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October 27th, 2025 07:46
Unauthorized Access, Motherboard Tampering Via BIOS Downgrade from 1.4.0 to 1.31.1, ED Firmware &Diagnostic
Dear Dell Grievance Team,
This is a formal escalation concerning my Dell Inspiron 15 7510 (Service Tag: <To protect you, your private information was removed from public view. Inspiron 15 7510 1 year warranty expired on October 20, 2025. DELL-Admin>), serviced at GBS Systems & Services, Trichy on 08.10.2025.
1️⃣ Post-Service Missing GPU
After the service, my system no longer detects the discrete NVIDIA GeForce RTX 3050 GPU that was fully functional before service.
The latest ePSA diagnostic results show PCIe Slot 1 (discrete GPU) missing or not enumerated, indicating hardware alteration.
Even general diagnostics confirm the GPU is absent — clear proof of GPU loss after service.
2️⃣ Pre-Service Diagnostic Evidence (Timestamped)
Before service, an official ePSA diagnostic test confirmed the discrete GPU was fully operational:
Service Tag: <To protect you, your private information was removed from public view. All private data was saved to your private Case. DELL-Admin>
Result Code: 2000-0000
Validation Code: 86347
This report includes a Dell-issued QR code and timestamp, verifiable internal evidence that the discrete NVIDIA GPU was present and functional prior to service.
At that time, BIOS version 1.4.0 was present, confirming the system’s original configuration.
3️⃣ Unauthorized Internal Access and Hardware Replacement
The top cover and motherboard were accessed without my consent.
It is evident that a different motherboard has been fitted — one that does not support the discrete GPU.
Any internal replacement performed without written customer authorization constitutes unauthorized access, tampering, and service fraud.
4️⃣ BIOS Downgrade – Proof of Unauthorized Motherboard Replacement
Before service, my BIOS version was 1.4.0.
After service, it changed to 1.31.1 — a rollback impossible through standard updates.
This directly indicates a motherboard replacement, as BIOS firmware resides on the system board.
This explains the loss of PCIe Slot 1 and GPU detection, proving the new board lacks discrete-GPU capability.
Although labeled “1.31.1,” this is not a sequential upgrade but a different firmware branch tied to a GPU-less motherboard.
This downgrade is corroborated by the change in Embedded Diagnostic module (ED 2.0.18 → ED 5.4.10), confirming a firmware image mismatch.The combined evidence — BIOS downgrade (v1.4.0 → v1.31.1), ED module change (ED 2.0.18 → ED 5.4.10), missing GPU, missing PCIe Slot 1, and fraudulent post-service diagnostics — clearly indicates an unauthorized motherboard replacement and firmware modification, followed by an attempt to conceal it.
PRASANNAVENKATESH26
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October 27th, 2025 07:50
Embedded Diagnostic Firmware Image Mismatch
The Embedded Diagnostic (ED) module changed from ED 2.0.18 (pre-service) to ED 5.4.10 (post-service).
Because the ED module resides within the BIOS firmware, this change could occur only if the entire firmware package was replaced or reflashed.
This indicates installation of a different firmware image — and likely a different motherboard configuration.
The current ED module belongs to a firmware branch incompatible with the system’s original GPU-enabled configuration, preventing GPU initialization.
This confirms an unauthorized hardware/firmware substitution during service.
6️⃣ Fraudulent Diagnostic Representation by Dell Representative
An email from Mr. Shankar dated 25.10.2025 at 8:11 AM contains diagnostic results inconsistent with pre-service records.
The report reflects the downgraded BIOS (1.31.1) and altered configuration taken after service, differing from the pre-service ePSA (BIOS 1.4.0) run before 08.10.2025.
The pre-service onboard diagnostic report clearly shows BIOS 1.4.0 was present, while Mr. Shankar diagnostic differs from it — confirming fabrication and requiring immediate investigation.
The pre-service diagnostic reports do not match with Mr. Shankar claims or the post-service onboard diagnostic report he provided. Furthermore, Mr. Balasubramaniam’s email communication contains misinformation through a falsified post-service onboard diagnostic report, inconsistent with the verified pre-service records and concealing unauthorized motherboard tampering. Attached pre- and post-service onboard diagnostic images clearly confirm the BIOS downgrade (1.4.0 → 1.31.1) and Embedded Diagnostic firmware image mismatch, supporting evidence of unauthorized motherboard and firmware substitution.
This demonstrates that the post-service diagnostic data does not represent the original configuration and conceals the motherboard replacement, amounting to fraudulent misrepresentation.
7️⃣ Fraudulent Misrepresentation of Diagnostic Data
The diagnostic report shared by Mr. Shankar, with GBS Systems & Services, contains data inconsistent with the verified pre-service configuration.
The post-service report omits the discrete GPU, shows a different BIOS (v1.31.1), and altered ED module (5.4.10) — all conflicting with the pre-service record confirming BIOS v1.4.0 and GPU functionality.
These discrepancies indicate the report was manipulated to conceal the unauthorized motherboard and firmware changes.
Such distortion constitutes fraudulent documentation and misrepresentation.
(edited)
PRASANNAVENKATESH26
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October 27th, 2025 07:51
Fraudulent Misrepresentation of Diagnostic Data
The diagnostic report shared by Mr. Shankar, with GBS Systems & Services, contains data inconsistent with the verified pre-service configuration.
The post-service report omits the discrete GPU, shows a different BIOS (v1.31.1), and altered ED module (5.4.10) — all conflicting with the pre-service record confirming BIOS v1.4.0 and GPU functionality.
These discrepancies indicate the report was manipulated to conceal the unauthorized motherboard and firmware changes.
Such distortion constitutes fraudulent documentation and misrepresentation.
8️⃣ Lack of Transparency and Withheld Logs
Dell’s refusal to provide post-service ePSA logs with timestamps, citing confidentiality, prevents independent verification.
This lack of transparency further supports that material facts are being withheld regarding the unauthorized motherboard replacement and firmware change.
9️⃣ Requested Clarifications (Written Response Required)
Please provide, in writing:
A detailed record of all internal work performed during service.
Technician authorization and service documentation for motherboard access/replacement.
Part number and configuration details of the motherboard now installed, confirming discrete-GPU support.
A summary of post-service diagnostics, including PCIe slot enumeration and GPU detection.
A written clarification from Mr. Shankar explaining the discrepancies between his 25.10.2025 email and the pre-service ePSA report (BIOS v1.4.0).
🔟 Conclusion
The combined evidence — BIOS downgrade (v1.4.0 → v1.31.1), ED module change (ED 2.0.18 → ED 5.4.10), missing GPU, missing PCIe Slot 1, and fraudulent post-service diagnostics — clearly indicates an unauthorized motherboard replacement and firmware modification, followed by an attempt to conceal it.
The ED firmware mismatch confirms that the current firmware does not correspond to the original GPU-enabled configuration.
This mismatch directly caused the discrete NVIDIA GPU to fail to initialize or be detected.
Attached pre- and post-service onboard diagnostic images clearly confirm the BIOS version downgrade (1.4.0 → 1.31.1) and Embedded Diagnostic firmware image mismatch, supporting evidence of unauthorized motherboard tampering and firmware substitution.
Until these discrepancies are fully resolved and my system is restored to its original GPU-enabled configuration, I will consider this a case of unauthorized modification, falsification of service documentation, and service fraud, warranting escalation.
(edited)