- Dec 7, 2011
- 8
- 0
- 18,510
Hi...looking for best advice on situation haven't had before. I have a Dell Inspiron 15 5555 laptop, running Windows 10 ver 1607, and it is just a few weeks shy of the one year mark...warranty until 09/21/17.
Was working fine, shut down as normal and then the nest day, press the power button and nothing. Unfortunately this model is on the low end, and doesn't have any light to indicate when power is on, so if there is a problem, you can only really tell no power by not hearing fan or HDD activity or feel anything. I looked up basic troubleshooting...tried different outlets, checked power cord for any damage, took battery out (which should have been at full charge,) pressed power button 30 seconds, and then replaced battery...nothing. I tried once again, battery out, discharge w/power button 30 seconds then replaced battery and plugged in...nothing - think I may have also tried process with power cord only. The led on the power cord does remain lit.
Looked on line for potential problems, and viewed a few video's of model or similar being taken apart to troubleshoot (I am no tech repair...the most I have ever done was replace a HDD in someone's Laptop, and once or twice upgraded memory mod's in a desktop & a netbook. This model laptop has a 'cheap' feel (it was all I could afford at the time) and the plastic does make you concerned about if you should need to pull off the keyboard, etc.
I ended up calling (with massive dread,) Dell Tech Support, giving all the pertinent info & what I had tried so far. The 'tech' seemed to be going through his script, and offered long silent pauses. He then proclaimed it was the motherboard and since it was still under warranty, to send device and cord to their service center in Texas. Asked if I had a box to which I don't at the moment but would have to go buy as well as a decent amount of bubble wrap. My first concern, having never ever even considered taking or shipping a device off to someone to service, was is this absolutely necessary. I pointed out to the tech that on Dell's own site in the Community, an owner of the same model just out of warranty, had the same description, took to a local shop and was told the motherboard was the problem but not worth replacing. The person felt had nothing to lose so opened up to look for anything outstanding, and ultimately saw that there was a lose connection between the motherboard and (and something I can't remember,) tightened a few screws, and the laptop has been powering on for over a year & counting.
The tech didn't answer (perhaps language barrier??) so I asked was there anything else I could possibly do before sending. He asked "do you have a Philip head screwdriver?" Well, I do but I would think that I may need more than that...not sure if for an electronic device if I have the correct sizes. Anyway, I told him "yes,,likely." He abruptly said "i will proceed to instruct you which parts to remove." I first asked if he could approximate how many parts and or time involved (have spent too many 4 to 6 hour phone calls with Dell over the years,) and he counted "12." Doubting my skill level, I asked him that if I should pry something the wrong way, and something - even just a cosmetic feature - should crack or break, it would then no longer be covered under warranty. He confirmed this. I also asked him, if sent to the service center, and it is the motherboard or any other warrantied part, would there be any $$$ dollar amount I may be responsible for - other than the cost of the packing materials, etc. He told me that I would be responsible for all repair if there are signs of damage caused by "the owner" and proceeded to mention, obvious signs of being dropped or liquid spilled on keyboard, etc. (this laptop has not been heavily used, and doesn't even get thrown into a back pack & carted around....generally sits in one spot so that I can use if don't have to go use the desktop. I also asked, given that there would be a minimum of 4 to 5 sorting centers / stops the package would make, if the device is being jostled or banged around in transit, and it arrives with a problem due to this, I and the technician's wouldn't know this, and how would I know if they wouldn't turn around and tell me that I am at fault and would have to pay. No answer. Last question was privacy concerns, and he 'assured' that their technicians only do what they have to and privacy should not be a concern. Hmm??
In the moment, I decided...I am a mere novice...not talented like most users here & elsewhere on the internet, and that it is still under warranty. So I decided that having him 'guide me through the process' which would likely be hell because there is impatience on that side, and usually tech not understanding basic questions and or, them speaking and not being able to understand pronunciation, and have to keep asking to repeat and take a good guess....to send me the FedEx label and info.
Later that evening, went online via PC, and looked up Dell Tech support & laptops and came across some pretty 'harsh' accounts of really bad experiences not only with telephone support but with what I was looking for - sending to Service Ctr. One site it appeared that many who sent devices under warranty were left without their laptops for well over specified timeframes, and then told that the repair was not covered. There seemed to be a general consensus that Dell will do everything it can to get out of honoring a warranty and so on.
So, I am here to ask for any & all advice...with no past experience of sending away a device (oh and sort of funny that the emailed instructions say to make sure device is not password protected because the Tech's need to access OS to run diagnostics....my device won't power on....I can't undo anything or backup!) & little, very little experience making any physical changes to devices, should I make an attempt to perform some exploratory surgery, and hope to find a lose connection on the patient or send it away, as it is still a few weeks under warranty?
Advice & thoughts most welcomed.
Thanks
(see continued question)
Was working fine, shut down as normal and then the nest day, press the power button and nothing. Unfortunately this model is on the low end, and doesn't have any light to indicate when power is on, so if there is a problem, you can only really tell no power by not hearing fan or HDD activity or feel anything. I looked up basic troubleshooting...tried different outlets, checked power cord for any damage, took battery out (which should have been at full charge,) pressed power button 30 seconds, and then replaced battery...nothing. I tried once again, battery out, discharge w/power button 30 seconds then replaced battery and plugged in...nothing - think I may have also tried process with power cord only. The led on the power cord does remain lit.
Looked on line for potential problems, and viewed a few video's of model or similar being taken apart to troubleshoot (I am no tech repair...the most I have ever done was replace a HDD in someone's Laptop, and once or twice upgraded memory mod's in a desktop & a netbook. This model laptop has a 'cheap' feel (it was all I could afford at the time) and the plastic does make you concerned about if you should need to pull off the keyboard, etc.
I ended up calling (with massive dread,) Dell Tech Support, giving all the pertinent info & what I had tried so far. The 'tech' seemed to be going through his script, and offered long silent pauses. He then proclaimed it was the motherboard and since it was still under warranty, to send device and cord to their service center in Texas. Asked if I had a box to which I don't at the moment but would have to go buy as well as a decent amount of bubble wrap. My first concern, having never ever even considered taking or shipping a device off to someone to service, was is this absolutely necessary. I pointed out to the tech that on Dell's own site in the Community, an owner of the same model just out of warranty, had the same description, took to a local shop and was told the motherboard was the problem but not worth replacing. The person felt had nothing to lose so opened up to look for anything outstanding, and ultimately saw that there was a lose connection between the motherboard and (and something I can't remember,) tightened a few screws, and the laptop has been powering on for over a year & counting.
The tech didn't answer (perhaps language barrier??) so I asked was there anything else I could possibly do before sending. He asked "do you have a Philip head screwdriver?" Well, I do but I would think that I may need more than that...not sure if for an electronic device if I have the correct sizes. Anyway, I told him "yes,,likely." He abruptly said "i will proceed to instruct you which parts to remove." I first asked if he could approximate how many parts and or time involved (have spent too many 4 to 6 hour phone calls with Dell over the years,) and he counted "12." Doubting my skill level, I asked him that if I should pry something the wrong way, and something - even just a cosmetic feature - should crack or break, it would then no longer be covered under warranty. He confirmed this. I also asked him, if sent to the service center, and it is the motherboard or any other warrantied part, would there be any $$$ dollar amount I may be responsible for - other than the cost of the packing materials, etc. He told me that I would be responsible for all repair if there are signs of damage caused by "the owner" and proceeded to mention, obvious signs of being dropped or liquid spilled on keyboard, etc. (this laptop has not been heavily used, and doesn't even get thrown into a back pack & carted around....generally sits in one spot so that I can use if don't have to go use the desktop. I also asked, given that there would be a minimum of 4 to 5 sorting centers / stops the package would make, if the device is being jostled or banged around in transit, and it arrives with a problem due to this, I and the technician's wouldn't know this, and how would I know if they wouldn't turn around and tell me that I am at fault and would have to pay. No answer. Last question was privacy concerns, and he 'assured' that their technicians only do what they have to and privacy should not be a concern. Hmm??
In the moment, I decided...I am a mere novice...not talented like most users here & elsewhere on the internet, and that it is still under warranty. So I decided that having him 'guide me through the process' which would likely be hell because there is impatience on that side, and usually tech not understanding basic questions and or, them speaking and not being able to understand pronunciation, and have to keep asking to repeat and take a good guess....to send me the FedEx label and info.
Later that evening, went online via PC, and looked up Dell Tech support & laptops and came across some pretty 'harsh' accounts of really bad experiences not only with telephone support but with what I was looking for - sending to Service Ctr. One site it appeared that many who sent devices under warranty were left without their laptops for well over specified timeframes, and then told that the repair was not covered. There seemed to be a general consensus that Dell will do everything it can to get out of honoring a warranty and so on.
So, I am here to ask for any & all advice...with no past experience of sending away a device (oh and sort of funny that the emailed instructions say to make sure device is not password protected because the Tech's need to access OS to run diagnostics....my device won't power on....I can't undo anything or backup!) & little, very little experience making any physical changes to devices, should I make an attempt to perform some exploratory surgery, and hope to find a lose connection on the patient or send it away, as it is still a few weeks under warranty?
Advice & thoughts most welcomed.
Thanks
(see continued question)
) He only requested that I make note on the repair form, that the HD is with me so the technician "will have a clear idea." So, I will remove the HD, and prepare to send it on it's journey.
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