Comments on: Memo to Dell CEO Kevin Rollins http://www.edbott.com/weblog/?p=268 Helping PC users make sense of Microsoft software since 1991 Fri, 20 Nov 2009 18:54:09 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Mark Thommo http://www.edbott.com/weblog/?p=268&cpage=6#comment-179758 Mark Thommo Mon, 27 Apr 2009 20:15:25 +0000 http://www.edbott.com/wordpress/?p=268#comment-179758 I brought an Ispiron 5150 back in 2004, my first problem developed exactly 1 year after the warranty ran out. I had it into our local repair store, where I was advised that there was a problem with the mainboard power connector, this was the subject to legal action in the US. The tech at the store also advised me that the mainboard had been worked on previously, as I had brought the laptop "new" and had not had any work done it, this supprised me. It appears that Dell recycles refurbished parts through supposedly new equipment. So watch out folks I brought an Ispiron 5150 back in 2004, my first problem developed exactly 1 year after the warranty ran out. I had it into our local repair store, where I was advised that there was a problem with the mainboard power connector, this was the subject to legal action in the US. The tech at the store also advised me that the mainboard had been worked on previously, as I had brought the laptop “new” and had not had any work done it, this supprised me. It appears that Dell recycles refurbished parts through supposedly new equipment. So watch out folks

]]> By: Jan Michele http://www.edbott.com/weblog/?p=268&cpage=6#comment-179654 Jan Michele Fri, 17 Apr 2009 01:33:20 +0000 http://www.edbott.com/wordpress/?p=268#comment-179654 I wish I had seen this site before ordering my monstrous computer from greedy no-heart Dell. The ads look so nice, don't they? What a joke (on us). The only American I talked to was the one who took my order in the beginning. At that time I explained that I wanted a computer I could play lots of games on and I had to have Dial Up because I live in a remote area. The rep never told me that I might have trouble with downloads on a Dial Up which I found out after I got the computer. Not only that, but the thing freezes up and gives me error messages daily. Online games will not download. Many other sites will not download either. After at least 40 calls and emails to Dell (always someone different and very hard to understand), I finally did as they had planned and gave up. But that is not the worst of it. When I purchased the computer I signed up online for automatic monthly payments to be deposited from my bank account. This went on with no problem for 6 months. Then, suddenly, I started getting phone calls from their collection department saying that my account was past due and I was being charged late charges. It did not matter that I explained there had to be a mistake because my payments were on time each month through the automated system. I had proof from my bank statement. After numerous harrassing calls, I was informed that the past due and late charges were the result of a Credit Protection Plan they "said" I signed up for by telephone. This was absolutely a lie. I have never and would never accept one of those gimmicks! I have argued with Dell for the past 3 months about this blatant error on their part but they will not listen to me, insisting that I must pay for this charge forced onto my account without my prior knowledge and not only that but to pay the $39.00 late fees! My account has risen more than $100.00 in these fees. One time I was directed to 3 different people to discuss this matter and after 30 minutes of leading me on I was told the real department I needed to speak with was not in because of a holiday. I was told that a supervisor would call me the following day at 11 a.m. No one ever called me that day. Yesterday, I told one of the barracudas that I refuse to pay for something I never requested. I was then told that the extra charges were not just for the "protection plan" added to my account but also for raised finance charges which I knew nothing about. This outfit is a scam and a devouring snake and I wish the public could be aware of it. I shudder to think of others being sucked into this atrocious operation. I wish I had seen this site before ordering my monstrous computer from greedy no-heart Dell. The ads look so nice, don’t they? What a joke (on us).

The only American I talked to was the one who took my order in the beginning. At that time I explained that I wanted a computer I could play lots of games on and I had to have Dial Up because I live in a remote area. The rep never told me that I might have trouble with downloads on a Dial Up which I found out after I got the computer. Not only that, but the thing freezes up and gives me error messages daily. Online games will not download. Many other sites will not download either. After at least 40 calls and emails to Dell (always someone different and very hard to understand), I finally did as they had planned and gave up.

But that is not the worst of it.
When I purchased the computer I signed up online for automatic monthly payments to be deposited from my bank account. This went on with no problem for 6 months. Then, suddenly, I started getting phone calls from their collection department saying that my account was past due and I was being charged late charges. It did not matter that I explained there had to be a mistake because my payments were on time each month through the automated system. I had proof from my bank statement.
After numerous harrassing calls, I was informed that the past due and late charges were the result of a Credit Protection Plan they “said” I signed up for by telephone. This was absolutely a lie. I have never and would never accept one of those gimmicks!
I have argued with Dell for the past 3 months about this blatant error on their part but they will not listen to me, insisting that I must pay for this charge forced onto my account without my prior knowledge and not only that but to pay the $39.00 late fees! My account has risen more than $100.00 in these fees.
One time I was directed to 3 different people to discuss this matter and after 30 minutes of leading me on I was told the real department I needed to speak with was not in because of a holiday. I was told that a supervisor would call me the following day at 11 a.m. No one ever called me that day.
Yesterday, I told one of the barracudas that I refuse to pay for something I never requested. I was then told that the extra charges were not just for the “protection plan” added to my account but also for raised finance charges which I knew nothing about.
This outfit is a scam and a devouring snake and I wish the public could be aware of it. I shudder to think of others being sucked into this atrocious operation.

]]> By: wm baggett http://www.edbott.com/weblog/?p=268&cpage=5#comment-153333 wm baggett Tue, 10 Oct 2006 00:17:10 +0000 http://www.edbott.com/wordpress/?p=268#comment-153333 WOW! If I only knew before I bought my Dell. 10/9 I spent 2.5 hrs on the phone with someone who told me nothing that related to my problem. I requested a Supervisor only to get someone you can not understand. He told me he wanted to read the case#`s and he would call me back in 15min. to 30 min.; I gave up and went to eat after 45mins. I thought for sure a message on the phone, not even a phone call back. I must say it`s to bad we can not let the public know how bad they truly are! WOW! If I only knew before I bought my Dell. 10/9 I spent 2.5 hrs on the phone with someone who told me nothing that related to my problem. I requested a Supervisor only to get someone you can not understand. He told me he wanted to read the case#`s and he would call me back in 15min. to 30 min.; I gave up and went to eat after 45mins. I thought for sure a message on the phone, not even a phone call back.
I must say it`s to bad we can not let the public know how bad they truly are!

]]> By: RichardatDell http://www.edbott.com/weblog/?p=268&cpage=5#comment-144708 RichardatDell Fri, 15 Sep 2006 14:52:45 +0000 http://www.edbott.com/wordpress/?p=268#comment-144708 Hi Tanya, might weant to follow up by checking Ed's Sept 11, 2006 blog entry here: http://www.edbott.com/weblog/?p=1458 Hope we can sort things out Hi Tanya, might weant to follow up by checking Ed’s Sept 11, 2006 blog entry here: http://www.edbott.com/weblog/?p=1458

Hope we can sort things out

]]> By: Tanya L http://www.edbott.com/weblog/?p=268&cpage=5#comment-142201 Tanya L Wed, 13 Sep 2006 03:36:56 +0000 http://www.edbott.com/wordpress/?p=268#comment-142201 I have experienced similar issues to the problems noted above so I will not bore you with my story, however I do have a question... For the individuals on this board who were sent replacement systems, were the replacement systems NEW or REFURBISHED? Thanks in advance for your responses. I have experienced similar issues to the problems noted above so I will not bore you with my story, however I do have a question…

For the individuals on this board who were sent replacement systems, were the replacement systems NEW or REFURBISHED?

Thanks in advance for your responses.

]]> By: RichardatDELL http://www.edbott.com/weblog/?p=268&cpage=5#comment-140610 RichardatDELL Sat, 09 Sep 2006 20:55:31 +0000 http://www.edbott.com/wordpress/?p=268#comment-140610 Helen, sorry about the problems on the hard drive, deliveries and no responses to your emails. That should not have happened. Scott too and several others on this site. Ed, we are reading comments like this. In fact, we have a specialized team that reaches out to fix individual customer issues, and then goes back to look at where we made mistakes internally. We arent where we want to be yet, but we will get there. Just in last few quarters we have committed over $150 million to improving customer service, recognizing publicly that we had let issues like these get away from us. We have hired more staff, opened new support sites, retrained staff and are very focused on regaining our leadership by solving the custtomer issues the first time they call. Feel free to read additional information at our blog www.direct2dell.com. In the meantime, our team will try to reach out to several of you with recent issues. Helen, sorry about the problems on the hard drive, deliveries and no responses to your emails. That should not have happened. Scott too and several others on this site. Ed, we are reading comments like this. In fact, we have a specialized team that reaches out to fix individual customer issues, and then goes back to look at where we made mistakes internally. We arent where we want to be yet, but we will get there. Just in last few quarters we have committed over $150 million to improving customer service, recognizing publicly that we had let issues like these get away from us. We have hired more staff, opened new support sites, retrained staff and are very focused on regaining our leadership by solving the custtomer issues the first time they call. Feel free to read additional information at our blog http://www.direct2dell.com. In the meantime, our team will try to reach out to several of you with recent issues.

]]> By: Helen http://www.edbott.com/weblog/?p=268&cpage=5#comment-139896 Helen Fri, 08 Sep 2006 17:34:52 +0000 http://www.edbott.com/wordpress/?p=268#comment-139896 Oops - that was an Inspiron 4150! Oops – that was an Inspiron 4150!

]]> By: Helen http://www.edbott.com/weblog/?p=268&cpage=5#comment-139894 Helen Fri, 08 Sep 2006 17:33:16 +0000 http://www.edbott.com/wordpress/?p=268#comment-139894 Four years ago, I purchased an Inspiron 4500, at no small price. It began having mouse problems and had to be mailed in for service. This problem kept happening every few months. In addition to that, I had to have my hard drive replaced at least 3 times. The keyboard was replaced several times. The service was O.K. at first, but as time progressed, my computer was at the service center for longer periods of time. My 4150 was definitely a lemon and they should have replaced it because of repeating problems. It was constantly in the shop. At the least, they should have extended my warranty for the length of time it was in their care. When the warranty was about to run out, the hinges broke and I sent it in for one last time. They kept it a couple of weeks and it finally arrived, tossed in an unpadded box, with a notice that it was not repairable. After contacting them, they told me they were going to send a replacement computer, which they did. It was a totally different model of laptop but I must say it's still clicking along and I've had no problems with it. A few days after receiving the replacement computer, I received a phone call wanting to know where my original computer was. Luckily, I hadn't thrown it out - I almost did. Now, why did they spend the money to mail it back to me, so I could return it to them? What a stupid, and expensive, way to do business! In the meantime I had ordered an Inspiron 6000, knowing the original 4150 would be worthless after the warranty expired. I love the computer but my hard drive went out a couple of weeks ago, right at the one year mark. After contacting tech support via e-mail, they told me they would send a new hard drive. That was on a Saturday. On Tuesday, it did not arrive and I e-mailed tech....no reply. On Wednesday, it did not arrive and I, once again, e-mailed tech. The silence was deafening. Three tries with e-mail and no response. I finally went to online chat, only to discover the hard drive was never dispatched. Wonderful service from a company that will NEVER get my business again. Over a week to get a new hard drive and a refusal by them to respond to my e-mails really burns me. I should have learned my lesson the first time - with the 4150! Goodbye Dell - you are hopeless. Four years ago, I purchased an Inspiron 4500, at no small price. It began having mouse problems and had to be mailed in for service. This problem kept happening every few months. In addition to that, I had to have my hard drive replaced at least 3 times. The keyboard was replaced several times. The service was O.K. at first, but as time progressed, my computer was at the service center for longer periods of time. My 4150 was definitely a lemon and they should have replaced it because of repeating problems. It was constantly in the shop. At the least, they should have extended my warranty for the length of time it was in their care. When the warranty was about to run out, the hinges broke and I sent it in for one last time. They kept it a couple of weeks and it finally arrived, tossed in an unpadded box, with a notice that it was not repairable. After contacting them, they told me they were going to send a replacement computer, which they did. It was a totally different model of laptop but I must say it’s still clicking along and I’ve had no problems with it. A few days after receiving the replacement computer, I received a phone call wanting to know where my original computer was. Luckily, I hadn’t thrown it out – I almost did. Now, why did they spend the money to mail it back to me, so I could return it to them? What a stupid, and expensive, way to do business!

In the meantime I had ordered an Inspiron 6000, knowing the original 4150 would be worthless after the warranty expired.
I love the computer but my hard drive went out a couple of weeks ago, right at the one year mark. After contacting tech support via e-mail, they told me they would send a new hard drive. That was on a Saturday. On Tuesday, it did not arrive and I e-mailed tech….no reply. On Wednesday, it did not arrive and I, once again, e-mailed tech. The silence was deafening. Three tries with e-mail and no response. I finally went to online chat, only to discover the hard drive was never dispatched. Wonderful service from a company that will NEVER get my business again. Over a week to get a new hard drive and a refusal by them to respond to my e-mails really burns me. I should have learned my lesson the first time – with the 4150!

Goodbye Dell – you are hopeless.

]]> By: The Swiss http://www.edbott.com/weblog/?p=268&cpage=5#comment-135805 The Swiss Wed, 30 Aug 2006 13:42:59 +0000 http://www.edbott.com/wordpress/?p=268#comment-135805 Hello, I'm Swiss and as you know, we speak German, French, Italian and Romantsch. In the School we all learn to type on a keyboard called "QWERTZ". Those are the first top six letters for the left hands one the keyboard. In France the first six letters are "AZERTY" that means, instead of "Q" there's an "A". I didn't know that. When I ordered my new Dell systems ($4'500.-), I was asking, if there is the often used French-letter "é" or "è" directly typable. The Sales Representative (Mr. Matej Sestak) said, only on the French keyboard. Credulous as I am, I ordered a useless "AZERTY"-keyboard. Mr. Matej Sestak said after my exchange-question: " Impossibly to exchange this keyboard, because I have confirmed this one". Dell, a company with good reputation world-wide, should not answer like that. In Switzerland we don't have a Dell-Store. We can’t look with the eyes, what we buy. We only have to trust an unknown person on the phone. That's OK, but if there is a misunderstanding, Dell should also show more co-operations. I hope, these lines reach somebody, who can help me. Hello, I’m Swiss and as you know, we speak German, French, Italian and Romantsch. In the School we all learn to type on a keyboard called “QWERTZ”. Those are the first top six letters for the left hands one the keyboard. In France the first six letters are “AZERTY” that means, instead of “Q” there’s an “A”. I didn’t know that. When I ordered my new Dell systems ($4′500.-), I was asking, if there is the often used French-letter “é” or “è” directly typable. The
Sales Representative (Mr. Matej Sestak) said, only on the French keyboard. Credulous as I am, I ordered a useless “AZERTY”-keyboard. Mr. Matej Sestak said after my exchange-question: ” Impossibly to exchange this keyboard, because I have confirmed this one”.
Dell, a company with good reputation world-wide, should not answer like that. In Switzerland we don’t have a Dell-Store. We can’t look with the eyes, what we buy. We only have to trust an unknown person on the phone. That’s OK, but if there is a misunderstanding, Dell should also show more co-operations.

I hope, these lines reach somebody, who can help me.

]]> By: Scott Scholz http://www.edbott.com/weblog/?p=268&cpage=5#comment-130682 Scott Scholz Thu, 17 Aug 2006 18:21:54 +0000 http://www.edbott.com/wordpress/?p=268#comment-130682 Yea, I too have had my issues with Dell. Latest was a 4550 that a customer wanted restored back to original. In the process, I noticed that the bios was A000 or A001, so updated to the newest. It wiped the service tag. Two calls to service later (three busy on 800) I was disconnected after spending the better part of two hours on chat/tel call with nothing resolved. I did figure out that a hanging device was the game port, but the support person was clueless. The reason I wanted the service tag was the support application would not load, and, I assume that it was also the cause of the WP not having a valid serial #. I used to recommend Dells to my customers, but this is the straw.... I've ordered or had customers order about 50-60 units in the previous six months, but that stops now. Mikey, you lost my vote of confidence. Yea, I too have had my issues with Dell. Latest was a 4550 that a customer wanted restored back to original. In the process, I noticed that the bios was A000 or A001, so updated to the newest. It wiped the service tag.

Two calls to service later (three busy on 800) I was disconnected after spending the better part of two hours on chat/tel call with nothing resolved. I did figure out that a hanging device was the game port, but the support person was clueless.

The reason I wanted the service tag was the support application would not load, and, I assume that it was also the cause of the WP not having a valid serial #.

I used to recommend Dells to my customers, but this is the straw…. I’ve ordered or had customers order about 50-60 units in the previous six months, but that stops now.

Mikey, you lost my vote of confidence.

]]> By: Elle Church http://www.edbott.com/weblog/?p=268&cpage=5#comment-129510 Elle Church Wed, 16 Aug 2006 07:48:04 +0000 http://www.edbott.com/wordpress/?p=268#comment-129510 I have no idea what that was supposed to say. I have no idea what that was supposed to say.

]]> By: david lee jung http://www.edbott.com/weblog/?p=268&cpage=5#comment-126862 david lee jung Thu, 10 Aug 2006 17:42:51 +0000 http://www.edbott.com/wordpress/?p=268#comment-126862 well you cac add my name to the list nightmare of buying a dell since june and now its aug got runarounds cuser at lie too and told to tke my hare drive out i said no and refuse hugn they call back told them not to call again and been trying to send email to CEOkiven b rollins and call too no luckeither? on anything!lets had techs put in my dellxps limeware for music didnt have none!i loss 20 percent proghams my art work too half icons and programs and than my dell went down 4days nothy!call cumster service got runarounds still and want to leave Dell for good Ilost faith in dell complety for whats happen only them to say sorry but dontwant to want fix the laptop or for corparation to contact me when told they would yea SORRY right i brought dell and yes it was SORRY!!!!! but it was a DEll. well you cac add my name to the list nightmare of buying a dell since june and now its aug got runarounds cuser at lie too and told to tke my hare drive out i said no and refuse hugn they call back told them not to call again and been trying to send email to CEOkiven b rollins and call too no luckeither? on anything!lets had techs put in my dellxps limeware for music didnt have none!i loss 20 percent proghams my art work too half icons and programs and than my dell went down 4days nothy!call cumster service got runarounds still and want to leave Dell for good Ilost faith in dell complety for whats happen only them to say sorry but dontwant to want fix the laptop or for corparation to contact me when told they would yea SORRY right i brought dell and yes it was SORRY!!!!! but it was a DEll.

]]> By: Elle Church http://www.edbott.com/weblog/?p=268&cpage=5#comment-118426 Elle Church Tue, 01 Aug 2006 20:52:17 +0000 http://www.edbott.com/wordpress/?p=268#comment-118426 Amanda: I reccomend this website if you TRULY have a problem. https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues?c=us&l=en&s=gen You can submit an unresolved issues form that will escalate you past the people in tech support that either: a. don't speak a lick of English, b. are complete idiots, c. think you're an idiot, or any combination of the afore mentioned. I am a student, too, so I can understand your anger with Dell. I went through similar problems (EVERYthing on my Inspiron went out and had to be replaced at LEAST twice except the keyboard). As I'm writing this, I'm writing on the replacement unit they sent me to make up for all the HORRIBLE things that went wrong with my original unit. Also, I think I saw that your unit is a about a month out of warranty? Mine was almost 5 months out of warranty, but, because the unit SHOULD have been replaced MANY repairs ago, they fixed the problem anyway. I will say, though, that the first person the unresolved issues dept. delegated me to... yeah, he was just as useless as the tech support people. HOWEVER, I was lucky enough to be re-assigned to Mr. Jeffrey Scully (you can see my entry concerning him above), who was MORE than happy to fix the problem. Before you go join some class-action lawsuit, I encourage you to fill out the issue for first. If you have any questions, please contact me at ellemc@gmail.com. Good Luck! Elle Amanda:
I reccomend this website if you TRULY have a problem.

https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues?c=us&l=en&s=gen

You can submit an unresolved issues form that will escalate you past the people in tech support that either: a. don’t speak a lick of English, b. are complete idiots, c. think you’re an idiot, or any combination of the afore mentioned. I am a student, too, so I can understand your anger with Dell. I went through similar problems (EVERYthing on my Inspiron went out and had to be replaced at LEAST twice except the keyboard). As I’m writing this, I’m writing on the replacement unit they sent me to make up for all the HORRIBLE things that went wrong with my original unit. Also, I think I saw that your unit is a about a month out of warranty? Mine was almost 5 months out of warranty, but, because the unit SHOULD have been replaced MANY repairs ago, they fixed the problem anyway. I will say, though, that the first person the unresolved issues dept. delegated me to… yeah, he was just as useless as the tech support people. HOWEVER, I was lucky enough to be re-assigned to Mr. Jeffrey Scully (you can see my entry concerning him above), who was MORE than happy to fix the problem.

Before you go join some class-action lawsuit, I encourage you to fill out the issue for first.

If you have any questions, please contact me at ellemc@gmail.com.

Good Luck!
Elle

]]> By: Jeff Cushner http://www.edbott.com/weblog/?p=268&cpage=5#comment-100183 Jeff Cushner Thu, 27 Jul 2006 02:54:09 +0000 http://www.edbott.com/wordpress/?p=268#comment-100183 I'm throwing in my 2 cents at the audacity of Dell to hire McDonald's employees skils to be "technical consultants" who can't understand what is being said, who have no technical knowledge, who don't understand the language of the industry that they're in and their general incompetence. Why should I waste my time teaching THEM about computers?? I got on chat today ONLY to request a diagnostic CD for my laptop, either downloaded bootable image or sent as my desktop's floppy was on the fritz (I hadn't used it in YEARS!) Simple question, not a biggie. I wasn't going to let them diagnose my problem; that would take YEARS! More than an HOUR later, I had the answer. I attach the log. Read it and you'll be throwing tomatoes at your screen also: 2:05:49 PM System Welcome Jeff Cushner ... 2:05:49 PM System Connecting to server. Please wait... 2:05:49 PM System Thank you for using Dell Chat, a representative will be with you soon. 2:05:49 PM System http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs 2:06:09 PM System http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_doc?c=us&cs=19&l=en&s=dhs 2:12:47 PM System You are now being connected to an agent. Thank you for using Dell Chat 2:12:47 PM System Connected with Shalabh_01103005 2:12:54 PM Shalabh_01103005 Thank you for contacting Dell Technical Support. My name is Shalabh and rep id is 103005. May I have your telephone number, along with the area code? 2:12:58 PM You hi 2:13:07 PM You 6104357066 2:13:11 PM You whoops.. wrong 2:13:17 PM You 610-435-7055 2:13:19 PM You ok 2:13:44 PM Shalabh_01103005 Thank you for the information. 2:13:53 PM Shalabh_01103005 Meanwhile, I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You will be asked to rate our interaction on a scale of 1 to 9 with 9 being very satisfied. In order to participate in the survey, you must close the chat by selecting the "Exit" button. 2:13:59 PM Shalabh_01103005 Please give me 2 to 3 minutes to pull up your account information. In the meantime, please let me know how may I assist you today ? 2:14:49 PM You I have an inspiron 3700 which suddenly stopped booting. It says that it can't find system files. It won't boot up in safe mode either. 2:15:10 PM You I tried reseating both the memory and the hard drive but it didn't work 2:15:32 PM Shalabh_01103005 Please tell me the exact error message which you are getting 2:15:35 PM You I need to use the diagnostic disk but the one that I have is for my desktop, not the laptop. 2:16:26 PM You It's a windows message on the boot saying one or another system file is corrupted or not there. 2:17:02 PM You What I need is a diagnostic disk download that burns to a cd.. as my floppy disk on my desktop seems not to be working either. 2:17:09 PM You I haven't used it in years 2:17:20 PM Shalabh_01103005 Okay 2:17:21 PM You so it's not formatting any disks that I try. 2:17:40 PM You I need a bootable diagnostic disk for the inspiron, not floppy 2:17:48 PM You cd 2:18:09 PM You I can burn them but I don't know if the format has a bootable segment in your downloads 2:18:19 PM Shalabh_01103005 Okay, could you please allow me a minute 2:19:23 PM Shalabh_01103005 If I understand the issue correctly, you want to download the diagnostic utility on your system so that you can run it on the system. Is that correct? 2:20:25 PM You I want to download a BOOTABLE diagnostic utility for the Insprion so I can burn it to a CD so I can boot up the Inspiron with it. 2:21:06 PM Shalabh_01103005 Okay 2:23:18 PM Shalabh_01103005 Thanks for staying online with me. 2:23:33 PM Shalabh_01103005 Please check this link 2:23:42 PM System Shalabh_01103005 pushes page, http://support.dell.com/support/topics/global.aspx/support/dsn/en/document?docid=13D26C9FCD5746FA916FDD395D30BE79&c=us&l=en&s=gen 2:23:52 PM You hold on 2:24:27 PM Shalabh_01103005 Sure 2:24:49 PM You It says "These download instructions are not necessary if you have the Dell Resource CD or the 5 diagnostic floppy disks.:" 2:25:10 PM Shalabh_01103005 Yes 2:25:18 PM You and it says To create this diskette set, you will need 5 blank, formatted disks... accent on the 5 blank, formatted! 2:25:46 PM You If you'll remember me describing that I need a bootable CD that I can burn excludes this. 2:26:15 PM You also, you'll remember me saying that my floppy disk on my desktop isn't working 2:26:32 PM You excludes me formatting 5 floppies. 2:27:36 PM Shalabh_01103005 Please allow me a minute to recheck that 2:27:39 PM You I want the IMAGE of the diagnostic CD.. compact Disk 2:28:15 PM Shalabh_01103005 Okay 2:28:32 PM You If you can't give me that, then I need the cd to be mailed to me 2:28:46 PM You It would be easier to download it. 2:29:00 PM You I understand that you, yourself don't have these answers 2:30:12 PM Shalabh_01103005 I am searching for that, could you please allow me a minute 2:31:23 PM Shalabh_01103005 If I understand the issue correctly, you don't want to download the utility on the floppy drive. Is that correct? 2:31:54 PM You You would be absolutely correct in your assumption. 2:32:19 PM Shalabh_01103005 Okay 2:32:38 PM You I am not physically able to write a floppy disk at this time.. I NEED TO BURN A CD 2:33:58 PM Shalabh_01103005 Its fine 2:34:32 PM Shalabh_01103005 Will it be fine if I send you the cd? 2:34:43 PM Shalabh_01103005 Cd which has the diagnostic utility? 2:34:52 PM You I would rather have the image 2:35:08 PM Shalabh_01103005 I am sorry, I did not get you 2:35:13 PM You I you (Dell) can not supply the image then I suppose I have no alternative. 2:35:33 PM You Image Definition: 2:35:48 PM Shalabh_01103005 I can send you the cd which will be having the diagnostic utility, you can run the utility from that cd 2:35:53 PM Shalabh_01103005 Will that be fine with you?>: 2:35:59 PM You A file that contains the exact format of a disk 2:36:39 PM You I assume that you do not have (or can get) a downloadable file that if burned to a CD would BE the CD. Am I correct? 2:38:37 PM Shalabh_01103005 Sure, you don't have to worry at all for that 2:38:46 PM Shalabh_01103005 Please provide the information 2:38:50 PM Shalabh_01103005 1. Contact Name: (Registred user) 2. Address: (from your original order/ invoice) 3. Phone Number : (from your original order/ invoice) 4. Current Shipping Address Details: (Current user Name, Address, City, State, and Zip) NO PO BOXES PLEASE. 5. Daytime Phone Number: 6. Alternate Contact/ Phone: 2:39:31 PM You You should have all that already from my user stats.. but.. 2:39:39 PM You Jeff Cushner 2:39:44 PM You 1413 N 21st St. 2:39:53 PM You Allentown, PA 18104-2503 2:39:59 PM You 610-435-7055 2:40:05 PM You 908-208-9174 2:40:07 PM Shalabh_01103005 I have that information however we need to verify the information to maintain the integrity of customers account information 2:41:28 PM Shalabh_01103005 I am sorry, that is not the address as on our records 2:41:40 PM You The address before I moved was: 2:41:44 PM You 540 Carmine Ave. 2:41:45 PM Shalabh_01103005 Please tell me the address where the system was initially shipped to 2:41:50 PM You South Plainfield, NJ 07080 2:41:59 PM You 908-769-8074 2:42:23 PM Shalabh_01103005 Okay, now please tell me the address where you want me to send you the cd 2:42:30 PM You but that was 4 years ago. 2:42:50 PM Shalabh_01103005 Okay 2:43:56 PM You I just checked my addresses on my account and they are ACCURATE 2:44:35 PM You So I don't know what data you are seeing 2:45:08 PM Shalabh_01103005 Jeff, you might have updated the address however we check the data from the address where the system was initially shipped to 2:45:29 PM Shalabh_01103005 The verification is only done from the address where the system was initially shipped to 2:45:39 PM You I'm glad I didn't move a lot since I bought the system then! 2:46:11 PM Shalabh_01103005 Should I send the cd at 1413 N 21st St. Allentown, PA 18104-2503 address?| 2:46:40 PM You That would be a correct assumption... 2:47:13 PM Shalabh_01103005 Thank you for the information. Could you please spare me a couple of minutes to create a dispatch and provide you the dispatch number 2:49:49 PM Shalabh_01103005 Thanks for staying online with me. 2:50:24 PM Shalabh_01103005 Jeff, I have tried to create the dispatch and send you the cd however, my tools are not allowing to do that. 2:50:51 PM Shalabh_01103005 In this case, we only have one option 2:51:16 PM You I have been on here for 45 min. to get a download or a disk.. and it leads to this? 2:52:02 PM Shalabh_01103005 I do understand your frustration however since my tools are not allowing my therefore I am not able to create the dispatch 2:52:24 PM Shalabh_01103005 The link which I gave you earlier had a file named D1066100.exe 2:52:27 PM You could you call someone and just get the job done without me? 2:52:48 PM Shalabh_01103005 I am sorry, I did not get you 2:53:42 PM You Call, like in use your phone, to a person in charge of sending things (like disks) and say.. Hey, I can't get a dispatch. Can you send this disk to this guy. 2:54:06 PM You The link is to the file that calls to create floppy disks 2:54:30 PM You of which I can not do 2:54:32 PM Shalabh_01103005 Jeff, you can download the file on the system and then burn the same file on a cd 2:54:51 PM Shalabh_01103005 Then you can use that cd to run the diagnostic on your portable system 2:55:06 PM You It needs to be bootable since the system can not come up! 2:55:38 PM You If I could just run it.... 2:55:45 PM You I would not be talking to you 2:56:13 PM You Do you understand the difference between a data disk and a system disk? 2:56:28 PM Shalabh_01103005 Jeff, please tell me, when you power on the system, what happens. Do you see the Dell logo? 2:56:56 PM Shalabh_01103005 Okay 2:57:51 PM You The diagnostic disk that I have boots but it is for my desktop system, not the Inspiron 2:58:41 PM Shalabh_01103005 Okay 2:59:35 PM Shalabh_01103005 Jeff, I really apologize that I am not able to send you the diagnostic disk since the system is out of warranty . I even tried to make an out of warranty dispatch however my tools are not allowing me to do so 3:00:13 PM You what? I can't even run diagnostics?? 3:01:17 PM Shalabh_01103005 Could you allow me a couple of minutes to consult this issue with my supervisor 3:01:21 PM You yes 3:04:02 PM Shalabh_01103005 Thanks for staying online with me. 3:04:47 PM Shalabh_01103005 Jeff, I have reconsulted my supervisor for this issue and we do not have any other option except using a floppy to make bootable diagnostic 3:05:30 PM You wonderful, we could have saved 1/24th of a day by knowing this in advance.. 3:05:40 PM You Where's that survey, please? 3:06:16 PM Shalabh_01103005 I do understand that you will be frustrated however, I really apologize if I wasted your time 3:06:31 PM Shalabh_01103005 I was actually trying to help you out so that your issue gets resolved 3:07:27 PM Shalabh_01103005 However after reconsulting my supervisor, I found that there is no way, we can make the bootable diagnostic cd 3:07:52 PM You Yes, you were hired to do a job and you were not told about the things that you would be asked in the active execution of it. 3:08:32 PM You So it is not your fault.. It is those a Dell who decided that this is a good way to handle technical support 3:09:09 PM Shalabh_01103005 Actually , I would have send you the cd to get your issue resolved however since my tools did not allowed my, I was not able to create the dispatch 3:09:52 PM You And like I said before you have no avenue to actually pick up a phone and make a request. You are tied to your computer only.. 3:10:26 PM You OK.. thank you for your hard work 3:11:05 PM You Goodbye 3:11:13 PM You Where is that survey? 3:12:11 PM Shalabh_01103005 You will get the survey when you will close the chat by selecting the "Exit" button. 3:12:22 PM Shalabh_01103005 Is there any thing else in which I may assist you with? 3:12:32 PM You ok good bye 3:12:35 PM System The session has ended! I’m throwing in my 2 cents at the audacity of Dell to hire McDonald’s employees skils to be “technical consultants” who can’t understand what is being said, who have no technical knowledge, who don’t understand the language of the industry that they’re in and their general incompetence. Why should I waste my time teaching THEM about computers??
I got on chat today ONLY to request a diagnostic CD for my laptop, either downloaded bootable image or sent as my desktop’s floppy was on the fritz (I hadn’t used it in YEARS!)
Simple question, not a biggie. I wasn’t going to let them diagnose my problem; that would take YEARS!

More than an HOUR later, I had the answer. I attach the log. Read it and you’ll be throwing tomatoes at your screen also:
2:05:49 PM System Welcome Jeff Cushner …
2:05:49 PM System Connecting to server. Please wait…
2:05:49 PM System Thank you for using Dell Chat, a representative will be with you soon.
2:05:49 PM System http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs
2:06:09 PM System http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_doc?c=us&cs=19&l=en&s=dhs
2:12:47 PM System You are now being connected to an agent. Thank you for using Dell Chat
2:12:47 PM System Connected with Shalabh_01103005
2:12:54 PM Shalabh_01103005 Thank you for contacting Dell Technical Support. My name is Shalabh and rep id is 103005. May I have your telephone number, along with the area code?
2:12:58 PM You hi
2:13:07 PM You 6104357066
2:13:11 PM You whoops.. wrong
2:13:17 PM You 610-435-7055
2:13:19 PM You ok
2:13:44 PM Shalabh_01103005 Thank you for the information.
2:13:53 PM Shalabh_01103005 Meanwhile, I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You will be asked to rate our interaction on a scale of 1 to 9 with 9 being very satisfied. In order to participate in the survey, you must close the chat by selecting the “Exit” button.
2:13:59 PM Shalabh_01103005 Please give me 2 to 3 minutes to pull up your account information. In the meantime, please let me know how may I assist you today ?
2:14:49 PM You I have an inspiron 3700 which suddenly stopped booting. It says that it can’t find system files. It won’t boot up in safe mode either.
2:15:10 PM You I tried reseating both the memory and the hard drive but it didn’t work
2:15:32 PM Shalabh_01103005 Please tell me the exact error message which you are getting
2:15:35 PM You I need to use the diagnostic disk but the one that I have is for my desktop, not the laptop.
2:16:26 PM You It’s a windows message on the boot saying one or another system file is corrupted or not there.
2:17:02 PM You What I need is a diagnostic disk download that burns to a cd.. as my floppy disk on my desktop seems not to be working either.
2:17:09 PM You I haven’t used it in years
2:17:20 PM Shalabh_01103005 Okay
2:17:21 PM You so it’s not formatting any disks that I try.
2:17:40 PM You I need a bootable diagnostic disk for the inspiron, not floppy
2:17:48 PM You cd
2:18:09 PM You I can burn them but I don’t know if the format has a bootable segment in your downloads
2:18:19 PM Shalabh_01103005 Okay, could you please allow me a minute
2:19:23 PM Shalabh_01103005 If I understand the issue correctly, you want to download the diagnostic utility on your system so that you can run it on the system. Is that correct?
2:20:25 PM You I want to download a BOOTABLE diagnostic utility for the Insprion so I can burn it to a CD so I can boot up the Inspiron with it.
2:21:06 PM Shalabh_01103005 Okay
2:23:18 PM Shalabh_01103005 Thanks for staying online with me.
2:23:33 PM Shalabh_01103005 Please check this link
2:23:42 PM System Shalabh_01103005 pushes page, http://support.dell.com/support/topics/global.aspx/support/dsn/en/document?docid=13D26C9FCD5746FA916FDD395D30BE79&c=us&l=en&s=gen
2:23:52 PM You hold on
2:24:27 PM Shalabh_01103005 Sure
2:24:49 PM You It says “These download instructions are not necessary if you have the Dell Resource CD or the 5 diagnostic floppy disks.:”
2:25:10 PM Shalabh_01103005 Yes
2:25:18 PM You and it says To create this diskette set, you will need 5 blank, formatted disks… accent on the 5 blank, formatted!
2:25:46 PM You If you’ll remember me describing that I need a bootable CD that I can burn excludes this.
2:26:15 PM You also, you’ll remember me saying that my floppy disk on my desktop isn’t working
2:26:32 PM You excludes me formatting 5 floppies.

2:27:36 PM Shalabh_01103005 Please allow me a minute to recheck that
2:27:39 PM You I want the IMAGE of the diagnostic CD.. compact Disk
2:28:15 PM Shalabh_01103005 Okay
2:28:32 PM You If you can’t give me that, then I need the cd to be mailed to me
2:28:46 PM You It would be easier to download it.
2:29:00 PM You I understand that you, yourself don’t have these answers
2:30:12 PM Shalabh_01103005 I am searching for that, could you please allow me a minute
2:31:23 PM Shalabh_01103005 If I understand the issue correctly, you don’t want to download the utility on the floppy drive. Is that correct?
2:31:54 PM You You would be absolutely correct in your assumption.
2:32:19 PM Shalabh_01103005 Okay
2:32:38 PM You I am not physically able to write a floppy disk at this time.. I NEED TO BURN A CD

2:33:58 PM Shalabh_01103005 Its fine
2:34:32 PM Shalabh_01103005 Will it be fine if I send you the cd?
2:34:43 PM Shalabh_01103005 Cd which has the diagnostic utility?
2:34:52 PM You I would rather have the image
2:35:08 PM Shalabh_01103005 I am sorry, I did not get you
2:35:13 PM You I you (Dell) can not supply the image then I suppose I have no alternative.
2:35:33 PM You Image Definition:
2:35:48 PM Shalabh_01103005 I can send you the cd which will be having the diagnostic utility, you can run the utility from that cd
2:35:53 PM Shalabh_01103005 Will that be fine with you?>:
2:35:59 PM You A file that contains the exact format of a disk
2:36:39 PM You I assume that you do not have (or can get) a downloadable file that if burned to a CD would BE the CD. Am I correct?
2:38:37 PM Shalabh_01103005 Sure, you don’t have to worry at all for that
2:38:46 PM Shalabh_01103005 Please provide the information
2:38:50 PM Shalabh_01103005 1. Contact Name: (Registred user)
2. Address: (from your original order/ invoice)
3. Phone Number : (from your original order/ invoice)
4. Current Shipping Address Details: (Current user Name, Address, City, State, and Zip) NO PO BOXES PLEASE.
5. Daytime Phone Number:
6. Alternate Contact/ Phone:
2:39:31 PM You You should have all that already from my user stats.. but..
2:39:39 PM You Jeff Cushner
2:39:44 PM You 1413 N 21st St.
2:39:53 PM You Allentown, PA 18104-2503
2:39:59 PM You 610-435-7055
2:40:05 PM You 908-208-9174
2:40:07 PM Shalabh_01103005 I have that information however we need to verify the information to maintain the integrity of customers account information
2:41:28 PM Shalabh_01103005 I am sorry, that is not the address as on our records
2:41:40 PM You The address before I moved was:
2:41:44 PM You 540 Carmine Ave.
2:41:45 PM Shalabh_01103005 Please tell me the address where the system was initially shipped to
2:41:50 PM You South Plainfield, NJ 07080
2:41:59 PM You 908-769-8074
2:42:23 PM Shalabh_01103005 Okay, now please tell me the address where you want me to send you the cd
2:42:30 PM You but that was 4 years ago.
2:42:50 PM Shalabh_01103005 Okay
2:43:56 PM You I just checked my addresses on my account and they are ACCURATE
2:44:35 PM You So I don’t know what data you are seeing
2:45:08 PM Shalabh_01103005 Jeff, you might have updated the address however we check the data from the address where the system was initially shipped to
2:45:29 PM Shalabh_01103005 The verification is only done from the address where the system was initially shipped to
2:45:39 PM You I’m glad I didn’t move a lot since I bought the system then!
2:46:11 PM Shalabh_01103005 Should I send the cd at
1413 N 21st St. Allentown, PA 18104-2503 address?|
2:46:40 PM You That would be a correct assumption…
2:47:13 PM Shalabh_01103005 Thank you for the information. Could you please spare me a couple of minutes to create a dispatch and provide you the dispatch number
2:49:49 PM Shalabh_01103005 Thanks for staying online with me.
2:50:24 PM Shalabh_01103005 Jeff, I have tried to create the dispatch and send you the cd however, my tools are not allowing to do that.
2:50:51 PM Shalabh_01103005 In this case, we only have one option
2:51:16 PM You I have been on here for 45 min. to get a download or a disk.. and it leads to this?
2:52:02 PM Shalabh_01103005 I do understand your frustration however since my tools are not allowing my therefore I am not able to create the dispatch
2:52:24 PM Shalabh_01103005 The link which I gave you earlier had a file named D1066100.exe
2:52:27 PM You could you call someone and just get the job done without me?
2:52:48 PM Shalabh_01103005 I am sorry, I did not get you
2:53:42 PM You Call, like in use your phone, to a person in charge of sending things (like disks) and say.. Hey, I can’t get a dispatch. Can you send this disk to this guy.
2:54:06 PM You The link is to the file that calls to create floppy disks
2:54:30 PM You of which I can not do
2:54:32 PM Shalabh_01103005 Jeff, you can download the file on the system and then burn the same file on a cd
2:54:51 PM Shalabh_01103005 Then you can use that cd to run the diagnostic on your portable system
2:55:06 PM You It needs to be bootable since the system can not come up!

2:55:38 PM You If I could just run it….
2:55:45 PM You I would not be talking to you
2:56:13 PM You Do you understand the difference between a data disk and a system disk?
2:56:28 PM Shalabh_01103005 Jeff, please tell me, when you power on the system, what happens. Do you see the Dell logo?
2:56:56 PM Shalabh_01103005 Okay
2:57:51 PM You The diagnostic disk that I have boots but it is for my desktop system, not the Inspiron
2:58:41 PM Shalabh_01103005 Okay
2:59:35 PM Shalabh_01103005 Jeff, I really apologize that I am not able to send you the diagnostic disk since the system is out of warranty . I even tried to make an out of warranty dispatch however my tools are not allowing me to do so
3:00:13 PM You what? I can’t even run diagnostics??
3:01:17 PM Shalabh_01103005 Could you allow me a couple of minutes to consult this issue with my supervisor
3:01:21 PM You yes
3:04:02 PM Shalabh_01103005 Thanks for staying online with me.
3:04:47 PM Shalabh_01103005 Jeff, I have reconsulted my supervisor for this issue and we do not have any other option except using a floppy to make bootable diagnostic
3:05:30 PM You wonderful, we could have saved 1/24th of a day by knowing this in advance..
3:05:40 PM You Where’s that survey, please?
3:06:16 PM Shalabh_01103005 I do understand that you will be frustrated however, I really apologize if I wasted your time
3:06:31 PM Shalabh_01103005 I was actually trying to help you out so that your issue gets resolved
3:07:27 PM Shalabh_01103005 However after reconsulting my supervisor, I found that there is no way, we can make the bootable diagnostic cd
3:07:52 PM You Yes, you were hired to do a job and you were not told about the things that you would be asked in the active execution of it.
3:08:32 PM You So it is not your fault.. It is those a Dell who decided that this is a good way to handle technical support
3:09:09 PM Shalabh_01103005 Actually , I would have send you the cd to get your issue resolved however since my tools did not allowed my, I was not able to create the dispatch
3:09:52 PM You And like I said before you have no avenue to actually pick up a phone and make a request. You are tied to your computer only..
3:10:26 PM You OK.. thank you for your hard work

3:11:05 PM You Goodbye
3:11:13 PM You Where is that survey?
3:12:11 PM Shalabh_01103005 You will get the survey when you will close the chat by selecting the “Exit” button.
3:12:22 PM Shalabh_01103005 Is there any thing else in which I may assist you with?
3:12:32 PM You ok good bye
3:12:35 PM System The session has ended!

]]> By: Amanda http://www.edbott.com/weblog/?p=268&cpage=5#comment-99128 Amanda Wed, 26 Jul 2006 02:23:21 +0000 http://www.edbott.com/wordpress/?p=268#comment-99128 I had multiple problems with my dell laptop. First the hd went out about 4 months after getting it. Then I ended up with the fried mother boared due to the dc jack and overheating problems. I felt that I was treated like shit by the customer service department because I was a women. Even to the point of being told that the CSR wouldn't talk to me and he wanted to talk to the man of the house. I lost it at that point. First off there is no man of the house, second I am perfectly capable of handling this on my own. So numerous phone calls and emails I was informed that it was about $200 for diagnosis and if the mother board would have to be replaced it would be $800. I sent it to another company that charged me nothing to figure out the problem except shipping, and was told that the dc jack caused it to overheat and fried the MB. Dell of course could give a shit less, and basically told me to fly a kite because it was 24 days out of warranty. Anyway if anyone is looking for a class action lawsuit. http://www.lieffcabraser.com/dell-inspiron-2.htm they are gathering information from customers and will hopefully get the ball rolling soon. IF anyone knows of any other ways of going about this please let me know. I'm a student living on student loans, and had to buy another computer for school so at the moment I am not making the payments on the Dell POS so it's screwing up my credit. ALP I had multiple problems with my dell laptop. First the hd went out about 4 months after getting it. Then I ended up with the fried mother boared due to the dc jack and overheating problems. I felt that I was treated like shit by the customer service department because I was a women. Even to the point of being told that the CSR wouldn’t talk to me and he wanted to talk to the man of the house. I lost it at that point. First off there is no man of the house, second I am perfectly capable of handling this on my own. So numerous phone calls and emails I was informed that it was about $200 for diagnosis and if the mother board would have to be replaced it would be $800. I sent it to another company that charged me nothing to figure out the problem except shipping, and was told that the dc jack caused it to overheat and fried the MB. Dell of course could give a shit less, and basically told me to fly a kite because it was 24 days out of warranty. Anyway if anyone is looking for a class action lawsuit. http://www.lieffcabraser.com/dell-inspiron-2.htm they are gathering information from customers and will hopefully get the ball rolling soon. IF anyone knows of any other ways of going about this please let me know. I’m a student living on student loans, and had to buy another computer for school so at the moment I am not making the payments on the Dell POS so it’s screwing up my credit.

ALP

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