Archive for January, 2011

This is why I like Dell support

January 19, 2011

I have been purchasing Dell Latitude notebooks (M65, D830, D820, etc.) for several years and always purchase the 3 year warranty and purchase the additional year extension when the 3 year warranty is about to run out.  Iโ€™m always impressed by the service I get.

I recently had a display issue with my D830 with a vertical green line appearing towards the right side of the display.  So I got online with Dell support.

Hereโ€™s my recent chat log with the Dell ProSupport technician, Mike Gallagher.  Do HP, Acer, Sony, Toshiba and the others have this kind of support?

1:00:58 PM        System  You are now being connected to an agent. Thank you for using Dell Chat
1:00:58 PM        System  Connected with ProSupport Michael Gallagher
12:47:25 PM        ProSupport Michael Gallagher  Hi, my name is Mike, thank you for contacting Dell Technical Support. While I am pulling up your information may I please get a brief description of the problem and any troubleshooting that has already been done.
12:48:20 PM        ProSupport Michael Gallagher  I am showing that this is a D830, is that correct?
12:49:08 PM        RUSSELL WRIGHT  My D830 has two problems. One developed in the last 24 hours. It has a green vertical line on the right side of the display that extends the entire length of the display. Also, the "eject" button has fallen off from the card slot.
12:49:49 PM        ProSupport Michael Gallagher  The PCMCIA slot?
12:50:06 PM        RUSSELL WRIGHT  It’s the "other" card slot. Can’t think of the name…
12:50:47 PM        RUSSELL WRIGHT  The "express" card slot.
12:50:47 PM        ProSupport Michael Gallagher  Is the green line seen on an external monitor?
12:51:09 PM        RUSSELL WRIGHT  No, I currently have it docked and it is only on the display on the notebook.
12:52:24 PM        ProSupport Michael Gallagher  Ok…I need you to undock, power the system off, then hold the D key and the power button down for 2 seconds then release, and tell me what you see.
12:53:41 PM        RUSSELL WRIGHT  How do I do that without losing you…since I’m using the computer to chat with you?
12:54:32 PM        ProSupport Michael Gallagher  oh… I did not realize that we were chatting on the same system.
12:55:11 PM        RUSSELL WRIGHT  I can chat back with you on a different computer, if there is some way to connect back to you.
12:55:11 PM        ProSupport Michael Gallagher  I will suspend the session , then you can do that, and when you go back into chat you will get me.
1:02:01 PM        RUSSELL WRIGHT  The screen cycled through all the colors with each colored screen displaying the vertical green line except, of course, the green screen where the line couldn’t be seen. ๐Ÿ™‚
1:03:09 PM        ProSupport Michael Gallagher  hello
1:03:17 PM        RUSSELL WRIGHT  Hola.
1:03:34 PM        ProSupport Michael Gallagher  that’s what I need to know
1:03:39 PM        ProSupport Michael Gallagher  It the LCD
1:03:54 PM        ProSupport Michael Gallagher  Can I please get the address contact name and phone number that will be used for this dispatch?
1:03:57 PM        RUSSELL WRIGHT  That’s what I thought…either that or a cable going to the screen.
1:04:19 PM        ProSupport Michael Gallagher  yep…going to replace them both
1:05:16 PM        RUSSELL WRIGHT  Russell Wright, xxxx xxxxxx 
1:05:43 PM        RUSSELL WRIGHT  Usually at the biz address during the day.
1:06:10 PM        ProSupport Michael Gallagher  Where do you want me to send a tech?
1:06:21 PM        RUSSELL WRIGHT  To the biz address.
1:06:35 PM        ProSupport Michael Gallagher  no problem
1:07:02 PM        RUSSELL WRIGHT  Don’t forget the "eject" button for the express card slot! ๐Ÿ™‚
1:07:53 PM        ProSupport Michael Gallagher  is that Richardson TX?
1:08:01 PM        RUSSELL WRIGHT  Yes.
1:09:03 PM        ProSupport Michael Gallagher  Any other issues with he system that need to be addressed like missing rubber feet or cracked plastics?
1:09:08 PM        ProSupport Michael Gallagher  *the
1:09:57 PM        RUSSELL WRIGHT  Nope. All looks good except for some scratches on the lid.
1:11:43 PM        ProSupport Michael Gallagher  We will fix that too while we are out there.
1:11:48 PM        ProSupport Michael Gallagher  Please bare with me while I process this request, this will take several minutes.
1:12:06 PM        RUSSELL WRIGHT  Wow! I’ll be grabbing some snacks.
1:14:04 PM        ProSupport Michael Gallagher  no problem…. enjoy
1:14:24 PM        RUSSELL WRIGHT  Chips ‘n salsa.
1:18:39 PM        ProSupport Michael Gallagher  it will be just a few more minutes
1:18:48 PM        RUSSELL WRIGHT  OK.
1:28:40 PM        ProSupport Michael Gallagher  Thank you for your patience, Your dispatch number is 140933333 
1:28:55 PM        ProSupport Michael Gallagher  This part should ship next business day and you should be contacted by the onsite tech by 1:00pm tomorrow
1:29:00 PM        ProSupport Michael Gallagher  Is there anything else that I can help you with today?
1:30:07 PM        RUSSELL WRIGHT  No. You’ve done great! Thanks for your assistance.
1:30:25 PM        ProSupport Michael Gallagher  Thank you for choosing Dell! We are always available at support.dell.com/chat. Please feel free to close this window at your convenience.
1:30:36 PM        RUSSELL WRIGHT  Bye!