XPS 8960, Premium warranty but Dell want me to return it for repair

Just to note a repair install from windows  (Windows 11 version 24H2) always fails with this error : Install error - 0xc0000005, which is what a lot of my apps were crashing with too. Google suggests this is "unable to process a file".

My guess is that this is the NVMe drive.

I'd say return it for service... 'normal' base warranty doesn't include that. H/W errors can be hard to determine remotely. Sounds like what you have.

Replacement, usually only available in the first 30 days. Even then, not for a NEW PC but a reconditioned one I recall.

However, I'd think if service suspected the SSD is the problem, they would replace it on-site? Suspect since the CPU was replaced they felt it was that, not the SSD?

You can always put back the Nvidia card enabling it. Unless in BIOS they disabled and you'd do it that way? See if that changes things?

@ispalten​ Thanks for your reply.

Yes they did suspect the CPU (as did I originally, given the symptoms) and I did manage to put the NVidia card back as the main card (after Dell insisted on installing a drive from July that was way out of date). Right now the system is kinda functional but if you look at it the wrong way, It crashes. Browser will randomly close for example.

Windows updates are permanently stuck and I can't reinstall from any external media or do a repair installation. On the odd occasion the reinstall process gets as far as selecting a drive to install Windows to, only the USB that was booted from is visible. Most of the time it doesn't get that far and crashes after "Choose Language" or "Checking your PC". Maybe I'm doing something wrong.

I'm resigned to losing the machine while they diagnose & repair, I just hope it comes back repaired and usable. 

Cheers :) 

So a quick update on this.

Tech support couldn't get windows to install properly. I did identify the problem, there was no driver for the HD on the install media so there was nothing to install to (there's a video of a guy doing what Dell should have told me to do). That and the windows installer kept rebooting the PC at random stages and going back to the beggining.

I agreed that they could take it to the repair centre. PC collected and arrived at the repair centre via courier. 

When the computer went back, it had no OS on it that would boot due to the messing around of tech support and the failed windows installations. 

The repair centre have had the PC for 4 days, the work order shows they were working on it, and now today, they send an update saying: 

I called Dell technical support and asked them what they needed. No one had any idea what I was talking about. I suggested that they check the update. They still have no idea what it means. I said well I'm contacting you because you need my assistance, what do you need from me. They have no idea. Wasn't the ticket updated in their side? aparantly not. 

I explained there is no password or pin on the computer and the OS doesn't boot correctly. 

So I'd expect that they would re-image it and go from there to diagnostics. Unless they are running into the issue that I had which was you can't image or install an OS as it reboots constantly, in which case, I don't see how I can be of help, and that's the point in them having it back so they can fix it.

I've asked for an escalation. Not going to hold my breath. 

ok the screen grab didn't attached. The update said :

The certified technician is unable to move forward with your repair and your assistance is required. This may be related to software, system password or another problem that requires your assistance.

NOTE: Estimated repair completion date may be affected.

@Muddyfunster​ 

Sounds like a tale of woe... not what I'd expect to happen.

I'm sure they will solve it, but I wonder if they needed your permission to wipe the drive clean and start over?

Well when I agreed to the collect and return repair, I also agreed that they might delete everything on it and they asked me to confirm that I had backed up everything that I wanted to keep.

I agreed to all of that, so yep, I have no clue. They shouldn't need any permissions, but I've reiterated that they have that permission. 

@Muddyfunster​ 

I'm guessing they 'suspect' the problem is a S/W problem? It appears 'software support' is not included in the Premium Support? So they need to have you OK an additional charge?

Try asking for a Supervisor when you call and insist on speaking to them or a higher level I guess?

Hard to tell why they wanted to contact you? Think they have called or at least sent email?

Could also be they want to replace the PC with a Refurbished one and need your permission?

@ispalten Thanks for the reply.

I spoke to Dell this morning and the service centre wanted my permission to reinstall Windows. They emailed this morning actually stating that after I called them. This is two days after they stopped working on it (according to the ticket).

When I agreed for them to take the PC to repair, I had to agree that they could reinstall stuff any my data might be lost etc. For me that's fine, it's common sense and I had zero issue with it. They are basically resetting it to factory.

It's just strange that they have now held up the diagnostics because they want my permission to reinstall windows on a computer that doen't have a bootable OS right now. 

I just don't understand why they felt the need to ask permission for something that was already given :) 

Anyway, they have every permission I can give. Lets see what  happens next.

@Muddyfunster​ 

You are assuming that what you permitted and what the Tech was told are the same thing...

I guess you could have done it as well? Even 'saving' your data... and there are 'ways' to do a 'fresh' update without any loss of data. However, all programs are lost, and you'd need to re-install after the new Windows install. 

@ispalten 

That could be the case. I was asked to agree in email to the machine being wiped as part of the diagnostic process. It's totally possible that information wasn't provided to the tech working on it.

They then asked me in the same comms chain to approve it again. It's just frustrating as it's an avoidable delay if they'd read the notes.

Also I don't get what you mean by "I guess you could have done it as well" ? 

A fresh install? 

That was tried multiple times (in place and clean and then "factory reset") and unfortunately for the OS install, 95% of the time doesn't go past "choose language" before the unit reboots. On the couple of times it did, there was no location to install to (besides the boot USB) as the dell instructions omitted the need to add the storage drivers to see the NVMe drives. (Intel IRST driver).

Many hours were spent over a period of a week trying to get a working build of windows before it went RTB. 

I've done lots of windows reinstalls in the past and I've never had the constant rebooting during installation (and when we got one to work, constant BSOD in windows) which tech support said another resinstall was needed. 

fingers crossed that can progress now.

@Muddyfunster​ 

Yeah, probably would now, ONCE they know they can wipe the drive clean I guess?

They probably ran, and I am guessing, do not work for Dell or have access to Support people, the diagnostic and found no drive errors I assume. They might have tried some 'refresh' of Windows or even saw the driver error and tried installing it and failed. So they need to try a full clean Windows install.... and hence the request.

So either they know how to make it 'work', or they'd hit the problem you did.

Hopefully, you will get a 'fixed' XPS back soon.

Would be interesting if they tell you what they did or what the problem is/was?

Was BIOS ever updated on this PC to the version that deals with Intel's voltage problems with 13th and 14th Gen CPUs? 

Dell may have replaced the CPU already, but if BIOS wasn't updated to the latest version, that could explain your problems.

Once the CPU starts showing the symptoms, the only solution apparently is to replace the CPU (again).  Updating BIOS after it has symptoms cannot fix the problem. So Dell may have to replace the CPU a second time and make sure BIOS is updated to the latest version at the same time...

@RoHe Yes, BIOS updates were done as soon as they were available.

The last update was on the machine before the new CPU was installed. It was one of the things that the Tech folks checked in Sysinfor when they remote desktop accessed the machine before requesting the replacement CPU. 

So Dell have had the PC for a week, I cannot get any updates and the status is stuck at

The certified technician is unable to move forward with your repair and your assistance is required. This may be related to software, system password or another problem that requires your assistance.

NOTE: Estimated repair completion date may be affected.

No one on the Dell side seem to have a clue. I’ve repeatedly asked what assistance they need. Nothing.

I've asked for an update, 36 hours later, nothing. 

I’ve asked for an escalation, nothing.

frankly this is appalling “premium” support.