URGENT HELP Dell Computer broke

russelluk

Hope someone can help ? I have a dell computer 9200 since they replaced my hard drive I have been unable to run the special Dell diognostics on the machine. I have phoned about 15 times to try and resolve the problem but still no further forward. They replaced my motherboard thinking it might be that nope it was not that. My computer came back from dell battered and scratched to hell so i phoned again told them that i was not happy and I still had the same problem with the diognostics and i wanted my case replaced they agreed to replace the case and also said they would put yet another new motherboard in. Computer just came back with yet the second new motherboard still broke though ? I phoned again and told them they should just replace the the system they said that i should try another motherboard this will be the 3rd.
Do I have to accept that 3rd repair or can i ask them to replace it with a new computer. Im expecting a call from Dell on Monday 21st sep what should i do any help out there ?

Thanks
Russell

Debt_Free_Chick

Wait and see what the call is. It might be a specific support guy who will tell you that they will resolve the issue within one week. This happened to me.

I'd had 2 MBs, new HD, returned to base 4 times. Then I got the "my name is ...... and I will resolve this within one week". First, he sent an engineer out "as a gesture of goodwill" (because my warranty was return to base, only). Engineer replaced just about everything ... HD (again) MoBo (again) but still got the STOP errors & BSOD trying to load windows.

Same support guy calls me the next day - new lappie delivered within a week. Mind you, my lappie was only 5 months old at the time.

How old is yours?

russelluk

yeah thanks for your reply. The computer is about 7 month old I told them i wanted the replaced coz i have had so much trouble with it. He said give us another chance to fix it? LOL they had so many chances not only at home and at base and on phone. I would never buy another computer from DEll Tech help from india useless. Any ways I was hoping I could just refuse another repair and have it replace guess I have to wait see it it can be fixed.

Russe;;

Debt_Free_Chick

I think the knack is to remain calm, patient & polite - don't shout demands as you want them to "go that extra mile" for you.

I've had five Dells - and this is the only one I've had a problem with. Personally, I find Dell Support in India excellent. You have to think of the tens of thousands (hundreds of thousands??) customers they have. They range from the "know nothing" to the "fairly experienced" user. They have to be able to resolve many issues over the phone - and I'll bet they do - as they can't simply send out an engineer for every case. Even returning the unit to base costs Dell money.

I think India (and some in Pakistan) do an excellent job under the circumstances.

So ... you're gonna have to play the game Dell's way in the hope that they get to the point whereby they realise it's more economical to replace.

CHR15

Is the machine actually broke??

Does it really matter if Dells Diagnostics software doesn't work??

Debt_Free_Chick

CHR15 wrote: »

Is the machine actually broke??

Does it really matter if Dells Diagnostics software doesn't work??

That's a good point, actually. DD is generally only necessary when you call Dell Support - they use it to give them an idea of the likely problem. Actually, they use it to "diagnose the obvious" and therefore deal with many simple problems.

If DD is not on the hard drive, then its on the CD supplied at point of sale and you just run it from there. If the CD/DVD drive is the problem, then the techies have other methods to get it to you e.g. via a weblink.

An experienced Dell customer might run DD and then call tech support to say "I've run DD with no issues", but it's on the CD and doesn't need to be on the HD.

Odd that it wasn't put on the new HD, though. However, I'm sure it could simply be copied across - ideally on to the restore partition.

russelluk

Hi thanks alot for your inputs. The reason I want the Diognostics to work is because when i phone Dell they tell me to run the DD when I explain im unable to run them from hard drive and CD that they supplied. I have to go through all the tech stuff with them change your bios settings disconnect cds media card change boot and so.

Then they are unable to find out what the problem is so the computer has to go back to base although i paid for the home warranty and also im on the phone each time over 1 and a half hours on the phone. Evertime I phone Dell we seem to go through the same thing over and over, so eventually I asked to have it replaced this has been going on for months not a couple of weeks. All I want is a computer that works properly I have now found that since the 2 nd motherboard was fitted im left with a problem with the network card will not allow me no more than 348k when I should be getting 20 mbs tried all the settings in the network card but nothing. And i noticed my sound card keeps disapearing so i have to take it out and replace than load the drivers I have to do this every time I log onto windows. So guys this is why I would like them to replace it not just the DD.

Thank you all for your input but I still not sure if I can just refuse another repair?

Thanks

Russell

Blacksheep1979

Have you thought about maybe getting the other issues sorted rather than the Dell diagnostics working? Are you sure this possibly isn't continual errors with the computer (possible but unlikelly) and maybe not user error?

CHR15

It's unlikely the network speed has anything to do with the PC. More likely the ISP.

The soundcard issue may be a driver conflict somewhere, it may be picking up an old/different driver on a reboot. Almost all mainboards these days have integrated (onboard) audio, if you are re-seating it, there must be a card fitted. There are some BIOS tweaks to disable the onboard audio but I'm sure Dell support would have walked you through this step.

Difficult to help without more information.

penrhyn

Drivers and Diagnostics for the Inspiron 9200 are here:-

http://support.dell.com/support/downloads/devices.aspx?c=us&cs=19&l=en&s=dhs&SystemID=INS_PNT_P4_9200&os=WW1&osl=EN

Didn't think they had made the 9200 for a few years?

Godders

MOVING THREADS FOR BETTER RESPONSES


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Hopefully someone in Techie will be able to help