Unsatisfied Customer -- Dell won't stand by their product

Question

Hi -- not sure anyone can help me with my blue screen issue or if anyone from Dell support will read this and be willing to provide the support I need. Ultimately not happy with this product and the unwillingness for Dell to admit that they may have sent me a PC that may have always had underlying issues.

I've had my Vostro 7620 laptop for just about a year and 5 months and it hasn't ever worked consistently at 100%. With the combined issues I've probably had over 20 separate calls with Dell support technicians during this time with a number of issues (software and hardware) and repairs and still the PC doesn't work and Dell wants to charge me for service of my current issue despite it seeming to be the same type of issue as everyone that I've had previously.

Below is the timeline of events. Sorry that it's so long / detailed, but this fully illustrates the issues that I have been facing:

October 28, 2022 - Purchased laptop
Nov 7, 2022 - Received laptop
Early Jan 2023 - started receiving blue screen error of "Recovery - It looks like Window didn't load correctly"
January 2023 - For the above mentioned blue screen issue, I had worked with Dell technicians during January and ended up reinstalling Windows.
January 2023 - Problem persisted post Windows reinstallation so called back Dell tech support and it was determined it was an issue with the hard drive. Dell scheduled in-home service.
January 27, 2023 - Dell technician replaced hard drive
Early Oct 2023 - started receiving blue screen error of "Recovery - Your PC couldn't turn off properly" with error code: 0x0000001
October 18, 2023 - called Dell tech support to diagnose the issue. After a number of hours of working with Dell technicians, it was deemed a software issue with a fee of $99. I tried to convince them that this was likely another hardware issue, but they definitively told me it wasn't a hardware issue despite the issue I had 9 months prior.
Oct 18, 2023 thru Jan 2024 - blue screen issue persisted however I was able to just restart the PC each time. Given software support is only open M-F and only until 9pm I was not able to call Dell as I was never done with work before software support was closed for the evening. During this time my hardware warranty expired (Nov 2023).
January 15, 2024 - my work schedule finally eased up and I was able to call software support and paid the $99 fee
Jan 15 - Jan 26, 2024 - spoke to over 10 different technicians across more than 10 calls totaling more than 15-20hrs of support. Initial attempts to fix the issue did not work which led to technicians wanting to reinstall Windows however through many different attempts Windows would not reinstall. Tried doing this through the PC, then using a bootable media drive (which Dell walked me through) and then a bootable media drive that Dell mailed to me. All failed and the last attempt created an error loop of "windows ran into an issue, will reboot" that prevented my laptop from booting up successfully
January 26, 2024 - fee of $99 was refunded and it was determined by Dell technicians that this must be a hardware issue so they told me I'd have to send in my PC and be charged for shipping and service given my warranty had expired. I spoke to a number of managers/supervisor to argue that had they trusted me that this was potentially another hardware issue back in October 2023 then I would've still been covered by the warranty. Finally I spoke with someone who agreed with me and offered to cover the cost of everything and sent me a box to send the PC to the Dell depot
February 2, 2024 - Dell received my PC
February 7, 2024 - Received email confirmation that repair was complete and I received my PC a few days later. I was not made aware of all the diagnostics that they ran, but from what I understand they didn't replace any hardware and only reinstalled Windows
Would note that although I hadn't been experiencing any blue screen errors yet at this point, I did notice that after closing my laptop lid (finishing my usage for the day) and then opening it up around 24 hours later that my computer has shut itself down because all my programs / apps / windows were closed. This for the most part happened every single day. I tried to play around with the power settings to see if I could keep it from doing this, but wasn't successful.
April 10, 2024 - started receiving a blue screen error of "Recovery - It looks like Window didn't load correctly" again (similar to October 2023) on a daily basis.
April 18, 2024 - called Dell support, technician updated my drivers and said to see if that fixed the issue. He scheduled a follow-up call for April 21, but said call back if issue reoccurs the next day.
April 19, 2024 - received same blue screen error and called Dell support back. Using their bootable media drive that they sent, technican attempted to reinstall Windows. Process failed and the technician said this must be a hardware issue. They told me I'd have to send in my PC and be charged for shipping and service. Because this has been a reoccurring issue and it seemed no hardware was replaced when I sent my PC to Dell 2 months prior I again tried to argue that I shouldn't have to pay for shipping / service, however this time the supervisor told me because I haven't had to pay for any repairs (software or hardware) at this point, I'll have to do a paid support this time around.

Chino de Oro · Answer

There is not much we (community) can do. For hardware, you did not provided any test result from ePSA diagnostics scan. Therefore, base on known hardware issue and replacing the boot drive as last time may or may not fix the problem. For software, you could not reinstall Windows under instructions from Dell support, you won't be able to do reinstall if we advise the same.

You can choose to have Dell repair or DIY. Replacing the boot drive and reinstall Windows.

JTC_2016 · Answer

@Chino de Oro​ do you know where I can find the details of the service that they did a couple months back?  When I go to my account and look at the service log, there aren't many details other than the below, which isn't much. Diagnosis and Repair Wed, Feb 7, 2024 5:36 PM The repair was started. Wed, Feb 7, 2024 5:35 PM A system diagnosis was performed. Wed, Feb 7, 2024 11:57 AM The system was diagnosed, and the repair was not covered by the warranty.

Chino de Oro · Answer

One place I can think of is Dell support site https://www.dell.com/support/home/en-us. Log in to your Dell account, enter your service tag (do not post it here in public) and select manage services. There should be some listing of works being done to your device.

The ePSA diagnostics scan I was mentioned should be free and ran by you. We don't guess and replace hardware, we run tests first.

JTC_2016 · Answer

@Chino de Oro​ Thanks again.  Unfortunately there is no descriptions shown on what diagnostics were run when Dell had my laptop at the depot.  In regards to the ePSA diagnostics, for both the blue screen issues that came up in Fall 2023 and a week ago when I ran these, everything had passed however after Dell technicians have tried to solve for what they thought were software issues they landed both times that this has to be a hardware issue. What I'm nervous about is that they didn't do a proper hardware diagnostic when they had my laptop in the depot a couple months back, rather just reinstalled Windows and sent it back.  Seems too coincidental that I keep having these blue screen issues.  At least when Dell replaced the hard drive shortly after purchasing the laptop (Jan 2023), I had no blue screen issues for 8-9months.  In this case I'm facing blue screen issues 2 months after the last service. I just want a functioning computer and not to have to pay for reoccurring issues.  I've been a long-time Dell customer and never had this happen so I respect the brand.  Know this isn't really the forum to raise complaints so apologies for me venting.

Chino de Oro · Answer

So many misconceptions you have perceived. A hard drive replacement you had shortly after purchase did not resolved the bluescreen, the reinstallation of Windows on the new drive had. Hence the reason I mentioned that a drive replacement this time may or may not resolve the issue.

Many of BSOD are caused by corrupted or conflicted drivers, not just from hardware issue. It was just a way Windows reacted when it ran into problem which reached time-out for resolve.

When technicians could not resolved through remote diagnostics or on site, it did not mean that it had to be a hardware issue. It was just a deferral to be looked at by better skilled techs. You had confirmed that your mailed-in repair was a software reinstallation.

Although limited, options to resolve has been offered, you can send the machine in for out-of-warranty repair or you can fix it yourself. For DIY repair, to make you feel better, replace the boot drive (preferably with an SSD) and performing a clean Windows installation.

JTC_2016 · Answer

@Chino de Oro​ Thank you.  Please, my intent is not to offend and definitely not argue as I will fully admit I'm not the expert here.  The assumptions around whether it's a hardware and/or software issue is strictly coming from past conversations with Dell Support.  For the most recent on-site repair (back in February), what you say is completely fair.  The assessment by the technician to be a hardware issue after so many failed attempts over the phone to reinstall Windows could've been speculation on his part and when they received the PC at the depot it was determined to still just need a Windows reinstall. All I can speak to is what has been relayed to me and each time I've received one of these reoccurring BSODs and then contacted Dell support they've start by running some diagnostics (which include hardware), first speculate that it's a software/Windows issue and then attempt to reinstall Windows.  When that hasn't worked (either the reinstallation itself had failed or reinstallation was successful, but hadn't fixed the issue), the technician(s) move to thinking it's a hardware issue.  That has been the progression each time, so not something I've determined on my own.  I had even asked one of the technicians last week whether a hardware issue could be what's causing these BSODs and he confirmed that faulty hard drives or even something wrong with the motherboard could cause this. I understand that my options in front of me are either to send back to the depot or attempt Windows reinstallation or replacing the hard drive on my own.  Again it's not really for this community to respond to, but ideally I would send to the depot, but then Dell would cover the expense given this seems to be an ongoing issue.  I realize it's within the realm of possibilities that each occurrence of these BSODs could be isolated, but just seems unlikely especially with this most recent attempt at reinstalling Windows and the fact that I'm facing an issue 2 months later. Putting aside whether it would be paid support or Dell covered support, would just be great to understand how we can figure out what is continuing to be the issue.  If I send the PC again to the depot and they simply reinstall Windows again (determining no hardware issue) and the the issue reoccurs again, where do I go from there?

Vostro

Unsatisfied Customer -- Dell won't stand by their product

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