Inspiron 15 5570, Will not power up at times

Question

I bought my laptop in November and only sporadically used it over the last several months.  The factory warranty is good until March 26. A week ago I went to turn it on and it would not turn on. I thought that it needed to charge so I plugged it in. I then powered up and the battery was fully charged. Then on Sunday it did the same thing. No matter what I did, it would not power up. I contacted support and it actually booted up. The support guy was nice and I could understand him pretty well. He ran a hardware check and everything checked out. Then he ran an update on the Bios and said 'It's resolved'. He sent an email so that if I had issues I could get back in touch with him. Monday morning it did the same thing. I emailed back and told him. They replied right away and said I would get a call back. Two hours later the laptop finally powered up again but I still wanted the call back because the problem is NOT resolved. I didn't get a call back that day.  Tuesday the laptop did power up and I emailed back to say that I still have an issue and never received a call. They responded quickly saying that I would get a call that day. I didn't get a call back. Wednesday the laptop did not power up and I emailed back again with a video showing that the power cord was attached and had a green light. All this time I'm thinking I'm going to get the same guy so that we don't have to start from scratch. He knows what he has already tried, etc. I called the support line after two hours of not being able to power up. I plugged and unplugged, I held down the power button etc etc!! As soon as I get on the phone with them the damn thing powered up. He had a hard time understanding me. He kept asking me if the power adapter was plugged in and had a green light. I told him more that five times that it did have a green light. He just did not understand anything that I said. Then he was asking me what the issue was because it had powered up. It didn't matter to him that it had been two hours of me trying get it to power up before it actually did power up. He was a little difficult to understand and I was very frustrated that I had to start over with a new person AND he was asking the SAME questions. I watched him download the BIOS update that the first guy downloaded on Sunday. Then he downloaded something that had to do with WIFI/Bluetooth and two downloads that were graphics drivers. WHAT DOES THAT HAVE TO DO WITH A LAPTOP NOT POWERING UP? After the call he transferred me to a supervisor. He kept saying the issue was resolved and I kept saying, NO!!! It may be resolved, it is booting up now, but it may not later. I could not make them understand this!!! They would not listen. Today, Thursday, the laptop would not power up. I videoed again, then I got an error about the BIOS and needing to run Setup. I called support again, and got a new guy. He started asking the same questions. I asked, 'can you see the other calls that I have made this week?' He said yes, and he sat there and reviewed the notes. THANK YOU!!! At this point I'm trying to run the BIOS Setup which is above my head. He says to turn off the computer, when I do and reboots it does not know my pin so I had to reset it up. I was trying to do that and he was talking about something else, I get my pin reset and he keeps trying to help me reset my pin. I told him five times that I already got that done and he could not understand! I kept telling him that I was in, the computer was on and I was logged on to my computer and he asked, what is wrong then? You are in. I completely lost it at this point! He finally said that he would send me a box to mail back my laptop so that they could fix it. Funny because I do not think they understand what is wrong with it!!!!! It keeps powering up! He ran another hardware check, we did that on Sunday too. Yes it came back as nothing was found, all tests passed. It must just be me!!! LOL Funny, as I was typing this on another computer, I tried to power up the laptop and it would not power up, but now it is. I completely understand that they are working on the language barrier issue and I tried to be patient but when I have gone through the same thing so many times and talked to a supervisor and I still cannot make them understand my issue, then I think they should refer me to a person that has English as their native language. This guy could not understand me when I was trying to give him my mailing address. I'm not sure that the box will make it because I couldn't get that information through to him. Can I just email you my address instead of trying to make him understand the letters??? Rant over, I'm not happy with Dell right now. We bought some new computers for work and chose not to go with Dell.

DELL-Cares · Answer

We tried reaching you on a private message but did not receive a response. Please feel free to reply to the private message whenever you are available.

LSUMillers · Answer

The support team was to be sending me a box to ship back for support to fix my issue. I received an email from them. The address is not close to my address. They just picked a random person with the same name to send the box to after I spent 15 minutes trying to spell out my address.

LSUMillers · Answer

I'm back. My laptop has not started for over a week. Rahul had me unplug the adapter, press and hold down the END key, and plug the adapter back in while holding down the END key. It turned on. He said that it was the power button and that they needed to replace the motherboard. I'm a little optimistic. We will see.

Inspiron

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