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9628
August 22nd, 2008 02:00
Technical support cannot diagnose and will not allow me to return the computer
What does it take for Dell to allow a customer to return a laptop for service. I have spoken to the Indian outsourced call center three times for a total of 6.5 hours over the last 6 weeks. I continue to have problems with blue screening with numerous errors. The continue to force me to run diagnostics that I am getting very weary of. They had me swap the memory chips from front to back, do a system restore, run the f8 and f12 suite of diagnostics and they still refuse to let me send it in to be repaired properly, What do I do?
Inspiron 1721 laptop purchased in May
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Maranthis
178 Posts
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August 22nd, 2008 03:00
kajunn
11 Posts
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August 22nd, 2008 04:00
Every failure in a computer can be diagnosed. If it is hardware, it can be replaced. Your warranty is at question. Is it still active? If so then you are entitled for the support. Troubleshooting can and oftentimes take time.
Here are the some TS you might wanna try.
Swap with a known good part. We are speaking hardware here. You suspect RAM is bad, swap with a known good. If it resolves the issue, you can tell tech support that a known good part works. If your contract is for onsite, dell sends the part to the onsite tech and the onsite arranges an appointment with you to replace the part. You can opt for parts only. You see, there are customer replaceable parts. key board, memory, hard disks, cd roms, blah blah blah.... and there are parts that are called field replaceable meaning only a qualified tech must do it. It depends. You cannot call tech support and ask for a suprevisor because your computer blue screens. The supervisor will just listen to you venting out and then eventually hand you over to the tech and still proceed with troubleshooting. So calm down and ask for help nicely and you will get the help you deserve. Do you own a car? if you want your car serviced for a flat tire, that is plain $+uP!d if you get what i mean. You cannot tell DODGE to replace your engine if your car is not starting.
jop1212
2 Posts
0
August 22nd, 2008 18:00
Dell finally agreed to bring my computer in for repair after running the memory tests and the hard drive tests. The MarchS test failed in the F12 memory test. It turns out that they said it is either the memory or the motherboard. They are sending me a box and I am happy, for now. It all started with a boot manager issue, then blue screen issues, crash dumps, 0x0000000? codes, etc.
Thanks
lrisner
25 Posts
0
August 24th, 2008 20:00
How many hours total did you have to invest before Dell reconized a legit problem? How much time is reasonable?
I personally think Dell support puts the customer thru why too much before giving legitimate support.