Inspiron 7391 2-in-1, not starting, escalation

Question

This mail is to draw your attention towards the issue I have been facing with my new Dell Inspiron 7391 2-in-1.   I bought my Dell Inspiron 7391 2-in-1 series  from Cincinnati, USA on  February 24, 2020. I had plans to travel to India and due to the Covid 19 situation I have been stuck in India ever since.  Since the last two weeks I started facing issues with my Inspiron 7391 2-in-1. First, the WiFi driver was not able to identify any network and therefore I was not able to connect to the internet. To resolve this issue I contacted Dell service support and as I was following the steps to resolve the problem, the Inspiron 7391 2-in-1 stopped powering on. I waited for a day and then tried to switch on the Inspiron 7391 2-in-1 when the keyboard lights went on and the Inspiron 7391 2-in-1 quickly heated up beyond normal limits and I had to force shut down by pressing the power button.   After this point I did not try to power on the Inspiron 7391 2-in-1 as I felt the switching on could be potentially dangerous.   I can assure you that there is no damage from my side and all of the aforesaid issues are due some internal hardware/software problem.   I have been trying to convey my issue to the Dell support Team in India and USA. There has been no help from their side. I keep getting different information from the support representatives. My calls have been transferred and disconnected multiple times. I have waited long time time to talk to the representative only to get transferred to some other department. As per the USA support team I transferred my warranty and ownership over to India to avail the free repair services in India. However the team in India is not recognizing the transfer and asking me to pay for the warranty.   In any case, it  is clear that the company has sold me damaged product, for which I paid a hefty amount. I have not even complained about the possible loss of my data.This is completely unfair. I have constantly been told about the company policy of not accepting foreign warranty. Is it in the company policy to sell damaged goods and then shrug of all  its responsibilities  to help their valuable customer.  As a loyal customer I feel cheated. It is not my fault and I am not willing to pay for any kind of service. I have been very patient up until now, but there has been no attempt from company's side to help me or at least come to mutual agreement. If further this, my issue is not taken seriously, I would be forced to take a different course of action.

DELL-Jesse L · Answer

shilpapandya,   Apologies for the inconvenience your having to deal with. The warranty has not switched to India at this time. When did you transfer the warranty?

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.

shilpapandya · Answer

I had tried this once when I was on a call with customer care and nothing was displayed on the screen. I tried this again as suggested by you and the same thing happened. In short, my laptop is not starting. I can see the light on the keyboard but nothing is displayed on the screen. On top of it, its heating up very fast.

shilpapandya · Answer

I requested for the warranty switch on 7th July. I received an email that my transfer was successful. I also had a chat with a DELL support member who confirmed that my warranty is transferred to India and when I check my warranty details online using the service tag, it shows the updated details.

DELL-Jesse L · Answer

shilpapandya,

Click here to update the system bios.

Follow the information to run the diagnostics on the computer.

Running the ePSA diagnostics

Steps

Turn on your computer.
As the computer boots, press the F12 key as the Dell logo appears.
On the boot menu screen, select the Diagnostics option.
Click the arrow at the bottom left corner.
Diagnostics front page is displayed.
Click the arrow in the lower-right corner to go to the page listing.
The items detected are listed.
To run a diagnostic test on a specific device, press Esc and click Yes to stop the diagnostic test.
Select the device from the left pane and click Run Tests.
If there are any issues, error codes are displayed.
Note the error code and validation number and contact Dell

DELL-Jesse L · Answer

Hello shilpapandya,

Remove external devices and perform a Hard Reset

1. Perform a full shutdown on the computer. (Do not suspend or hibernate)
2. Remove all the external peripherals, if any, connected to the system. a. For laptops: Remove the battery (if the battery is Customer removable unit CRU) and unplug the power cable from the system
3. Check for any removable media in the system and remove if present. i.e. DVDs, USB drives, SD cards
4. After unplugging, press the Power button for 15 seconds to drain any residual power from the computer. a. For laptops: Reinsert the battery and plug in the power cord. If the battery was not removed, then plug in only the power cord. Let me know if this resolved your issue or not and we can continue troubleshooting.

shilpapandya · Answer

As I mentioned, the laptop is not starting for me to properly shut down. Battery is not Customer removable unit. We have tried to turn on with and without power cord. I have tried all this as suggested by so many other dell customer representatives. i really want DELL to either replace this device with a new one or I would like to return this damaged product. It has now been 3 weeks. I really want a solution. How long can I go on trying the same steps.

Naks · Answer

Just take it to a carry in service center,

Dell agents have too much pressuring responding to customers- especially Mon & Fri.

Diagnosis with Social Media team could be troublesome at times, as different agents will attend to you & ask same things all over again.

Phone team can only remote diagnose & then send out parts.

So if you take it to the service center, they can check your dead unit thoroughly.

Maybe adapter, dc in cable or motherboard was faulty. Maybe there was some electrical miscontact inside.

DELL-Jesse L · Answer

Hey shilpapandya,   I know it is beyond frustrating and I surely apologize. I also checked the warranty transfer and it is transferred to India.

shilpapandya · Answer

I just want them to confirm if my warranty is valid in India. I bought this laptop in the US and traveled to India with it. Due to Covid-19 I am stuck in India and the laptop is not starting. After numerous calls with Dell Customer care, DELL US told me transfer the ownership and warranty to India. The transfer is successful and they confirmed that with an email. After this I tried to contact Dell India for assistance, but they are not recognizing the transfer. After this point I am getting no help from Dell. Dell US says the transfer is complete and Dell India says its not. I am not sure if I visit to the nearest service center they will check my laptop and not charge me for the service.

DELL-Jesse L · Answer

shilpapandya,

Did you read the information about the LEDS on your computer I sent you? If so, what were they showing. If nothing, send me in a private message by clicking on my name in the forum with the following information.

Name, address, city,state, zip code, country, country code, email address and phone number.

shilpapandya · Answer

Is there a way to convey this to India team. Why cant they recognize this transfer? I check my warranty status online and it shows the Country as India. Should I directly take this to the nearest Service center? Is there any other way to convey this to India team?

DELL-Jesse L · Answer

shilpapandya,

I just spoke with my manager. She says that the basic warranty is not an international warranty and nontransferrable. This is why India's support cannot see any transfer. So now you have to reach out to Paid support.
.

shilpapandya · Answer

Really ?

1. I got a damaged product. It has not even been 6 months.

2. For 3 weeks I am chasing Dell and followed everything suggested by them. And now you suddenly tell me the transfer is not possible.

3. I am stuck due to Covid-19. Its already a difficult situation. Do you think I can ever trust this company ?

I really feel so sad about this. I do not want this laptop. I did not expect the new to not work in just 4 months. I really regret my decision of buying a DELL laptop.

Just tell me if I manage to get my laptop back to US somehow, can I return this ?

ejn63 · Answer

You can return a system for any reason for 30 days following shipment. After that, it's warranty repair only when needed.

If you want service in India, assuming the system model is sold (and therefore supported) there, you'll need to purchase an upgrade to onsite service - which is a pre-requisite for international transfer of the warranty.

Customer Care

Running the ePSA diagnostics

Steps

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