the shocking decline of Dell

I was trying to burn Windows 7, RC1 to a CD earlier tonight. I kept hitting an error that said, “The media’s speed is incompatible with the device. This may be caused by using higher or lower speed media than the range of speeds supported by the device.”

After doing some searching on the Internet, I found that the problem may have been caused by old firmware on my DVD burner. So, I went up to the support.dell.com site to download some new firmware.

All well and good.

Then my DVD driver wasn’t there. I though, maybe, the driver software was hidden somewhere else. So, as an XPS user, I fired up the Dell XPS chat, and asked the rep, who then:

1. required me to re-enter all of my information


2. couldn’t pull up the system


3. informed me the system had been transferred to Dell UK (because I asked for a new RUBBER FOOT in January)


4. because my part number did not match any of the parts on the support site, I must have a defective drive (without ever asking what problems I was having with the drive)


5. he could not help me, because the system had been transferred to Dell UK


6. doesn’t have a toll-free number for Dell UK (which is just insulting, I refuse to pay 20p a minute to get a defective drive fixed.) [and which, after looking around on the support site, for about 30 seconds, I found one for XPS support.]


7. this concluded with him refusing to transfer the system back to Dell US—there are forms I must fill out to do that, despite the fact I NEVER TRANSFERRED it

an atrocious waste of time. and i still don’t have my RC. and now i’m just pissed off.

My favorite moment:

”

Me:
and you are certain that, despite the fact that the part I have installed is a different part number, with a different name, that this is the correct driver and that the problem is that there is a need for hardware replacement?
Rep:

There may be a need for parts replacement if it is not working and the driver is not applicable for your syste [sic]
”

Of course. Because the WRONG DRIVER is not applicable, my DVD drive is defective.

This is the PREMIUM XPS support. I shudder to think what normal Dell support must be like.

For your amusement, the transcript  follows:

1:34:15 AM		System	You are now being connected to an agent. Thank you for using Dell Chat
1:34:16 AM		System	Connected with LIBx San 162252
1:34:24 AM		LIBx San 162252	Thank you for contacting Dell’s XPS Premium Chat Support. My name is Roberto. How may I help you?
1:34:50 AM		Kahran Singh	Hello. I’m looking for a firmware update for my DVD-RW drive. I can’t find it in the list on the dell drivers website.
1:35:22 AM		Kahran Singh	my drive is a sony dvd+-RW DW-Q58a
1:35:23 AM		LIBx San 162252	I’ll do my best to assist you with that. Can I start with your Full Name and Service Tag?
1:35:33 AM		Kahran Singh	Kahran Singh 4km3rb1
1:36:41 AM		LIBx San 162252	Thank you very much for that. Give me a minute to pull up the records. While I’m doing that may I have your email address and phone number?
1:36:49 AM		Kahran Singh	kahran*****@gmail.com
1:36:58 AM		Kahran Singh	425-***-****
1:39:51 AM		LIBx San 162252	Thank you. My references are showing the system as a (Inspiron Portable ) Is this information correct?
1:40:01 AM		Kahran Singh	its an XPS m1210
1:40:41 AM		LIBx San 162252	I see can you check the service tag please because I am getting a different system.
1:40:55 AM		Kahran Singh	it is 4KM3RB1
1:41:26 AM		LIBx San 162252	The system was purchased outside the US?
1:41:30 AM		Kahran Singh	no.
1:42:27 AM		Kahran Singh	if it helps, my last support contact was session ID 24908425.
1:42:41 AM		Kahran Singh	in that case, the agent didn’t have any trouble identifying the correct system.
1:45:27 AM		LIBx San 162252	I checked that session ID number and didnt’ find any when was this?
1:45:44 AM		Kahran Singh	01/19/2009 11:00:58AM
1:46:32 AM		LIBx San 162252	I see, that is why I am not able to pull it up.
1:46:51 AM		Kahran Singh	…
1:46:56 AM		Kahran Singh	because it was earlier this year?
1:48:32 AM		LIBx San 162252	Are you in the United States right now and are you staying here for good?
1:48:47 AM		Kahran Singh	I’m sorry, by “here” do you mean the UK?
1:49:09 AM		LIBx San 162252	I meant United States
1:49:26 AM		Kahran Singh	oh. No, I’m in the UK. But I’m based in Seattle.
1:49:59 AM		Kahran Singh	Is that important in terms of bringing up the system?
1:50:08 AM		Kahran Singh	all i’m really looking for is a firmware update
1:50:23 AM		Kahran Singh	i’m having trouble burning a dvd
1:50:37 AM		LIBx San 162252	I see,the ownership of the system has been transferred to Dell UK and it would be best to call them just in case you need parts replacement.
1:51:04 AM		LIBx San 162252	I will try to get a link for the firmware update.
1:51:13 AM		Kahran Singh	I see. Well, I’m going to be back in Seattle on June 10th. And that will complete my UK assignment, so I won’t be in the UK again for the forseeable future
1:51:52 AM		LIBx San 162252	Ok I’ll get the link
1:51:58 AM		Kahran Singh	thanks
1:53:43 AM		Kahran Singh	On an unreleated note—I’m concerned by wireless switch has become faulty—sometimes when I turn off the switch the light stays on, and other times when i turn on the switch the computer does not detect networks. Do you know if this is a problem that would likely require me to send in the system?
1:53:54 AM		Kahran Singh	my wireless switch*
1:54:01 AM		LIBx San 162252	LIBx San 162252 pushes page, http://support.dell.com/support/downloads/driverslist.aspx?c=us&l=en&s=gen&ServiceTag=4KM3RB1&SystemID=XPS_M1210&os=WW1&osl=en&catid=&impid=
1:54:32 AM		LIBx San 162252	Possibly or parts may need replacement like the wireless card.
1:55:22 AM		LIBx San 162252	Is there anything else I can assist you with?
1:55:22 AM		Kahran Singh	okay. perhaps i’ll save dealing with that till I’m back in seattle. anyway. do you know which driver would be applicable? the dvd writer i have installed shows up as a sony, but the only sony driver seems to be for a cd writer
1:56:03 AM		LIBx San 162252	That’s for cdrw/dvd
1:56:10 AM		LIBx San 162252	You can install that.
1:56:15 AM		Kahran Singh	it informed me that it was not applicable when i downloaded it
1:56:20 AM		Kahran Singh	let me pull up the exact error
1:56:49 AM		LIBx San 162252	You may need parts replacement and it is better to call the UK queue for that.
1:57:04 AM		LIBx San 162252	I will get the number so you can save time
1:57:51 AM		Kahran Singh	well, it would make sense that its not applicable— the thing I have installed is a 8X DVD+/-RW Drive
1:57:55 AM		Kahran Singh	which is not what it says there.
1:59:40 AM		LIBx San 162252	Gvie me a miniute to get the number
2:00:40 AM		LIBx San 162252	United Kingdom|United Kingdom +44 870 908 0500 Monday - Friday 8AM to 6PM Local Time
2:00:59 AM		Kahran Singh	thats a pay per minute number. is there one that is not?
2:01:35 AM		LIBx San 162252	I am sorry there is none but when you call they might be able to give you one.
2:02:03 AM		Kahran Singh	and you are certain that, despite the fact that the part I have installed is a different part number, with a different name, that this is the correct driver
2:02:12 AM		Kahran Singh	and that the problem is that there is a need for hardware replacement?
2:03:08 AM		LIBx San 162252	There may be a need for parts replacement if it is not working and the driver is not applicable for your syste,
2:03:21 AM		Kahran Singh	Also, the last time I spoke to customer support, they were able to authorize that without me having to call UK support. Can you do the same, please?
2:03:36 AM		Kahran Singh	authorize a part sent out, I mean
2:03:45 AM		LIBx San 162252	No I am sorry i cannot call UK numbers.
2:04:20 AM		Kahran Singh	Thats not what I’m saying. My previous rep got a part sent to the UK without a problem. This is a US system, and its under a US warrenty
2:05:26 AM		LIBx San 162252	The system is registered under UK and it is best to call that number I gave you.
2:06:55 AM		Kahran Singh	As I’m leaving the UK in under a month, can you change it to what it should be. Honestly, I’m not pleased that the system was moved without someone informing me. Especially since apparently now I’m going to have to call random numbers. And, for example, if I try to bring up Dell UK support, I’m informed “Our records indicate that your service tag belongs to a system that was purchased outside of the United Kingdom and Ireland.”
2:07:52 AM		LIBx San 162252	I will give you the website to transfer the ownership
2:08:01 AM		Kahran Singh	Why do I need to transfer it back!?
2:08:04 AM		Kahran Singh	you guys transfered it
2:08:09 AM		Kahran Singh	so you should transfer it back
2:08:13 AM		Kahran Singh	this is completely unreasonabloe
2:08:29 AM		Kahran Singh	already, this been more than half an hour, for a driver.
2:08:42 AM		LIBx San 162252	LIBx San 162252 pushes page, http://support.dell.com/support/topics/global.aspx/support/change_order/tag_transfer?c=us&cs=&l=en&s=gen
2:09:02 AM		Kahran Singh	i’m completely shocked at this
2:09:07 AM		Kahran Singh	especially, look at the page you just sent me
2:09:09 AM		Kahran Singh	“NOTE: Transfers can only be made within the same country (US to US, Canada to Canada, Mexico to Mexico, etc.) ”
2:09:17 AM		LIBx San 162252	It is better to have it serviced in the UK at this time and when you get back to the states that is when you change the ownership back to the US
2:10:15 AM		Kahran Singh	I’d prefer for it to be transfered now. I don’t want to have to deal with that when I get back.
2:10:22 AM		LIBx San 162252	Because if you change the ownership now it will be an international dispatch which will take 6-8 weeks to do.
2:10:30 AM		Kahran Singh	thats fine.
2:10:57 AM		LIBx San 162252	And tech support cannot track the dispatch.
2:11:18 AM		Kahran Singh	That is completely fine.
2:11:22 AM		LIBx San 162252	Let me check the link
2:15:07 AM		LIBx San 162252	I wil check our next steps. Please give me 5 minutes.
2:21:03 AM		LIBx San 162252	LIBx San 162252 pushes page, http://support.dell.com/support/topics/global.aspx/support/dellcare/en/international_ownership_transfer_form1?c=us&cs=19&l=en&s=dhs&redirect=1
2:21:18 AM		LIBx San 162252	That is the correct link for the ownership transfer
2:21:41 AM		Kahran Singh	And what will the implications be for Aditi Technologies, as this is a corporate purchase?
2:23:23 AM		LIBx San 162252	No issues with that when the transfer is done. I also checked and there is no firmware available in our support website for that drive.
2:23:38 AM		LIBx San 162252	But I really suggest that ownership not be done now.
2:23:40 AM		Kahran Singh	yet…you put the drive into the computer.
2:24:18 AM		LIBx San 162252	That is why you should call the number in the UK so that this can be addressed asap
2:24:32 AM		Kahran Singh	I don’t want to fill out this form. As it was done for me, it should be done back. I don’t have time to change drives in my next 3 weeks here. If it needs to be shipped, it will be shipped to Seattle, and I’ll deal with it there.
2:24:48 AM		Kahran Singh	But I want this resolved, now, as I’ve already spent an hour with you now.
2:27:48 AM		LIBx San 162252	Even if we find out that the optical drive will be replaced I cannot create a dispatch for one to be sent in the states because the system is a UK system.
2:28:48 AM		LIBx San 162252	That is why the best option is to call the UK queue to have it serviced there.
2:29:40 AM		Kahran Singh	move the SYSTEM.
2:29:52 AM		Kahran Singh	I don’t understand why you won’t do this.
2:30:05 AM		Kahran Singh	I’ve you asked several times in several different ways.
2:30:10 AM		Kahran Singh	I don’t want it serviced in the UK
2:31:04 AM		LIBx San 162252	It is not thaT. I cannot fill out the form for you.
2:31:56 AM		System	The session has ended!