Dell support nightmare help needed

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

I am an independent computer technician.

A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
with service tag 9kr3761, Dell issue number 103961017.

The machine has been kept very clean with entirely stock Dell-branded
hardware and original software.

The customer asked me to solve a problem that the machine was
beginning to have trouble in reading some CDs and in writing CD-Rs.

Since he is under Dell "next business day" warranty, I first went to
Dell chat.

After about an hour of chat, the Dell suggested modifying the registry
and upgrading the Combo drive firmware.

This I did. The Combo drive seemed now to recognize CD's that it was
only recalibrating on before.

Unfortunately I was unable to test even more because now the Dell
wireless keyboard and mouse stopped working.

After another hour of chat -- five minutes or more lag between
interactions -- the Dell tech suggested upgrading the Bios. This I
did.

Now the system fails to boot with a Diskette not found error.

This is of course true since the system was not configured with one.

Getting into the bios to check and change values is impossible since
both the wireless keyboard and mouse do not work nor do dedicated
wired mouse and keyboard work. (The diagnostics leds are all green.)

After a further hour of Dell troubleshooting the technician admitted
his database regarding the system was down. I asked for a box and
a RMA number to ship the machine to Dell. The tech said I needed
further troubleshooting and to ship me a motherboard for installation
by the owner.

Finally, after a fourth hour of chat where once again the tech
said that he could not reach the Dell config database he says that
more toubleshooting is necessary. My request for a box and an RMA
number was ignored.

How many hours of fruitless troubleshooting should I do and what
should I do now? The client would not be able to put in a motherboard
and he cannot afford my help interminably.

If this is the best warranty that Dell has, and it is proving
worthless or Dell is purposfuly making the troubleshooting painfully
slow to discourage warranty expense, should I just recommend the
customer sue in small-claims for damages under our long-arm law?

Needless to say, this customer's experience has shown me that I
should not personally buy more of the dozen Dell systems I have bought
over the years. How do you guys take this and what should I do?

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

I've read the handful of replies to your post. As the problem with the
optical drive did not seem to appear suddenly, indicating a sudden hardware
failure, I would have been hesitant to do any fooling around in the
registry. Same goes for messing with the firmware. I would be looking in
Device Manager for any indications of problems. I know of drives that have
never had a firmware upgrade, are years old, and are operating perfectly to
this day. I would have tried removing the device drivers in Device Manager
and rebooting the machine, allowing Windows to find the drivers and
reinstall them from scratch.

As to your problem with Dell Chat I can only say that I would have picked up
the phone and called Dell Technical Support. The machine is under warranty.
I would give them one hour to fix the drive and then I would insist on an
RMA and send the unit to Dell for warranty repair. Which is what the owner
of the system should have done. Why did the owner enlist your services, for
which he would be charged, when he could just call Dell and send the machine
in for work?

"Wit held by request" <zero@zero.com> wrote in message
news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
>I am an independent computer technician.
>
> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> with service tag 9kr3761, Dell issue number 103961017.
>
> The machine has been kept very clean with entirely stock Dell-branded
> hardware and original software.
>
> The customer asked me to solve a problem that the machine was
> beginning to have trouble in reading some CDs and in writing CD-Rs.
>
> Since he is under Dell "next business day" warranty, I first went to
> Dell chat.
>
> After about an hour of chat, the Dell suggested modifying the registry
> and upgrading the Combo drive firmware.
>
> This I did. The Combo drive seemed now to recognize CD's that it was
> only recalibrating on before.
>
> Unfortunately I was unable to test even more because now the Dell
> wireless keyboard and mouse stopped working.
>
> After another hour of chat -- five minutes or more lag between
> interactions -- the Dell tech suggested upgrading the Bios. This I
> did.
>
> Now the system fails to boot with a Diskette not found error.
>
> This is of course true since the system was not configured with one.
>
> Getting into the bios to check and change values is impossible since
> both the wireless keyboard and mouse do not work nor do dedicated
> wired mouse and keyboard work. (The diagnostics leds are all green.)
>
> After a further hour of Dell troubleshooting the technician admitted
> his database regarding the system was down. I asked for a box and
> a RMA number to ship the machine to Dell. The tech said I needed
> further troubleshooting and to ship me a motherboard for installation
> by the owner.
>
> Finally, after a fourth hour of chat where once again the tech
> said that he could not reach the Dell config database he says that
> more toubleshooting is necessary. My request for a box and an RMA
> number was ignored.
>
> How many hours of fruitless troubleshooting should I do and what
> should I do now? The client would not be able to put in a motherboard
> and he cannot afford my help interminably.
>
> If this is the best warranty that Dell has, and it is proving
> worthless or Dell is purposfuly making the troubleshooting painfully
> slow to discourage warranty expense, should I just recommend the
> customer sue in small-claims for damages under our long-arm law?
>
> Needless to say, this customer's experience has shown me that I
> should not personally buy more of the dozen Dell systems I have bought
> over the years. How do you guys take this and what should I do?
>
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Ok I will bite but it seems like a troll as I checked Dell's web site
and they have no record of any support calls at all?

This link may not work as I do have a premier account with Dell
http://support.dell.com/support/supporthistory/search.aspx?c=us&cs=19&l=
en&s=dhs

The warranty on this computer near as I can tell has next day on-site
support so they will send out a technician to install the motherboard.
When I had a hard drive fail, Dell offered to send out a technician to
install the drive!

I feel you should have escalated the problem and asked for a supervisor.

Wayne

Wit held by request wrote:

> I am an independent computer technician.
>
> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> with service tag 9kr3761, Dell issue number 103961017.
>
> The machine has been kept very clean with entirely stock Dell-branded
> hardware and original software.
>
> The customer asked me to solve a problem that the machine was
> beginning to have trouble in reading some CDs and in writing CD-Rs.
>
> Since he is under Dell "next business day" warranty, I first went to
> Dell chat.
>
> After about an hour of chat, the Dell suggested modifying the registry
> and upgrading the Combo drive firmware.
>
> This I did. The Combo drive seemed now to recognize CD's that it was
> only recalibrating on before.
>
> Unfortunately I was unable to test even more because now the Dell
> wireless keyboard and mouse stopped working.
>
> After another hour of chat -- five minutes or more lag between
> interactions -- the Dell tech suggested upgrading the Bios. This I
> did.
>
> Now the system fails to boot with a Diskette not found error.
>
> This is of course true since the system was not configured with one.
>
> Getting into the bios to check and change values is impossible since
> both the wireless keyboard and mouse do not work nor do dedicated
> wired mouse and keyboard work. (The diagnostics leds are all green.)
>
> After a further hour of Dell troubleshooting the technician admitted
> his database regarding the system was down. I asked for a box and
> a RMA number to ship the machine to Dell. The tech said I needed
> further troubleshooting and to ship me a motherboard for installation
> by the owner.
>
> Finally, after a fourth hour of chat where once again the tech
> said that he could not reach the Dell config database he says that
> more toubleshooting is necessary. My request for a box and an RMA
> number was ignored.
>
> How many hours of fruitless troubleshooting should I do and what
> should I do now? The client would not be able to put in a motherboard
> and he cannot afford my help interminably.
>
> If this is the best warranty that Dell has, and it is proving
> worthless or Dell is purposfuly making the troubleshooting painfully
> slow to discourage warranty expense, should I just recommend the
> customer sue in small-claims for damages under our long-arm law?
>
> Needless to say, this customer's experience has shown me that I
> should not personally buy more of the dozen Dell systems I have bought
> over the years. How do you guys take this and what should I do?

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

I've had a problem with pc and cdr not working and it was related to too
many different audio and burning software isntalled at the same time
causing corruption and confusion. problem was solved when all were
removed and just the one or two that were nec were reloaded from scratch.


Wit held by request wrote:
> I am an independent computer technician.
>
> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> with service tag 9kr3761, Dell issue number 103961017.
>
> The machine has been kept very clean with entirely stock Dell-branded
> hardware and original software.
>
> The customer asked me to solve a problem that the machine was
> beginning to have trouble in reading some CDs and in writing CD-Rs.
>
> Since he is under Dell "next business day" warranty, I first went to
> Dell chat.
>
> After about an hour of chat, the Dell suggested modifying the registry
> and upgrading the Combo drive firmware.
>
> This I did. The Combo drive seemed now to recognize CD's that it was
> only recalibrating on before.
>
> Unfortunately I was unable to test even more because now the Dell
> wireless keyboard and mouse stopped working.
>
> After another hour of chat -- five minutes or more lag between
> interactions -- the Dell tech suggested upgrading the Bios. This I
> did.
>
> Now the system fails to boot with a Diskette not found error.
>
> This is of course true since the system was not configured with one.
>
> Getting into the bios to check and change values is impossible since
> both the wireless keyboard and mouse do not work nor do dedicated
> wired mouse and keyboard work. (The diagnostics leds are all green.)
>
> After a further hour of Dell troubleshooting the technician admitted
> his database regarding the system was down. I asked for a box and
> a RMA number to ship the machine to Dell. The tech said I needed
> further troubleshooting and to ship me a motherboard for installation
> by the owner.
>
> Finally, after a fourth hour of chat where once again the tech
> said that he could not reach the Dell config database he says that
> more toubleshooting is necessary. My request for a box and an RMA
> number was ignored.
>
> How many hours of fruitless troubleshooting should I do and what
> should I do now? The client would not be able to put in a motherboard
> and he cannot afford my help interminably.
>
> If this is the best warranty that Dell has, and it is proving
> worthless or Dell is purposfuly making the troubleshooting painfully
> slow to discourage warranty expense, should I just recommend the
> customer sue in small-claims for damages under our long-arm law?
>
> Needless to say, this customer's experience has shown me that I
> should not personally buy more of the dozen Dell systems I have bought
> over the years. How do you guys take this and what should I do?
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Plug in a non-wireless keyboard and mouse, reset the BIOS to ignore the floppy
diskette, and see what happens then. Also, check the BIOS settings for keyboard
and mouse while you're at it.

I am mildly surprised that you had not tried non-wireless keyboard and mouse
previously... Ben Myers

On Thu, 30 Jun 2005 16:52:57 -0700, Wit held by request <zero@zero.com> wrote:

>I am an independent computer technician.
>
>A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
>with service tag 9kr3761, Dell issue number 103961017.
>
>The machine has been kept very clean with entirely stock Dell-branded
>hardware and original software.
>
>The customer asked me to solve a problem that the machine was
>beginning to have trouble in reading some CDs and in writing CD-Rs.
>
>Since he is under Dell "next business day" warranty, I first went to
>Dell chat.
>
>After about an hour of chat, the Dell suggested modifying the registry
>and upgrading the Combo drive firmware.
>
>This I did. The Combo drive seemed now to recognize CD's that it was
>only recalibrating on before.
>
>Unfortunately I was unable to test even more because now the Dell
>wireless keyboard and mouse stopped working.
>
>After another hour of chat -- five minutes or more lag between
>interactions -- the Dell tech suggested upgrading the Bios. This I
>did.
>
>Now the system fails to boot with a Diskette not found error.
>
>This is of course true since the system was not configured with one.
>
>Getting into the bios to check and change values is impossible since
>both the wireless keyboard and mouse do not work nor do dedicated
>wired mouse and keyboard work. (The diagnostics leds are all green.)
>
>After a further hour of Dell troubleshooting the technician admitted
>his database regarding the system was down. I asked for a box and
>a RMA number to ship the machine to Dell. The tech said I needed
>further troubleshooting and to ship me a motherboard for installation
>by the owner.
>
>Finally, after a fourth hour of chat where once again the tech
>said that he could not reach the Dell config database he says that
>more toubleshooting is necessary. My request for a box and an RMA
>number was ignored.
>
>How many hours of fruitless troubleshooting should I do and what
>should I do now? The client would not be able to put in a motherboard
>and he cannot afford my help interminably.
>
>If this is the best warranty that Dell has, and it is proving
>worthless or Dell is purposfuly making the troubleshooting painfully
>slow to discourage warranty expense, should I just recommend the
>customer sue in small-claims for damages under our long-arm law?
>
>Needless to say, this customer's experience has shown me that I
>should not personally buy more of the dozen Dell systems I have bought
>over the years. How do you guys take this and what should I do?
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Fri, 01 Jul 2005 00:07:12 GMT, ben_myers_spam_me_not @ charter.net
(Ben Myers) wrote:

>Plug in a non-wireless keyboard and mouse, reset the BIOS to ignore the floppy
>diskette, and see what happens then. Also, check the BIOS settings for keyboard
>and mouse while you're at it.
>
>I am mildly surprised that you had not tried non-wireless keyboard and mouse
>previously... Ben Myers

I did. I brought in a known good ps2 mouse and keyboard, but it also
did not work.

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

>
> I am mildly surprised that you had not tried non-wireless keyboard and
> mouse
> previously... Ben Myers
>

Ben, read more closely:

>Getting into the bios to check and change values is impossible since
>both the wireless keyboard and mouse do not work nor do dedicated

^^^^^^^^^^^^^
>wired mouse and keyboard work. (The diagnostics leds are all green.)
^^^^^^^^^^^^^^^^^^^^^^^^^^

I would suggest clearing the CMOS with the PS/2 (dedicated) mouse and
keyboard connected, and let the system re-detect its devices and setup its
resources. Perhaps then the machine will be able to boot.

- NuTs

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

<ben_myers_spam_me_not @ charter.net (Ben Myers)> wrote in message
news:42c488aa.33484558@nntp.charter.net...

<snip>

> I am mildly surprised that you had not tried non-wireless keyboard and
> mouse
> previously... Ben Myers
>


One would think that goes w/o saying, but apparently it does not.


Stew

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Always easier to blame it all on big bad Dell.

Ted Zieglar

"S.Lewis" <stew1960@cover.bellsouth.net> wrote in message
news:S82xe.6069$du.308@bignews1.bellsouth.net...
>
> <ben_myers_spam_me_not @ charter.net (Ben Myers)> wrote in message
> news:42c488aa.33484558@nntp.charter.net...
>
> <snip>
>
>> I am mildly surprised that you had not tried non-wireless keyboard and
>> mouse
>> previously... Ben Myers
>>
>
>
> One would think that goes w/o saying, but apparently it does not.
>
>
> Stew
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Didn't bother reading the original post very well huh?

1. He DID try a directly connected mouse and keyboard.

2. Dell tech support took a mildly annoying problem (CD issue) and then
turned it into an issue that rendered the entire system unuseable.

3. And after many hours of "troubleshooting" (more like "troublemaking"!)
they want to continue. Maybe they think they can make the entire system
explode and thus eliminate their responsibility to fix it?


"Ted Zieglar" <teddyz@notmail.com> wrote in message
news:4LidnYWidK-tLVnfRVn-pw@comcast.com...
> Always easier to blame it all on big bad Dell.
>
> Ted Zieglar
>
> "S.Lewis" <stew1960@cover.bellsouth.net> wrote in message
> news:S82xe.6069$du.308@bignews1.bellsouth.net...
> >
> > <ben_myers_spam_me_not @ charter.net (Ben Myers)> wrote in message
> > news:42c488aa.33484558@nntp.charter.net...
> >
> > <snip>
> >
> >> I am mildly surprised that you had not tried non-wireless keyboard and
> >> mouse
> >> previously... Ben Myers
> >>
> >
> >
> > One would think that goes w/o saying, but apparently it does not.
> >
> >
> > Stew
> >
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

The CD firmware update fixed the original problem. There seem to be a lot
of CD firmware updates around.

And people who don't know computers will often enlist the help of those that
do. Would the average user know anything about firmware updates? BIOS
flashing? BIOS settings?

And I'm not sure getting on an endless phone call would have been any better
in this case. Probably more frustrating as the OE tried to figure out what
they were sayng, which is usually easier via the written word.

"Kevin" <webman6@hotmail.com> wrote in message
news:h81xe.49$KR3.4132@news.uswest.net...
> I've read the handful of replies to your post. As the problem with the
> optical drive did not seem to appear suddenly, indicating a sudden
hardware
> failure, I would have been hesitant to do any fooling around in the
> registry. Same goes for messing with the firmware. I would be looking in
> Device Manager for any indications of problems. I know of drives that
have
> never had a firmware upgrade, are years old, and are operating perfectly
to
> this day. I would have tried removing the device drivers in Device
Manager
> and rebooting the machine, allowing Windows to find the drivers and
> reinstall them from scratch.
>
> As to your problem with Dell Chat I can only say that I would have picked
up
> the phone and called Dell Technical Support. The machine is under
warranty.
> I would give them one hour to fix the drive and then I would insist on an
> RMA and send the unit to Dell for warranty repair. Which is what the
owner
> of the system should have done. Why did the owner enlist your services,
for
> which he would be charged, when he could just call Dell and send the
machine
> in for work?
>
> "Wit held by request" <zero@zero.com> wrote in message
> news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
> >I am an independent computer technician.
> >
> > A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> > with service tag 9kr3761, Dell issue number 103961017.
> >
> > The machine has been kept very clean with entirely stock Dell-branded
> > hardware and original software.
> >
> > The customer asked me to solve a problem that the machine was
> > beginning to have trouble in reading some CDs and in writing CD-Rs.
> >
> > Since he is under Dell "next business day" warranty, I first went to
> > Dell chat.
> >
> > After about an hour of chat, the Dell suggested modifying the registry
> > and upgrading the Combo drive firmware.
> >
> > This I did. The Combo drive seemed now to recognize CD's that it was
> > only recalibrating on before.
> >
> > Unfortunately I was unable to test even more because now the Dell
> > wireless keyboard and mouse stopped working.
> >
> > After another hour of chat -- five minutes or more lag between
> > interactions -- the Dell tech suggested upgrading the Bios. This I
> > did.
> >
> > Now the system fails to boot with a Diskette not found error.
> >
> > This is of course true since the system was not configured with one.
> >
> > Getting into the bios to check and change values is impossible since
> > both the wireless keyboard and mouse do not work nor do dedicated
> > wired mouse and keyboard work. (The diagnostics leds are all green.)
> >
> > After a further hour of Dell troubleshooting the technician admitted
> > his database regarding the system was down. I asked for a box and
> > a RMA number to ship the machine to Dell. The tech said I needed
> > further troubleshooting and to ship me a motherboard for installation
> > by the owner.
> >
> > Finally, after a fourth hour of chat where once again the tech
> > said that he could not reach the Dell config database he says that
> > more toubleshooting is necessary. My request for a box and an RMA
> > number was ignored.
> >
> > How many hours of fruitless troubleshooting should I do and what
> > should I do now? The client would not be able to put in a motherboard
> > and he cannot afford my help interminably.
> >
> > If this is the best warranty that Dell has, and it is proving
> > worthless or Dell is purposfuly making the troubleshooting painfully
> > slow to discourage warranty expense, should I just recommend the
> > customer sue in small-claims for damages under our long-arm law?
> >
> > Needless to say, this customer's experience has shown me that I
> > should not personally buy more of the dozen Dell systems I have bought
> > over the years. How do you guys take this and what should I do?
> >
> >
>
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Oops! Missed that part about the wired keyboard and mouse.

Unplug the computer, open up the chassis, remove the C2032 battery, let computer
sit for a couple of hours, insert battery and power up. This should give a
corrupt CMOS status and enable you to get into the BIOS setup. You can
generally provoke an entry onto the BIOS setup by mindlessly holding down a
number of keys on the keyboard when powering up the computer, causing a keyboard
error. Usually a simple F2 does it with Dell.

Do the WIRED keyboard lights blink when the system is first powered up? If not,
then consider the motherboard hosed, with a burned out keyboard port, and
request another from Dell.

If you do request any parts from Dell, make doubly sure (NO! tripley sure!)
that the Dell service tech gets your "ship to" address right. The Dell support
people who do not speak English as a first language do not do very well on
addresses, and I've had parts held up getting here... Ben Myers

On Thu, 30 Jun 2005 17:12:02 -0700, Wit held by request <zero@zero.com> wrote:

>On Fri, 01 Jul 2005 00:07:12 GMT, ben_myers_spam_me_not @ charter.net
>(Ben Myers) wrote:
>
>>Plug in a non-wireless keyboard and mouse, reset the BIOS to ignore the floppy
>>diskette, and see what happens then. Also, check the BIOS settings for keyboard
>>and mouse while you're at it.
>>
>>I am mildly surprised that you had not tried non-wireless keyboard and mouse
>>previously... Ben Myers
>
>I did. I brought in a known good ps2 mouse and keyboard, but it also
>did not work.
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"snert" <snert@bowwow.com> wrote in message news:zx3xe.2138$394.1013@fe07.lga...

> And I'm not sure getting on an endless phone call would have been any better
> in this case. Probably more frustrating as the OE tried to figure out what
> they were sayng, which is usually easier via the written word.

Just to chime in on the subject of chat support. I had reason to give it
a go recently. On the plus side, I was connected to a tech very quickly
and there was no spoken language barrier. However, I too would have
to say that it was a time consuming ordeal. Based on the time it took
the tech to respond to my comments, and the fact that at one point she
posted instructions for a course of action that was totally irrelevant to
my issue, I assume that she was handling multiple chats in parallel. The
lag, if you will, was compounded by the fact that she wanted to provide
individual, step by step instructions. So, rather than "open Device
Manager" it was "Click the Start Button", wait for me to respond that
I did so, "Click Settings", wait for me to respond that I did so, "click
Control Panel", wait for me to respond that I did so... that sort of thing.
Although I did convince her to dispense with such step by steps, she
then resorted to what, based on the words/phrases used, were manually
typed summaries of the operations to be performed. Obviously, some
kind of easily triggered script that dumps a block of instructions would
be more efficient. But whatever. We proceeded several steps into a
scripted debug session (rather than one that cut to the heart of the
matter) and then I lost connectivity with the site. Which was probably
a blessing, for I suspect we would have been at it a very long time and
I'm not sure I would have had the patience.

I can't condemn Dell chat support based on just one sample, but I
would be very hesitant to use it in the future, at least for any issue
where I think they might walk me through numerous diagnostic
steps. The latter has the potential to be excruciatingly painful.

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Wit held by request" <zero@zero.com> wrote in message
news:bg29c112otrpe8skvvnlkdiqmubf9jbfo6@4ax.com...
> On Fri, 01 Jul 2005 00:07:12 GMT, ben_myers_spam_me_not @ charter.net
> (Ben Myers) wrote:
>
>>Plug in a non-wireless keyboard and mouse, reset the BIOS to ignore the
>>floppy
>>diskette, and see what happens then. Also, check the BIOS settings for
>>keyboard
>>and mouse while you're at it.
>>
>>I am mildly surprised that you had not tried non-wireless keyboard and
>>mouse
>>previously... Ben Myers
>
> I did. I brought in a known good ps2 mouse and keyboard, but it also
> did not work.
>


If you can't get either a PS2 or USB wired mouse/keyboard to function to the
point of entering BIOS (or even showing Numlock or other enabled LEDs on the
kb), then you're done.

Time for them to bring a new board once you've tried both and are satisfied
you're locked out.


Stew

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"User N" <usern@invalid.invalid> wrote:
>[chat is] a time consuming ordeal. Based on the time it took
>the tech to respond to my comments, and the fact that at one point she
>posted instructions for a course of action that was totally irrelevant to
>my issue, I assume that she was handling multiple chats in parallel.

While it's not unique to Dell, this is the reason I'll never use
online chat "support". In every case that I've tried it in
desperation "Your call is very important to us, and your average hold
time is 5 proton decays" it's clear that they are running multiple
problems in parallel, and wasting your time to make the most efficient
use of their time.

IMNSHO, and IMNSLE, Email tech support is the worst (a "script monkey"
with hour-long delays), chat support is next (multitasking script
monkey with minute-long delays), and direct phone calls are only
"best" by virtue of not being worst (script monkey in real-time, using
VOIP). Actually, if you win the "boy am I lost" lottery and get
bumped up to second level tech support, you can usually find someone
who has some personal troubleshooting experience and who will be happy
to dispense with the inanities ("I don't care what the weather is
where you are, or how many children you have, or how you are feeling,
please open the Device Manager and let's get on with solving your
problem.")

I'd like to think that email tech support would be better, but I
invariably find that they are in a different universe ("I'm having
trouble with my DVD drive, as it won't read any movies, though it does
OK on DVD-Roms" -> "I understand that you are having trouble playing
movies, you need to install Dell Support 3.14 so that we can determine
if your video drivers need updating."), or end up referring me to a
mandatory phone tech support call in order to ship out a replacement
part.

At least with phone support you can hang up when you realize that you
aren't communicating.

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Thu, 30 Jun 2005 16:52:57 -0700, Wit held by request
<zero@zero.com> wrote:


Thank you all for your helpful advice!
I finally came to the right place.

Wit held

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

"Wit held by request" <zero@zero.com> wrote in message
news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
>I am an independent computer technician.
>

Suprising info after reading the rest of your post.

> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> with service tag 9kr3761, Dell issue number 103961017.
>
> The machine has been kept very clean with entirely stock Dell-branded
> hardware and original software.
>
> The customer asked me to solve a problem that the machine was
> beginning to have trouble in reading some CDs and in writing CD-Rs.
>
> Since he is under Dell "next business day" warranty, I first went to
> Dell chat.
>

Then why is he bringing it to you and even better, why are you attempting to
service it.
Would it not have made more sense to inform the customer that you are not an
authorized Dell support center and refer them to contact Dell?

> After about an hour of chat, the Dell suggested modifying the registry
> and upgrading the Combo drive firmware.
>
> This I did. The Combo drive seemed now to recognize CD's that it was
> only recalibrating on before.
>

This is good, he/she did their job.

> Unfortunately I was unable to test even more because now the Dell
> wireless keyboard and mouse stopped working.
>

If the keyboard and mouse stopped working, how were you able to determine
the drive was recognizing the CD?
Were you able to view the drives directory?


> After another hour of chat -- five minutes or more lag between
> interactions -- the Dell tech suggested upgrading the Bios. This I
> did.
>
> Now the system fails to boot with a Diskette not found error.
>
> This is of course true since the system was not configured with one.
>

And as an independent computer technician, you are unaware of what steps to
take to get around this?
Perhaps presssing F2 during boot to enter BIOS setup and checking Boot Drive
sequence settings...or connecting a floppy drive and using an emergency boot
disk to boot. Hmm, how about a BIOS reset with jumper/battery (something
that is common after any BIOS update).

> Getting into the bios to check and change values is impossible since
> both the wireless keyboard and mouse do not work nor do dedicated
> wired mouse and keyboard work. (The diagnostics leds are all green.)
>

How about attaching a standard (wired PS2) mouse and keyboard?

> After a further hour of Dell troubleshooting the technician admitted
> his database regarding the system was down. I asked for a box and
> a RMA number to ship the machine to Dell. The tech said I needed
> further troubleshooting and to ship me a motherboard for installation
> by the owner.
>

My understanding is they send you (or a tech) the parts for on-site install.
So his not wanting to send you a box and RMA number would make sense.


> Finally, after a fourth hour of chat where once again the tech
> said that he could not reach the Dell config database he says that
> more toubleshooting is necessary. My request for a box and an RMA
> number was ignored.
>

See above. It was not "ignored", it is simply not how they do it.

> How many hours of fruitless troubleshooting should I do and what
> should I do now? The client would not be able to put in a motherboard
> and he cannot afford my help interminably.
>

Why is he paying for your help to begin with? You yourself have said he is
inder warranty.
Why is he not contacting Dell to setup service with a qualified technician?
How many hours will it take him (and you) to realize you are not the guy for
the job?

> If this is the best warranty that Dell has, and it is proving
> worthless or Dell is purposfuly making the troubleshooting painfully
> slow to discourage warranty expense, should I just recommend the
> customer sue in small-claims for damages under our long-arm law?
>

I would recommend he contact Dell support and request service under the
warranty you have said he has.
A very good warranty in my experience. Had a power supply fail and after
about 20 minutes in chat explaining to their rep what the symptoms were and
what troubleshooting I had done ( I am also a PC Tech), he responded that he
would replace both Power Supply and Motherboard. He then asked if I would
like a tech to install or felt I could do it myself. Agreed to do it myself.
He confirmed my address for shipment. This was at 7PM this past Saturday
night. At about 1PM Tuesday a local Dell tech dropped the parts at my home
as they had been shipped to them by mistake. Other than the goof on
shipping, not bad in my book. New part is in (motherboard was not needed)
and old parts on their way back to Dell with prepaid label they provided in
box.

> Needless to say, this customer's experience has shown me that I
> should not personally buy more of the dozen Dell systems I have bought
> over the years. How do you guys take this and what should I do?
>

I say at this point the customers bad experience has not been with Dell.
You are a technician, own a dozen dells yourself, and are not familiar with
how to troubleshoot a CDR Drive issue.
I take this as you are trolling or need to find a new line of work.

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

On Fri, 1 Jul 2005 10:47:19 -0400, "PC Medic" <not@home.com> wrote:

>
>"Wit held by request" <zero@zero.com> wrote in message
>news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
>>I am an independent computer technician.
>>
>
>Suprising info after reading the rest of your post.
>
>> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
>> with service tag 9kr3761, Dell issue number 103961017.
>>
>> The machine has been kept very clean with entirely stock Dell-branded
>> hardware and original software.
>>
>> The customer asked me to solve a problem that the machine was
>> beginning to have trouble in reading some CDs and in writing CD-Rs.
>>
>> Since he is under Dell "next business day" warranty, I first went to
>> Dell chat.
>>
>
>Then why is he bringing it to you and even better, why are you attempting to
>service it.
>Would it not have made more sense to inform the customer that you are not an
>authorized Dell support center and refer them to contact Dell?

>>
>
>If the keyboard and mouse stopped working, how were you able to determine
>the drive was recognizing the CD?
>Were you able to view the drives directory?

I was able to get some information from the drive without the keyboard
and mouse by simple inserting a CD in the drive that was previously
not recognized. This time it was recognized.
>
>
>> After another hour of chat -- five minutes or more lag between
>> interactions -- the Dell tech suggested upgrading the Bios. This I
>> did.
>>
>> Now the system fails to boot with a Diskette not found error.
>>
>> This is of course true since the system was not configured with one.
>>
>
>And as an independent computer technician, you are unaware of what steps to
>take to get around this?
>Perhaps presssing F2 during boot to enter BIOS setup and checking Boot Drive

This was done

>sequence settings...or connecting a floppy drive and using an emergency boot
>disk to boot. Hmm, how about a BIOS reset with jumper/battery (something
>that is common after any BIOS update).

Doing non-standard work when not explicitly authorized by Dell would
really make me "own" the reaaiir and the resulting expense to the
customer.

>
>> Getting into the bios to check and change values is impossible since
>> both the wireless keyboard and mouse do not work nor do dedicated
>> wired mouse and keyboard work. (The diagnostics leds are all green.)
>>
>
>How about attaching a standard (wired PS2) mouse and keyboard?

I did this. Pressed Del and / or F2 on boot, etc.
>
>> After a further hour of Dell troubleshooting the technician admitted
>> his database regarding the system was down. I asked for a box and
>> a RMA number to ship the machine to Dell. The tech said I needed
>> further troubleshooting and to ship me a motherboard for installation
>> by the owner.
>>
>
>My understanding is they send you (or a tech) the parts for on-site install.
>So his not wanting to send you a box and RMA number would make sense.
>
>
>> Finally, after a fourth hour of chat where once again the tech
>> said that he could not reach the Dell config database he says that
>> more toubleshooting is necessary. My request for a box and an RMA
>> number was ignored.
>>
>
>See above. It was not "ignored", it is simply not how they do it.


>
>> How many hours of fruitless troubleshooting should I do and what
>> should I do now? The client would not be able to put in a motherboard
>> and he cannot afford my help interminably.
>>
>
>Why is he paying for your help to begin with? You yourself have said he is
>inder warranty.


The customer felt that he needed an intermediary with Dell.
I was glad to oblige, although I suggested that it would get
expensive. Not much point in paying a substantial fraction of the
cost of the system for maintenance that in theory is included
in the original order.

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Isn't anyone, other than ;you, of course, who has problems with a computer
a "troll" ? >g<


/
"wayne" <nope@nowhere.com> wrote in message
news:5Lidnep-majECVnfRVn-rQ@comcast.com...
> Ok I will bite but it seems like a troll as I checked Dell's web site
> and they have no record of any support calls at all?
>
> This link may not work as I do have a premier account with Dell
> http://support.dell.com/support/supporthistory/search.aspx?c=us&cs=19&l=
> en&s=dhs
>
> The warranty on this computer near as I can tell has next day on-site
> support so they will send out a technician to install the motherboard.
> When I had a hard drive fail, Dell offered to send out a technician to
> install the drive!
>
> I feel you should have escalated the problem and asked for a supervisor.
>
> Wayne
>
> Wit held by request wrote:
>
>> I am an independent computer technician.
>>
>> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
>> with service tag 9kr3761, Dell issue number 103961017.
>>
>> The machine has been kept very clean with entirely stock Dell-branded
>> hardware and original software.
>>
>> The customer asked me to solve a problem that the machine was
>> beginning to have trouble in reading some CDs and in writing CD-Rs.
>>
>> Since he is under Dell "next business day" warranty, I first went to
>> Dell chat.
>>
>> After about an hour of chat, the Dell suggested modifying the registry
>> and upgrading the Combo drive firmware.
>>
>> This I did. The Combo drive seemed now to recognize CD's that it was
>> only recalibrating on before.
>>
>> Unfortunately I was unable to test even more because now the Dell
>> wireless keyboard and mouse stopped working.
>>
>> After another hour of chat -- five minutes or more lag between
>> interactions -- the Dell tech suggested upgrading the Bios. This I
>> did.
>>
>> Now the system fails to boot with a Diskette not found error.
>>
>> This is of course true since the system was not configured with one.
>>
>> Getting into the bios to check and change values is impossible since
>> both the wireless keyboard and mouse do not work nor do dedicated
>> wired mouse and keyboard work. (The diagnostics leds are all green.)
>>
>> After a further hour of Dell troubleshooting the technician admitted
>> his database regarding the system was down. I asked for a box and
>> a RMA number to ship the machine to Dell. The tech said I needed
>> further troubleshooting and to ship me a motherboard for installation
>> by the owner.
>>
>> Finally, after a fourth hour of chat where once again the tech
>> said that he could not reach the Dell config database he says that
>> more toubleshooting is necessary. My request for a box and an RMA
>> number was ignored.
>>
>> How many hours of fruitless troubleshooting should I do and what
>> should I do now? The client would not be able to put in a motherboard
>> and he cannot afford my help interminably.
>>
>> If this is the best warranty that Dell has, and it is proving
>> worthless or Dell is purposfuly making the troubleshooting painfully
>> slow to discourage warranty expense, should I just recommend the
>> customer sue in small-claims for damages under our long-arm law?
>>
>> Needless to say, this customer's experience has shown me that I
>> should not personally buy more of the dozen Dell systems I have bought
>> over the years. How do you guys take this and what should I do?

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Not sure if this is a ray of hope or not for PC Support Call Center
Victims. Of late the companies that subcontract to provide this support
from India are looking to hire North American and European Techs to help
fill their shortages and deal with some of the language issues. Not sure of
the wages or the competency that will be offered. Anyone feel like taking
an out of town job, way out of town.

KC


"Wit held by request" <zero@zero.com> wrote in message
news:q7mac1hevfnksud907vjh3do99gfj7s6lo@4ax.com...
> On Fri, 1 Jul 2005 10:47:19 -0400, "PC Medic" <not@home.com> wrote:
>
> >
> >"Wit held by request" <zero@zero.com> wrote in message
> >news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
> >>I am an independent computer technician.
> >>
> >
> >Suprising info after reading the rest of your post.
> >
> >> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> >> with service tag 9kr3761, Dell issue number 103961017.
> >>
> >> The machine has been kept very clean with entirely stock Dell-branded
> >> hardware and original software.
> >>
> >> The customer asked me to solve a problem that the machine was
> >> beginning to have trouble in reading some CDs and in writing CD-Rs.
> >>
> >> Since he is under Dell "next business day" warranty, I first went to
> >> Dell chat.
> >>
> >
> >Then why is he bringing it to you and even better, why are you attempting
to
> >service it.
> >Would it not have made more sense to inform the customer that you are not
an
> >authorized Dell support center and refer them to contact Dell?
>
> >>
> >
> >If the keyboard and mouse stopped working, how were you able to determine
> >the drive was recognizing the CD?
> >Were you able to view the drives directory?
>
> I was able to get some information from the drive without the keyboard
> and mouse by simple inserting a CD in the drive that was previously
> not recognized. This time it was recognized.
> >
> >
> >> After another hour of chat -- five minutes or more lag between
> >> interactions -- the Dell tech suggested upgrading the Bios. This I
> >> did.
> >>
> >> Now the system fails to boot with a Diskette not found error.
> >>
> >> This is of course true since the system was not configured with one.
> >>
> >
> >And as an independent computer technician, you are unaware of what steps
to
> >take to get around this?
> >Perhaps presssing F2 during boot to enter BIOS setup and checking Boot
Drive
>
> This was done
>
> >sequence settings...or connecting a floppy drive and using an emergency
boot
> >disk to boot. Hmm, how about a BIOS reset with jumper/battery (something
> >that is common after any BIOS update).
>
> Doing non-standard work when not explicitly authorized by Dell would
> really make me "own" the reaaiir and the resulting expense to the
> customer.
>
> >
> >> Getting into the bios to check and change values is impossible since
> >> both the wireless keyboard and mouse do not work nor do dedicated
> >> wired mouse and keyboard work. (The diagnostics leds are all green.)
> >>
> >
> >How about attaching a standard (wired PS2) mouse and keyboard?
>
> I did this. Pressed Del and / or F2 on boot, etc.
> >
> >> After a further hour of Dell troubleshooting the technician admitted
> >> his database regarding the system was down. I asked for a box and
> >> a RMA number to ship the machine to Dell. The tech said I needed
> >> further troubleshooting and to ship me a motherboard for installation
> >> by the owner.
> >>
> >
> >My understanding is they send you (or a tech) the parts for on-site
install.
> >So his not wanting to send you a box and RMA number would make sense.
> >
> >
> >> Finally, after a fourth hour of chat where once again the tech
> >> said that he could not reach the Dell config database he says that
> >> more toubleshooting is necessary. My request for a box and an RMA
> >> number was ignored.
> >>
> >
> >See above. It was not "ignored", it is simply not how they do it.
>
>
> >
> >> How many hours of fruitless troubleshooting should I do and what
> >> should I do now? The client would not be able to put in a motherboard
> >> and he cannot afford my help interminably.
> >>
> >
> >Why is he paying for your help to begin with? You yourself have said he
is
> >inder warranty.
>
>
> The customer felt that he needed an intermediary with Dell.
> I was glad to oblige, although I suggested that it would get
> expensive. Not much point in paying a substantial fraction of the
> cost of the system for maintenance that in theory is included
> in the original order.
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Clearly, you are joking on me! I hear it is hotter than a cow on fire over
there!!

"Kevin Childers" <wildthing123@charter.net> wrote in message
news:vyfxe.10123$302.5451@fe04.lga...
> Not sure if this is a ray of hope or not for PC Support Call Center
> Victims. Of late the companies that subcontract to provide this support
> from India are looking to hire North American and European Techs to help
> fill their shortages and deal with some of the language issues. Not sure
of
> the wages or the competency that will be offered. Anyone feel like taking
> an out of town job, way out of town.
>
> KC
>
>
> "Wit held by request" <zero@zero.com> wrote in message
> news:q7mac1hevfnksud907vjh3do99gfj7s6lo@4ax.com...
> > On Fri, 1 Jul 2005 10:47:19 -0400, "PC Medic" <not@home.com> wrote:
> >
> > >
> > >"Wit held by request" <zero@zero.com> wrote in message
> > >news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
> > >>I am an independent computer technician.
> > >>
> > >
> > >Suprising info after reading the rest of your post.
> > >
> > >> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
> > >> with service tag 9kr3761, Dell issue number 103961017.
> > >>
> > >> The machine has been kept very clean with entirely stock Dell-branded
> > >> hardware and original software.
> > >>
> > >> The customer asked me to solve a problem that the machine was
> > >> beginning to have trouble in reading some CDs and in writing CD-Rs.
> > >>
> > >> Since he is under Dell "next business day" warranty, I first went to
> > >> Dell chat.
> > >>
> > >
> > >Then why is he bringing it to you and even better, why are you
attempting
> to
> > >service it.
> > >Would it not have made more sense to inform the customer that you are
not
> an
> > >authorized Dell support center and refer them to contact Dell?
> >
> > >>
> > >
> > >If the keyboard and mouse stopped working, how were you able to
determine
> > >the drive was recognizing the CD?
> > >Were you able to view the drives directory?
> >
> > I was able to get some information from the drive without the keyboard
> > and mouse by simple inserting a CD in the drive that was previously
> > not recognized. This time it was recognized.
> > >
> > >
> > >> After another hour of chat -- five minutes or more lag between
> > >> interactions -- the Dell tech suggested upgrading the Bios. This I
> > >> did.
> > >>
> > >> Now the system fails to boot with a Diskette not found error.
> > >>
> > >> This is of course true since the system was not configured with one.
> > >>
> > >
> > >And as an independent computer technician, you are unaware of what
steps
> to
> > >take to get around this?
> > >Perhaps presssing F2 during boot to enter BIOS setup and checking Boot
> Drive
> >
> > This was done
> >
> > >sequence settings...or connecting a floppy drive and using an emergency
> boot
> > >disk to boot. Hmm, how about a BIOS reset with jumper/battery
(something
> > >that is common after any BIOS update).
> >
> > Doing non-standard work when not explicitly authorized by Dell would
> > really make me "own" the reaaiir and the resulting expense to the
> > customer.
> >
> > >
> > >> Getting into the bios to check and change values is impossible since
> > >> both the wireless keyboard and mouse do not work nor do dedicated
> > >> wired mouse and keyboard work. (The diagnostics leds are all green.)
> > >>
> > >
> > >How about attaching a standard (wired PS2) mouse and keyboard?
> >
> > I did this. Pressed Del and / or F2 on boot, etc.
> > >
> > >> After a further hour of Dell troubleshooting the technician admitted
> > >> his database regarding the system was down. I asked for a box and
> > >> a RMA number to ship the machine to Dell. The tech said I needed
> > >> further troubleshooting and to ship me a motherboard for installation
> > >> by the owner.
> > >>
> > >
> > >My understanding is they send you (or a tech) the parts for on-site
> install.
> > >So his not wanting to send you a box and RMA number would make sense.
> > >
> > >
> > >> Finally, after a fourth hour of chat where once again the tech
> > >> said that he could not reach the Dell config database he says that
> > >> more toubleshooting is necessary. My request for a box and an RMA
> > >> number was ignored.
> > >>
> > >
> > >See above. It was not "ignored", it is simply not how they do it.
> >
> >
> > >
> > >> How many hours of fruitless troubleshooting should I do and what
> > >> should I do now? The client would not be able to put in a
motherboard
> > >> and he cannot afford my help interminably.
> > >>
> > >
> > >Why is he paying for your help to begin with? You yourself have said he
> is
> > >inder warranty.
> >
> >
> > The customer felt that he needed an intermediary with Dell.
> > I was glad to oblige, although I suggested that it would get
> > expensive. Not much point in paying a substantial fraction of the
> > cost of the system for maintenance that in theory is included
> > in the original order.
> >
>
>

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

No charge for all the abuse by some of the NG clowns...

"Wit held by request" <zero@zero.com> wrote in message
news:n2mac1hiq893cdca0g44l8cfbdirctu00s@4ax.com...
> On Thu, 30 Jun 2005 16:52:57 -0700, Wit held by request
> <zero@zero.com> wrote:
>
>
> Thank you all for your helpful advice!
> I finally came to the right place.
>
> Wit held

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

I was just pointing out that since he had supplied us with the service
tag a quick check showed no outstanding or completed service calls?

Does that not seem odd to you? I have had my share of problems with
Dell over the many years I have done business with them. i helped a
fried who had a 5 month old SATA drive fail, the replacement failed
after 2 hours. Just long enough for me to get XP reinstalled along
with SP2. I was not happy but Dell did ship a 2nd drive with assurances
that if that drive did fail they would replace the Mobo and power
supply.

Wayne

Irene wrote:

> Isn't anyone, other than ;you, of course, who has problems with a
> computer a "troll" ? >g<
>
>
> /
> "wayne" <nope@nowhere.com> wrote in message
> news:5Lidnep-majECVnfRVn-rQ@comcast.com...
> > Ok I will bite but it seems like a troll as I checked Dell's web
> > site and they have no record of any support calls at all?
> >
> > This link may not work as I do have a premier account with Dell
> > http://support.dell.com/support/supporthistory/search.aspx?c=us&cs=1
> > 9&l= en&s=dhs
> >
> > The warranty on this computer near as I can tell has next day
> > on-site support so they will send out a technician to install the
> > motherboard. When I had a hard drive fail, Dell offered to send
> > out a technician to install the drive!
> >
> > I feel you should have escalated the problem and asked for a
> > supervisor.
> >
> > Wayne
> >
> > Wit held by request wrote:
> >
> >> I am an independent computer technician.
> > >
> >> A Dell customer who bought his daughter a Dimension 4700 on
> 12/6/04, >> with service tag 9kr3761, Dell issue number 103961017.
> > >
> >> The machine has been kept very clean with entirely stock
> Dell-branded >> hardware and original software.
> > >
> >> The customer asked me to solve a problem that the machine was
> >> beginning to have trouble in reading some CDs and in writing
> CD-Rs.
> > >
> >> Since he is under Dell "next business day" warranty, I first went
> to >> Dell chat.
> > >
> >> After about an hour of chat, the Dell suggested modifying the
> registry >> and upgrading the Combo drive firmware.
> > >
> >> This I did. The Combo drive seemed now to recognize CD's that it
> was >> only recalibrating on before.
> > >
> >> Unfortunately I was unable to test even more because now the Dell
> >> wireless keyboard and mouse stopped working.
> > >
> >> After another hour of chat -- five minutes or more lag between
> >> interactions -- the Dell tech suggested upgrading the Bios. This I
> >> did.
> > >
> >> Now the system fails to boot with a Diskette not found error.
> > >
> >> This is of course true since the system was not configured with
> one.
> > >
> >> Getting into the bios to check and change values is impossible
> since >> both the wireless keyboard and mouse do not work nor do
> dedicated >> wired mouse and keyboard work. (The diagnostics leds are
> all green.)
> > >
> >> After a further hour of Dell troubleshooting the technician
> admitted >> his database regarding the system was down. I asked for a
> box and >> a RMA number to ship the machine to Dell. The tech said I
> needed >> further troubleshooting and to ship me a motherboard for
> installation >> by the owner.
> > >
> >> Finally, after a fourth hour of chat where once again the tech
> >> said that he could not reach the Dell config database he says that
> >> more toubleshooting is necessary. My request for a box and an RMA
> >> number was ignored.
> > >
> >> How many hours of fruitless troubleshooting should I do and what
> >> should I do now? The client would not be able to put in a
> motherboard >> and he cannot afford my help interminably.
> > >
> >> If this is the best warranty that Dell has, and it is proving
> >> worthless or Dell is purposfuly making the troubleshooting
> painfully >> slow to discourage warranty expense, should I just
> recommend the >> customer sue in small-claims for damages under our
> long-arm law?
> > >
> >> Needless to say, this customer's experience has shown me that I
> >> should not personally buy more of the dozen Dell systems I have
> bought >> over the years. How do you guys take this and what should
> I do?

 

[Dan]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Dell is having parts supply issues lately. Hopefully they'll get it
resolved soon and give us techs some decent parts. I got 5 calls this
week with wrong, insufficient or DOA parts from Dell (one of the
systems I got working in spite of bad parts). This record is
approximately 20% of my calls for the entire week.

I personally don't mind Dell screw-ups bcause we get paid by the call.
But of course the customer is upset cuz now the computer wont work
over the long weekend. I love how Dell puts the customer through the
ringer, then we get the part and basically we're dealing with the last
emotional "straw" on the customer's back. Any mild screw-up by the
tech and we're gonna hear the culmination of all aggrivations on our
voice-mail.


On Thu, 30 Jun 2005 16:52:57 -0700, Wit held by request
<zero@zero.com> wrote:

>I am an independent computer technician.
>
>A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
>with service tag 9kr3761, Dell issue number 103961017.
>
>The machine has been kept very clean with entirely stock Dell-branded
>hardware and original software.
>
>The customer asked me to solve a problem that the machine was
>beginning to have trouble in reading some CDs and in writing CD-Rs.
>
>Since he is under Dell "next business day" warranty, I first went to
>Dell chat.
>
>After about an hour of chat, the Dell suggested modifying the registry
>and upgrading the Combo drive firmware.
>
>This I did. The Combo drive seemed now to recognize CD's that it was
>only recalibrating on before.
>
>Unfortunately I was unable to test even more because now the Dell
>wireless keyboard and mouse stopped working.
>
>After another hour of chat -- five minutes or more lag between
>interactions -- the Dell tech suggested upgrading the Bios. This I
>did.
>
>Now the system fails to boot with a Diskette not found error.
>
>This is of course true since the system was not configured with one.
>
>Getting into the bios to check and change values is impossible since
>both the wireless keyboard and mouse do not work nor do dedicated
>wired mouse and keyboard work. (The diagnostics leds are all green.)
>
>After a further hour of Dell troubleshooting the technician admitted
>his database regarding the system was down. I asked for a box and
>a RMA number to ship the machine to Dell. The tech said I needed
>further troubleshooting and to ship me a motherboard for installation
>by the owner.
>
>Finally, after a fourth hour of chat where once again the tech
>said that he could not reach the Dell config database he says that
>more toubleshooting is necessary. My request for a box and an RMA
>number was ignored.
>
>How many hours of fruitless troubleshooting should I do and what
>should I do now? The client would not be able to put in a motherboard
>and he cannot afford my help interminably.
>
>If this is the best warranty that Dell has, and it is proving
>worthless or Dell is purposfuly making the troubleshooting painfully
>slow to discourage warranty expense, should I just recommend the
>customer sue in small-claims for damages under our long-arm law?
>
>Needless to say, this customer's experience has shown me that I
>should not personally buy more of the dozen Dell systems I have bought
>over the years. How do you guys take this and what should I do?

 

[Guest]

Archived from groups: alt.sys.pc-clone.dell (More info?)

Hey, if Dell et al can wire up a call center in India, there is no reason why
call center handling cannot be dispersed among people who work out of home
offices here in the U.S. or in the U.K., Ireland, etc. All a person needs to
work as part of a call center are a dedicated phone line and a computer with a
high-speed internet connection. Oh, yeah. Lots of techie knowledge, a pleasant
demeanor, a good command of the English language, and thick skin, too... Ben
Myers

On , "Kevin Childers" <wildthing123@charter.net> wrote:

>
>NNTP-Posting-Date: Fri, 01 Jul 2005 11:02:03 MST
>Date: Fri, 1 Jul 2005 13:00:24 -0500
>Xref: Hurricane-Charley alt.sys.pc-clone.dell:38070
>
> Not sure if this is a ray of hope or not for PC Support Call Center
>Victims. Of late the companies that subcontract to provide this support
>from India are looking to hire North American and European Techs to help
>fill their shortages and deal with some of the language issues. Not sure of
>the wages or the competency that will be offered. Anyone feel like taking
>an out of town job, way out of town.
>
>KC
>
>
>"Wit held by request" <zero@zero.com> wrote in message
>news:q7mac1hevfnksud907vjh3do99gfj7s6lo@4ax.com...
>> On Fri, 1 Jul 2005 10:47:19 -0400, "PC Medic" <not@home.com> wrote:
>>
>> >
>> >"Wit held by request" <zero@zero.com> wrote in message
>> >news:cc09c1tpjqholj5ncvd77l4t3vdvebqpd5@4ax.com...
>> >>I am an independent computer technician.
>> >>
>> >
>> >Suprising info after reading the rest of your post.
>> >
>> >> A Dell customer who bought his daughter a Dimension 4700 on 12/6/04,
>> >> with service tag 9kr3761, Dell issue number 103961017.
>> >>
>> >> The machine has been kept very clean with entirely stock Dell-branded
>> >> hardware and original software.
>> >>
>> >> The customer asked me to solve a problem that the machine was
>> >> beginning to have trouble in reading some CDs and in writing CD-Rs.
>> >>
>> >> Since he is under Dell "next business day" warranty, I first went to
>> >> Dell chat.
>> >>
>> >
>> >Then why is he bringing it to you and even better, why are you attempting
>to
>> >service it.
>> >Would it not have made more sense to inform the customer that you are not
>an
>> >authorized Dell support center and refer them to contact Dell?
>>
>> >>
>> >
>> >If the keyboard and mouse stopped working, how were you able to determine
>> >the drive was recognizing the CD?
>> >Were you able to view the drives directory?
>>
>> I was able to get some information from the drive without the keyboard
>> and mouse by simple inserting a CD in the drive that was previously
>> not recognized. This time it was recognized.
>> >
>> >
>> >> After another hour of chat -- five minutes or more lag between
>> >> interactions -- the Dell tech suggested upgrading the Bios. This I
>> >> did.
>> >>
>> >> Now the system fails to boot with a Diskette not found error.
>> >>
>> >> This is of course true since the system was not configured with one.
>> >>
>> >
>> >And as an independent computer technician, you are unaware of what steps
>to
>> >take to get around this?
>> >Perhaps presssing F2 during boot to enter BIOS setup and checking Boot
>Drive
>>
>> This was done
>>
>> >sequence settings...or connecting a floppy drive and using an emergency
>boot
>> >disk to boot. Hmm, how about a BIOS reset with jumper/battery (something
>> >that is common after any BIOS update).
>>
>> Doing non-standard work when not explicitly authorized by Dell would
>> really make me "own" the reaaiir and the resulting expense to the
>> customer.
>>
>> >
>> >> Getting into the bios to check and change values is impossible since
>> >> both the wireless keyboard and mouse do not work nor do dedicated
>> >> wired mouse and keyboard work. (The diagnostics leds are all green.)
>> >>
>> >
>> >How about attaching a standard (wired PS2) mouse and keyboard?
>>
>> I did this. Pressed Del and / or F2 on boot, etc.
>> >
>> >> After a further hour of Dell troubleshooting the technician admitted
>> >> his database regarding the system was down. I asked for a box and
>> >> a RMA number to ship the machine to Dell. The tech said I needed
>> >> further troubleshooting and to ship me a motherboard for installation
>> >> by the owner.
>> >>
>> >
>> >My understanding is they send you (or a tech) the parts for on-site
>install.
>> >So his not wanting to send you a box and RMA number would make sense.
>> >
>> >
>> >> Finally, after a fourth hour of chat where once again the tech
>> >> said that he could not reach the Dell config database he says that
>> >> more toubleshooting is necessary. My request for a box and an RMA
>> >> number was ignored.
>> >>
>> >
>> >See above. It was not "ignored", it is simply not how they do it.
>>
>>
>> >
>> >> How many hours of fruitless troubleshooting should I do and what
>> >> should I do now? The client would not be able to put in a motherboard
>> >> and he cannot afford my help interminably.
>> >>
>> >
>> >Why is he paying for your help to begin with? You yourself have said he
>is
>> >inder warranty.
>>
>>
>> The customer felt that he needed an intermediary with Dell.
>> I was glad to oblige, although I suggested that it would get
>> expensive. Not much point in paying a substantial fraction of the
>> cost of the system for maintenance that in theory is included
>> in the original order.
>>
>
>