My first laptop would not stay powered on, so I called Dell and they sent me a replacement right away without any issues. Thats when I started having issues with it. For over a year now, I have been having issues with the new laptop. It keeps giving me a BSOD, saying hardware malfunction please contact hardware manufacturer. I have called tech support numerous times.
Call 1 - I let them remote login and check the BSOD files. I was told it was a driver error, so they updated the drivers.
Call 2 - Same thing as first call
Call 3 - I needed to reformat Harddrive
Call 4 - They said I did not update all my drives when I reformated, so we updated again
Call 5 - I needed to reformat again
Call 6 - Stated that I needed to send my laptop in for repairs and would not receive it back for about 2 weeks. Or I could have someone come out to my house and replace the motherboard. The tech on the phone said that after looking at the files and the issues that replacing the motherboard will not fix my problem.
I use this laptop for work and school, so I can't be without it for 2 weeks. Should I keep calling till I get a replacement or what?
You seem to be phishing for a new laptop for free. This isnt going to happen.
Overheating is a common problem that would cause a laptop to shut down.
Report Unresolved Customer Service Issues here I do not work for Dell. I too am a user. The forum is primarily user to user, with Dell employees moderating.
Why would you think I am just phishing for a new laptop? I have done everything the asked me to do. They told me that someone can come out and replace the motherboard, but it will not fix it. Now if that person that comes out to replace the motherboard can tell me something else that might be wrong with it, than I am all for them getting it fixed. The problem is, the phone tech said he will only replace the motherboard and nothing else.
Dell Doesn't have a warranty that gives you a brand new laptop whenever an issue arises.
Dell Does have support options that would "fix" just about any issue ; However these options are not free and cost more than
10 new Laptops. I have Gold Support, Onsite Coverage and 7 x 24 x 365 onsite repair with a dell authorized onsite Tech.
The onsite Tech Alone Costs $250,000 per year. What country are you in? Replacing the motherboard would not fix the issue if the cooling fans are plugged with dust bunnies. It also would not fix bad Ram, Bad Hard Drive, or Driver conflicts, malware etc.
Then you should be able to get better support. Dell is in Round Rock Texas.
Again though you did not pay for 24 x 7 x 365 support with onsite repairs.
The Phishing part is this
"For over a year now, I have been having issues with the new laptop. "
"It keeps giving me a BSOD, saying hardware malfunction please contact hardware manufacturer."
How many Times?
Windows Updates can have undesired effects when users shut the laptop off being angry that it says applying updates do not shut the machine off.
All Dell computers ship with a utility partition on the hard drive that contains the Dell Diagnostic Utility:
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You can try Booting to your Resource Disk, to access the 32-bit Diagnostics on it.
If the computer did not ship with a resource disk or the original diagnostics are not available, download the diagnostics by performing the following steps:
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Yup, I live about 1.5 hours from Round Rock. I guess I will just wait until the repair tech calls me and go from there. See if he will look into other issues it might have.
I would call them again and give them the service request number you should already have. Then explain what you have done and that the techs are giving you mixed responses, then ask to speak to a manager. Then the manager should progress your issue.Let me know how you get on!
They have been known to replace laptops to new ones. Once you have done all the troubleshooting and they feel its the only option they may well replace it.