Here is the latest follow up on the Dell Computer Debacle. Once again let me thank all of you who have written in words of encouragement  in our battle for justice.  So far my husband has spent about 14 hours with tech and computer support at Dell this inspite of the 2 year extended warranty that we also purchased. They are continuing their stance that they are not going to refund the purchase price of a computer that worked for 45 minutes. We have filed an official complaint with the Texas Attorney General. There is a woman who handles only Dell complaints, which in itself speaks volumes. So if you have a problem with Dell, and get the same treatment that we are getting, let me suggest contacting Mary Jane Harrison at the email addy, mary.jane.harrison@oag.tx.us.

On the nasty side, 2 nights ago someone hacked into my computer and stole the folder called Dell out of my email mailbox. While we have our suspicions, it is impossible to tell who it was. So we are installing new security updates. The folder contained no information that would stop us from going forward,  but it does indicate that someone does not like what we are doing. No other folders have been touched.

So to thank whoever helped themselves to my hard drive, we are publishing the tech support logs right here on the web. As you will see, it's a lot of work for someone who has purchased an extended warranty. Note that names, addresses and phone numbers of my family have been changed or deleted for privacy concerns. So here goes:

From: noreply@dell.com
To: Robert
Subject: Dell Chat Session Log
Date: Fri, 23 Dec 2005 03:27:01 +0000
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 983285. 
Time  Details 
12/22/2005 08:07:39PM Session Started with Agent (Smriti_0189397)
12/22/2005 08:07:39PM Robert Drew: "Blue or orange screen of death on new pc"
12/22/2005 08:08:07PM Robert Drew: "Hi Smriti."
12/22/2005 08:08:19PM Agent (Smriti_0189397): "Thank you for contacting Dell Consumer Hardware Warranty Support. My name is Smriti. I have noted your question and am reviewing it. Meanwhile, may I have the name, telephone number and the e-mail address registered with us?"
12/22/2005 08:08:23PM Agent (Smriti_0189397): "Hi Robert. \"
12/22/2005 08:08:28PM Agent (Smriti_0189397): "How are you?"
12/22/2005 08:08:33PM Agent (Smriti_0189397): "While I review your question, let me inform you that you might get an invitation to participate in a survey at the end of this session. You would be asked to rate our interaction on a scale of 1 to 9 with 9 being the best. In order to participate in the s "
12/22/2005 08:09:15PM Robert Drew: "Robert Drew XXXX or possibly XXXXXXX "
12/22/2005 08:09:49PM Agent (Smriti_0189397): "Robert, I am sorry, neither the name nor the phone number matches as per the records Robert Drew. You may want to try another name and phone number."
12/22/2005 08:10:40PM Robert Drew: "I purchased it and had it sent to my wife's mother... XXXXXXXXXXX."
12/22/2005 08:12:08PM Agent (Smriti_0189397): "May I have the phone number or shipping address as per records?"
12/22/2005 08:12:53PM Robert Drew: "Shipping address would be XXXX"
12/22/2005 08:13:55PM Robert Drew: "Phone there is XXXX"
12/22/2005 08:14:18PM Agent (Smriti_0189397): "Thank you for all the information, Robert."
12/22/2005 08:14:29PM Agent (Smriti_0189397): "Since when are you facing this problem?"
12/22/2005 08:14:36PM Robert Drew: "yw"
12/22/2005 08:15:01PM Robert Drew: "since we opened the box for my mother-in-law's birthday, this past Tuesday."
12/22/2005 08:15:12PM Agent (Smriti_0189397): "Did you try any steps to resolve the issue before contacting us?"
12/22/2005 08:15:49PM Robert Drew: "No.... we get either blue or orange screen of death almost immediately most of the time."
12/22/2005 08:15:59PM Robert Drew: "Wait..."
12/22/2005 08:16:10PM Robert Drew: "Did disk cleanup and defreg...."
12/22/2005 08:17:15PM Agent (Smriti_0189397): "Robert, did you try running test on the hard drive?"
12/22/2005 08:17:35PM Robert Drew: "no.. how does one do that?"
12/22/2005 08:20:33PM Agent (Smriti_0189397): "Please follow these steps to run a Diagnostic : 1. Turn the computer completely off. 2. Restart the computer and start tapping "F12" key at the first Dell logo screen. 3. You should see a one time boot menu listing a couple of options to boot the comput"
12/22/2005 08:21:18PM Robert Drew: "OK.. should I do that now?.. i am on another pc right now."
12/22/2005 08:21:41PM Agent (Smriti_0189397): "Yes, please perform the steps."
12/22/2005 08:23:05PM Robert Drew: "OK.. list has Diagnostics, not IDE Drive Diagnostics. That option? Or the Internal HDD option?"
12/22/2005 08:24:22PM Agent (Smriti_0189397): "Okay, Robert please try the steps mentioned below:-"
12/22/2005 08:24:31PM Agent (Smriti_0189397): "Please follow the steps mentioned below to run the test on the Hard Drive:- Turn off the system completely Press and hold the Fn key and power on the system After few test you will get the options extended test ,express test ,custom test and symptom tree."
12/22/2005 08:29:09PM Robert Drew: "Running test now....."
12/22/2005 08:30:14PM Agent (Smriti_0189397): "That good."
12/22/2005 08:30:56PM Robert Drew: "21% done so far..."
12/22/2005 08:32:41PM Agent (Smriti_0189397): "All right, Robert."
12/22/2005 08:35:34PM Robert Drew: "26% now..."
12/22/2005 08:37:04PM Agent (Smriti_0189397): "Okay, Robert."
12/22/2005 08:42:04PM Robert Drew: "it looks like it re-started the "read test" and is back to 20% completed.... That OK?"
12/22/2005 08:42:22PM Agent (Smriti_0189397): "Yes."
12/22/2005 08:43:22PM Agent (Smriti_0189397): "Robert, the test will take sometime, I would request you to please run the test and then contact us back with the error message and the error code."
12/22/2005 08:44:26PM Robert Drew: "ok.. got a reference number for this session?"
12/22/2005 08:44:36PM Agent (Smriti_0189397): "Yes sure."
12/22/2005 08:44:51PM Agent (Smriti_0189397): "Thank you for visiting Dell Consumer Hardware Warranty Support online chat and allowing me the opportunity to assist you. The case reference number for today’s interaction is 120394688. Please keep the case number on file; it will assist you when contact"
12/22/2005 08:44:57PM Agent (Smriti_0189397): "Is there anything else with the system that I can assist you with?"
12/22/2005 08:46:00PM Robert Drew: "How about returning it for a refund?"
12/22/2005 08:47:03PM Agent (Smriti_0189397): "Robert, you can return the system within first 21 days from the date of invoice, but you have completed the 21 days therefore incase any part has gone bad we will replace the parts."
12/22/2005 08:48:49PM Robert Drew: "I know. I've been through that with Customer Service. It's a shamebDell will be losing sales to me of 3 PC's every 2 years because of that policy."
12/22/2005 08:50:21PM Agent (Smriti_0189397): "Robert, I can understand but incase the parts are gone bad we will replace the parts till the system is under warranty."
12/22/2005 08:51:41PM Robert Drew: "I understand that is your intention. But you never sent me a product that worked, and I'm sure you (Dell) intended to send one that did work."
12/22/2005 08:53:48PM Agent (Smriti_0189397): "No Robert the case is not like that and incase you found the part defective we could have given you a new system exchange as per policy but the conditions are applicable."
12/22/2005 08:54:34PM Agent (Smriti_0189397): "Being a regular customer of Dell you must be knowing that we provide the best support and are concerned of our customer happiness."
12/22/2005 08:55:09PM Robert Drew: "Except for returns."
12/22/2005 08:55:48PM Agent (Smriti_0189397): "Robert, as per policy incase the conditions are fulfilled we do give system exchange also."
12/22/2005 08:57:00PM Robert Drew: "But no options if the exchange is NOT wanted. I'll be comimg back to chat when this job completes."
12/22/2005 08:57:42PM Agent (Smriti_0189397): "Robert, please give me the exact error message."
12/22/2005 08:58:04PM Agent (Smriti_0189397): "The error message that you receive while you turn on the screen, the codes on the blue screen ."
12/22/2005 08:58:18PM Robert Drew: "I will when it completes."
12/22/2005 08:59:18PM Agent (Smriti_0189397): "Okay, Robert lets run the test now itself and I will be with you on chat till the test completes."
12/22/2005 09:00:01PM Agent (Smriti_0189397): "Will this be fine with you?"
12/22/2005 09:00:53PM Robert Drew: "Sure... overall is 80% complete.... is on last section, Verify Test"
12/22/2005 09:02:36PM Agent (Smriti_0189397): "Okay, that's good."
12/22/2005 09:06:16PM Robert Drew: "87%"
12/22/2005 09:08:00PM Agent (Smriti_0189397): "All right, Robert."
12/22/2005 09:10:51PM Robert Drew: "back to 80% overall"
12/22/2005 09:11:30PM Agent (Smriti_0189397): "Okay, Robert."
12/22/2005 09:15:59PM Agent (Smriti_0189397): "Robert, what is the progress now?"
12/22/2005 09:16:10PM Agent (Smriti_0189397): "Did you get any error message or error code till now?"
12/22/2005 09:16:20PM Robert Drew: "85% overall"
12/22/2005 09:16:42PM Agent (Smriti_0189397): "I would like to inform you that it could be hard drive or the software failure also."
12/22/2005 09:16:42PM Robert Drew: "Passed all prior sections"
12/22/2005 09:16:51PM Agent (Smriti_0189397): "Okay."
12/22/2005 09:17:09PM Agent (Smriti_0189397): "Incase all the test passes then we need to reinstall the operating system."
12/22/2005 09:18:33PM Robert Drew: "did backup cd's come with it?.. or is one I need to make but couldn't because the system arrived "broken"?"
12/22/2005 09:19:16PM Agent (Smriti_0189397): "Robert, we can install the operating system with the help of the PC Restore option also."
12/22/2005 09:20:26PM Robert Drew: "ok"
12/22/2005 09:21:00PM Robert Drew: "88%"
12/22/2005 09:23:18PM Robert Drew: "All tests passed and no eror codes."
12/22/2005 09:23:26PM Agent (Smriti_0189397): "That's good."
12/22/2005 09:23:42PM Agent (Smriti_0189397): "This means that the hard drive is fine , the issue is related to software."
12/22/2005 09:23:49PM Agent (Smriti_0189397): "Lets reinstall the operating system."
12/22/2005 09:24:12PM Robert Drew: "That's a task for tomorrow. It's getting late here."
12/22/2005 09:24:30PM Robert Drew: "Thanks."
12/22/2005 09:25:02PM Agent (Smriti_0189397): "Robert, let me provide you the link for the steps and then you can e-mail incase you face any issue."
12/22/2005 09:25:08PM Robert Drew: "and good night"
12/22/2005 09:25:16PM Robert Drew: "OK"
12/22/2005 09:25:44PM Agent (Smriti_0189397): "Please click on the link for reinstall the operating :-"
12/22/2005 09:25:46PM Agent (Smriti_0189397) sends page: "http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1090151&c=us&l=en&cs=04&s=bsd"
12/22/2005 09:26:34PM Agent (Smriti_0189397): "Please e-mail me at smriti_g@dell.com."
12/22/2005 09:26:53PM Robert Drew: "OK.. thank you...."
If you require further assistance, please visit us at www.support.dell.com 

~~~~~~~~~~~~~~~~~~~~~~~~~~
From: noreply@dell.com
To:  RobertXXXXXXXXX
Subject: Dell Chat Session Log
Date: Sun, 25 Dec 2005 23:31:18 +0000
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your record.
Your session ID for this incident is 1014560. 
Time  Details 
12/25/2005 04:49:52PM Session Started with Agent (Surojit_01112739)
12/25/2005 04:49:52PM Robert Drew: "PC freezes even after system restore"
12/25/2005 04:50:15PM Robert Drew: "Hi Surojit"
12/25/2005 04:50:37PM Agent (Surojit_01112739): "Thank you for contacting Dell Consumer Hardware Warranty Support Chat. My name is Surojit. Please allow me a moment to review your question. While I review your question, let me inform you that you might get an invitation to participate in a survey at the"
12/25/2005 04:50:40PM Agent (Surojit_01112739): "Please give me a couple of minutes to review the question and in the meantime can you please verify the system shipping address and the telephone number."
12/25/2005 04:50:59PM Agent (Surojit_01112739): "Hi Robert how are you doing?"
12/25/2005 04:51:14PM Agent (Surojit_01112739): "May the Santa bring something special this New Year"
12/25/2005 04:51:19PM Robert Drew: "Check the above case. I am out of patience with you people."
12/25/2005 04:51:32PM Agent (Surojit_01112739): "A Merry Christmas to you Robert."
12/25/2005 04:53:23PM Agent (Surojit_01112739): "As I took a glance at the previous case Robert you were getting a blue screen error message, am I right?"
12/25/2005 04:54:04PM Robert Drew: "blue screen or orange screen freeze-ups.. no error message, non-responsive PC."
12/25/2005 04:54:39PM Agent (Surojit_01112739): "Need not worry Robert we will definitely resolve the issue today."
12/25/2005 04:55:10PM Agent (Surojit_01112739): "Could you please verify the system shipping address and the telephone number."
12/25/2005 04:55:39PM Agent (Surojit_01112739): "So that I can go ahead further and resolve the issue."
12/25/2005 04:55:47PM Robert Drew: "so you can't get that from the prior chat transcript?..."
12/25/2005 04:57:08PM Agent (Surojit_01112739): "Robert you need to verify the same for the privacy and the security of the account as I am not authorized to trouble shoot without verifying the system shipping address and the telephone number."
12/25/2005 04:57:21PM Robert Drew: "BF (XXXXXXXXXXXXX"
12/25/2005 04:57:50PM Agent (Surojit_01112739): "Thank you for the information."
12/25/2005 04:59:45PM Agent (Surojit_01112739): "Robert could you please let me know if you still have the blue screen?"
12/25/2005 05:00:14PM Robert Drew: "Yes, still on the pc right now."
12/25/2005 05:00:56PM Agent (Surojit_01112739): "All right."
12/25/2005 05:02:35PM Agent (Surojit_01112739): "Need not worry Robert is the PC working properly right now?"
12/25/2005 05:03:04PM Robert Drew: "NO!!!"
12/25/2005 05:03:15PM Robert Drew: "That's WHY I am chatting with you."
12/25/2005 05:03:22PM Agent (Surojit_01112739): "All right Robert."
12/25/2005 05:03:30PM Robert Drew: "The piece of shit is frozen."
12/25/2005 05:04:00PM Agent (Surojit_01112739): "I just wanted to know if you have the issue always or sometimes."
12/25/2005 05:05:08PM Agent (Surojit_01112739): "We would need to perform certain trouble shooting steps to resolve the issue.Would that be comfortable with you?"
12/25/2005 05:05:31PM Robert Drew: "We opened the boz and it froze immediately upon completion of the initial setup of the pc (ID etc).. It has NEVER worked properly."
12/25/2005 05:05:49PM Agent (Surojit_01112739): "Need not worry Robert."
12/25/2005 05:06:19PM Robert Drew: "we can try. But you have 1 hour to get this fixed. Otherwise you can take this back."
12/25/2005 05:06:27PM Agent (Surojit_01112739): "I would give you a certain trouble shooting step to perform on the system."
12/25/2005 05:06:45PM Robert Drew: "OK"
12/25/2005 05:07:12PM Agent (Surojit_01112739): "We would need to repair the operating system. I would give you the link to do that."
12/25/2005 05:08:18PM Robert Drew: "I already tried that with the last chat agent. Did it twice today... both times it gets to the Microsoft screen but then boes totally blue and freezes."
12/25/2005 05:09:05PM Robert Drew: "Here's the chat message..... Agent (Smriti_0189397) sends page: "http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1090151&c=us&l=en&cs=04&s=bsd" 12/22/2005 09:26:34PM Agent (Smriti_0189397"
12/25/2005 05:10:02PM Agent (Surojit_01112739): "Need not worry Robert."
12/25/2005 05:10:08PM Agent (Surojit_01112739): "Please give me a couple of minutes so that I can research on the issue and provide you with the best possible resolution."
12/25/2005 05:10:41PM Robert Drew: "The best possible resolution is to take this back and refund my money."
12/25/2005 05:13:00PM Robert Drew: "The Restore function doesn't work, so obviously the pc was toast when you shipped it."
12/25/2005 05:13:06PM Agent (Surojit_01112739): "Robert we would need to do a clean installation of the operating system. I would give you the steps for that and this will definitely resolve the issue."
12/25/2005 05:13:58PM Robert Drew: "No. I have spent enough of MY time trying to get this going. Check the order and see that I have "On-Site" support. Send someone here to fix it."
12/25/2005 05:14:18PM Robert Drew: "Or refund my money."
12/25/2005 05:15:57PM Agent (Surojit_01112739): "Robert please understand that I cannot send the technician to your place unless and until we get the exact faulty part."
12/25/2005 05:17:46PM Agent (Surojit_01112739): "If you want the money to be refunded or you want a system exchange you will need to contact Dell customer care. They would be able to assist you better as I do not have the expertise to handle refund or exchange issues."
12/25/2005 05:17:50PM Robert Drew: "The exact faulty part is the PC. Understand that I am at the end of my rope with Dell. I have contqacted the attorney general's office and am expecting mail any day now."
12/25/2005 05:18:49PM Robert Drew: "Do you expect to buy a car and have to spend hours getting it to run????"
12/25/2005 05:19:51PM Robert Drew: "That's what you are expecting me to do with this PC"
12/25/2005 05:21:54PM Agent (Surojit_01112739): "Robert I realize the frustration you are experiencing getting the system to run, I apologize for that but in this case I would suggest you to send the system to the Dell depot so That the system will be thoroughly diagnosed and any faulty part found will b"
12/25/2005 05:23:08PM Agent (Surojit_01112739): "We will make sure that the system is up and running."
12/25/2005 05:24:31PM Robert Drew: "You don't understand. I do not want it fixed or replaced. I want it sent back and my money refunded. I don't want a Dell in either of these houses again. I understand the system is over 21 dys old, so cust service cannot do that. SOMEONE can. If the"
12/25/2005 05:26:28PM Agent (Surojit_01112739): "All right Robert."
12/25/2005 05:28:17PM Agent (Surojit_01112739): "Robert as you want a refund I will suggest you contact Dell customer care. I will give you the contact information."
12/25/2005 05:29:12PM Agent (Surojit_01112739): "I would have loved to help you Robert but I do not have e the expertise to handle these issues."
12/25/2005 05:29:21PM Agent (Surojit_01112739): "We have a specialized cell to address such issues which you are facing. Please contact Dell Customer care at 800-624-9897 Extension: 72-66966 or you could could also chat with them at 2"
12/25/2005 05:29:21PM Agent (Surojit_01112739): "sure, your concern would be properly dealt with there."
12/25/2005 05:29:39PM Robert Drew: "OK... I'll call again.... This time I better get a callback from a supervisor...... Or that paperwork for the attorney general will be filled out so fast it'll make your head spin.."
12/25/2005 05:30:00PM Agent (Surojit_01112739): "http://support.dell.com/support/topics/global.aspx/support/en/emailcustomercare?c=us&cs=19&l=en&s=dhs"
12/25/2005 05:30:44PM Robert Drew: "Thank you. This now makes 3 and half hours spent trying to get this working."
12/25/2005 05:30:48PM Robert Drew: "Bye"
12/25/2005 05:31:00PM Agent (Surojit_01112739): "Need not worry the issue will be surely be resolved there."
If you require further assistance, please visit us at www.support.dell.com 
~~~~~~~~~~~~~~~~~~~~
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 1036953. 
Time  Details 
12/26/2005 08:01:23PM Session Started with Agent (Surojit_01112739)
12/26/2005 08:01:23PM Robert Drew: "Still with Blue or Orange screen freeze up and unresponsive PC."
12/26/2005 08:01:49PM Robert Drew: "hi Surojit"
12/26/2005 08:03:58PM Agent (Surojit_01112739): "Thank you for contacting Dell Consumer Hardware Warranty Support Chat. My name is Surojit. Please allow me a moment to review your question. While I review your question, let me inform you that you might get an invitation to participate in a survey at the"
12/26/2005 08:04:01PM Agent (Surojit_01112739): "Please give me a couple of minutes to review the question and in the meantime can you please verify the system shipping address and the telephone number."
12/26/2005 08:05:17PM Robert Drew: "Shipping Address is XXXX. Phone XXXXXXXXX ..."
12/26/2005 08:05:39PM Agent (Surojit_01112739): "Thank you for the information."
12/26/2005 08:05:49PM Robert Drew: "Also you can refer to case 120394688"
12/26/2005 08:05:59PM Agent (Surojit_01112739): "Could you please elaborate on the issue Robert?"
12/26/2005 08:06:35PM Robert Drew: "Since first opening the PC, it freezes up almost immediately, sometimes will not even finish booting up."
12/26/2005 08:09:20PM Robert Drew: "I have run diagnostics on HD and all passed. I have tried system Restore 3 times and no change to performance."
12/26/2005 08:09:54PM Agent (Surojit_01112739): "Need not worry we will definitely resolve the issue today."
12/26/2005 08:10:58PM Robert Drew: "Let's hope so. I believe we chatted last night too."
12/26/2005 08:11:52PM Agent (Surojit_01112739): "I would have liked to help you however your chat has been connected to Dell Consumer Technical Hardware Chat Support for Portables\Desktop. To get specialized, professional help with your at-home installation needs kindly contact Dell On Call who are spec"
12/26/2005 08:11:53PM Agent (Surojit_01112739): "Since we do not have a Chat based helpdesk support, I would request you to call them at (866) 497-2661 and do vist our Dell On Call Site at:"
12/26/2005 08:11:54PM Agent (Surojit_01112739): "http://www1.us.dell.com/content/topics/segtopic.aspx/services/dell_on_call?c=us&cs=19&l=en&s=dhs"
12/26/2005 08:11:58PM Agent (Surojit_01112739): "Thank you for contacting Dell Hardware Chat Support for Portables. My name is Surojit. It was a pleasure to assist you. Have a great day."
12/26/2005 08:12:01PM Session Ended
If you require further assistance, please visit us at www.support.dell.com
~~~~~~~~~~~~~~~~
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 1041334. 
Time  Details 
12/27/2005 06:47:07AM Session Started with Agent (Sandeep Vm)
12/27/2005 06:47:07AM Robert Drew: "Return for repair/replacement of PC"
12/27/2005 06:47:15AM Agent (Sandeep Vm): "At the end of this interaction you may be offered the opportunity to provide me with feedback. In order to do so you will need to click the "Exit Chat" button rather than using the "X" at the top of the screen. You may rate this interaction on a scale o"
12/27/2005 06:47:15AM Agent (Sandeep Vm): "Thank you for contacting Dell Consumer Customer Care Chat. My name is Sandeep. Please give me couple of minutes to review the details."
12/27/2005 06:47:19AM Agent (Sandeep Vm): "Hello Robert!"
12/27/2005 06:47:24AM Robert Drew: "Hi Sandeep"
12/27/2005 06:47:32AM Agent (Sandeep Vm): "As I understand, you would like to send your system to repair. Is that correct?"
12/27/2005 06:47:50AM Robert Drew: "Shipping Address is XXXXXXX."
12/27/2005 06:47:59AM Agent (Sandeep Vm): "Thank you for the information."
12/27/2005 06:48:36AM Agent (Sandeep Vm): "I'm sorry. I didn't understand your request. Please rephrase it."
12/27/2005 06:48:39AM Robert Drew: "Yes. I have spent over 8 hours trying to repair this PC"
12/27/2005 06:49:18AM Robert Drew: "It arrived non-functioning and I want to return it for credit."
12/27/2005 06:49:48AM Agent (Sandeep Vm): "Robert, your system was delivered defective. Is that correct?"
12/27/2005 06:49:55AM Robert Drew: "Yes"
12/27/2005 06:51:25AM Agent (Sandeep Vm): "I'll take care of it right away."
12/27/2005 06:51:26AM Agent (Sandeep Vm): "May I have your order number please?"
12/27/2005 06:52:19AM Robert Drew: "ORobert Drewer 667491957."
12/27/2005 06:52:53AM Agent (Sandeep Vm): "Thank you."
12/27/2005 06:52:55AM Agent (Sandeep Vm): "Please verify your name, address, telephone number and e-mail for security reasons?"
12/27/2005 06:54:08AM Robert Drew: "Shipping Address is XXXXXXXXXXXXX
12/27/2005 06:54:15AM Agent (Sandeep Vm): "Thank you for the information."
12/27/2005 06:54:50AM Agent (Sandeep Vm): "Robert, I find that your order XXXX for I1200,CEL M 360 (1.40GHZ) has been found to be delivered on 11-11-05."
12/27/2005 06:55:00AM Agent (Sandeep Vm): "Sure, you can have your system replacement under warranty."
12/27/2005 06:55:16AM Agent (Sandeep Vm): "I suggest you to contact the technical team to have your oRobert Drewer replacement under warranty contract."
12/27/2005 06:55:40AM Robert Drew: "Yes. But BF was in the hospital with a life threatening illness... we just tried to set it up 2 weeks ago and it began freezing up right away."
12/27/2005 06:56:37AM Agent (Sandeep Vm): "I understand your concern with this issue."
12/27/2005 06:56:56AM Agent (Sandeep Vm): "Please don't worry you can contact the technician right away."
12/27/2005 06:57:13AM Agent (Sandeep Vm): "You may reach Consumer Hardware Warranty Support by calling 1-800-624-9896."
12/27/2005 06:57:13AM Agent (Sandeep Vm): "You may also chat with them. The link for Consumer HaRobert Drewware Warranty Support Chat is http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs"
12/27/2005 06:57:15AM Agent (Sandeep Vm): "The current timings of availability of Consumer Hardware Warranty Support Chat representatives is between 6:30 AM CST to 12:00 AM CST (7 Days a week)."
12/27/2005 06:57:19AM Robert Drew: "No, I'm not sure you do. Have you ever bought a car, had a problem with it and had to TELL the dealer what the issue was?"
12/27/2005 06:58:12AM Agent (Sandeep Vm): "Yes, I understand how you feel."
12/27/2005 06:58:13AM Robert Drew: "Of course not. The dealer took care of the problem. Why doesn't Dell?"
12/27/2005 06:58:33AM Agent (Sandeep Vm): "Yes, Dell will take care of it right away."
12/27/2005 06:59:01AM Agent (Sandeep Vm): "I'm requesting you to contact the Dell technical team to have your system replaced."
12/27/2005 07:00:24AM Robert Drew: "Right away?... this has been going on for DAYS now.... They won't replace without additional work, beyond the 8 hours I've already spent....."
12/27/2005 07:03:50AM Robert Drew: "Thanks for being NO help whatsoever."
12/27/2005 07:03:54AM Agent (Sandeep Vm): "Robert, the technical team in authorized to process replacement under warranty."
12/27/2005 07:03:57AM Agent (Sandeep Vm): "I understand your concern with this issue."
12/27/2005 07:04:38AM Agent (Sandeep Vm): "I'm really sorry. We in customer care aren't authorized to access the tool to place replacement under warranty."
12/27/2005 07:04:50AM Robert Drew: "But nly after I spend even more time helping them find what the problem is. Please disconnect the chat so I can fill out the survey."
12/27/2005 07:05:07AM Agent (Sandeep Vm): "Sorry to hear that."
12/27/2005 07:05:14AM Agent (Sandeep Vm): "Thank you for visiting Dell Consumer Customer Care online chat and allowing me the opportunity to assist you. Also, feel free to visit us again at www.support.dell.com ."
12/27/2005 07:05:15AM Agent (Sandeep Vm): "Please remember to close this chat session by selecting the "Exit Chat" button at the bottom right hand corner of your screen. This will allow you the opportunity to provide feedback on this interaction through our instant survey process."
12/27/2005 07:05:16AM Session Ended
If you require further assistance, please visit us at www.support.dell.com 
~~~~~~~~~~~~~~~~~~
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 1041247. 
Time  Details 
12/27/2005 06:18:53AM Session Started with Agent (Shridhar_0164622)
12/27/2005 06:18:53AM Robert Drew: "Blue Screen Freeze-ups and PC goes non-responsive."
12/27/2005 06:19:07AM Agent (Shridhar_0164622): "Thank you for contacting Dell Consumer Hardware Warranty Support Chat. My name is Shridhar."
12/27/2005 06:19:07AM Agent (Shridhar_0164622): "May I have the name , e-mail address and telephone number registered with us while I review your query?"
12/27/2005 06:19:10AM Agent (Shridhar_0164622): "While I review your question, let me inform you that you might get an invitation to participate in a survey at the end of this session. You would be asked to rate our interaction on a scale of 1 to 9 with 9 being the best.In order to participate in the su"
12/27/2005 06:19:12AM Robert Drew: "Hi Shridhar."
12/27/2005 06:19:41AM Robert Drew: "Shipping Address is XXXXXXXXXXXXXXPhone XXXXXXXXXX .."
12/27/2005 06:20:12AM Agent (Shridhar_0164622): "Thank you for the information."
12/27/2005 06:20:17AM Robert Drew: "I am Robert Drew, purchaser of the above system"
12/27/2005 06:20:20AM Agent (Shridhar_0164622): "How are you doing today Robert?"
12/27/2005 06:20:38AM Robert Drew: "Been better."
12/27/2005 06:21:39AM Agent (Shridhar_0164622): "As I understand, you are getting a blue screen error, correct?"
12/27/2005 06:21:57AM Robert Drew: "I need to either have someone out here to fix the pc next to me, or I need to return it. It has not worked since BF received it."
12/27/2005 06:22:10AM Robert Drew: "blue screen but no error messages."
12/27/2005 06:22:24AM Agent (Shridhar_0164622): "Ok"
12/27/2005 06:22:41AM Robert Drew: "I have spent well over 6 hours using Dell's PC restore and there is no change to the pc's performance."
12/27/2005 06:22:48AM Agent (Shridhar_0164622): "I can understand your concern Robert, let me help you fix the issue."
12/27/2005 06:23:27AM Robert Drew: "Can you authorize on-site service?...."
12/27/2005 06:24:41AM Agent (Shridhar_0164622): "Well, definitely if any parts need to be replaced we would be able to send a tech out to replace the parts."
12/27/2005 06:24:54AM Agent (Shridhar_0164622): "But, we may have to troubleshoot to diagnose the issue."
12/27/2005 06:25:11AM Robert Drew: "It's a software issue. And it was sent here like this, non-functioning."
12/27/2005 06:25:49AM Robert Drew: "The other texhs believe it is the operating system"
12/27/2005 06:26:48AM Robert Drew: "And Dell''s PC Restore did not fix the issue"
12/27/2005 06:27:07AM Agent (Shridhar_0164622): "Just to confirm, have we tested the haRobert Drew drive and the memory?"
12/27/2005 06:27:40AM Robert Drew: "Hard drive, yes, Dec 22, I believe. Not the memory though."
12/27/2005 06:27:45AM Agent (Shridhar_0164622): "OK"
12/27/2005 06:27:55AM Robert Drew: "Used the Dell/Symantec Diagnostics tool."
12/27/2005 06:28:44AM Agent (Shridhar_0164622): "It most likely to be a operating system issue. But, let us check both memory and the hard drive again to check if they are working fine."
12/27/2005 06:30:16AM Robert Drew: "Wy check the hard drive again? Isn't that a waste of time?"
12/27/2005 06:30:51AM Agent (Shridhar_0164622): "It just takes 3 minutes to test it and if you don't want to you can skip that."
12/27/2005 06:31:09AM Agent (Shridhar_0164622): "Please follow these steps to run a Diagnostic : 1. Turn the computer completely off. 2. Restart the computer and start tapping "F12" key at the first Dell logo screen. 3. You should see a one time boot menu listing a couple of options to boot the compu"
12/27/2005 06:32:55AM Robert Drew: "Can I have a phone number for a representative who can give me a Return Material Authorization. I have spent way too much time working with you people to get this operating with no success."
12/27/2005 06:34:24AM Agent (Shridhar_0164622): "I can understand your frustration but, since we are in technical support we cannot issue credit return. You may have to contact our customer care."
12/27/2005 06:34:35AM Agent (Shridhar_0164622): "We have a dedicated Chat Support for credit issues. Please go to: http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs And click on the highlighted text "Chat with ORobert Drewer Support" to chat with a Customer Care Reply or c"
12/27/2005 06:34:59AM Agent (Shridhar_0164622): "I have included your case # 120394688 to reference our interaction today. Please keep this on file; it will assist you when contacting Dell Inc in the future."
12/27/2005 06:35:49AM Agent (Shridhar_0164622): "But, if you could give me a chance we can try to resolve the issue."
12/27/2005 06:37:32AM Agent (Shridhar_0164622): "Robert, are you with me?"
12/27/2005 06:37:37AM Agent (Shridhar_0164622): "I have not received a response in over a minute. To ensure that I address all your questions or concerns, please respond within a couple of minutes to allow me to continue our chat."
12/27/2005 06:37:42AM Robert Drew: "I am getting really frustrated with this. You (Dell) sent me a pc that doesn't work, and now *I* have spent hours with you (tech support) and gotten no where..."
12/27/2005 06:39:16AM Robert Drew: "I want YOU to fix the issue.... either send someone out here to research and resolve the issue, or get me an authorization to return it.... or give me phone contact information for womeone who can."
12/27/2005 06:39:39AM Agent (Shridhar_0164622): "We regret for the inconvenience caused but, I am afraid we may not be able to send a tech onsite to troubleshoot and also authorize credit return as we are in tech support."
12/27/2005 06:40:07AM Robert Drew: "How about return for repair/replacement?"
12/27/2005 06:41:15AM Robert Drew: "Can you do that?"
12/27/2005 06:41:28AM Agent (Shridhar_0164622): "We may have to troubleshoot before sending any one for replacing any parts."
12/27/2005 06:42:39AM Robert Drew: "How about that contact information."
12/27/2005 06:43:00AM Robert Drew: "Someone who can authorize return or replacement."
12/27/2005 06:43:02AM Agent (Shridhar_0164622): "We have a dedicated Chat Support for credit issues. Please go to: http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs And click on the highlighted text "Chat with Order Support" to chat with a Customer Care Reply or c"
12/27/2005 06:44:01AM Robert Drew: "They are as unresponsive as this... Thanks."
If you require further assistance, please visit us at www.support.dell.com 
~~~~~~~~~~~~~~~~~~~
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your recoRobert Drews.
Your session ID for this incident is 1037308. 
Time  Details 
12/26/2005 08:32:17PM Session Started with Agent (Pawan_01100262)
12/26/2005 08:32:17PM Robert Drew: "Blue screen and Orange screen Freeze-ups without error messages"
12/26/2005 08:32:41PM Robert Drew: "Hi Pawan.... Shipping info is Shipping Address is XXXXXXXX ... . Phone XXXXXXXXX ...""
12/26/2005 08:33:49PM Agent (Pawan_01100262): "Thank you for contacting Dell Consumer HaRobert Drewware Warranty Chat Support for Portables. My name is Pawan. Please allow me a couple of minutes to pull out your account information."
12/26/2005 08:34:13PM Robert Drew: "Also, case # 120394688"
12/26/2005 08:40:01PM Agent (Pawan_01100262): "Thank you for provding the information and staying onliine,Robert."
12/26/2005 08:40:12PM Robert Drew: "You're welcome"
12/26/2005 08:40:46PM Agent (Pawan_01100262): "As I see your account informaqtion,you had contacted one of our representatives for the issue of Blue screen error message on the screen,Is that correct?"
12/26/2005 08:41:22PM Robert Drew: "no.. he isunderstood.. no error messages, just the blue screen of death"
12/26/2005 08:42:39PM Agent (Pawan_01100262): "I understand."
12/26/2005 08:43:08PM Agent (Pawan_01100262): "You also ran the diagnostics and tried to run system restore.Is that correct?"
12/26/2005 08:43:49PM Robert Drew: "Yes.. diagnostics all passed on haRobert Drew drive.. system restore still freezes up all the time..."
12/26/2005 08:44:07PM Robert Drew: "sometimes before booting completes, sometimes after."
12/26/2005 08:44:23PM Agent (Pawan_01100262): "I understand."
12/26/2005 08:44:50PM Agent (Pawan_01100262): "May I know the steps you undertook to perform system restore?"
12/26/2005 08:46:30PM Robert Drew: "From the chat I had on 12/22 with Smriti, with the link he sent me."
12/26/2005 08:46:48PM Robert Drew: "By the way, on different PC right now..."
12/26/2005 08:47:44PM Agent (Pawan_01100262): "Robert,I request you to perform Dell PC Restore to resolve the issue:"
12/26/2005 08:48:08PM Agent (Pawan_01100262): "http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1090151&l=en&langid=1&c=us&cs=19&s=dhs"
12/26/2005 08:48:39PM Robert Drew: "I have tried that 3 times. No change to the pc, still freezes. Now what?"
12/26/2005 08:51:39PM Agent (Pawan_01100262): "I understand."
12/26/2005 08:52:16PM Agent (Pawan_01100262): "May I know the exact error message or any other observation at blue screen of death?"
12/26/2005 08:52:57PM Robert Drew: "It is just a plain blue screen with no error messages. Sometimes blue, sometimes orange."
12/26/2005 08:56:05PM Agent (Pawan_01100262): "After reviewing your query and confirming a few points, I have come to the conclusion that the concern your are facing on your Portable computer is due to 3rd party software and I don't have the necessary tools and expertise to resolve such issues , ther"
12/26/2005 08:57:27PM Robert Drew: "So Dell sent me a pc with software that doesn't function. Correct?"
12/26/2005 08:59:07PM Agent (Pawan_01100262): "Robert,I apologize for the inconvenience cuased to you by the malfunctioning of your computer,however,I request you to get in touch with our specialised support and they will assit you in resolving the issue in no time."
12/26/2005 08:59:13PM Robert Drew: "And to me, someone who works with PC's and networks, it appears to be the operating suystem. Would you agree?"
12/26/2005 09:01:05PM Agent (Pawan_01100262): "Robert,you are correct."
12/26/2005 09:02:25PM Agent (Pawan_01100262): "Robert,the operating system is licensed by microsoft and is a 3rd party software so please be advised to get in touch with our specialized section at 866-507-3355 for expert guidance on the same"
12/26/2005 09:02:25PM Robert Drew: "The number you gave me is a fee for service phone number at Dell. What other options are there? This pc has not functioned properly from day 1."
12/26/2005 09:02:39PM Agent (Pawan_01100262): "I understand."
12/26/2005 09:03:19PM Robert Drew: "Can you send someone here to fix it? I have purchased an extra year on on-site support."
12/26/2005 09:08:50PM Agent (Pawan_01100262): "Robert,as per your account information,you have a valid hardware warranty for the components of your system,however,after running the diagnostics it is clear that the haRobert Drewware components on your system are working fine and is a 3rd party software issue,so p"
12/26/2005 09:10:34PM Robert Drew: "So I need to pay more to get a non-functional NEW purchase to function properly. Do you hear how rediculous that sounds? How can I get in touch with a supervisor?"
12/26/2005 09:12:13PM Agent (Pawan_01100262): "Robert,what I can do for you right now is to provide you with the best support,as your chat has been connected to Dell Hardware Warranty Chat Support for Portables and I dont have access to tools to resolve 3rd party software issues.Will that be fine with y"
12/26/2005 09:13:12PM Robert Drew: "That I have to pay for?... NO!.... how can i contact a supervisor?"
12/26/2005 09:15:00PM Agent (Pawan_01100262): "Robert,the best support I will provide you will not cost you."
12/26/2005 09:15:34PM Robert Drew: "but the number you just gave me is a pay for service number."
12/26/2005 09:17:12PM Robert Drew: "And it starts at $69"
12/26/2005 09:17:51PM Robert Drew: "How about I send this back for repair/replacement?"
12/26/2005 09:17:58PM Agent (Pawan_01100262): "Robert,I will provide you with the best support yo resolve the issue,however,if the issue still persists,then please be advised to get in touch with our specilaised support at at 866-507-3355 for expert guidance on the same."
12/26/2005 09:18:44PM Robert Drew: "OK.. what support are you going to provide me for free?"
12/26/2005 09:19:02PM Agent (Pawan_01100262): "You are correct."
12/26/2005 09:19:32PM Robert Drew: "What support?.. What do you want me to do?"
12/26/2005 09:23:49PM Agent (Pawan_01100262): "In order to resolve the issue,I request you to visit the below mentioned link:http://support.dell.com/support/topics/global.aspx/support/kb/en/document?dn=1056993&l=en&langid=1&c=us&cs=19&s=dhs"
12/26/2005 09:24:53PM Robert Drew: "If that is the Dell PC Restore link, I have done that 3 times. And it has not helped. How will it help to try a 4th time?"
12/26/2005 09:26:14PM Agent (Pawan_01100262): "Robert,it is not the same link.It is a different link to resolve the issue."
12/26/2005 09:27:55PM Robert Drew: "I'll try that. Is there a phone number for support that is not fee based? Thsi system came like this. It was a birthdday and Christmas present for my mother-in-law. This really makes me look bad......"
12/26/2005 09:30:16PM Agent (Pawan_01100262): "Robert,you can contact Dell Portable voice support at :800-624-9896,however,you are advised to contact our speicliased support at :at 866-507-3355 for expert guidance on the same"
12/26/2005 09:31:49PM Robert Drew: "OK, pawan. Thank you. I have spent 5 hours trying to get this operating so far. I am getting really frustrated."
12/26/2005 09:32:38PM Agent (Pawan_01100262): "Thank you for contacting Dell Consumer Hardware Warranty Chat Support for Portables. Have a Great Day."
12/26/2005 09:32:55PM Robert Drew: "Thanks you."
12/26/2005 09:33:11PM Session Ended
If you require further assistance, please visit us at www.support.dell.com 
~~~~~~~~~~~~~~~~~~~~~
This is an automated email sent from the Dell Chat. The following information is a log of your session. Please save the log for your recoRobert Drews.
Your session ID for this incident is 1042745. 
Time  Details 
12/27/2005 09:09:52AM Session Started with Agent (Gouri_0164565)
12/27/2005 09:09:52AM Robert Drew: "Bule or Orange Screen and PC is unresponsive"
12/27/2005 09:09:59AM Agent (Gouri_0164565): "Thank you for contacting Dell Consumer Hardware Warranty Support Chat. My name is Gouri.Please allow me a moment to review your question. While I review your question, let me inform you that you might get an invitation to participate in a survey at the"
12/27/2005 09:10:14AM Robert Drew: "Hi Gouri"
12/27/2005 09:10:29AM Robert Drew: "BF.... address XXXX Phone XXXXXXXX"
12/27/2005 09:10:31AM Agent (Gouri_0164565): "Hello Robert, how are you doing today?"
12/27/2005 09:10:40AM Robert Drew: "Case# 120394688"
12/27/2005 09:10:51AM Robert Drew: "Been better"
12/27/2005 09:11:43AM Agent (Gouri_0164565): "I will try and help you fix the issue with the system to the best of my capacities."
12/27/2005 09:11:57AM Agent (Gouri_0164565): "And Thank you for the verification information."
12/27/2005 09:12:26AM Robert Drew: "Obviously, I am on another pc right now. The PC in question is right here though."
12/27/2005 09:13:29AM Agent (Gouri_0164565): "Robert, i checked the case history for the issue that you have been facing wrt the blue screen error messages."
12/27/2005 09:14:06AM Robert Drew: "see all 6 or 7 chats? This is VERY frustrating."
12/27/2005 09:14:46AM Agent (Gouri_0164565): "I am extremely sorry for the inconvenience."
12/27/2005 09:15:04AM Robert Drew: "thank you. now let"
12/27/2005 09:15:17AM Robert Drew: "t it fixed or returned please."
12/27/2005 09:19:28AM Agent (Gouri_0164565): "Robert, iam briefing about the issue to my supervisor"
12/27/2005 09:19:40AM Agent (Gouri_0164565): "Please bear with me so that we can get your issue fixed."
12/27/2005 09:19:45AM Robert Drew: "Thank you"
12/27/2005 09:20:47AM Agent (Gouri_0164565): "You are most welcome"
12/27/2005 09:26:58AM Robert Drew: "Still there Gouri? 5 Minutes since last post here."
12/27/2005 09:27:11AM Agent (Gouri_0164565): "Robert, i am here."
12/27/2005 09:27:25AM Robert Drew: "ok"
12/27/2005 09:32:30AM Agent (Gouri_0164565): "Thank you so much for waiting."
12/27/2005 09:32:49AM Agent (Gouri_0164565): "Robert, i consulted my supervisor regard this issue"
12/27/2005 09:32:51AM Robert Drew: "You're welcome."
12/27/2005 09:33:22AM Agent (Gouri_0164565): "And also i find that you have been suggested to try the hard drive and the memory related diagnostics."
12/27/2005 09:33:57AM Agent (Gouri_0164565): "In case you have tried it and received an error code please do let me know."
12/27/2005 09:34:19AM Agent (Gouri_0164565): "I will set up the replacement for the part which causes that particular error code."
12/27/2005 09:34:20AM Robert Drew: "I went to the diagnostics screen (F12 during boot I think??) and ran ALL diagnostics there... no errors"
12/27/2005 09:34:28AM Agent (Gouri_0164565): "Yes the f12"
12/27/2005 09:35:06AM Robert Drew: "and No Errors.. it is a software issue, direct from the factory."
12/27/2005 09:35:53AM Agent (Gouri_0164565): "Robert, the problem can also be related to the memory."
12/27/2005 09:37:14AM Robert Drew: "The diagnostics of the memory showed no errors... do you have another test?"
12/27/2005 09:37:17AM Agent (Gouri_0164565): "Hence replacing an unknown part will not fix the issue in one attempt."
12/27/2005 09:38:30AM Agent (Gouri_0164565): "Robert, please let me know if the blue screen error changes at every restart or is the same?"
12/27/2005 09:38:50AM Agent (Gouri_0164565): "Does the system boot up fine in safe mode?"
12/27/2005 09:39:48AM Robert Drew: "Haven't tried safe mode. The freeze-up happens sometimes as soon as moving the cursor with the touch pad.. or with a mouse.. sometimes just sitting idle.. No pattern that I have seen."
12/27/2005 09:41:06AM Robert Drew: "Have not tried booting in safe mode... freeze-up happens at different times.."
12/27/2005 09:41:28AM Agent (Gouri_0164565): "I received the message"
12/27/2005 09:41:31AM Robert Drew: "sometimes when moving the cursor with mouse or touchpad... sometimes when just sitting idle."
12/27/2005 09:41:44AM Agent (Gouri_0164565): "If you haven't tried in safe mode i suggest that you can try it now"
12/27/2005 09:42:04AM Agent (Gouri_0164565): "It is just to check if there is any particular driver which is causing this freezing up"
12/27/2005 09:42:06AM Robert Drew: "How to get to safe mode?"
12/27/2005 09:42:16AM Agent (Gouri_0164565): "And also i would want the error code of the blue screen"
12/27/2005 09:42:30AM Agent (Gouri_0164565): "1. Restart the computer. 2. Press the <F8> key on the keyboaRobert Drew when the system accesses the haRobert Drew drive after the BIOS has finished loading but before the Windows XP splash screen appears. The Windows Advanced Options Menu appears. If th"
12/27/2005 09:42:57AM Robert Drew: "there is no error code on the blue screen. Just a blue screen and no data on it at all."
12/27/2005 09:43:45AM Robert Drew: "Trying the safe mode now..."
12/27/2005 09:43:45AM Agent (Gouri_0164565): "Now that means the screen goes blank (with blue color)."
12/27/2005 09:43:49AM Agent (Gouri_0164565): "Sure"
12/27/2005 09:46:28AM Robert Drew: "4 attempts and still haven't gotten ALT F8 to work yet...."
12/27/2005 09:46:37AM Agent (Gouri_0164565): "Let me know if exactly the same thing happens in safe mode."
12/27/2005 09:46:51AM Agent (Gouri_0164565): "Try only the f8"
12/27/2005 09:47:24AM Agent (Gouri_0164565): "I am afraid the arrow keys went as the &lt and &gt"
12/27/2005 09:47:27AM Robert Drew: "OK.. trying that next time..."
12/27/2005 09:47:43AM Agent (Gouri_0164565): "Please ignore those extra characters"
12/27/2005 09:48:21AM Robert Drew: "OK.. I thought %lt was "ALT"... thanks for the clarification"
12/27/2005 09:49:00AM Robert Drew: "OK.... starting to boot in safe mode."
12/27/2005 09:49:45AM Robert Drew: "signing in as administrator"
12/27/2005 09:49:53AM Agent (Gouri_0164565): "I am sorry again that the arrow keys didn't turn up on the screen instead got converted into characters"
12/27/2005 09:50:37AM Robert Drew: "got to love ASCII..."
12/27/2005 09:51:22AM Agent (Gouri_0164565): "I guess so."
12/27/2005 09:51:24AM Robert Drew: "there's the confirmation of safe mode... and desktop is loaded."
12/27/2005 09:51:29AM Agent (Gouri_0164565): "Ok good"
12/27/2005 09:51:46AM Agent (Gouri_0164565): "Now try checking rather regenerating the error"
12/27/2005 09:53:33AM Agent (Gouri_0164565): "In case it reoccurs let me know"
12/27/2005 09:53:45AM Robert Drew: "I don't know of a way to regenerate the error. It happens at different times under different circumstances."
12/27/2005 09:54:26AM Agent (Gouri_0164565): "Robert, to check if there are any driver conflicts lets go to the device manager."
12/27/2005 09:54:34AM Robert Drew: "OK"
12/27/2005 09:54:35AM Agent (Gouri_0164565): "1)Click On Start. 2)Right Click on MyComputer. 3)Choose Properties. 4)Click On Hardware tab 5) Click on Device Manager"
12/27/2005 09:55:06AM Robert Drew: "I'm there."
12/27/2005 09:55:20AM Robert Drew: "went through control panel..."
12/27/2005 09:55:44AM Robert Drew: "but am at Device Manager window."
12/27/2005 09:55:53AM Agent (Gouri_0164565): "good"
12/27/2005 09:58:42AM Agent (Gouri_0164565): "Please check if there are any yellow ! or ? next to any devices"
12/27/2005 09:59:04AM Robert Drew: "None at all..."
12/27/2005 09:59:20AM Agent (Gouri_0164565): "Ok"
12/27/2005 10:00:30AM Agent (Gouri_0164565): "In that case i can help you with the updated touch pad drivers"
12/27/2005 10:00:51AM Robert Drew: "OK"
12/27/2005 10:00:57AM Agent (Gouri_0164565): "This is because the problem has occurred (some of the times) when the touch pad/mouse is used"
12/27/2005 10:02:07AM Robert Drew: "This is now 11 hours I have spent attempting to fix this thing."
12/27/2005 10:03:35AM Agent (Gouri_0164565): "I understand that this has taken a very long time"
12/27/2005 10:04:03AM Agent (Gouri_0164565): "And since i have taken the ownership of your issue i will make sure that i am with you till the issue gets fixed."
12/27/2005 10:07:09AM Robert Drew: "Just remember, it hasn't worked long enough to even setup an internet connection."
12/27/2005 10:07:48AM Agent (Gouri_0164565): "Robert, there is another place where the issue can be checked"
12/27/2005 10:07:59AM Robert Drew: "OK"
12/27/2005 10:08:09AM Agent (Gouri_0164565): "This is the system bios (we just checked it in the windows safe mode)"
12/27/2005 10:08:13AM Agent (Gouri_0164565): "I will tell you why"
12/27/2005 10:08:37AM Robert Drew: "OK"
12/27/2005 10:09:15AM Agent (Gouri_0164565): "The BIOS is a non OS environment and if the problem is related to the hardware the screen should go blue even in BIOS"
12/27/2005 10:09:39AM Agent (Gouri_0164565): "Also let me know if you tried these steps"
12/27/2005 10:09:52AM Agent (Gouri_0164565): "1. Shut the computer completely off."
12/27/2005 10:09:58AM Agent (Gouri_0164565): "2. Disconnect all the cables including the AC(Power) Adapter."
12/27/2005 10:10:03AM Agent (Gouri_0164565): "3. Please remove the Battery."
12/27/2005 10:10:09AM Agent (Gouri_0164565): "4. Hold the Power button down for one minute while all the cables and battery is out."
12/27/2005 10:10:18AM Agent (Gouri_0164565): "(This process would drain the static charge/flea power off this computer, if any. This gets the system back running properly most of the times)"
12/27/2005 10:10:45AM Robert Drew: "OK.. I'll try that now....."
12/27/2005 10:10:54AM Agent (Gouri_0164565): "Sure"
12/27/2005 10:13:00AM Robert Drew: "I need a screwdriver to do this, right?.. which set of screws is for the battery?"
12/27/2005 10:13:34AM Agent (Gouri_0164565): "I will help you with the link"
12/27/2005 10:13:52AM Robert Drew: "OK"
12/27/2005 10:14:40AM Agent (Gouri_0164565) sends page: "http://support.dell.com/support/edocs/systems/ins2200/en/SM/begin.htm#1084976"
12/27/2005 10:18:08AM Agent (Gouri_0164565): "Let me know if you found the instructions for the battery reseating"
12/27/2005 10:19:13AM Robert Drew: "Battery out..."
12/27/2005 10:19:28AM Robert Drew: "Holging power button down..."
12/27/2005 10:19:59AM Agent (Gouri_0164565): "Sure."
12/27/2005 10:20:20AM Robert Drew: "OIK.. now reinstall battery?"
12/27/2005 10:21:53AM Agent (Gouri_0164565): "Yes please"
12/27/2005 10:22:41AM Robert Drew: "Done"
12/27/2005 10:23:23AM Robert Drew: "Reattach power cord and reboot?"
12/27/2005 10:23:55AM Agent (Gouri_0164565): "Sure go ahead"
12/27/2005 10:24:23AM Robert Drew: "Booting"
12/27/2005 10:25:00AM Agent (Gouri_0164565): "Ok"
12/27/2005 10:25:18AM Agent (Gouri_0164565): "I appreciate your time and efforts in helping me with trying all the steps"
12/27/2005 10:25:32AM Agent (Gouri_0164565): "It helps a lot when we check with all the possibilities."
12/27/2005 10:26:01AM Robert Drew: "It wouold be nice to know why it came this way and not tested well before shipping."
12/27/2005 10:26:34AM Robert Drew: "Boot completed."
12/27/2005 10:28:09AM Agent (Gouri_0164565): "Robert, the systems will be checked and tested before shipping and incase during shipping if there is some component is loosely connected then it can result in the blue screen"
12/27/2005 10:30:17AM Agent (Gouri_0164565): "Robert, check with the touchpad now"
12/27/2005 10:31:14AM Robert Drew: "I have been... and it seems to be better, maybe even fixed.... ??"
12/27/2005 10:31:35AM Robert Drew: "Nope.. just went to blue screen again....."
12/27/2005 10:32:19AM Agent (Gouri_0164565): "Then lets get back to the safe mode"
12/27/2005 10:32:30AM Agent (Gouri_0164565): "Then check if the touchpad does the same there."
12/27/2005 10:32:55AM Robert Drew: "that's F8 at bios, correct?"
12/27/2005 10:33:51AM Agent (Gouri_0164565): "Yes the F8 at the dell logo"
12/27/2005 10:35:01AM Robert Drew: "It didn't appear to have the issue in safe mode. It's booting in safe now..."
12/27/2005 10:35:35AM Robert Drew: "Administrator or Owner at login screen?"
12/27/2005 10:35:53AM Agent (Gouri_0164565): "Choose the Administrator"
12/27/2005 10:36:02AM Robert Drew: "thanks"
12/27/2005 10:36:33AM Robert Drew: "Safe Desktop is now displayed...."
12/27/2005 10:36:38AM Agent (Gouri_0164565): "Ok good"
12/27/2005 10:36:53AM Agent (Gouri_0164565): "Now try the touchpad"
12/27/2005 10:37:37AM Robert Drew: "it's been working fine in safe mode... went to control panel etc before, too.."
12/27/2005 10:38:32AM Agent (Gouri_0164565): "Seems to be more related to the driver"
12/27/2005 10:38:54AM Agent (Gouri_0164565): "As the issue doesn't come up even once in the safe mode(where the generic drivers are loaded)."
12/27/2005 10:39:21AM Robert Drew: "Is your supervisor available? You have been more help than anyone else at support.."
12/27/2005 10:43:54AM Agent (Gouri_0164565): "Yes Robert."
12/27/2005 10:44:27AM Robert Drew: "My I chat with him/her for a moment?"
12/27/2005 10:44:47AM Agent (Gouri_0164565): "Sure Robert, i have updated the info"
12/27/2005 10:44:56AM Agent (Gouri_0164565): "My supervisor will be joining the session."
12/27/2005 10:45:09AM Robert Drew: "thank you Gouri"
12/27/2005 10:50:23AM Agent (Sup_Sudhir_054699): "Hi Robert!! My name is Sudhir, I'm Gouri's manager."
12/27/2005 10:50:23AM Agent (Gouri_0164565): "Thanks for your time Robert"
12/27/2005 10:51:01AM Robert Drew: "Hi Sudhir.. First I'd like to say Gouri has been very patient in trying to figure this problem out."
12/27/2005 10:51:30AM Robert Drew: "I have gottem more help from Gouri than anyone else in support."
12/27/2005 10:52:16AM Robert Drew: "And thank you for chatting with me."
12/27/2005 10:52:17AM Agent (Sup_Sudhir_054699): "That is great to hear Robert, that should be very encouraging for Gouri."
12/27/2005 10:52:30AM Agent (Sup_Sudhir_054699): "You are most welcome Robert."
12/27/2005 10:53:32AM Robert Drew: "What ar3 my options with this PC?... How can I send it back for repair or replacement?.. I have already spent 12 hours working to get it running and it's no better."
12/27/2005 10:55:06AM Agent (Sup_Sudhir_054699): "Robert, since the issue does not occur in the safe mode, I would tell the issue with the software in general and drivers in particular."
12/27/2005 10:55:30AM Agent (Sup_Sudhir_054699): "Robert, out of my experience I would also suggest you to flash the BIOS, that should help you too."
12/27/2005 10:55:43AM Robert Drew: "And it was shipped to me this way...."
12/27/2005 10:56:39AM Robert Drew: "Ir was a gift for my 75 year old mother-in-law. She was in the hospital with a life threatening illness when it was delivered."
12/27/2005 10:57:17AM Robert Drew: "I can send you documentation of the hospital stay."
12/27/2005 10:57:53AM Robert Drew: "It has never worked .. we first tried to set it up less than 2 weeks ago... and it froze immediately.."
12/27/2005 10:58:14AM Agent (Sup_Sudhir_054699): "Robert, please try the steps recommended by Gouri and this should resolve the issue. If you still experience and issues after this please email me the issue."
12/27/2005 10:59:24AM Robert Drew: "How would I flash the bios?.. It hasn't worked long enough to even set up an internet connection on it."
12/27/2005 10:59:46AM Robert Drew: "And I have tried all the steps Gouri recommended, with no better results."
12/27/2005 11:00:32AM Agent (Sup_Sudhir_054699): "I would give you the link that could give you the complete description of flashing the BIOS."
12/27/2005 11:02:16AM Robert Drew: "Send me the link please. If it requires an internet connection to perform it, I won't be able to do that on the Insp 1200."
12/27/2005 11:03:14AM Agent (Sup_Sudhir_054699): "Please try this link:"
12/27/2005 11:03:19AM Agent (Sup_Sudhir_054699) sends page: "http://support.dell.com/support/downloads/download.aspx?c=us&cs=19&l=en&s=dhs&releaseid=R109481&SystemID=Inspiron%201200&os=WW1&osl=en&deviceid=8275&devlib=0&typecnt=1&vercnt=6&formatcnt=4&fileid=142569"
12/27/2005 11:04:23AM Robert Drew: "And it requires downloading it. From Dell..... and there's no internet connection on that machine. It doesn't stay operating long enough to set one up."
12/27/2005 11:05:35AM Agent (Sup_Sudhir_054699): "Please download this on to a different system and transfer it to a Pen drive or burn it on to a CD."
12/27/2005 11:07:45AM Robert Drew: "I want to send it back for repair or replacement. What will it take to do that?"
12/27/2005 11:09:30AM Agent (Sup_Sudhir_054699): "Robert, let me try to explain.."
12/27/2005 11:11:03AM Robert Drew: "Explain how I am expected to spend hours and hours fixing pc that was shipped out in defective condition?"
12/27/2005 11:12:04AM Agent (Sup_Sudhir_054699): "I'm sorry for the inconvenience caused Robert."
12/27/2005 11:12:42AM Agent (Sup_Sudhir_054699): "But so far we have not encountered a haRobert Drewware issue yet, so there is no hardware that we can send as a replacement."
12/27/2005 11:13:36AM Agent (Sup_Sudhir_054699): "So please try the following steps and email me the result, I would be glad to help you any further after that."
12/27/2005 11:13:51AM Agent (Sup_Sudhir_054699): "1. Flash the BIOS."
12/27/2005 11:14:17AM Robert Drew: "I'm sure you are. But I am at the end of my rope. It's a software/firmware issue, direct from the factory."
12/27/2005 11:14:18AM Agent (Sup_Sudhir_054699): "2. You may also try reseating the memory."
12/27/2005 11:16:35AM Agent (Sup_Sudhir_054699): "Robert. could you please try these steps for me, I firmly believe this could resolve the issue."
12/27/2005 11:16:55AM Robert Drew: "And risk voiding the warranty if something goes wrong?"
12/27/2005 11:18:20AM Agent (Sup_Sudhir_054699): "Anything that happens during the course of troubleshooting is covered under warranty. We help many of customers with similar steps and it has worked always."
12/27/2005 11:20:03AM Agent (Sup_Sudhir_054699): "You would be getting a copy of this transcript through email and you could always use this as reference in your future interactions with Dell."
12/27/2005 11:20:41AM Robert Drew: "Believe mo, I know. I have 6 or so on this issue already."
12/27/2005 11:21:39AM Robert Drew: "Nice job. The pc froze as I navigated to the palm drive to flash the BIOS"
12/27/2005 11:21:46AM Agent (Sup_Sudhir_054699): "Try a couple of more of these simple steps Robert, I'm sure this could resolve the issue."
12/27/2005 11:22:03AM Robert Drew: "Rebooting"
12/27/2005 11:22:27AM Agent (Sup_Sudhir_054699): "Ok. Are you already trying out these steps?"
12/27/2005 11:23:28AM Robert Drew: "Trying to flash the BIOS.. froze when I tried to navigate Windows Explorer there...."
12/27/2005 11:23:47AM Agent (Gouri_0164565): "Ok"
12/27/2005 11:24:00AM Robert Drew: "Froze before I could even begin the navigation.... rebooting."
12/27/2005 11:24:44AM Agent (Sup_Sudhir_054699): "Are you trying this on the same system, Robert?"
12/27/2005 11:25:57AM Robert Drew: "I don't understand the question.. I downloaded to palm drive. Connected palm drive to the problem PC..."
12/27/2005 11:26:17AM Robert Drew: "Downloaded the BIOS you sent the link for."
12/27/2005 11:27:00AM Robert Drew: "Just froze again before I could open Windows Explorer to navigate to the palm drive."
12/27/2005 11:27:53AM Agent (Sup_Sudhir_054699): "Ok."
12/27/2005 11:28:19AM Robert Drew: "Do you see my problem? I'm a computer guy. This NEEDS to go back to be fixed properly."
12/27/2005 11:29:28AM Agent (Sup_Sudhir_054699): "Are you OK with trying to reseat the memory, Robert?"
12/27/2005 11:30:35AM Robert Drew: "I have a half hour left before I need to leave for an appointment. Let's go..."
12/27/2005 11:33:11AM Agent (Sup_Sudhir_054699): "Fine Robert. But let me also tell you that since we have not completely troubleshot for the issue here, we might not have a complete resolution even after the service is complete. If you are OK with this I'll go ahead with setting up the service."
12/27/2005 11:34:21AM Robert Drew: "I don't understand what you are trying to say."
12/27/2005 11:37:33AM Agent (Sup_Sudhir_054699): "Robert since we do not have a complete knowledge about the issue here, whether it is hardware or software related, we would be setting up the service just based on suspicion, this might towards the end not resolve the issue.."
12/27/2005 11:39:32AM Robert Drew: "I understand. So send someone to research and identify the issue and resolve it please. Is that so difficult?"
12/27/2005 11:40:09AM Robert Drew: "I have no screwdriver small enough to remove the screws for the memory."
12/27/2005 11:41:00AM Agent (Sup_Sudhir_054699): "Robert, the onsite tech will only replace the parts sent by us. However, I would be sending the parts that I think could be failing.."
12/27/2005 11:41:43AM Robert Drew: "Or let me send it back so Dell can research and resolve, not the third party...."
12/27/2005 11:41:44AM Agent (Sup_Sudhir_054699): "Can you please verify you shipping address, Robert?"
12/27/2005 11:41:55AM Agent (Sup_Sudhir_054699): "*your"
12/27/2005 11:42:53AM Robert Drew: "MY shipping address is Robert Drew addressXXXXXXXXXX.... That is where the PC is now.... Though was shipped tp another address."
12/27/2005 11:44:06AM Agent (Sup_Sudhir_054699): "Is this the address the technician needs to come?"
12/27/2005 11:44:18AM Robert Drew: "Yes...."
12/27/2005 11:44:36AM Agent (Sup_Sudhir_054699): "Thank you. May I have your telephone no also?"
12/27/2005 11:44:59AM Robert Drew: "XXXXXXXX is home phone...."
12/27/2005 11:45:14AM Robert Drew: "Address is my home address also..."
12/27/2005 11:45:42AM Agent (Sup_Sudhir_054699): "Thank You Robert. Please give me a couple of minutes while we create the service for you."
12/27/2005 11:46:02AM Robert Drew: "Thank you Sudhir"
12/27/2005 11:46:30AM Agent (Sup_Sudhir_054699): "You are welcome Robert."
12/27/2005 11:50:10AM Agent (Sup_Sudhir_054699): "Robert, your dispatch number is: 066605656 and the case no is: 120394688."
12/27/2005 11:51:09AM Robert Drew: "Thank you Sudhir."
12/27/2005 11:51:44AM Robert Drew: "I need to leave."
12/27/2005 11:52:27AM Agent (Sup_Sudhir_054699): "You are welcome Robert, thank you for contacting Dell, have a wonderful day."
If you require further assistance, please visit us at www.support.dell.com 

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