Send in to Dell or on site service?

As I have determined through many tests and discussion on another thread, I have a dead USB port on my 13r3.
I now have the choice to send the laptop to Dell or to have a service tech come to me. Dell suggests sending it in because it could be multiple parts that need to he replaced (and probably cheaper for them than sending someone out).

This is my 3rd unit and I finally got one with even core temps. Now I'm afraid that I'll get a new motherboard with a horrible paste job and/or bad heat sink.

Its a gamble either way, and I CAN live without the unit for a week or so. Does anyone have any thoughts on sending it in vs on site repair?

Thanks

 

I'm not 100% familiar with the MB in the 13r3, is it like the 15 & 17 in the USB ports on the right side are on a little PCB connected by a ribbon cable. If your USB port is on one of those, you shouldn't have a problem. If it's one of the other ports, or the 13 has all the ports on the MB, then they'll be changing out the whole thing. They'll likely reuse the cooling solution.

If they send a tech to your house, you'll get the thing back right away. I would keep the dude (or gal) there until you're happy with the results. If temps aren't where they need to be, let the tech know. In fact, you may want to use the opportunity to LM the CPU; get all the gear you need and have the tech do it. Pick up some non conformal spray, high temp electrical tape, and some Conductonaut.

 

If you do have an onsite tech perform the repair, be sure to have a good space for him to work, access to the service manual for reference (printed or online if you have a spare machine), and I would observe him work while he does the repair.

 

Onsite for sure.

 

I was under the impression that the on site service techs were required to use Dell issued paste and would not use anything provided by the customer. Is this correct?

I've heard horror stories of onsite people being terrible techs. Has anyone had a negative experience with sending in their AW? (Other than being without their machine for the time its in for repair)?

 

Always on site. Even though they can be a mixed bag. Carry in is considered laptop hell and your laptops often comes worse off back.

You can give them your own paste, no problem.

Watch them like a hawk though.

Also unlike the 15 and 17 inch models. The right side usb port is unfortunately directly mounted on the main motherboard and not a separate PCB so they will swap the whole motherboard.

 

Always on site. Even though they can be a mixed bag. Carry in is considered laptop hell and your laptops often comes worse off back.

You can give them your own paste, no problem.

Watch them like a hawk though.

Also unlike the 15 and 17 inch models. The right side usb port is unfortunately directly mounted on the main motherboard and not a separate PCB so they will swap the whole motherboard.

 

Thanks. Sounds like on site it is.

"Watch then like a hawk". What exactly should I be watching for? I've opened and repaired my fair share of laptops/tablets/phones, but I was hoping a Dell tech would be more experienced than me.

 

They tear open the AW like a toy sometimes, breaking more expensive stuffs inside.
I always open it myself and swap out the parts myself when the tech gave me the parts.
Go for on-site repair. This is the disassembly guide from dell http://topics-cdn.dell.com/pdf/alienware-13-laptop_service-manual_en-us.pdf

 

Missing parts, missing screws, damaged plastic pieces, broken connectors on motherboards, stripped out screws, improperly routed cables that get damaged or intermittently fail (especially display cable), wifi cables not being reconnected properly which result in poor wifi connectivity.

When the phone / chat rep sets up the dispatch, check the manifest after the parts have shipped, and double-check that the description of the part in the line-item makes sense. If the line-item says the motherboard they sent has a GTX 1050 and your original had a GTX 1060, then don't even bother letting the onsite technician install the part.

I have had good luck using the repair depot, but it is usually best for issues that are easily duplicated. They would factory restore your machine, and test the USB port before replacing your motherboard. If it is something like "my screen has lightbleed" they will often just send it back and state no problem found.

I miss the days that Dell would allow self-repair of your machines. Unfortunately you need to own at least 50 products with service tags now to participate in Dell-EMC's self-repair process, which even excludes most small businesses with less than 10 employees...

 

Thank you all. This is really good information. Two additional questions.

1. Is there an updated/preferred heat sink that is available, and if so, should I request one be sent along with other parts?
2. Would Dell/ service tech have a problem if I have the majority of the teardown done prior to their arrival?

 

Ask him/her when they call you and see if they're okay with it.

 

I have done all the work when they have replaced my motherboard 5 times in my 13 r3. I tell them "if you don't mind I would like to do it all". Then there like "alright".

 

Unfortunately it is impossible to request certain parts. Because in their system they all share the same main part numbers.