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1948
March 23rd, 2017 13:00
Hard disk not installed - XPS 13 9360 2 months old
Last night I came back to my computer to find a screen that says: Hard disk not installed. Call technicall support (hard to understand the accent of people in India by the way), ran tests for 3 hours; technicians changed due to a change of shift, so I got 2 different people; two different opinions. Last one determined I have 2 options: send the computer to the depot (15 days w/o a computer) or have them send me a new SSD for me to have someone install it.
What would be better? if I decide to get the SSD, will I lose my warranty since someone else will have to install it?
I see so many posts saying the change of SSD does not help... I am worried.
Will appreciate your input.
Patricia
DELL-Brad L
Community Manager
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2.7K Posts
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March 24th, 2017 15:00
Changing the SSD will not void the warranty, especially since the part is being sent to you through service (just as you stated, but I wanted to reiterate this). Unfortunately I am not sure on the warranty upgrades for onsite, but after this is fixed maybe it could be possible, or possible before the initial warranty is up.
Anyway, just in case, here is a link to the Service Manual on how to install the SSD, if you have any trouble with this please let me know.
Best regards,
Brad
ejn63
9 Legend
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87.5K Posts
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March 24th, 2017 08:00
You have a third option: upgrade the warranty to onsite service before scheduling the repair. Yes, this will cost you money but it will expedite the repair and won't potentially void the warranty.
PPBPTS
2 Posts
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March 24th, 2017 15:00
I very much appreciate your answer, but I just talked to the representative and he told me I cannot use the service upgrade for this issue, since it already happened. I explained that nothing has been done to the computer yet, and I talked only to the technical support of the same company. He claimed the support team is different and that since the initial team already documented this problem, the Premium service will not cover it. I asked the original technical support person if my getting the SSD delivered and installed by someone else would void my warranty and he answered in writing that it would not void the warranty. So that is what I will do. It is so sad that the computer having been so expensive, like more than $3500 and so new (2 months old) would be causing so much trouble and that Dell is not responsive... this is not my first Dell, I have bought Dells for so many years, for me and my family. This is very sad. I do thank you a lot for the idea... wish I had known when I purchased the computer.