Computers & Electronics

Any experience with Dell's out-of-warranty support?

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  • May 16th, 2020 7:19 pm
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Any experience with Dell's out-of-warranty support?

Looking online, looks like I can pay $50/$80 to send into Dell for diagnostics. I was talking to the person on the phone and they looked up $189 to replace my motherboard (XPS 15 9560) if indeed that was what it took.

This seems reasonable, but also almost too good to be true? My understanding is the CPU is soldered on and I have the i7-9900Q (or whatever the i7 was), so motherboard+CPU+anything else soldered on is $189?

I guess $50-$80 isn't the end of the world, but I'm basically expecting to have to replace some hardware but $200 vs something like $900 repair are very different.

Has their out-of-warranty support be good and fixing issues, and not causing new ones? Is it worth considering a local/Dell-approved repair shop locally?
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Yeah most of the smaller, thinner or just plain newer laptops have a BGA CPU which would be soldered onto the board. I guess this is related to the other thread where it was giving issues? It's totally dead now?

In the other thread you said it was a 7700HQ and yeah you'd have to find another same-model board with the same CPU (or a better one) for less than $190 CAD, which I doubt you'll find. That was a $400ish USD part (the CPU alone I mean) when it came out and yeah it's a few years old now but looks like complete boards are going on eBay for like $800-900 :eek: with that CPU.

So the $190 seems like a pretty darn good deal, by comparison. Otherwise you'd probably be into buying a new (or other used/refurb) laptop instead I'd think :| Have no idea what their service is like though, perhaps someone else will comment.
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ES_Revenge wrote: Yeah most of the smaller, thinner or just plain newer laptops have a BGA CPU which would be soldered onto the board. I guess this is related to the other thread where it was giving issues? It's totally dead now?

In the other thread you said it was a 7700HQ and yeah you'd have to find another same-model board with the same CPU (or a better one) for less than $190 CAD, which I doubt you'll find. That was a $400ish USD part (the CPU alone I mean) when it came out and yeah it's a few years old now but looks like complete boards are going on eBay for like $800-900 :eek: with that CPU.

So the $190 seems like a pretty darn good deal, by comparison. Otherwise you'd probably be into buying a new (or other used/refurb) laptop instead I'd think :| Have no idea what their service is like though, perhaps someone else will comment.
Yep, seems the laptop just won't turn on anymore. Anything I try, can't even get to the Dell screen anymore and certainly not into windows
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Kaitlyn wrote: Looking online, looks like I can pay $50/$80 to send into Dell for diagnostics. I was talking to the person on the phone and they looked up $189 to replace my motherboard (XPS 15 9560) if indeed that was what it took.

This seems reasonable, but also almost too good to be true? My understanding is the CPU is soldered on and I have the i7-9900Q (or whatever the i7 was), so motherboard+CPU+anything else soldered on is $189?

I guess $50-$80 isn't the end of the world, but I'm basically expecting to have to replace some hardware but $200 vs something like $900 repair are very different.

Has their out-of-warranty support be good and fixing issues, and not causing new ones? Is it worth considering a local/Dell-approved repair shop locally?
If you send it to Dell directly it should be done ok. I've had a few Dell warranty repairs and they do an 'ok' job. Always something weird, like I got an extra hard drive with my laptop that wasn't mine just thrown in as a gift(?). I'm thinking it was put in by accident, maybe it belonged to another customer, maybe it was the one the tested with my system... Who knows.

The Dell Canadian repair center is in Markham, for Ontario at least, and they work pretty quickly if the parts are in. The price sounds very reasonable to me, but I'm assuming it will be $189+tax+diagnostic charge? You might want to find out the total first. But even at that price, could you buy a similar laptop?
c'mon get happy!
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So I got a call back from dell yesterday, though they caught me at a bad time. They followed up with email:
Our repair technician has completed diagnostics on your system and has identified the following parts that need to be replaced.
Parts Required: Motherboard and Solid State Drive.
Charges: $383.00 + Taxes
For starters, this comes in lower than expected... pretty good news! I'm a little surprised they recommend replacing the motherboard AND drive - a quick convo and they couldn't really verify to me that the drive was causing a problem. Seems weird that the drive and motherboard would have effectively failed within the same... 24-48hr timespan?

I am not sure how they break down the price if I DIDN'T want to replace the drive, but I think it's somewhere in the range of 50% cost to each...

It's a samsung 860 1TB drive in there. I know it'd be very easy to replace myself if I wanted to. I don't know how easily I could push/ensure they replace the drive with equal or better (some of their equivalent components ran at like 50% speed in benchmarks).

A quick google search shows that I couldn't really pick up this drive for much cheaper (assuming it represents 50% of the $383), but of course I could choose different size or different SSD all together. Them just replacing everything is sorta nice to ensure there are no issues with "will it work or won't it work", plus some form of warranty for their entire work.

So it sorta boils down to...

- Overall seems a bit weird to me the SSD needs to be replaced in addition to the mobo? Does that sound ... acceptable?
- Wonder if I should just have them do the mobo+ssd or source the SSD myself?
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Kaitlyn wrote: So I got a call back from dell yesterday, though they caught me at a bad time. They followed up with email:



For starters, this comes in lower than expected... pretty good news! I'm a little surprised they recommend replacing the motherboard AND drive - a quick convo and they couldn't really verify to me that the drive was causing a problem. Seems weird that the drive and motherboard would have effectively failed within the same... 24-48hr timespan?

I am not sure how they break down the price if I DIDN'T want to replace the drive, but I think it's somewhere in the range of 50% cost to each...

It's a samsung 860 1TB drive in there. I know it'd be very easy to replace myself if I wanted to. I don't know how easily I could push/ensure they replace the drive with equal or better (some of their equivalent components ran at like 50% speed in benchmarks).

A quick google search shows that I couldn't really pick up this drive for much cheaper (assuming it represents 50% of the $383), but of course I could choose different size or different SSD all together. Them just replacing everything is sorta nice to ensure there are no issues with "will it work or won't it work", plus some form of warranty for their entire work.

So it sorta boils down to...

- Overall seems a bit weird to me the SSD needs to be replaced in addition to the mobo? Does that sound ... acceptable?
- Wonder if I should just have them do the mobo+ssd or source the SSD myself?
Hard pass on them fixing the drive! You can get a new one cheaper than Dell, and I'm not saying the drive can't be a part of the problem, but I highly doubt it. If it was me I'd want it back to make sure it actually is the drive.
You don't mention if it was an NVME or regular SSD drive, but I bought a 1tb Crucial MX500 SSD for $170 recently, and an 860 EVO is a great drive but more pricey. The MX500 is comparable. You can do better than Dell's prices.
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BernardRyder wrote: Hard pass on them fixing the drive! You can get a new one cheaper than Dell, and I'm not saying the drive can't be a part of the problem, but I highly doubt it. If it was me I'd want it back to make sure it actually is the drive.
You don't mention if it was an NVME or regular SSD drive, but I bought a 1tb Crucial MX500 SSD for $170 recently, and an 860 EVO is a great drive but more pricey. The MX500 is comparable. You can do better than Dell's prices.
It's nvme. Finding comparable to the 860 (brief search) was showing $200+
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Kaitlyn wrote: It's nvme. Finding comparable to the 860 (brief search) was showing $200+
Personally I'd still be reluctant because they don't sound 100% sure...
And they didn't say they were giving you an 860.
c'mon get happy!

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