because it's a great computer and I was going to outfit my staff but I'm glad I didn't. Oh but I did get about 4 calls asking why I cancelled my order!
Anyone else have this issue? Any idea on how to escalate? Is there any point? Or should I just buy a new motherboard on ebay?
Kevin
ejn63
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June 2nd, 2021 11:00
If you haven't, unplug the system, disconnect the battery from the system board and hold the power button for 30 sec. Then re-try a known good NVMe drive in the M.2 slot and see if the system recognizes it.
If the slot has been damaged, there's no way to repair the system board - the only option will be replacement, and on a current system, you're unlikely to find a third-party source for a board. You will need to contact Dell Out of Warranty repair for an estimate (and if this is an Alienware system, expect well into four digits for just the board, depending on the CPU and GPU it has). Even the G-series boards are upward of $1K to replace.
Out of warranty support:
https://www.dell.com/support/kbdoc/en-us/000132374/how-to-arrange-an-out-of-warranty-repair-on-your-dell-system