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. I’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.
Here’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. 🙂
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! 🙂
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!