Still havening broken laptop

[omg-teh-funnay.livejournal.com]

x-posted to omg_teh_funnay



So, it's been a week and a half or so since my corporate lappy died...

DHL refuses to come pick it up while I'm at work. They want me to agree to be here from 4-8 every day until the driver calls me from the front desk. Know what? I leave at 4. Sorry. Know what else? I haven't gotten a call yet. Desk phone forwards to cell... he's not called.

SO, I get a brilliant idea - I MANAGE a laptop depot, why not order the part through Procurement, and then have my techs install it? Brilliant! They agree, it's a go.

Untill I try to find the part #

I can't find it on the Dell site. It's just not there. So I tried Dell's Support Chat, figured I can get what I need. Did I? You decide!

2:10:55 PMSystem Welcome omg_teh_funnay...
2:10:55 PMSystem Connecting to server. Please wait...
2:10:55 PMSystem Thank you for using Dell Chat, a representative will be with you soon.
2:10:55 PMSystem Initial Question/Comment: I need to find a parts guide - I need a new system board
2:19:34 PMSystem You are now being connected to an agent. Thank you for using Dell Chat
2:19:34 PMSystem Connected with RTS Ineta Randle
2:19:41 PMRTS Ineta Randle Thank you for contacting Dell Hardware Warranty Chat Support. Please give me 1-2 minutes to review your question and to retrieve your service tag information.
2:20:15 PMRTS Ineta Randle No problem.
2:20:30 PMRTS Ineta Randle Would you please verify the person or company name that owns the system and the current street address of the system?
2:21:31 PMYou Uhm, system is owned by Big Outsourcing Company, currently the system is @ Seattle, WA
2:21:40 PMRTS Ineta Randle Thank you. May I also have your phone number and e-mail address?
2:22:23 PMYou xxx-xxx-xxxx, o.teh_funnay@my.employer
2:23:11 PMRTS Ineta Randle OMG, is this a new or existing issue?
2:23:31 PMYou This is new
2:23:52 PMYou I've verified that the system board on the laptop is bad, and I need to order a replacement, but I can't seem to find a parts list or guide
2:24:27 PMRTS Ineta Randle Thank you for verifying that information for me. I will be happy to help you today. Can you provide any other information regarding what is happening with your system today?
2:26:38 PMYou I can't boot with any hard drive. That's a clear sign that the drive controller has failed - especially since they're all known good drives and can boot in an identical C600 system. All I need is the system board part # OR a parts guid, and I can order a replacement through my corporate procurement
2:28:33 PMRTS Ineta Randle I apologize for the inconvenience you are experiencing with your system and I am going to do all that I can to resolve it for you today.
2:29:35 PMRTS Ineta Randle Can I have the zip code?
2:31:25 PMYou 00000
2:31:33 PMRTS Ineta Randle thanks.
2:31:50 PMYou I don't think it can be resolved today, we have Dell-certified techs onsite and we've determined I need a new system board.
2:35:06 PMRTS Ineta Randle The number to sales is 1-800-915-3355 extension 7266200. Your case number is thx1138-ou812 .
2:36:02 PMRTS Ineta Randle For future reference, a copy of this chat will be sent to the email you provided as you entered the chat.
2:36:34 PMRTS Ineta Randle If you need further assistance with this case, you may contact us via [Chat]: www.dell.com/chatsupport or [Email]: us_acs_team_1@dell.com (include your Case# and Service Tag) [Subject]: Team 317 Email Dell Inc. Case# thx1138-ou812
2:36:44 PMRTS Ineta Randle Is there anything else I can help you with today?

I just got out-manouvered by an Indian agent! That never happens. Grr! Not using chat again, that's for sure. Too easy to blow me off completely.

And now, I have to follow other channels. This is just... silly. Totally silly.

Comments

[sacredlyprofane.livejournal.com]

Get one of your DCSE techs to call. They don't have to troubleshoot if they can provide their number.

[fearrett.livejournal.com]

*Continues stalking you*

[sacredlyprofane.livejournal.com]

Bah, I left Dell, and you still follow me?

[kizayaen.livejournal.com]

+millions, and you win teh intarwebs too.

I just pasted that quote to everyone I know. It's been a pissy day and that made me laugh.

[kizayaen.livejournal.com]

Also made me laugh:

A friend's response - "Sorry it took so long. our iceberg hit a ship. :("

[teriwyn.livejournal.com]

Can I please ask you a totally unrelated question about shipping Dell laptops back to Dell's repair depot via DHL? This is a result of a personal issue I'm dealing with on behalf of a friend's Dell laptop ordered via Small business.

Aren't they supposed to send you a return shipping waybill? The laptop was received with an imperfection in base -- it does not sit flat at all on any flat surface. No extended warranty was ordered, so she just has Return to Depot service. (The one where they send you a box to pack it up in and you tell DHL to come get it.)

The instructions received with the box say to attached the "included preprinted waybill", but there isn't one included. My first contact to Dell to try to address this resulted in them sending another box(!!) that also didn't contain a waybill. Second contact, they say that I don't need one.

What, so DHL will just magically know where to take this unlabeled box? I know Dell does a lot of business with them, but that just seems like a little much to ask. If you've dealt with return-shipping items to them, do you know if this is true? Or did they send you a shipping waybill?

Thanks, and sorry for the unrelated question.

[omg-teh-funnay.livejournal.com]

I don't have good answers to your question, unfortunately.

I know that my DHL box is going to need a return airbill # (they gave it to me over the phone), and I can just write it on the box. Perhaps Dell can give you that.


As I'm a corporate customer, I'm actually doing all the shipping and stuff with my own IT department - Dell really isn't involved, until I aske dthem for a part #. Which they apparently can't give me...

[sacredlyprofane.livejournal.com]

No, they provide it. Ring them and they'll send you one.

[teriwyn.livejournal.com]

You forget, this is Dell that I'm dealing with here.

I've tried the phone and email routes both without success. Email resulted in one ignored message where they just resent the packing instructions, then a second box (also with no waybill). Phone call resulted in two "May I place you on hold?" disconnects and the third person said to just have DHL pick it up as it was. With no waybill at all? "Yes." But how will they know where to send it? "Just call DHL to have them pick it up." Nargh!

I will try to work up my patience to give them another call.

[sacredlyprofane.livejournal.com]

ACTUALLY!
It's just going to return to depot?
Then I hate to say it, but they're right. Get them to give you their number for DHL, and the DPS (dispatch) number. Or if you call during business hours have them transfer you.
DHL will come out and pick it up, at no cost to you.

[teriwyn.livejournal.com]

Thanks a bunch.
Third party verification makes me feel a little more comfortable, but since this isn't mine, I'm considerably wary of just handing off some unlabeled box to DHL. Is DHL at least going to slap a tracking sticker on it before leaving and give me a copy?

[sacredlyprofane.livejournal.com]

Yep. They should have you sign it out too.

[azurelunatic]

The label should have been inside the box somewhere. The label is white. There is a brown sticker that is supposed to be tape, to keep the box closed. It was under the padding in my box.

(I just sent my own machine back to them. I had some, er, fun... with their tech support too. At least the first hardware tech and I had a lot of fun while we COMPLETELY FAILED TO DIAGNOSE THE ACTUAL PROBLEM.)

[teriwyn.livejournal.com]

I swear to the heavens above there was no such label in two different boxes that they shipped.

I did remove all the pieces of foam packing one by one and checked to make sure it wasn't stuck to something else or underneath it all.


Side note -- I'm sorry for hijacking the comments on your thread, omg_teh_funnay.

[omg-teh-funnay.livejournal.com]

That's totally all good. It happens and I'm not mad

Thinka bout it this way - my pain gave you an opportunity to ask a question and get real answers. Winner!!

[azurelunatic]

The competence is not much with them, then.

(As of tomorrow, it will have been a month since I shipped my laptop off for repairs. So not happy.)

[notthebuddha.livejournal.com]

It's a special arrangement between Dell and DHL called R3. If you can arrange for someone to meet DHL with the laptop when the R3 box arrives, they will wait a couple of minutes for them to put the laptop in the box and take it away on the same trip. Two tips:

- It never hurts to have the case number and your contact information in the box with your machine, and to write the case number on the box or anywhere else a reference number space is provided.

- keep your hard drive and any third party RAM when you send the unit in.

[teriwyn.livejournal.com]

Thanks for these tips. I will be sure to put the case and dispatch numbers on the box, and print them out and attach them to the inside of the box and the laptop, along with the description of the problem.


- keep your hard drive and any third party RAM when you send the unit in.
Am I correct in assuming that this is because they will probably not attempt to fix the problem, but will instead send back a refurb?

[notthebuddha.livejournal.com]

- keep your hard drive and any third party RAM when you send the unit in.
Am I correct in assuming that this is because they will probably not attempt to fix the problem, but will instead send back a refurb?

No, but while they can easily replace their hard drives, they can't replace your files. The 3rd party RAM I remind people to hold onto because it's easy to take out, costs a fair amount, and manufacturers in general are not liable to replace it. You might end up with the original base amount of RAM or none at all, depending.

[flainn.livejournal.com]

Too bad you didn't have op priveleges, you could have just devoiced her

[teriwyn.livejournal.com]

I just caught the "havening" on the second read through. :P

[omg-teh-funnay.livejournal.com]

You win!!

I was wondering who'd be the first to spot it.

[mouser.livejournal.com]

Damn, I can't tell if that's just a series of keyboard macros or an actual bot! Is there a reverse of the Turning Test where the HUMAN gets mistaken for the machine?

[omg-teh-funnay.livejournal.com]

She was a real live human being

You know how I know? She misspelled my name.

A bot wouldn't have done that. Because I don't misspell my name, especially not as creatively as she did.

[wherdafux-d-cat.livejournal.com]

2:23:11 PMRTS Ineta Randle OMG, is this a new or existing issue?

'OMG'? What is this, Val-Support? 'I'm going to like totally send you to someone else 'cause gag me if I can figure out your simple question by myself, 'kay?'

[dreamatdrew]

Um, I believe that was the Identity-removal substitution by our poster...


Though, makes for great comedy ;)