Is dell warranty worth pursuing over minor hardware issues?

Cylocybin

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I have a dell thats under warranty but lately Ive been wondering if its worth using for smaller problems

problems:

gigabit ethernet port dead (would like to use it)

Is this a petty problem i should handle myself like buying a usb-c ethernet adapter and paying a shop to replace the space bar?
 
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thecold

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A dead ethernet port, Yes. A sticky space bar, depends. You didn't drop any liquids into it did you?
 

Cylocybin

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how long should i expect for it to take during the process of having it repaired
 

Dan_D

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It depends on what it is. Servers and workstations have an excellent warranty and you can have parts by the next business days and a technician to install them as well. Consumer grade stuff is another matter. I don't know how they are doing it these days. The Ethernet port on the motherboard being dead isn't a minor thing. A new motherboard needs to be installed for that.
 

thecold

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I would send it in. Sometimes a dead ethernet port is just a dead ethernet port. Sometimes a dead ethernet port is a slow painful failure. As for turn around, it usually depends on stock and availability of parts. The best you can do is hope for the best, expect the worst.

I generally pay for business laptops and onsite repair so I can't say much on that part.
 

Dan_D

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its an alienware 17 r4 i7 7700/1070

I'm not sure how Alienware warranties are handled in terms of turn around time. I just know what it is for servers, workstations and commercial laptops.

I would send it in. Sometimes a dead ethernet port is just a dead ethernet port. Sometimes a dead ethernet port is a slow painful failure. As for turn around, it usually depends on stock and availability of parts. The best you can do is hope for the best, expect the worst.

I generally pay for business laptops and onsite repair so I can't say much on that part.

No, a bad Ethernet port requires the same fix whether its totally dead or experiencing hardware related issues. It's integrated into the motherboard so that motherboard always gets replaced. It doesn't matter if we are talking about a consumer grade pile of shit bought from Office Max or a server bought directly from Dell. The fix is always the same if we are talking about integrated controllers.


That's for commercial and server systems as I said. Typically, consumer grade stuff has a much slower response time and gets handled entirely differently.
 

Dan_D

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I've never heard of or seen Dell send onsite technicians to fix consumer grade hardware. I've certainly never seen that happen on the next business day. Ordinarily, you send the hardware back to Dell for repair or you take the hardware to an authorized service center for repair. That's pretty much how it always works on the consumer side. On the commercial side, they send technicians and parts within 4 hours or next business day depending on the SLA you have with Dell on that particular piece of hardware.
 
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Consumer grade stuff doesn't offer the CompleteCare level for onsite warranty repair or replacement, only the commerical stuff aka "business class" hardware like Latitudes, Precisions, OptiPlex, etc, offer those options which is why I never ever ever ever ever buy consumer grade "pretty shiny shit" computers. :)
 
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Apples to oranges(and Alienwares to Latitudes) here, but I've just gone after Dell to fix a fingerprint reader that works only 15% of the time. They wanted me to ship it in, and, I told them no. I didn't get an on-site warranty to ship it off somewhere and be without the device for a week, I got it so I'd be down an hour while they swap out the bad part.

Then I realized I was on day 29 of my 30 day return window since it was an outlet PC and boxed it back up and shipped it off for refund...but that's another issue altogether. The point was "you bought a unit with a warranty, use it to fix your problem".
 

KarsusTG

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Apples to oranges(and Alienwares to Latitudes) here, but I've just gone after Dell to fix a fingerprint reader that works only 15% of the time. They wanted me to ship it in, and, I told them no. I didn't get an on-site warranty to ship it off somewhere and be without the device for a week, I got it so I'd be down an hour while they swap out the bad part.

Then I realized I was on day 29 of my 30 day return window since it was an outlet PC and boxed it back up and shipped it off for refund...but that's another issue altogether. The point was "you bought a unit with a warranty, use it to fix your problem".

This. You already paid for it, why not use it.
 

Cylocybin

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Very true. Just had a little bit of uncertainty considering a lan port is cheap to replace via usb but yes.. gonna pursue it.
 

cyclone3d

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I would send it in. Sometimes a dead ethernet port is just a dead ethernet port. Sometimes a dead ethernet port is a slow painful failure. As for turn around, it usually depends on stock and availability of parts. The best you can do is hope for the best, expect the worst.

I generally pay for business laptops and onsite repair so I can't say much on that part.

Last time I sent a laptop in to Dell for warranty repair it came back not working properly AND not assembled properly. Since then, if Dell wants me to send a machine in to the repair depot I tell them no and to send a tech to fix it.

I usually just do a parts only dispatch and replace the parts myself unless it is something that could potentially be something else besides what I think it is. But I am in IT and have been working on OEM machines almost 20 years now and was even doing onsite Dell warranty repair for 2 years solid so I know my way around them pretty well.
 

viper_0307

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If it's under warranty, you paid for it already, use it. For Ethernet definitely. For the keyboard, I may just look for one on eBay and do a replacement. Back up your data before you send it in. I had Dell replace my display assembly onsite at home. Dell threw it in when I was negotiating a deal.

If Ethernet is integrated to motherboard, the board is replaced, this may throw off Windows activation. If modular, you be okay.
 
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Very true. Just had a little bit of uncertainty considering a lan port is cheap to replace via usb but yes.. gonna pursue it.

A USB NIC to replace an onboard NIC is something I'd tolerate only as a stopgap until the tech gets there to replace the motherboard. And on a laptop? If you like dongles that much, buy an Apple.
 

viper_0307

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pretty sure the lan is soldered onboard

You're spot on with this; everything is integrated. My friend had an Alienware 17 R3 which would not power on and was out of warranty, just under two years. Micro Center's diagnosis was the systemboard. Fortunately it was resolved via a BIOS reset using a pair of tweezers. My friend said if I can revive it, keep it. If not, harvest its organs.

Good luck with the warranty service. It's not a cheap laptop.

I cannot stress enough, back up your data before you send it in. The one time I had a motherboard replaced, I had to reinstall Windows and get it reactivated.
 

Cylocybin

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Update:

Initiated Dell Online support he ended up coming to the conclusion that lan port was dead. Theyre shipping the motherboard to the tech, hes supposed to call me between tomorrow and thursday to discuss coming to the house to do the swap.

Very very cool!

this is the parts list

Status: Pending Dispatch Processing

Call type: Not Available

Qty Part # Description
1 D51CG ASSY,PWA,PLN,I7-7700HQ,NV,G2,8
1 PC0XY CRD GDE,W8P/10P/10H,SERVICE
1 WNCVH SVC,ALSOSHIP,7RMPY QTY2,06335

Im assuming its a motherboard, some thermal grease and a Windows 10 serial?
 
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viper_0307

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Update:

Initiated Dell Online support he ended up coming to the conclusion that lan port was dead. Theyre shipping the motherboard to the tech, hes supposed to call me between tomorrow and thursday to discuss coming to the house to do the swap.

Very very cool!

this is the parts list

Dispatch 360596562
Status: Pending Dispatch Processing

Call type: Not Available

Qty Part # Description
1 D51CG ASSY,PWA,PLN,I7-7700HQ,NV,G2,8
1 PC0XY CRD GDE,W8P/10P/10H,SERVICE
1 WNCVH SVC,ALSOSHIP,7RMPY QTY2,06335

Im assuming its a motherboard, some thermal grease and a Windows 10 serial?

Make sure your Windows is activated. Glad to hear the progress.
 

viper_0307

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you mean make sure its activated before he leaves and its signed off?

Yes, if it's a new motherboard, most likely another key. I had a motherboard swapped once to fix a problem and Windows was not activated. In all honesty, if the guy is fixing a problem, he shouldn't be causing you a new one.
 

Cylocybin

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Dell tech emailed me at 730am this morning to confirm visit. Arrived at about noon got a text at 130 he was done (i wasnt home)

No software installed left license code for windows on desk.

Heres hoping all is well when i get it loaded up. Interested to see gpu temps etc . mine ran on load 63-64c max ..i know,online ppl report higher temps so im hoping i dont fall out of the above average bracket
 

Cylocybin

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Update.

Started up overwatch ..not more than 1 min into the game it crashed something like dxdag fatal error something happened with rendering device. Rebooted now system doesn't show a gtx 1070 installed just onboard
 

Cylocybin

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Apparrently gpu died. I refused onsite and they're sending me a return box to ship it in.

I knew it.. I knew this wasnt going to be as easy as it seemed.
 

Cylocybin

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Flashing bios made gpu get detected but ran game again and happpened again. All i can do now is wait on dells shipping label and box, send it off and wait.

Damn, I knew i should have just bought a use ethernet adapter lol
 
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Except, then you'd have a broken laptop that's still not fixed under your bandaid.

Now you have a broken laptop that's getting fixed.

So, look on the bright side!



That said, I bought a Dell 7490 a month ago with a fingerprint reader that was unreliable. I returned it. I bought another one a few weeks later, and got the same laptop back. Same problems still. Returned again. So, bad luck happens.
 

Cylocybin

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update

received the box next day to ship it to them. Shipped Saturday, on its way.

Nervous. Anxious. Worried.
 
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Cylocybin

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Laptop arrrived to repair depot monday july 9 11am .. Dispatch tool hasnt shown any progress since saying laptop recieved although in the tool it says next update would be tuesday july 10th .. No update. Tool also says expected return time is wednesday july 11. I know i sound impatient and it hasnt been a long time but its been too much time to read way too many negative reviews about dell lol ..so ..yea im losing a little sleep worrying about it lol
 

Cylocybin

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Dell repair status updated to "begin diagnosis" with updated completion date of tomorrow july 12th (which I know may or may not reflect actual )

Glad to see it began. Amazing the amount of impatience and anxiety this type of situation causes lol
 

Cylocybin

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Tool updated to shipped !!

The repair list was

1 ac adapter -maybe something happned to it?

2 motherboard

3 heatsink


Man it hope she comes home 100% but nice to see a quick turnaround
 

Cylocybin

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Laptop arrived. Gpu not working still. Artifacts, errors, dell support is doing the software support hoopla.. I jist want my broken rj-45 board back :(

Very much sad and frustrated
 

Cylocybin

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support decided to attempt waiving a 3rd repair and has escalated my ticket to upper management for approval or a system exchange. 24-48 business hours etc

With my luck its probbaly just going to be a wasted 3 days I could have used to get the system shipped back to them but we shall see.

Fingers crossed for exchange approval but will not hold my breath
 

Cylocybin

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Just got a call from Exchange dept confirming the process will start tommorrow. Said up to 3 weeks .. Etc said factory will send a matching system config from open box refurbs immediately if available if one isnt available they will email a proposed system config for me to look over and accept etc etc
 

Cylocybin

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Just got an email with a proposed config for replacement. All specs exceed my current gtx 1070 machine. I'm ecstatic but I only hope it arrives fully functional.
 
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