hard disk failure -- what to do

Hi everyone. Well, I was using my Latitude D620 this morning but now it doesn't seem too hot. I get the boot up screen, but then I get an error (before Windows XP) saying "No Drive detected" and when running a diagnostic (Fn + power on) it says "DST - short test failed, 1000-0141 error" -- which I googled, and it says that the hard disk is fried. I tried reseating the hard drive, but my expertise isn't beyond that. I also rebooted using F12, selecting onboard NIC to boot, and it said "media test failure, check cable" + "exiting broadcom PXE ROM".

This is a fairly new computer, it was shipped July 3rd and didn't work out of the box (sent it in to replaced motherboard). I noticed that the num-lock key would be on temporarily when booting up, but the computer was working fine before. Then today, toast. I'm open to any suggestions -- but I don't have any screwdrivers big enough to open the motherboard (in the center).

So what options do I have? I have the 3 year mail-in warranty, but wondering if I could just get a new replacement. It's certainly not a good sign that the computer has failed twice within 3-4 weeks. However, what I'm most concerned of is losing all the stuff on my hard drive. If I send it in for repair, do you think this can be salvaged? Or if they send a replacement, could I just keep the hard drive and see if it works with the new computer + transfer files (could I keep my computer until then)? Also complicating the fact is that I'm away from home for a couple days. I'm going to call tech support, but I want to be aware of my options -- preferably I'd like a replacement and be able to keep the hard drive. Is there also any possibility that I could just get a full refund?

Ugh, just a sucky situation. Thanks in advance for your help.

 

Well, without Complete Care, I'm not sure if you could get a new system. But you should definitely try. As for the num-lock thing, there is an option in my BIOS that determines whether the num-lock key is on during boot or not, but it really doesn't matter as it will go off when Windows boots anyway. I would assume your BIOS contains the same option. I really don't think that has anything to do with anything. But def call Dell and let them know you're disappointed. A mobo and a hard drive failure within a month is pretty ridiculous. They really should offer you a new system due to continuing troubles.

 

Call Dell support and get a replacement - they might ask you to send the whole unit in, or just send you the new drive. If the latter is the case, you will have to send back the old drive in exchange. There is probably no chance that your data can be recovered, unfortunately.

If you want a refund or something, tell them that this is the second time in three/four weeks of ownership that it has failed and see if that sways them.

 

You need to get a new HD

 

Has anyone had the same problem? I just find it hard to believe that the hard drive can fail so suddenly. Is it possible some connection is just bad? I'll call technical support, but probably there's no easy troubleshooting solution. If the hard drive is totally messed up, then there's probably no hope trying to save it. I'm going to think about this for a little while more, since I'm in California now (and home is in New York). I could ask them to pick it up from here and send it (hopefully fixed to NY). Or if they agree to a replacement, maybe I can just hold on to the notebook for a couple more days until I get home.

I also got an email from Dell not long ago from a person who said she's my "point of contact" from Dell Business. I think she's supposed to be mostly associated by sales or modifying orders, but she's also listed for returns. Think calling her is worth a shot for a replacement (she also has an email)?

 

I've seen it be an error with the connector before - a friend of mine had a Latitude D600, and the hard drive was replaced five times before they sent a replacement. Turns out that there was a problem with the connection - too much power was being supplied or something, and the drive was being shorted out. Dell didn't explain what the exact problem was clearly, but the problem was with the notebook and not the hard drive.
I don't know what is causing the error on yours, but I'd try to get the entire unit replaced, and if not, a refund.

 

Thanks for the replies, everyone.

What do you think is the best approach for getting a replacement -- should I call tech support first? I'd like to try contacting my "point of contact" (who I guess is technically Customer Care), but don't know if they'll just take my word for it. This is just a bad situation as I'm starting school in two weeks. I did some work on it (not much), but there's a limited timeframe to get this replaced + set up. Anyway, thank you everyone for the suggestions. I guess I'll just have to go through Dell.

 

are you worried about data on the drive as well? or are you just trying to get your drive replaced?

 

I'd like to save the data if possible -- after all, I transfered a lot of stuff from my other computers and did a bit of work. So if I was able to get a replacement, I could see if I could swap drives + salvage some. If I sent it in for repair though, I don't know if they'll be able to transfer any data or not.

However, if it looks like the hard drive is screwed, then it doesn't really matter if I just mail it in for repairs or get it repaired (although getting a replacement is definitely preferable.. don't know if it'll break again in the future). I think I will try calling my representative for customer care, see if I can get replacement and if there's nothing they can do, then try technical support to see what's up. It would also be great if they can send a tech over, but that's not covered under my warranty (standard mail-in).

I just want the computer working, bottom line. It's just frustrating because it was working yesterday morning, and in addition I had to send it in for repairs when I first received it.

 

Well, amazingly (and curiously), I'm posting from my computer! I'm currently backing up necessary information because I'm afraid to tempt fate by turning the computer off then on again.

I guess the hard drive wasn't seated properly. I've been turning the computer on and off, looking up diagnostic codes, and it just worked the last time. If possible, I'd still like to get a replacement but it's good for now. Thanks for the replies guys.

 

After about a week, it seemed that my hard drive called it quits. Fortunately, I was able to back up the most crucial data that I worked on (but not everything). However, I called Dell Support on Friday (great experience, incidentally) and I think I'll get a new hard disk tomorrow (if it doesn't work, then I might as well ask for a replacement). I tried a couple methods to get the hard drive moving again, but I think there was some physical defect.

Quick question -- I have to send the broken hard drive back, which Dell says that they'll pay for. Is this going to be through DHL or rather through USPS? I am wondering that once I meet the delivery person whether I need to have the broken one ready for return. Thanks.

 

I think UPS but I'm not sure. I'm getting my recovery disks from Dell through DHL so I'm not certain.