Mostly Harmless

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Dell still can’t get it’s act together (updated)

Update: 12:30PM 9/2/2006

After calling their 800 number, I got a gentleman who really knew what he was doing. It’s the system board. They are sending me a replacement system board.

The support technician actually restored my faith in Humanity!

That may be overstating it, but he really did his job well. I’ll see how long my replacement part takes to get here and if that solves the issue. Ought to; the error we were getting was the same each time.

Original blog entry here:

Sigh. Don’t buy computers from Dell. Give some other company a chance to screw up like Dell does.

I am really beginning to think that Dell’s only concern is to take orders and move boxes only. Their once really good support model is not really working.

Dell shipped me my XPS 700 and it works well. I am playing F.E.A.R. at 1920×1200 with all the options turned onto the max. I average about 112 FPS at that resolution.

It’s a great system. When it powers on that is.

Last night around midnight I tried to show Lily my new kick butt workstation. After 10 minutes of trying, the system would not turn on. The fans would switch on to max rpm and stay there. No BIOS messages on the screen, no sound from typing on the keyboard, nothing.

That’s bad on a new machine but that is not why I am complaining. When you buy something you expect it to work. But us “grown ups” know that sometimes this happens.

What really ticks me off is that Dell’s support system does not know my machine exists. I cannot get support because the service tag for my workstation is not recognized by their support system. I tried to call the support line and got the “Approximate wait time is 10 minutes” message. Having done that before, I figured I would try the online chat system.

The support rep I chatted with yesterday basically said “try back later”. 18 hours later the support system still does not know about my workstation. I tried the support chat again but since I did not have a valid service tag, the system would not even start a chat with the right person.

Instead I chatted with someone else who sent me to the correct queue. Which of course did not even start because I had did not have a valid tag number. One good thing about chat, as opposed to actually speaking with someone, is that I get a transcript of the chat, with me saying “it won’t work”. Doesn’t help me but I feel like I can at least track this nonsense.

I resorted to using the web page mailer to send a I’m-mad-as-hell message. I have no expectation that this will actually accomplish anything.

Sigh. Wonder if HP has decent workstations?