02-18-2019 01:35 PM
On July 12th I dropped my computer off at the Geek Squad. I was getting the BSOD and freezing. I signed up for the maintenance plan.
I picked up my computer on July 16th. It worked fine until recently-- the BSOD again—some freezing.
I took it back to the Geek Squad on Jan 23. I picked it up on Jan 31st. The computer worked fine for one day then I got another BSOD and it also froze numerous times. I needed the computer to finish a project so I used it for a few days before returning it for repair.
On Feb 9th I made an appointment with the Geek Squad to bring it back again. Appointment time was 8:40 pm. When I got to the store I explained to the technician that I was getting the BSOD and that the computer was freezing on occasion. The only way to I had to shut the computer down was by holding down the power button for a few seconds. When I did this I couldn’t immediately restart the computer. I was getting four beeps followed by a pause then the same thing over and over and the power button was flashing orange. If I let the computer set for a long time I could restart normally and it would work for a while.
The technician hooked up my computer while I was there and it booted up fine. This was typical because it was an intermittent problem. He looked up the beeping problem on the Dell website and determined that the mother board was going bad. He said it wasn’t worth fixing an 8 year old computer. I agreed and took the computer back home.
Just out of curiosity I took the cover off of the computer to see what it looked like inside. I was astonished to see the amount of dust that was caked on everything. Fans, boards etc. I took an air hose and blew the dust off of everything. I went on various websites to see if the experts felt that dust could actually shut down a computer. For the most part they agree that it’s unlikely unless the dust slowed down the fans enough to cause overheating. This may or may not solve the problem but even if it doesn’t why the hell didn’t the tech’s at the Geek Squad look inside? Eight years of dust was inside that machine and no one bothered to even look.
Then I checked the web site again to see if anyone had the same “BEEPING” problem. I found a video of the exact same eight year old (2011) Dell XPS 8300 computer with the same problem. In the video they removed and replaced the same memory boards and the computer worked. I did the same thing and my computer is working; for how long I don’t know but as of this writing it is working.
I’m very disappointed in the Geek Squad. You had access to my computer three times and it took an air hose and a video off of the internet to solve the problem—I hope.
02-18-2019 03:10 PM
Welcome to the forum, though I wish you had found us under better circumstances. I held onto my MacBook Pro for quite some time, hoping that I could restore it to its once former glory, so I can understand why you may prefer to service your Dell rather than replace it, until it becomes the only reasonable option. I'm glad to hear that you chose to purchase one of our plans, Total Tech Support, from the sounds of it, when you kept encountering the "Blue Screen of Death (BSOD)" and freezing.
When customers bring their computers to Geek Squad, they're entrusting us to do our best to thoroughly and properly diagnose their troubles. When it comes to intermittent issues, and ones that could be software or hardware related, it can leave a wide array of explanations. While I wouldn't be able to speak to why your device may not have been opened and simply cleaned out throughout multiple services, I'm glad to hear that this seems to have resolved the trouble for the time being.
We greatly appreciate you reaching out to share your thoughts and experience with us. I hope that this does not deter you from bringing your device back to us, especially should the issue return. If you should have any questions, please let me know!
02-26-2019 06:45 AM
Thanks for your reply. You asked if the problem has been solved. Yes, by me and the internet; not by the Geek Squad.
The cleaning may or may not be part of the solution but removing and replacing the memory boards seem to have solved the problem.My computer has been runnig fine for three weeks.
I will not use the Geek Squad again.You had the computer three times and never looked inside and you have a technician that didn't have a clue what the beeping sound was indicating .
02-26-2019 11:01 AM
Thank you for following up. I understand you may have found what is hopefully your permanent solution, and how frustrating it may have been that it didn't come from Geek Squad one of the few times we had the device. With such issues, there may often be more than one explanation, and it's discouraging to hear we may have tunnel visioned to more complex ideas of what may have been the issue. While things are looking positive right now, should the issue resume, I hope you will reconsider using our services.