Think HP is bad? Here's a transcript from my dealings with Dell's support a couple of years ago....
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12:43:50 AM System Mandeep_104111 has joined this session!
12:43:50 AM System Connected with Mandeep_104111
12:43:50 AM Mandeep_104111 oThank you for contacting Dell Technical Support. My name is Mandeep Khanna and my rep ID is 110411.How may I assist you today?
12:44:32 AM Biker Have an onboard NIC that appears to be inop.
12:44:50 AM Mandeep_104111 I understand your concern and I will personally attend to the issue. I assure you that i will do my best to provide you quality service.
12:45:54 AM Mandeep_104111 Thank you for the information. I’ll be glad to assist you. Please give me 2 to 3 minutes to pull up your account information.
12:46:00 AM Mandeep_104111 Also, may I have your telephone number along with the area code to update our records?
12:46:32 AM Biker OK. Let's dispense with the script.. Here's what I've done... I've double checked the BIOS settings to ensure the NIC is turned on. I've loaded the latest driver for the NIC (Intel Pro/100 VE) from Intel's website. There are no green lights on the NIC, just one flashing Amber light when connected to the Internet.
12:46:40 AM Biker Phone number has not changed. XXX-XXX-XXXX
12:47:10 AM Mandeep_104111 Thank you for the information.
12:47:10 AM Mandeep_104111 I understand your concern and I will personally attend to the issue. I assure you that i will do my best to provide you quality service.
12:47:35 AM Mandeep_104111 Thank You for purchasing a Dell product. I can see from our records that you have contacted us for the first time. Let me assure you that i will provide you the best possible support and help resolve any questions you may have.
12:49:10 AM Mandeep_104111 I would also like to inform you that the warranty on your system is valid till 2007-08-12 .
12:49:24 AM Biker Yep.. I also just extended it for one year...
12:50:15 AM Mandeep_104111 Okay.
12:50:15 AM Mandeep_104111 I need to know a couple of things from you that will be helpful for me to correctly analyze the situa.tion and determine the possible causes and solutions
12:52:10 AM Mandeep_104111 How long have you been facing this issue and if you remember making any hardware or software changes to your system prior to experiencing this issue?
12:53:29 AM Biker No hardware changes to system, other than slapping in a D-Link PCI NIC to get connected to the Internet. Issue has been ongoing for about 3 weeks. No software changes what would affect the NIC in the manner it is behaving.
12:55:13 AM Biker Again.. Let's dispense with the script.. Here's what I've done... I've double checked the BIOS settings to ensure the NIC is turned on. I've loaded the latest driver for the NIC (Intel Pro/100 VE) from Intel's website. There are no green lights on the NIC, just one flashing Amber light when connected to the Internet.
12:55:20 AM Mandeep_104111 Is the system working fine with PCI NIC card?
12:55:33 AM Biker Obviously.. I'm chatting with you, aren't I??
12:56:05 AM Mandeep_104111 Thomas, I do understand your concern and I am here to assist you with the issue in a best way possible.
12:57:40 AM Mandeep_104111 hPlease give me 2-3 minutes so that I can evaluate the available options to provide you with the best possible resolution for this issue.
12:58:23 AM Biker Here's what your script will state.. Motherboard replacement because the NIC does not work....
1:00:53 AM Biker Dude... I've been in the communications/networking business for over 25 years. I KNOW what is wrong with this system... All I need is confirmation that the NIC is toast, and the motherboard will be replaced under warranty..
1:02:45 AM Mandeep_104111 I do appreciate your knowledge and its a pleasure working with you.Thomas, in this case to confirm that the motherboard has gone bad and a test needs to be done on it.
1:03:35 AM Mandeep_104111 Did you also check for the network speed is set at 100MBPS
1:04:24 AM Biker There is no setting in the BIOS for network speed.
1:04:50 AM Mandeep_104111 Its in Device manager.You need to right click on the onboard network adapter
1:05:00 AM Mandeep_104111 Click on Properties
1:05:20 AM Mandeep_104111 Advanced
1:05:35 AM Biker In Device Manager, it is set to automatically detect the setting.
1:05:40 AM Mandeep_104111 Then click on "Speed and Duplex"
1:05:45 AM Mandeep_104111 Okay
1:06:10 AM Mandeep_104111 Please try to set it at 100 Mbps as it might be detecting the setting at 10 Mbps
1:06:50 AM Biker It should make absolutely no difference whether it's at 100 or 10. My Cable connection is only 5 Mbps.
1:07:00 AM Mandeep_104111 Okay.
1:07:25 AM Biker And if I connect to that NIC right now, we loose THIS connection..
1:07:56 AM Biker There is NO green light on the NIC when it is connected. There is only ONE Amber light.
1:08:13 AM Biker That right there says there's an issue and the NIC is NOT communicating with the network.
1:08:20 AM Mandeep_104111 Okay.
1:08:40 AM Mandeep_104111 In this case I would suggest you to run test on the motherboard
1:08:55 AM Biker And that test is?
1:09:00 AM Mandeep_104111 I will arrange a call back for you tomorrow to know the status so that can resolve the issue for you
1:09:10 AM Mandeep_104111 It will be the Custom test on the motherboard
1:09:37 AM Mandeep_104111 I will provide you the steps for it.
1:11:53 AM Mandeep_104111 Thomas, being a valued customer and to avoid inconvenience to you, I will go ahead and send a technician to replace the motherboard for you.
1:12:01 AM Mandeep_104111 Will that be fine?
1:12:05 AM Biker Uh huh... Perfect.
1:12:16 AM Mandeep_104111 Okay.
1:12:31 AM Mandeep_104111 May I have the address where you want me to send the technician.
1:12:46 AM Biker xxxxxxxxxxxxxxxxxx, Austin, Texas
1:13:21 AM Mandeep_104111 May I also have your alternate contact number
1:13:37 AM Biker There is none.. The number on the account is my cell phone. I always have it.
1:13:56 AM Mandeep_104111 Okay.That will be fine.
1:14:21 AM Mandeep_104111 You will get a call from the technician within 1-2 business days to fix an actual appointment.
1:14:38 AM Biker HUH?! What happened to next day repair per the warranty?
1:15:56 AM Mandeep_104111 It could go to maximum of 2 business days however will get a call within 1 business day.
1:16:05 AM Mandeep_104111 Be assured of that.
1:16:12 AM Biker That is NOT what my warranty states.
1:16:34 AM Biker I paid for the next day repair, ON SITE.
1:16:42 AM Biker Therefore it will be done that way.
1:18:36 AM Mandeep_104111 Thomas, the information is provided as the request for dispatch is processed at 9 in the morning
1:19:03 AM Mandeep_104111 Then it will be the start of Onsite warranty
1:19:36 AM Biker Oh give me strength.. Fine... I'll deal with it when I get the call in the morning... At least the individual will be in the area and not across the ocean...
1:20:01 AM Biker Thank you... This conversation is now terminated.
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