Well, this issue has YET to be resolved. Here are the two conversations I have recorded so far.
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{Vinayak 1:02:59 PM} Thank you for contacting Dell Consumer Technical Chat Support for Desktop, Printers and Electronics & Accessories. My name is Vinayak. How may I assist you today?
{ 1:03:16 PM} I need to know who I need to speak to so I can get another Dell Motherboard shipped to my home. I've had this Dimension 3000 for all of three months and the motherboard's IDE controller is alreay shot.
{Vinayak 1:03:24 PM} Please give me a minute to review your question and in the mean time can you please verify the system shipping address and the telephone number
{ 1:03:47 PM} (edited)
{Vinayak 1:04:12 PM} Thank you for the information provided, Mark
{Vinayak 1:04:17 PM} Can you please elaborate the issue so I can assist you better to resolve the concern ?
{ 1:05:51 PM} I told you, I've had this computer for three months, and it's telling me "Primary Drive 0 not found." The computer's motherboard is no longer recognizing the hard drive. I know alot about computers and my own troubleshooting has led me to the conclusion that the IDE controller on the motherboard is no longer functioning. I need to know who I have to speak to to get another one.
{Vinayak 1:06:49 PM} Thank you for the information provided, Mark
{Vinayak 1:06:52 PM} I need to pull up the necessary tools so I can help you better. May I have a couple of minute to do that?
{ 1:07:20 PM} No, I went through this with Shegufta yesterday. There are no tools that are needed. I need a new motherboard. Peiod. Who do I speak with to get this taken care of?
{Vinayak 1:08:43 PM} Thank you for being online.
{Vinayak 1:08:53 PM} Please do not worry about that,I will take care of it right away.
{Vinayak 1:09:26 PM} I sincerely regret the inconvenience and can understand the irritation that you are experiencing.
{Vinayak 1:09:30 PM} I understand the way you are feeling right now and I would have felt the same way had I been in your position
{Vinayak 1:09:40 PM} However I am with you until the issue resolve
{Vinayak 1:09:52 PM} Can you please elaborate the issue so I can assist you better to resolve the concern ?
{ 1:10:38 PM} DO you do anything but copy and paste your responses? I want a new motherboard because the one that shipped with this computer is broken inside of three months. Who do I need to speak with to get a new one?
{Vinayak 1:11:31 PM} Could you please let me know if the mother board is physically broken?
{ 1:12:47 PM} There is no obvious, visually identifiable damage to the motherboard. However, I have swapped hard drives and IDE cabling, so I know for a fact that the motherboard is the problem. I have also reset the bios and the CMOS, and it still does not recognize the HDD.\
{Vinayak 1:14:32 PM} Thank you for the information provided, Mark
{Vinayak 1:14:46 PM} If I understand the issue correctly, we are not able to locate the hard drive on the computer ?
{Vinayak 1:15:15 PM} Could you please let me know are we not able to boot up the system ?
{ 1:15:29 PM} No, not "WE". The motherboard is unable to locate the HDD. The system does not boot because the Hard Drive is not being read.
{Vinayak 1:16:50 PM} Firstly, I do apologize on behalf of the previous technician and all the inconvenience caused to you as a result of delayed services. I do understand your frustration and I assure you that I will see into the matter personally and will get your issue resolved during this interaction.
{Vinayak 1:16:57 PM} I just seek your co-operation on some parameters so that we can get your computer up and running in no time.
{Vinayak 1:17:11 PM} I am sure that will resolve the issue,
{Vinayak 1:17:59 PM} Could you please let me know the status of the back Led 's?
{ 1:18:57 PM} A, B, and C are green; D is orange.
{Vinayak 1:19:01 PM} There are four LED on the back of the tower please let me know the status of that LED so I can assist you better to resolve the issue
{Vinayak 1:19:31 PM} Thank you
{Vinayak 1:21:00 PM} Please Check the monitor for an error message.
To check the monitor for an error message, perform the following steps:
Remove the external power cord from the system and reconnect the monitor signal cable.
Reconnect external power cord, then power on the monitor and then the system.
Check the monitor for any error messages being displayed. (An example is Alert! Battery Low, F1 to continue F2 to enter setup.)
Use this specific error message to troubleshoot the problem.
{ 1:21:51 PM} Diskette Drive 0 seek failure
Primary Drive 0 not found
Strike F1 key to continue, F2 to run the Setup utility
{Vinayak 1:22:59 PM} Could you please let me know have we clear the nvram on the system ?
{ 1:23:50 PM} I just cleared everything by taking ou tthe small battery on the motherboard, and resetting the NVRAM through the BIOS. Remind me how to do it agian so I can retry it here.
{Vinayak 1:24:19 PM} To clear the NVRAM, perform the following steps:
Restart your computer.
At the first text on the screen or at the Dell logo, press the <F2> key every three seconds until the message Entering Setup appears.
The System Setup screen appears.
Press the <Caps Lock> key, the <Scroll Lock> key, and the <Num Lock> key to light up all three lights on the keyboard.
Press the <Alt> and <E> keys at the same time.
Press the <Alt> and <F> keys To set the bios
The system will emit a beep tone to indicate that NVRAM has been cleared.
Press the <Esc> key, and then press the <Enter> key to save the changes and reboot the system.
{ 1:24:52 PM} Done
{Vinayak 1:25:03 PM} Okay
{ 1:25:26 PM} Diskette Drive 0 seek failure
Performing Automatic IDE configuration...
{Vinayak 1:25:40 PM} Please
Remove all external peripherals.
Unplug everything from the front and back of the system, except the power cord.
This includes the following devices:
Keyboard
Mouse
Speakers
Printers
Scanners
USB devices
Personal digital assistants (PDAs)
Zip Drives
{ 1:26:48 PM} Done.
{Vinayak 1:27:04 PM} Please Configure the system down to a motherboard, processor, power supply, and control panel switch.
{ 1:27:33 PM} Should I leave the monitor plugged in also?
{Vinayak 1:27:35 PM} Unplug the power cable from the back of the system.
Push and hold the power button for 5 seconds to discharge residual power.
Remove the system cover.
Strip the system down to only the motherboard, processor, power supply, and control panel switch. This includes removing the power from any hard disk drive, floppy drive, or optical drive.
{ 1:30:19 PM} Done.
{ 1:30:41 PM} All PCI cards are removed, and all power cords are unplugged.
{Vinayak 1:30:47 PM} Could you please let me know if ther is any beep code ?
{ 1:31:13 PM} It's unplugged. Of course there is no beep code,
{ 1:31:42 PM} Should I put the RAM back into the machine?
{Vinayak 1:32:47 PM} Sure please reseat all the devices and try to boot the system
{Vinayak 1:34:27 PM} Mark please do not worry
{ 1:35:03 PM} Of course I'm goipng to worry, I paid over $500 for this system and it is suddenly broken. I am rebooting now.
{Vinayak 1:35:20 PM} I have researched on the issue we are facing so I am replacing the mother board in order to get the issue resolve
{Vinayak 1:35:37 PM} We are always here to help our valuable customer and make them happy.
{ 1:35:53 PM} You're sending me a new motherboard?
{Vinayak 1:36:01 PM} I assure you for the best services from our part
{Vinayak 1:36:07 PM} Sure Mark
{ 1:36:22 PM} Thank you very much. Will I get an email to confirm this?
{Vinayak 1:36:46 PM} Also I will send the technician who will replace the faulty mother board on the system
{ 1:37:11 PM} By the way, I just rebooted the machine. It is still giving me a dual beep code and telling me that the drive is not found.
{Vinayak 1:37:16 PM} Please be online while I provide you the dispatch number for the mother board
{ 1:37:20 PM} Am I going to have to pay for the technician's visit?
{Vinayak 1:37:25 PM} Not a problem we together will work on the issue to get it resolve . I am with you until the issue resolve
{Vinayak 1:37:28 PM} Please provide me the following details, so that I can setup the service call to send the technician to replace the faulty part :
1) Complete address (with zip code)
2) Land line telephone number
3) Cell phone number if the land line phone number is not available.
{Vinayak 1:37:48 PM} No Mark this will be totally free of cost for you
{Vinayak 1:38:16 PM} We believe in the customer service and we assure you the best from our end
{ 1:38:28 PM} Wonderful. Here is the information you asked for.
(edited)
{Vinayak 1:38:56 PM} Thank you Mark
{ 1:39:08 PM} Thank you for understanding my frustration.
{Vinayak 1:39:08 PM} Please note down the case number to reference our interaction today,the case number is # (edited)
{Vinayak 1:39:16 PM} Please be online while I provide you the dispatch number
{Vinayak 1:40:41 PM} Thank you for being online. Mark
{ 1:40:52 PM} I'm still here.
{Vinayak 1:40:55 PM} Please note the dispatch number for the mother board for the future reference # (edited)
{ 1:41:06 PM} When is this going to be scheduled for?
{Vinayak 1:41:35 PM} You will recieve the call from the technician to fix up an appointment to replace the faulty part
{Vinayak 1:41:53 PM} He will replace the part for you free of cost
{ 1:41:56 PM} Thank you. Your help and understanding is greatly appreicated.
{Vinayak 1:41:59 PM} We are always here to help our valuable customer and make them happy.
{Vinayak 1:42:05 PM} Have I been able to answer the query to your satisfaction?
{ 1:42:09 PM} Let me ask you a quick question, though. Where are you from?
{Vinayak 1:42:31 PM} Sure Mark I am physically located at INDIA
{Vinayak 1:42:56 PM} Please let me know how did you find the quality of this chat interaction.
{ 1:43:04 PM} Thanks. As soon as I get the computer fixed, I will defenitely say that you have satisfied my query.
{Vinayak 1:43:13 PM} Is there any other technical issue I may assist you,today?
{Vinayak 1:43:26 PM} I assure that this will resolve the issue
{ 1:43:48 PM} Seeing as I cannot get into the system, there's nothing else. Thank you very much.
{Vinayak 1:44:08 PM} Thank you for visiting Dell Technical Support online chat and allowing me the opportunity to assist you. Please feel free to visit us again at
http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=e
{ 1:44:31 PM} Thank you.
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I had another conversation with another Indian named Balu, who told me that after consulting his supervisor, I would still recieve the part and installation. He tried to tell me at first that since my three month warantee was expired, I couldn't get them, but when I made a stink about Vinayak failing to mention that to me, he suddenly agreed with me.
Here's the one I just got done with.
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{Ajay_MV 11:39:15 PM} Thank you for contacting Dell Desktop Technical Support Chat. My name is Ajay.
May I have your complete name, E-Mail address and telephone number as on our records, please?
{ 11:39:38 PM} (edited)
{Ajay_MV 11:40:13 PM} Thank you for all the information.
{Ajay_MV 11:40:25 PM} Mark, could you give me a minute to pull up your information from the records?
{ 11:40:37 PM} Sure.
{Ajay_MV 11:41:42 PM} Thank you for your patience.
{Ajay_MV 11:41:44 PM} How may I assist you today?
{ 11:42:50 PM} I was told several weeks ago by both Vinayak and Balu that I would get a new motherboard to replace my faulty one. I am still waiting for it and I am becoming very aggrivated, and I am about to notify the Better Business Bureau of my difficulties.
{Ajay_MV 11:43:58 PM} I apologize for the inconvenience you have gone through. I will make sure that we resolve this issue as soon as possible to your satisfaction.
{ 11:44:15 PM} Even if shipped from India, it wouldn't take three bloody weeks to get here.
{Ajay_MV 11:45:19 PM} I will check the Dispatch status. Could you give me the Dispatch Number?
{ 11:46:05 PM} 059874862
{Ajay_MV 11:47:04 PM} Could you give me 2 minutes to check the Dispatch Status?
{ 11:47:17 PM} Yes.
{Ajay_MV 11:47:26 PM} Thank you.
{Ajay_MV 11:52:17 PM} I apologize. It took me a little longer to search than expected. I appreciate your patience.
{ 11:52:28 PM} I'm not going anywhere.
{Ajay_MV 11:54:26 PM} The Dispatch was cancelled as the Contract was invalid.
{ 11:55:03 PM} The dispatch will be restarted. I was told by two different Dell representatives that I would recieve a free motherboard.
{ 11:56:10 PM} Do you retain copies of all conversations that are held between customers and Dell representatives?
{Ajay_MV 11:56:27 PM} The contract you have is only for troubleshooting parts.
{Ajay_MV 11:57:29 PM} The warranty on the System has expired.
{ 11:58:18 PM} Obviously we do not understand each other here, Ajay. I spoke to Vinayak and explained to him that the motherboard I had in my three month old Dell had failed. He told me that as a result, Dell would ship me a free motherboard and would also call me to get an appointment set up to have it installed, and he also told me it would all be free of charge. I spoke to another Dell representative, Balu, a week later. He confirmed what Vinayak said, after "speaking with his supervisor", as he said.
{ 11:59:32 PM} I have copies of BOTH conversations. I would like to resolve this matter peacefully. I want Dell to stand behind what their representatives told me and do as they said they would. If that does not occur, I'm afraid I will have to take this matter to legal action.
{Ajay_MV 12:00:29 AM} I can understand the way you are feeling. I would have felt the same way had I been in your situation. I will personally ensure that all the issues are resolved to your satisfaction.
{ 12:00:54 AM} Good, that means you will be shipping me a new motherboard.
{Ajay_MV 12:01:52 AM} Could you give me 5 minutes to consult with my Supervisor?
{ 12:02:15 AM} That's what Balu did. Go on.
{Ajay_MV 12:02:23 AM} Thank you.
{Ajay_MV 12:10:44 AM} Thank you for your patience.
{ 12:11:14 AM} It is wearing thinner each time I have to contact this company.
{Ajay_MV 12:13:12 AM} Mark, I have consulted my Supervisor and I have also told him about the Dispatch that was created earlier. The issue has been escalated to the highest authorities and we would one more day to resolve this issue.
{ 12:14:41 AM} And what am I supposed to do until then? Sit here with this continuingly imoperable $500 paperweight and wait for you to contact me? This is the fourth time I've contacted you people about this.
{Ajay_MV 12:16:10 AM} Mark, you do not have to contact us. My Supervisor will contact you.
{ 12:16:27 AM} When, and via what medium?
{Ajay_MV 12:19:26 AM} He will contact you at this time at (edited). Is that ok?
{ 12:19:39 AM} At what time?
{ 12:19:49 AM} 1:19 in the morning?!
{Ajay_MV 12:20:31 AM} He can also call you at anytime after 6. Is that ok?
{ 12:20:39 AM} Seven in the evening.
{Ajay_MV 12:20:43 AM} Yes.
{ 12:21:54 AM} I will be expecting the phone call. If I have not recieved the call by seven thirty in the evening on Friday, July 15th, I will be preparing a report to the Better Business Bureau.
{Ajay_MV 12:22:17 AM} Sure.
{ 12:23:02 AM} Not to mention, Dell will DEFENITELY hear from me again. This kind of "customer service" is completely unnacceptable.
{Ajay_MV 12:23:35 AM} I am sorry this happened. Please don't worry. We will take care of this for you.
{ 12:24:04 AM} A copy of this conversation has been saved. Please see to it that I recieve the call we spoke of at seven o'clock on Friday evening, Eastern time in the US.
{Ajay_MV 12:25:17 AM} I will make sure that my Supervisor calls you at 7.30.
{ 12:25:35 AM} No, BEFORE 7:30.
{ 12:25:46 AM} Have a nice night.
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Thoughts?
