(no subject)
Your session ID for this incident is 29038665. Time Details 07/22/2009 11:35:33AM System: "Thanks for choosing chat for your technical support needs. A chat agent will be with you shortly. Just so you know, you can also visit our website at support.dell.com to get technical help." 07/22/2009 11:37:33AM System: "Thanks so much for your patience. Chat agents are eager to help you with your troubleshooting needs, so stay on line and the next available representative will assist you." 07/22/2009 11:45:49AM Session Started with Agent (Geetanjli_183758) 07/22/2009 11:45:51AM Agent (Geetanjli_183758): "Welcome to Dell's Technical Support Chat! My name is Geetanjli. How may I assist you today?" 07/22/2009 11:45:52AM Agent (Geetanjli_183758): "I apologize that you had to wait for some time in the queue. We are facing high chat volumes today." 07/22/2009 11:46:29AM Amy Scofield: "My computer will not turn on. It goes to a gray screen. I was on the internet and then it started getting fuzzy, like a TV with no signal and it won't turn on now, past the loading Dell screen." 07/22/2009 11:46:50AM Amy Scofield: "I just sent it in about two to three weeks ago and it is obviously still not fixed." 07/22/2009 11:47:04AM Amy Scofield: "My warranty says that a technician will come to my house and fix it, and that is what I want." 07/22/2009 11:47:30AM Agent (Geetanjli_183758): "Hello Amy, I understand your concern and I will personally attend to the issue. I assure you that I will do my best to provide you quality service." 07/22/2009 11:47:36AM Agent (Geetanjli_183758): "Please give me 2 to 3 minutes to pull up your account information." 07/22/2009 11:47:46AM Amy Scofield: "Fine" 07/22/2009 11:47:59AM Agent (Geetanjli_183758): "Thank you." 07/22/2009 11:49:31AM Agent (Geetanjli_183758): "Thank you for staying online." 07/22/2009 11:49:44AM Agent (Geetanjli_183758): "As per the records, you have an Inspiron 6400/E1505 with Windows XP operating system on it. Am I correct?" 07/22/2009 11:49:53AM Amy Scofield: "Yes" 07/22/2009 11:50:10AM Agent (Geetanjli_183758): "Are you near the system with which you are facing the issue?" 07/22/2009 11:50:16AM Amy Scofield: "Yes" 07/22/2009 11:50:39AM Agent (Geetanjli_183758): "May I know the full name under which system was purchased from Dell." 07/22/2009 11:50:47AM Amy Scofield: "Richard Scofield" 07/22/2009 11:50:53AM Agent (Geetanjli_183758): "Thank you for the information." 07/22/2009 11:51:04AM Agent (Geetanjli_183758): "May I have your alternate phone number apart from 631-708-4851 and a good call back time? That would help us to follow the issue with you in case we are disconnected for any technical reason." 07/22/2009 11:51:22AM Amy Scofield: "That's it. I don't have a landline" 07/22/2009 11:51:35AM Agent (Geetanjli_183758): "Okay" 07/22/2009 11:52:17AM Agent (Geetanjli_183758): "If I understand you correctly, your Dell laptop is not turning on when you power on the system, correct me if I am wrong." 07/22/2009 11:52:42AM Amy Scofield: "It's turning on, but it flickers like crazy and images on the screen are misalined and after the Dell loading screen, it just goes gray" 07/22/2009 11:52:45AM Amy Scofield: "And won't do anything" 07/22/2009 11:53:11AM Agent (Geetanjli_183758): "How long have you been facing this issue and have you made any hardware or software changes to the system?" 07/22/2009 11:53:27AM Amy Scofield: "It just happened today." 07/22/2009 11:53:41AM Amy Scofield: "About 20 minutes ago." 07/22/2009 11:53:53AM Agent (Geetanjli_183758): "Are you using high speed Broadband Internet connection to connect to Internet on your 6400 laptop?" 07/22/2009 11:54:11AM Amy Scofield: "I'm not sure. I guess so." 07/22/2009 11:54:26AM Amy Scofield: "We get it through cablevision" 07/22/2009 11:54:31AM Amy Scofield: "Optimum online" 07/22/2009 11:54:39AM Agent (Geetanjli_183758): "I would like to use the Dell Connect tool to take control of your system. You will see everything I do as I do it. While I will have full control during this mode, you may regain control by pressing the Escape key at any time. If I have the permission I" can go ahead and guide you through the steps for downloading the same. Would you like to try it? 07/22/2009 11:55:18AM Amy Scofield: "I won't be able to see anything because there is no picture on my screen." 07/22/2009 11:55:31AM Amy Scofield: "I'm on a desktop right now, my laptop has no picture on the screen." 07/22/2009 11:56:03AM Agent (Geetanjli_183758): "Restart the system and press F8 key multiple times when Dell logo screen appears." 07/22/2009 11:56:43AM Amy Scofield: "Okay, what should I choose?" 07/22/2009 11:56:55AM Amy Scofield: "The picture is completely misaligned and it has lines going through it." 07/22/2009 11:57:14AM Agent (Geetanjli_183758): "Is there any option called safe mode?" 07/22/2009 11:58:03AM Amy Scofield: "I can't move the bar up and down." 07/22/2009 11:58:27AM Agent (Geetanjli_183758): "Okay." 07/22/2009 11:58:40AM Agent (Geetanjli_183758): "Is the ac adapter connected to the laptop?" 07/22/2009 11:58:51AM Amy Scofield: "No" 07/22/2009 11:59:21AM Agent (Geetanjli_183758): "Connect the ac adapter and restart the system again, press F2 key as soon as you power on the system." 07/22/2009 12:01:04PM Amy Scofield: "Okay" 07/22/2009 12:01:45PM Amy Scofield: "Now what?" 07/22/2009 12:02:02PM Agent (Geetanjli_183758): "Are we able to see the system BIOS screen?" 07/22/2009 12:02:22PM Amy Scofield: "It says system, so I assume. Yes." 07/22/2009 12:02:47PM Agent (Geetanjli_183758): "Are you able to see a blue colored screen with two partitions?" 07/22/2009 12:02:54PM Amy Scofield: "Yes" 07/22/2009 12:03:17PM Agent (Geetanjli_183758): "Go to maintenance in left panel by using arrow keys." 07/22/2009 12:03:24PM Agent (Geetanjli_183758): "And press Enter." 07/22/2009 12:03:38PM Agent (Geetanjli_183758): "Go to Load Defaults under that option and press Enter." 07/22/2009 12:04:25PM Amy Scofield: "The arrow keys still won't move anything and the screen is flickering worse than before. I can't even read what's on the screen." 07/22/2009 12:05:04PM Agent (Geetanjli_183758): "Do you have an external monitor for testing purposes?" 07/22/2009 12:05:18PM Amy Scofield: "No" 07/22/2009 12:06:09PM Agent (Geetanjli_183758): "Okay." 07/22/2009 12:06:31PM Agent (Geetanjli_183758): "Shut down the system completely by holding the power button for ten seconds." 07/22/2009 12:06:41PM Amy Scofield: "Done" 07/22/2009 12:07:11PM Agent (Geetanjli_183758): "Press and hold the Fn key, holding the Fn key, press the power button and release both the buttons simultaneously." 07/22/2009 12:07:47PM Amy Scofield: "Ok" 07/22/2009 12:08:12PM Amy Scofield: "It's running a system test" 07/22/2009 12:08:48PM Agent (Geetanjli_183758): "Okay." 07/22/2009 12:08:50PM Amy Scofield: "And it says Error Code 0146, Magn error code 20000 0146" 07/22/2009 12:08:58PM Agent (Geetanjli_183758): "Thank you for the information." 07/22/2009 12:09:02PM Amy Scofield: "The Magn is a guess because I can't really see what it says." 07/22/2009 12:09:09PM Agent (Geetanjli_183758): "May I place this session on hold for 2-3 minutes while I research my resources for the best possible solution." 07/22/2009 12:09:17PM Amy Scofield: "It's also beeping very loudly and flickering wildly again." 07/22/2009 12:09:28PM Amy Scofield: "I guess so. Don't disconnect me. That's happened before." 07/22/2009 12:09:30PM Agent (Geetanjli_183758): "Shutdown the system completely." 07/22/2009 12:09:43PM Amy Scofield: "Ok" 07/22/2009 12:10:28PM Agent (Geetanjli_183758): "Thank you for staying online." 07/22/2009 12:11:00PM Agent (Geetanjli_183758): "Amy, it seems the hard drive on the system is gone bad and we need to replace the hard drive to resolve this issue. Will that be fine with you?" 07/22/2009 12:11:22PM Amy Scofield: "Is there any way possible to retrieve my documents?" 07/22/2009 12:12:23PM Agent (Geetanjli_183758): "I apologize Amy, the drive is gone bad and we cannot retrieve data from it." 07/22/2009 12:12:52PM Amy Scofield: "What do you think caused this?" 07/22/2009 12:14:02PM Agent (Geetanjli_183758): "Amy, it might be due to bad sectors or bad operating system files on the system." 07/22/2009 12:14:17PM Agent (Geetanjli_183758): "May I know the address where you want me to send the hard drive." 07/22/2009 12:14:54PM Amy Scofield: "92 Waterville Drive, Sound Beach, NY, 11789" 07/22/2009 12:15:03PM Amy Scofield: "You're sending it with a technician, right?" 07/22/2009 12:15:57PM Agent (Geetanjli_183758): "Amy, hard drive is a customer replaceable unit, so we will send the drive at the above address and I will provide you the link for replacing the hard drive." 07/22/2009 12:16:20PM Amy Scofield: "I'm going to have to take my whole computer apart to do that" 07/22/2009 12:16:25PM Agent (Geetanjli_183758): "May I know the name of the CDs which was shipped to you with the system while the time of purchase." 07/22/2009 12:16:30PM Amy Scofield: "Even with directions, I'm not going to be able to do it" 07/22/2009 12:16:42PM Amy Scofield: "What CD's are you talking about" 07/22/2009 12:17:07PM Agent (Geetanjli_183758): "Did you received any CDs with the system?" 07/22/2009 12:17:31PM Amy Scofield: "I got the Windows XP operating system as well as a disc of drivers but they were the wrong drivers" 07/22/2009 12:17:37PM Amy Scofield: "They were for windows millenium" 07/22/2009 12:17:40PM Amy Scofield: "I have windows XP" 07/22/2009 12:18:13PM Agent (Geetanjli_183758): "Okay" 07/22/2009 12:18:49PM Agent (Geetanjli_183758): "Amy, since the part is customer replaceable unit we cannot send the technician to replace the hard drive on your laptop." 07/22/2009 12:19:03PM Agent (Geetanjli_183758): "What best I can do for you is that I will arrange a call back for you." 07/22/2009 12:19:19PM Agent (Geetanjli_183758): "And we will assist you in installing the drive." 07/22/2009 12:19:23PM Amy Scofield: "Who made the decision that a harddrive is customer replacable? That requires opening up the laptop. WHy would you want customers to do that who are not nearly qualified." 07/22/2009 12:19:43PM Agent (Geetanjli_183758): "Its very easy to install the hard drive" 07/22/2009 12:20:05PM Amy Scofield: "Fine. Send it. Whatever." 07/22/2009 12:20:41PM Agent (Geetanjli_183758): "Let me provide you the link with pictorial images on it." 07/22/2009 12:20:49PM Agent (Geetanjli_183758): "In the meantime, please provide me a phone number and a suitable time to reach you. I assure you that this issue will be resolved to your satisfaction." 07/22/2009 12:21:41PM Amy Scofield: "631-708-4851 after 1 pm." 07/22/2009 12:22:42PM Agent (Geetanjli_183758): "Thank you for the information. Will it be fine to call you tomorrow between 02:00- 04:00 PM EST?" 07/22/2009 12:22:49PM Amy Scofield: "Yes" 07/22/2009 12:24:06PM Agent (Geetanjli_183758): "Thank you." 07/22/2009 12:24:07PM Agent (Geetanjli_183758): "http://support.dell.com/support/edocs/storage/p50416/setup.htm" 07/22/2009 12:24:07PM Amy Scofield: "When will I get the part?" 07/22/2009 12:24:23PM Agent (Geetanjli_183758): "The above link will help you in installing the hard drive." 07/22/2009 12:24:36PM Agent (Geetanjli_183758): "I have created a dispatch for the hard drive. You should receive the part within next 1 to 2 business days, depending upon the availability of the part in stock." 07/22/2009 12:24:40PM Agent (Geetanjli_183758): "Is there anything else regarding your Dell system that you need help with?" 07/22/2009 12:25:15PM Amy Scofield: "Why did you ask about the CD's? Are you sending me new ones?" 07/22/2009 12:26:10PM Agent (Geetanjli_183758): "Yes we will send the CDs" 07/22/2009 12:26:21PM Amy Scofield: "With the proper drivers." 07/22/2009 12:26:21PM Agent (Geetanjli_183758): "Along with the hard drive." 07/22/2009 12:26:26PM Amy Scofield: "Please do not send me the wrong ones." 07/22/2009 12:26:30PM Amy Scofield: "I already have the wrong ones." 07/22/2009 12:26:42PM Agent (Geetanjli_183758): "No need to worry we will send you the correct and required CDs." 07/22/2009 12:27:09PM Amy Scofield: "Okay" 07/22/2009 12:27:16PM Agent (Geetanjli_183758): "Is there anything else regarding your Dell system that you need help with?" 07/22/2009 12:27:25PM Amy Scofield: "No" 07/22/2009 12:27:36PM Agent (Geetanjli_183758): "Are you satisfied with the level of service provided to you on this interaction?" 07/22/2009 12:28:17PM Amy Scofield: "Yes but I think it's ridiculous that you're expecting me to take apart my computer and install this new hard drive myself." 07/22/2009 12:29:24PM Agent (Geetanjli_183758): "Amy, at a technician level we have limited support boundaries. I can go ahead and transfer this chat session to my manager and check if he can provide better resolution." 07/22/2009 12:29:31PM Agent (Geetanjli_183758): "May I go ahead and transfer this chat to my supervisor ?" 07/22/2009 12:29:40PM Amy Scofield: "Yes" 07/22/2009 12:29:52PM Agent (Geetanjli_183758): "Please stay online while I connect you to my supervisor." 07/22/2009 12:31:06PM Agent (Sup_Karanpreet_116303): "Hi Amy. I am Karanpreet, her manager. How are you doing today?" 07/22/2009 12:31:23PM Amy Scofield: "I've been better." 07/22/2009 12:31:34PM Amy Scofield: "How on earth is a hard drive considered customer replaceable?" 07/22/2009 12:32:15PM Amy Scofield: "Do you honestly think it's a good idea to have a customer (most of whom don't understand computers and that's why they USE your tech support) open up a computer and replace a hard drive themselves?" 07/22/2009 12:33:03PM Amy Scofield: "I was under the impression that when I got the extended warranty, which is good I believe until June of 2010, that it allowed for home repair, that a technician would come and replace or fix parts on my computer." 07/22/2009 12:33:44PM Agent (Sup_Karanpreet_116303): "Amy, I can understand from where you are coming. You do have onsite warranty where technician comes to your place for replacing parts." 07/22/2009 12:34:38PM Amy Scofield: "So then why are you trying to tell me that you won't send someone?" 07/22/2009 12:34:42PM Amy Scofield: "That's ridiculous." 07/22/2009 12:35:08PM Agent (Sup_Karanpreet_116303): "However some parts can be replaced by our customers, in that case tech is not sent. They are sent for factory replaceable units." 07/22/2009 12:35:49PM Agent (Sup_Karanpreet_116303): "I know you must have not done it ever, that is the reason you are skeptical about doing it." 07/22/2009 12:36:04PM Amy Scofield: "Then you don't understand my concern. I sent my computer in about three weeks ago to get other parts fixed and no one there picked up on the fact that I had a failing hard drive. So what I want now is someone to come replace my hard drive, I want to see t" hem do it. 07/22/2009 12:36:17PM Amy Scofield: "I want what my warranty says I get." 07/22/2009 12:38:14PM Agent (Sup_Karanpreet_116303): "Amy, we are not backing out from the warranty you have. We have fixed the system earlier and this time also we are eager to fix it for you." 07/22/2009 12:38:41PM Amy Scofield: "No, you are eager to give me the part and have me fix it for myself. That's not what my warranty callsf or." 07/22/2009 12:38:47PM Agent (Sup_Karanpreet_116303): "If you are not happy with it, I can authorize Geetanjli to send the technician to your place." 07/22/2009 12:38:59PM Amy Scofield: "Yes, that is what I want. Send a technician." 07/22/2009 12:39:57PM Agent (Sup_Karanpreet_116303): "However it for this only time and in case another similar concerns occurs, only the parts will be sent for customer replaceable units." 07/22/2009 12:40:45PM Agent (Sup_Karanpreet_116303): "I am authorizing the technician to be sent you will come to your place and replace the hard drive for you." 07/22/2009 12:40:54PM Amy Scofield: "Thank you." 07/22/2009 12:42:44PM Agent (Sup_Karanpreet_116303): "You are welcome Amy. All we want is your system to be fixed." 07/22/2009 12:43:01PM Amy Scofield: "That is all I want as well. Thank you for your flexibility." 07/22/2009 12:44:21PM Agent (Sup_Karanpreet_116303): "That is fine. In case you get any issues again you can call at 1-800-624-9896 and can leave a voice mail on my extension 5880012 and we will get back to you in maximum 24 hours." If you require further assistance, please visit us at support.dell.com
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Like, in what universe does that make sense? What makes it a good idea to let me, an unqualified 20 year old girl, take apart my computer and replace the hard drive?? wtf. No.
I lost my summer log too :( everything that had happened, all my reactions and thoughts and feelings...gone. I'm pretty distraught. Luckily, I saved my story because I sent it to Shannon!! Thank heavens for small favors...
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Like, in what universe does that make sense? What makes it a good idea to let me, an unqualified 20 year old girl, take apart my computer and replace the hard drive?? wtf. No.
I lost my summer log too :( everything that had happened, all my reactions and thoughts and feelings...gone. I'm pretty distraught. Luckily, I saved my story because I sent it to Shannon!! Thank heavens for small favors...