Fun with Dell Tech support

[khan]

So I try to upgrade the BIOS on my (unfortunately dell, but very cheap) laptop, from rev. A06 to the newest version A30. When the app that flashes the bios loads, it says "NOTICE!!! You are running on an unsupported system." I have nightmares of the last time I tried to call Dell tech support, so I saw a link on their dowloads page: "Chat with a Live Tech Support Agent." The word "live" to me implies "human being." This is the conversation (if you could call it that) that ensued:

Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
The session has been accepted.

{Aaron S Reese 3:02:22 PM} BIOSupgrade to rev. A30 fails, telling me "running on an unsupported system"
{Merlino_Braganza 3:02:51 PM} Thankyou for choosing Dell Portable Technical Chat support . My Rep.ID is 01 61911
Please give me couple of minutes to pull out the computer information and to review the issue you are facing with the dell computer today .
Please stay on line. I will be right back.
{Aaron S Reese 3:03:04 PM} Alright, thanks
*5-6 minutes transpire*
{Merlino_Braganza 3:04:48 PM} Will you please provide me with the telephone number (along with the area code), which you had given at the time of purchase of the Dell Computer .
{Aaron S Reese 3:05:08 PM} *** *** ****
{Merlino_Braganza 3:05:25 PM} Thank you for the number Aaron .
*5-6 minutes transpire*
{Aaron S Reese 3:09:04 PM} You're welcome
{Merlino_Braganza 3:09:09 PM} Since when are you facing the issue Aaron ?
{Aaron S Reese 3:09:19 PM} since 5 minutes ago
{Aaron S Reese 3:10:23 PM} It just won't let me install the BIOS update
*5-6 minutes transpire*
{Merlino_Braganza 3:11:37 PM} Did you do any other recent hardware or software changes to the dell computer Aaron ?
{Aaron S Reese 3:11:56 PM} Define recent?
{Aaron S Reese 3:12:11 PM} When i got the machine from dell i formatted the hard drive and installed my own copy of windows
{Aaron S Reese 3:12:19 PM} and then I installed Gentoo
{Aaron S Reese 3:12:36 PM} but none of that should have any effect on whether or not the BIOS updater can do its business
{Aaron S Reese 3:12:59 PM} unless you have designed it to only run on Dell-branded versions of windows
{Aaron S Reese 3:13:08 PM} which would truly be dastardly
{Merlino_Braganza 3:13:09 PM} Ok
*5-6 minutes more*
{Merlino_Braganza 3:13:17 PM} I understand that Aaron .
{Merlino_Braganza 3:13:37 PM} And you get the message only when you try to update the BIOS of the dell computer .
{Merlino_Braganza 3:13:41 PM} Is that also correct ??
{Aaron S Reese 3:14:04 PM} Yeah
{Merlino_Braganza 3:14:48 PM} Ok
{Merlino_Braganza 3:15:05 PM} You will get the message at two times Aaron .
{Aaron S Reese 3:15:30 PM} Are you sure about that?
{Aaron S Reese 3:15:39 PM} Cause it only gives it to me once, when I run the updater
{Merlino_Braganza 3:15:43 PM} Firstly when you try to forcefully install such a BIOS on the computer which is not compatable to the motherboard of the dell computer .
{Aaron S Reese 3:15:51 PM} Ah
{Aaron S Reese 3:16:09 PM} well, it is an inspiron 1100...and the utility says "I1100A30"
{Merlino_Braganza 3:16:22 PM} Secondly sometimes also when you try to degrade the BIOS .
{Merlino_Braganza 3:16:41 PM} Please give me couple of minutes Aaron .
{Aaron S Reese 3:16:41 PM} There's no secret third option? Neither of those first two is the case
{Aaron S Reese 3:16:48 PM} Fair enough.
{Merlino_Braganza 3:17:03 PM} I will give you the exact updated link from where you can download the latest BIOS version for your computer .
{Aaron S Reese 3:17:18 PM} Alrighty
*5-6 minutes transpire*
{Aaron S Reese 3:22:55 PM} Still looking for that link?
{Aaron S Reese 3:23:26 PM} If you're giving me a link to download I1100A30.exe you can save some time, I already have that
{Merlino_Braganza 3:24:00 PM} http://support.dell.com/FileLib/Format.aspx?c=us&l=en&s=gen&Category=1&OS=NAA&OSL=EN&SvcTag=&SysID=INS_PNT_CEL_1100&DeviceID=5003&Type=&ReleaseID=R79893
{Merlino_Braganza 3:24:16 PM} You may please refer this link Aaron .
{Aaron S Reese 3:24:39 PM} It's cool how you aren't actually responding to anything I say
{Aaron S Reese 3:24:48 PM} I already downloaded that
{Aaron S Reese 3:24:53 PM} and that is what is giving me errors
{Aaron S Reese 3:25:03 PM} Just for kicks I downloaded it again
{Aaron S Reese 3:25:08 PM} and it gave me the same error message
{Merlino_Braganza 3:26:41 PM} Ok
{Merlino_Braganza 3:27:18 PM} Just Click on start >
{Merlino_Braganza 3:27:33 PM} Click on run >
{Merlino_Braganza 3:27:53 PM} Type MSINFO32 in the text box and then press enter .
{Merlino_Braganza 3:28:10 PM} ON the first page you will get the BIOS version.
{Aaron S Reese 3:28:21 PM} Its A06
{Merlino_Braganza 3:28:22 PM} PLease let me know the version of the BIOS on your computer Aaron .
{Merlino_Braganza 3:28:33 PM} Please check it once more .
{Aaron S Reese 3:28:38 PM} Ok.
{Aaron S Reese 3:28:49 PM} It hasn't changed
{Aaron S Reese 3:28:52 PM} was it supposed to?
{Merlino_Braganza 3:30:12 PM} No Aaron .
{Aaron S Reese 3:30:31 PM} Good. Then it's just staying A06 for now
{Aaron S Reese 3:30:39 PM} But it'd be cool if I could make it say A30
{Merlino_Braganza 3:30:53 PM} Will you please let me know the reason for the BIOS updated that you were performing in the dell computer Aaron ?
{Merlino_Braganza 3:31:06 PM} Sure Aaron .
{Aaron S Reese 3:31:36 PM} There was supposed to be framebuffer support in the newer revisions, that fixed a problem I was having with Xfree86
{Merlino_Braganza 3:32:23 PM} Ok
{Merlino_Braganza 3:32:37 PM} Are you chatting from the same computer with me, you are facing the issue with ?
{Aaron S Reese 3:32:54 PM} Yep
{Merlino_Braganza 3:33:14 PM} Ok
{Merlino_Braganza 3:35:24 PM} Please follow the undermentioned troubleshooting steps to get the issue resolved Aaron .
{Aaron S Reese 3:35:47 PM} Will do
{Merlino_Braganza 3:36:09 PM} (1) Turn off the computer completely and do the undermentioned steps to flea the power .
Please detach the laptop computer from the ac-power source. (plug out the power cord from the computer).
Also please detach the ac-power adapter from the wall socket.
Now please remove the battery from the bay / compartment of the laptop computer.
Now please close both the panels of the laptop computer and please turn the computer upside down in such a way that the bottom portion of the computer faces you .
Now I want you to tighten all the screws present at the bottom of the laptop with the help of a phillips screwdriver .
Now please open the panels of the laptop computer and please tap every key of the keyboard . Please keep on tapping the keys for at least 01-02 minutes so as to discharge the capacitors.
Please keep the power switch of the laptop pressed tor 15-20 seconds so as to flea the power .
Now please connect the ac-adapter to a known good wall socket, and please plug in the other end of the ac-adapter to the laptop computer .
Now please try to power on the computer by pressing the start button of the computer .
{Merlino_Braganza 3:36:37 PM} (2) Please reset the BIOS to the factory default settings within the dell computer. On doing so, the internal hardware configurational settings will be restored to the time you had purchased the dell computer . This will not effect the data within the dell computer .
Please refer the undermentioned links to reset the BIOS to the factory defaults..
http://support.dell.com/us/en/kb/document.asp?DN=FA1035265 [P]
{Merlino_Braganza 3:37:06 PM} There after please update the BIOS of the dell computer .
{Merlino_Braganza 3:37:28 PM} It may be an issue with the previous bios that is preventing you to do so ...
{Merlino_Braganza 3:37:33 PM} Thus please try these steps .
{Aaron S Reese 3:38:04 PM} You're the boss. Should I just come back and talk with you if/when it doesn't work?
{Merlino_Braganza 3:39:32 PM} That will surely work Aaron as there is not reason of its not working Aaron .
{Aaron S Reese 3:39:44 PM} Cool
{Aaron S Reese 3:39:50 PM} Let's hope I don't come back then
{Aaron S Reese 3:39:52 PM} Bye!
{Merlino_Braganza 3:40:01 PM} IN case you still face the issue, you may feel free to contact up and we will assist you in the best possible way .
{Merlino_Braganza 3:40:26 PM} Sure Aaron .
{Aaron S Reese 3:40:29 PM} Alrighty

--------------------
So despite his questionable grasp of the english language, his suggestion failed completely and utterly. Because I had to restart the machine I was using to talk with this mental giant, I was faced with the prospect of "chatting" again, with some new robot who provides formulaic responses and ignores everything you say. So I did the unthinkable and called. After a 10 minute wait of insulting "quick fixes", I talked with someone who told me his name was "Steve" (thick indian accent, but I could understand him fine).

Me: When I use your BIOS updater to upgrade my Inspiron 1100 from rev. A06 to A30, it fails and tells me I'm running an unsupported system."
Him: *Silence for a sec*...That would be because you cannot go from A06 to A30, you need to upgrade to A22 first, and from there to A30.
Me: *stunned silence* Oh...ok...thanks!

So both good and bad experiences...but take hope! Someone at dell actually knows something about computers! And doesn't have to ask for system info, or go through a checklist first! Funnily enough (to me) despite telling me to call him "Steve" he gave me his email in case that didn't work: "Vinay_Doddihal@dell.com". Thanks Vinay/Steve, wherever you are.

(his suggestion worked btw)

[pseudonym]

lol, thats interesting. I wish I could answer questoins like that!! And where the hell did they come up with that fix?!?!?! Did it work?

[mmonnin]

(his suggestion worked btw)

His last line.

[pseudonym]

Reading, pbbbt, who needs that.

[Thrax]

lol, thats interesting. I wish I could answer questoins like that!! And where the hell did they come up with that fix?!?!?! Did it work?

Someone didn't download the english language pack! :rarr:

[oCoMiK]

Great story! I'm going to bet that the convoluted solution they gave you was designed to wear you down in hopes that you would eventually just give up. At least Steve knew what he was talking about.

Ocomik - now forever to be referred to as Hadji Baichoo

[Clutch]

I can't belive you actually got to chat with someone, I didn't know those things worked.

[pseudonym]

Someone didn't download the english language pack! :rarr:

I wiped that from the HD years ago. Thanks instant messenger!!!

[khan]

heh....the crazy *pull out the battery and pound on the keys for a while* thing didn't work at all. just the one guy that knew what he was talking about. i used his email addy he gave me to send him a thank you email. =).

[oCoMiK]

We should all send him a thank you e-mail....

Hadji Baichoo

[Morpheus[xXx]]

Some of us at Dell actually know something about troubleshooting :thumbsup:

That was a funny story though!

[Clutch]

']Some of us at Dell actually know something about troubleshooting :thumbsup:

That was a funny story though!

pfftt, only if I could get someone who I could understand what they are saying.

[Morpheus[xXx]]

lol, whenever someone says "Thank goodness you speak English!" I always reply with "Well, I certainly try my best."

I have a Dell system as well, so I can feel your pain. Although if you've got a business account, your chances of speaking with an English tech are better. Sadly, I bought my system under the home user account. :buck:

[TheBaron]

i saw a thing on TV about training the outsourced tech support employees. they make up fake names to try to put on a more friendly facade to their pissed off callers

[profdlp]

...they make up fake names to try to put on a more friendly facade...
Kind of like we do here with our usernames. :vimp:

[TheBaron]

haha
*glare*

[Nomad]

...

[khan]

LOL
that's seriously what it felt like. Awesome pic Nomad (thats my new desktop background btw). It was so clear by the responses I got that I was talking to a robot, and by the time he gave me the utility I already told him I had I was just starting to get insulted. Oh well. Thats probably more for people who have simpler problems.

Their phone tech support is also kinda funny...while you're on hold it's like
"If your computer is running slowly or behaving erratically, you may have a virus, or spyware. If you do, the technicians in the queue will not be able to help you...fark off and download adaware" (maybe paraphrased)

[Nomad]

Just to make everyone feel uncomfortable, I've made it my avatar.

I think we should have a Hal-9000 smiley, such as this

[Thrax]

...

[profdlp]

Just to make everyone feel uncomfortable, I've made it my avatar.

I think we should have a Hal-9000 smiley, such as this


I'm sorry, Dave.

I'm afraid I can't allow that.

Consider yourself screwed.

:vimp:

[Thrax]

HAL9000 was the best psycho killer computer evar :(

[Nomad]

Sure was... Rest in piece Hal-9000, psycho killing machine.

[Mark2450]

Perhaps it was thig guy you got ahold of instead of his next door neighbor....
http://farm4.static.flickr.com/3205/2305464040_586e2c66a4_o.jpg
http://farm4.static.flickr.com/3205/2305464040_586e2c66a4_o.jpg"] ("http://icrontic.com/forum/[/IMG)

[Thrax]

You bumped a three year old thread... why?

[TBonZ]

You bumped a three year old thread... why?

Not sure why but I'm glad he did. Wouldn't have seen this thread otherwise. ;D

[Mark2450]

Yea... I found this thread by accident on a Google Search and I thought it a good place to stick our friend... Believe me.... I've also been through the Dell routine too. Just paid off my account... good riddens to Dell!

Mark

[Gate28]

dell can suck it, sold me a POS XPS 400 for $1600 that I had to upgrade the GFX card and RAM just to play 2142!

[Mark2450]

I have an XPS-M1210 and its falling apart at a rapid rate... case and all.

Mark

[Nomad]

I was much less temperamental when I was sixteen.

[NiGHTS]

Cuter, too. Harry Potter-esque.

[the_technocrat]

I've had nothing but good luck with Dell tech support, I personally handle 400+ machines. I find it's usually a problem with the customer not being able to properly express themselves.

In any case, the solution worked, chat was very helpful at resolving the issue, and the original poster can delete the "waited 5-6 minutes" lines, because we can all see that it was usually only one minute, according to the timestamps.

[drasnor]

For a second there I thought khan was back too :(.

-drasnor :fold: