The past few weeks my laptop has been doing strange things. At random, it wouldn't detect the network or wireless card, it detected unknown new hardware, the USB drive worked only with a few things, and sometimes the power button had to be pushed two or three times before it would come on. All this happened randomly, sometimes together, sometimes alone, but it was always something.
The IT person here at the Center is fabulous. He actually is very knowledgeable and helpful, unlike most IT people I have experienced. I was hoping he could fix it but when we realized he couldn't (which was a couple weeks ago) we decided it was time for me to call Dell technical support because my laptop is under a full warranty. I could even drop it and they will replace it.
I have never had a problem with Dell support, I always got what I needed handled by the appropriate person. I've been procrastinating because I wasn't looking forward to going through all the steps in the support persons "script" because they "have to." (The quotes are from a support person I spoke to a few years ago.) I needed a block of time to deal with it at work (I wasn't wasting time at home, I'm usually too tired anyway) and that time was today. I checked my email this morning, walked away to set-up an experiment, and when I came back my computer was off. And wouldn't turn back on. Looking on the bright side, I thought "at least I won't be on with tech support for long, there is only so much to try when the computer won't even turn on." I should have known better. I really should have.
Here is an abbreviated version of what occurred.
Tech#1: Hello, this is tech support, may I have your service tag?"
Me: Don't you want the express service code?
Tech#1: No, I need your service tag.
Me: 12A34
Tech#1: Okay, you have a model A, correct?
Me: No, I have a model B.
Tech#1: Do you still own this computer?
Me: Yes, it's sitting right in front of me, that's why I'm calling.
(Duh.)Tech#1: Has it always been yours?
Me: Yes, why?
Tech#1: Well, according to our records, you have a model A, the ownership has been transferred to someone else, and the warranty is expired.
Me: No, it isn't.
Tech#1: What is your service tag again?
I repeat it, he still gets the same thing. We argue for a while, with me becoming progressively pissed, and him getting more rude. Finally . . .
Me: Well, your information is wrong.
Tech#1: Let me talk to my manager.
After several minutes . . . .
Tech#1: You need to talk to customer service.
Me: You're kidding me.
Tech#1: (in a snotty voice) No, you need to talk to customer service and verify that the computer belongs to you.
Me: (fuming) Can you transfer me?
Rude Tech#1 proceeds to transfer me and disconnects me in the process. I then go online using the work computer and get the customer service number. I call customer service which has an automated voice telling me there is a wait due to high call volume. In the meantime, I have to get work done so I put the call on speaker phone, I take my cells out of the fridge, then someone picks up. I flag down Ding to put my stuff back in the fridge for me. I immediately start loudly complaining to customer service (CS) about what Tech#1 told me then apologized for being rude to him, I know it wasn't his fault, but I'm pissed.
CS: Can I have your service tag please.?
Me: 12A34
CS: Can you tell me the model please?
Me: Model B.
CS: Ah, are you sure?
Me: Yes, I'm sure. (
Of course I'm sure! It's sitting right here in front of me. If I get one more stupid question I'm going to scream!)CS: That's not what I'm seeing in your account.
I then go into a tirade about how I'm looking at my Dell account online, on the Dell website, and it's telling me that it's the correct computer, it's mine, and the warranty is good until 2008. How can he possible be looking at something different! He then repeats the service tag, which is wrong. He types it in properly and all of my information comes up correctly. He is extremely amused that all the confusion was due to a phonetic misunderstand. Aaaaaaahhhhhhhhh! Rude, and now Stupid, Tech#1 got the service tag wrong three times. What a colossal waste of my time. CS now transfer me to tech support. Again, I am on hold, so I try to do work, take my cells out of the fridge, only to have someone answer the phone. This time I flag down Apple to put my cells back.
Tech#2: Can I have your express service code?
Me: Everyone else wanted the service tag.
Tech#2: No, I need your express service code please.
I give him the number and all of my account information appears correctly. The express service code is all numbers, unlike the service tag (where a letter caused all the confusion), but that shouldn't have mattered because I speak clearly.
Verdict - I need to get a new motherboard. Since the hard drive doesn't need to be replaced, just the motherboard, my computer is in a temporary coma. Not usable, but all the information in it is not lost, so it's not dead.