Reinstalling Windows = voided warranty?

Hey all,

I recently purchased an M14xR2 and was loving it. Installed windows onto the 32GB mSATA, other drive as storage. Until the graphics card crapped out ("Nvidia control panel could not detect a GPU" and Windows detected a problem with this device and has disabled it in the device manager). I tried reinstalling windows, uninstalling drivers, the usual steps to no avail.

I called into their tech line and was told it was likely not a hardware problem but a software problem (drivers and/or Windows). They refused to send out a new motherboard unless their solution centre tried reinstalling Windows for me. I was told if that fixed the problem, I would be charged $129. If it did not, I would not be charged.

Now, I knew this wouldn't fix it, but I had no other choice. After 5 hours of the agent reinstalling drivers (and attempting to install ones for hardware that isn't present) and reflashing the BIOS (she went back to A02) she saw the graphics card still wasn't working. She then transferred me back to hardware where a repair order was started.

After 6 business days (supposed to have been NBD but fine, no biggie) tech person finally came, installed the motherboard and volia! Working GPU.

Now, I get my credit card statement in and notice a $145 charge from Dell. So I called into the gaming solution line and was told that since I reinstalled Windows myself and flashed the BIOS (they had me do it twice myself), they had to recertify my installation. Thus the $145 charge. Said it was in their terms and service agreement. Asked for a supervisor, said he was unavailable.

Called into the hardware line, and they also agreed with the solution center.

TL;DR

Am I in the wrong for thinking that this is totally bogus? Denying hardware support unless I'm charged for them to install Windows to 'factory settings' and 'recertification'? I would understand if they actually fixed the problem with their installation. Except it did not.

Thanks for the read!

 

Support has reinstalled windows many times over the years for me, also like you, when I knew that would not fix the issue since I had already done that several times myself. I always let them do it since it was part of thier process, but have never been charged for it. Soundy kinda fishy to me, unless there is more to the story???

The only other thing I can think of is, that it had something to do with you replacing the drive? Me personally, I always put the original drive back in so that it was "stock". That way I proved it was not my new drive before I even called them. Otherwise technically you are paying them to work on stuff that is not thiers, and not covered under warranty.

 

The original hard drive is still in the system. I just changed the 32GB mSATA to a boot drive instead. The agent told me a cache drive was the original spec and was much better to use. So I let her set it up back the way it was (I have since changed it back).

Even if I were to change drives, I still don't think that should matter (again, unless they solve the problem via their installation).

 

OK, I see now. I agree that does not sound right then.

 

Reinstalling windows was the very first thing I did when I got my laptop. I seriously doubt it voids your warranty although I don't know the warranty off by heart and if it does then it's total bollocks.

Your not in the wrong, whatsoever, I know that much. And if it's under warranty and the Mobo was Dell's fault then you shouldn't have to pay a cent.

 

this should not void your warrenty in fact its most techs first point of call, if it is a windows problem then yes they would charge you as software isnt covered under warrenty (unless dell do things different).

Id keep ringing and speak to someone higher up sounds like someones done it to boost there sales figures this week

 

**Warranty is not voided. If you reinstalled Windows(or did anything) and that caused an issue, we can't support it until is fixed. If we were to do it, most likely we will charge you a warranty fee.

Scenario (M17xR4):
*I tried to replace RAM on my system but something happened and now my RAM is not being recognized. Also my LCD is not displaying image, apparently it works on an external display. I decide to call in...
-Tech support will replace the LCD but not the RAM.

That is the idea.

 

I understand the basic premise. However, the Windows installation did not cause the GPU to die, nor did a re-installation of Windows fix the problem. Windows was not the issue.

Now if I were to open my system and thermal paste the GPU (or something to that effect) then I understand. I messed around with the actual component that was having the issue.

 

Example:
Windows=!GPU, unless there was flashing of the Video Bios at some point, I can't see a relation.
So we can work with the GPU being replaced, if it gets to that point, since Windows was not the issue.

 

Again, I understand their reasoning for them to reinstall windows, for troubleshooting purposes. Once it was determined that was not the issue (which it clearly wasn't as a new mobo worked). I'm still confused to why I was charged. A "recertification" fee doesn't cut it, I'm sorry.

 

That is something we would have to look in to further, I was just trying to stay general.
Email us then, AWSocialMedia at dell.com
Add my name to the message along with your service tag and contact information. We will review the case for you.

 

You need to either be calling the Better Business Bureau or your local Attorney General's office and complain about this. (assuming your in the USA you said bollocks though so I can't be sure)

 

If it's not answered yet, NOPE. It won't void your warranty.

 

Yeah even opening the laptop don't void warranty...

 

Thanks guys.

Last time I called in, I was told that since I flashed and changed the BIOS from original settings (the former isn't true, as A03 came with it), the charge is valid. I changed it from RAID to ACHI when I changed my cache into a boot drive. That is there reasoning now.

Just so irritating to tell you they won't service you without reinstalling windows and fail to mention they will charge you regardless if it works or not, until after the fact.

Still waiting to hear back from a supervisor (told I would receive a call within 24 hours, 96 hours ago) and/or AWsocialmedia. Fingers crossed for a reversal.

 

Let us know how it turns out. I hope you get your money back.

 

Success!

Finally got to talk to a manager. He too, also tried to pull the "recertification of windows" on me. He pointed me this clause in the ToS:

"This limited hardware warranty does not cover:

Software, including the operating system and software added to the Dell-branded hardware products through our factory-integration system, third-party software, or the reloading of software"

He interpreted this as if I reinstall Windows, I can't get service until they reinstall it for me (+ fee). I pointed out that it means that if Windows itself has a problem, they will not fix it (without a fee of course). At least, that's how I interpret it.

Finally gave in and told me I would be credited back within 7 business days.

 

Excellent news.

The little guy sticking up for himself vs. the big corporation!

Like you, I would fight until the very end

More people need to learn from this man. Never walk away from a situation where you feel a company did you wrong.