Dell Laptop problem & resolution - Must Read!!!

[compudog]

As the IT guy for a small manufacturing firm, I have to procure computer products for our employees. Our new Natl. Sales & Marketing Directory needed a new laptop computer, so I ordered a Dell Inspiron 1100 for his on the road use. He got his laptop in May. I loaded our standard software package (MS Office XP, Symantec A/V) and sent him on his way. Three weeks ago, he calls and said when he types, nothing but garbage comes up on his screen, I had him try different apps with the same results. I ask him to review his documentation and call Dell for support. He calls back later and says Dell is shipping return packaging and they will fix it. He gets it back last week from Dell with a new keyboard installed. Guess what? It's still doing the same thing that he sent it out to be repaired for!! Since he's in South Carolina, and I am in PA it's tough to diagnose what's wrong. He was in the PA home office on Monday and I got to look at the problem. He had the num-lock on. I pressed Fn - Num Lock and typed perfectly. Couldn't the Dell tech support have fixed this? Why did they replace the keyboard? What is wrong with Dell? It took me less than 15 seconds to fix his problem.

 

[Nemmeh]

Well, take into consideration that unless you are a Corporate account under Gold level support you are talking to a dell technician in ..... guess where? guess.... INDIA... all dell support except for gold level support is based out of INDIA now...

So that would explain your problem. There was actually a problem on the older model CPxH and CPxJ inspirons that would cause a num-lock type of problem with the keyboard, however that was resolved and shouldn't be a problem in the newer system. Just one of the ways dell outsourcing will end up hurting them.

A piece of advice on ordering notebooks, get the NBD warranty with complete care (accidental damage coverage). It's worth it for salesman and the like, they're always cracking the lcds or dropping them.

 

[compudog]

I wanted the best warranty coverage from Dell on this unit as the guy is on the road and traveling 3 to 5 days per week, but my budget, not to mention the General Manager, shot me down :disgust:. I realize that Dell has support outsourced to India, and I advised the salesman when he called Dell that this would be the case. No one at Dell could figure out to hit Fn - Num Lock????? How can they keep replaceing keyboards and the like without checking things out a little better???

 

[bozo1]

Well, to play devils advocate a bit.

I worked tech support earlier in my career for a large computer manufacturer. Very often you would get end users that just don't cooperate. The support guy could have told the guy to hit the Fn (or whatever) key and try typing again and the guy just didn't follow instructions and said he did because he wanted to get off the phone. Many times I heard 'I tried that', 'I tried that', 'I tried that' when come to find out, the user didn't.

As far as replacing the keyboard, we often replaced parts when a system is sent in. We simply didn't have the time to sit there and troubleshoot a problem that often was sporatic. Better safe than sorry and replace the most suspect component, test the beast and get the unit back to the customer.

Course then again, the Dell tech could have dropped the ball. Dunno, but I just wanted to point out that things aren't always what they seem.

 

[ElFenix]

could have been that when they tried it numlock was off

doesn't sound like the user is particularly bright either

 

[compudog]

Well, the user isn't too computer literate. Just goes to show that $75,000/yr salary doesn't gaurantee a certain level of computer expertise!

 

[HappyPuppy]

Originally posted by: bozo1
Well, to play devils advocate a bit.

I worked tech support earlier in my career for a large computer manufacturer. Very often you would get end users that just don't cooperate. The support guy could have told the guy to hit the Fn (or whatever) key and try typing again and the guy just didn't follow instructions and said he did because he wanted to get off the phone. Many times I heard 'I tried that', 'I tried that', 'I tried that' when come to find out, the user didn't.

As far as replacing the keyboard, we often replaced parts when a system is sent in. We simply didn't have the time to sit there and troubleshoot a problem that often was sporatic. Better safe than sorry and replace the most suspect component, test the beast and get the unit back to the customer.

Course then again, the Dell tech could have dropped the ball. Dunno, but I just wanted to point out that things aren't always what they seem.

I do a lot of DELL laptop work and what bozo1 says is absolutely true.

I replaced the palmrest on a Latitude today because the bottom buttons weren't working. I didn't know this when I arrived, I was sent out to replace the PR. When I booted it up the bottom buttons didn't work and neither did the touch pad.

I asked the tier 2 support tech at the company what the original problem was and he didn't know, other than the bottom buttons didn't work. I had him log onto the computer so I could get into Control Panel. I opened Mouse Properties and, sure enough, somebody had set it to work with the keyboard mouse controller and the top two buttons ONLY.

I called the tech over to teach him a simple lesson, not to berate him. When I showed him the problem he was in instant denial as to any responsibility. Again, I wasn't blaming or berating him, merely trying to teach him a troubleshooting technique. He didn't want to see anything, though.

So much for not only end users, but company tier 2 tech support, as well.

Have a nice day.

 

[fell8]

 

[Chadder007]

Originally posted by: compudog
As the IT guy for a small manufacturing firm, I have to procure computer products for our employees. Our new Natl. Sales & Marketing Directory needed a new laptop computer, so I ordered a Dell Inspiron 1100 for his on the road use. He got his laptop in May. I loaded our standard software package (MS Office XP, Symantec A/V) and sent him on his way. Three weeks ago, he calls and said when he types, nothing but garbage comes up on his screen, I had him try different apps with the same results. I ask him to review his documentation and call Dell for support. He calls back later and says Dell is shipping return packaging and they will fix it. He gets it back last week from Dell with a new keyboard installed. Guess what? It's still doing the same thing that he sent it out to be repaired for!! Since he's in South Carolina, and I am in PA it's tough to diagnose what's wrong. He was in the PA home office on Monday and I got to look at the problem. He had the num-lock on. I pressed Fn - Num Lock and typed perfectly. Couldn't the Dell tech support have fixed this? Why did they replace the keyboard? What is wrong with Dell? It took me less than 15 seconds to fix his problem.

3 words..... Indian Tech Support.