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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?
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?