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Your session ID for this incident is imaluzer.
Time Details
09/11/2008 10:24:06AM Session Started with Agent (SLCgl_DurkaDurka_210789)
09/11/2008 10:24:16AM Agent (SLCgl_DurkaDurka_210789): “Thank you for contacting Dell Hardware Warranty Support, my name is Durka. How can I help you?”
09/11/2008 10:24:22AM Matthew Barnson: “Good morning, SLCgl_DurkaDurka_210789.”
09/11/2008 10:25:01AM Matthew Barnson: “I have been hearing grinding noises from my hard drive for some time, and today ran the Dell Pre-boot System Assessment; it failed with error code 1000-0146 and 1000-0141”
09/11/2008 10:26:34AM Agent (SLCgl_DurkaDurka_210789): “Ok. Let me look up that error.”
09/11/2008 10:32:04AM Agent (SLCgl_DurkaDurka_210789): “Looks like one error is due to there being nothing to read in the optical drive.”
09/11/2008 10:32:24AM Matthew Barnson: “Right, that’s the 1000-0141.”
09/11/2008 10:32:34AM Matthew Barnson: “The 1000-0146 is the important one 🙂 IDE unit 0 failed.”
09/11/2008 10:33:07AM Agent (SLCgl_DurkaDurka_210789): “let me check to see if we can get this replaced on the basis of noise alone.”
09/11/2008 10:36:00AM Matthew Barnson: “Cool. I am reminded of the sound when they set the phaser on “overload” on the old Star Trek series. “Get out of there, Scotty!” “But captain, I need more TIME!””
09/11/2008 10:37:12AM Matthew Barnson: “<turns on iTunes, does the Macarena in cubicle>”
09/11/2008 10:37:55AM Matthew Barnson: “<starts the “How YOU feelin’?” “Hot, Hot, Hot” chant with co-workers>”
09/11/2008 10:39:00AM Agent (SLCgl_DurkaDurka_210789): “lol. Ok. I’m starting the documentation to replace the part now. To what address would you like this sent? If we need to contact you for some reason, what phone number would be best? Is there an alternate contact you’d like to include?”
09/11/2008 10:39:22AM Matthew Barnson: “Superb! Thanks, Tony. One sec while I type it up…”
09/11/2008 10:40:32AM Matthew Barnson: “Matthew P. Barnson | 27676 North 2087000 West | Salt Lake City, UT 84000”
09/11/2008 10:40:42AM Matthew Barnson: “Phone: XXX.XXX.XXXX”
09/11/2008 10:40:59AM Matthew Barnson: “No alternate contact, that phone goes with me everywhere :)”
09/11/2008 10:43:50AM Agent (SLCgl_DurkaDurka_210789): “FYI 2009-06-29 is the system warranty expiration date on this LAT D620.”
09/11/2008 10:44:06AM Agent (SLCgl_DurkaDurka_210789): “Do you want a factory image on this drive?”
09/11/2008 10:44:50AM Matthew Barnson: “Sure, Anthony, that would be great! I enjoy deleting Windows XP prior to installing Linux almost as much as I enjoy skeet shooting!”
09/11/2008 10:45:18AM Agent (SLCgl_DurkaDurka_210789): “lol”
09/11/2008 10:46:07AM Matthew Barnson: “I work in a data center with 10,000 machines, mostly Dell. You’re the first tech support rep that’s ever responded to my sorry attempts at humor :)”
09/11/2008 10:46:37AM Agent (SLCgl_DurkaDurka_210789): “lol”
09/11/2008 10:46:47AM Matthew Barnson: “<applauds>”
09/11/2008 10:47:33AM Matthew Barnson: “So you work out of the call center down near Point of the Mountain, right? We’re up in Salt Lake City.”
09/11/2008 10:48:01AM Agent (SLCgl_DurkaDurka_210789): “lol. No. We are in Lindon.”
09/11/2008 10:50:28AM Matthew Barnson: “Right, I know Utah County about like I know, say, North Dakota. I’m from Washington DC originally; I’ve lived here a decade, but my knowledge of Utah geography is pretty much limited to how I get to work and back.”
09/11/2008 10:51:05AM Matthew Barnson: “So what’s next? Do I get to turn my head and cough, or are we just waiting for the computer to cough up an RMA number?”
09/11/2008 10:51:17AM Agent (SLCgl_DurkaDurka_210789): “LOL. I’m a California transplant myself. Love the grid system for streets though.”
09/11/2008 10:51:28AM Agent (SLCgl_DurkaDurka_210789): “You are just waiting for me.”
09/11/2008 10:51:29AM Matthew Barnson: “Makes it easier, for sure!”
09/11/2008 10:51:38AM Agent (SLCgl_DurkaDurka_210789): “Here is a little reading for you though.”
09/11/2008 10:51:45AM Agent (SLCgl_DurkaDurka_210789): “In accordance with your service contract, we have setup a “Parts Only” dispatch. The part(s) will be shipped by next business day carrier based on parts availability.”
09/11/2008 10:51:48AM Agent (SLCgl_DurkaDurka_210789): “If the dispatch is setup after 5:00 p.m. local time it may be deferred to the next business day. You should receive the part(s) in 1-3 business days.”
09/11/2008 10:51:51AM Agent (SLCgl_DurkaDurka_210789): “You will find a return airbill in the box with the replacement parts. Please replace all included parts (including cables) and pack the old parts back into the box. Affix the included airbill to the outside of the box and call DHL at 1-800-225-5345 to have them returned to Dell Inc.
09/11/2008 10:51:53AM Agent (SLCgl_DurkaDurka_210789): “Please return the parts within 5 days of receipt of the replacement part(s). If Dell does not receive the part(s) back within 10 business days, you will be invoiced for the cost of the replacements.”
09/11/2008 10:51:54AM Agent (SLCgl_DurkaDurka_210789): “If you miss the initial return window and receive the invoice, please perform the replacement as soon as possible and complete the above steps to return the parts. Please include a note with the parts that you were invoiced. Be advised that it will take a”
pproximately 10 business days for Dell to process the returned parts.
09/11/2008 10:52:34AM Matthew Barnson: “Dude, thanks for your help. I know you have to deal with people who are mad at you all day long; I hope I injected something resembling levity into your day :)”
09/11/2008 10:53:15AM Agent (SLCgl_DurkaDurka_210789): “yes. I’ve got a new guy with me too. We are both laughing.”
09/11/2008 10:54:41AM Matthew Barnson: “I’ve done tech support before. Some days it’s like every customer has a cheese grater and thinks your danglies are the cheese. Good luck today.”
09/11/2008 10:56:38AM Agent (SLCgl_DurkaDurka_210789): “Sorry about how long this is taking. My tools are slow today…”
09/11/2008 10:57:21AM Agent (SLCgl_DurkaDurka_210789): “Almost there. I’ll need a couple of minutes while I get finally approval to dispatch this part.”
09/11/2008 10:57:58AM Matthew Barnson: “It’s OK. At this point I know the replacement is coming, so I’m just goofing around with my iPhone and pretending to work.”
09/11/2008 10:58:24AM Matthew Barnson: “Really no different than how I spend any other day ;)”
09/11/2008 11:07:29AM Agent (SLCgl_DurkaDurka_210789): “lol. Ok. here is the info you want. Case #123456789 Dispatch Reference #987654321”
09/11/2008 11:07:45AM Agent (SLCgl_DurkaDurka_210789): “I’m sending an e-mail with the same info.”
09/11/2008 11:07:53AM Matthew Barnson: “Rock on!”
09/11/2008 11:07:56AM Agent (SLCgl_DurkaDurka_210789): “Is there anything else I can help you with?”
09/11/2008 11:08:14AM Matthew Barnson: “Nope, that will do, thanks!”
09/11/2008 11:08:18AM Agent (SLCgl_DurkaDurka_210789): “It’s been good talking to you. If you have any further questions, you can go to support.dell.com. Thank you for using Dell Hardware Warranty Chat Support. Have a great day!”
09/11/2008 11:08:32AM Session Ended If you require further assistance, please visit us at support.dell.com