Dell Un-Support chat

Author	All Replies
ctceo Premium join:2001-04-26 South Bend, IN Reviews: ·magicjack.com ·AT&T U-Verse	Dell Un-Support chat 00:48:55 System »CHATLINK 00:48:55 System You are now being connected to an agent. Thank you for using Dell Chat 00:48:55 System Connected with Gurmeet_219258 00:49:00 Gurmeet_219258 Welcome to Dell Technical Chat! May name is Gurmeet. How may I assist you? 00:49:08 Xxxx Xxxxxx Hello Gurmeet. 00:50:12 Xxxx Xxxxxx Hello? 00:51:10 Gurmeet_219258 Sean, you are connected with Dell Technical Chat, my name is Gurmeet. How may I assist you? 00:51:20 Xxxx Xxxxxx How are you? 00:51:45 Gurmeet_219258 I am good! Thank you for asking. 00:52:09 Xxxx Xxxxxx Your Welcome. I have a quick question regarding a PC my mother gave me for my birthday. 00:53:24 Gurmeet_219258 I'll be happy to attend the issue and provide you the relevant assistance. 00:53:44 Xxxx Xxxxxx My dad kinda messed up BIOS access and set an HDD password which we were able to figure out, But I feel that he has tinkered with the BIOS and set a password there as well. He doesn't remember setting a BIOS password. I had to explain to him that HDD and BIOS passwords were two separate areas pf PC access. 00:54:05 Xxxx Xxxxxx IS there a way to recover the BIOS passowrd aside from tearing the laptop open and jtagging the BIOS? 00:55:47 Xxxx Xxxxxx The PC still has 70 Days of warranty left, and I'm determining what to do wit the computer. This largely depends on if I can access the BIOS. I have a feeling he set some APCI features too low and the pc falls asleep WAY too soon. 00:55:55 Xxxx Xxxxxx If I cant fix it the PC is useless to us. 00:56:26 Gurmeet_219258 We apologize for all the inconvenience being caused. 00:56:31 Gurmeet_219258 Sean, we've the option to provide you the BIOS password. We'll try if that helps to resolve the issue. 00:56:49 Xxxx Xxxxxx That would be great. I appreciate any assistance you can give. 00:57:01 Gurmeet_219258 However, before we proceed I'd like to inform that this computer shows to be registered on name of retailer. 00:57:11 Gurmeet_219258 Let's register the computer on your name. 00:57:20 Gurmeet_219258 Please provide your complete first and last name, billing address(including the name of city, state and zip code), phone number and date of purchase. 00:58:41 Xxxx Xxxxxx Okay. As I said My mom and Dad bought it about November'ish of last year. My Name and address is: Xxxx Xxxxxx , Somewhere, IN, nnnnn 00:59:31 Gurmeet_219258 May we put the date of purchase a 11/30/2011? 00:59:48 Xxxx Xxxxxx Their address to assist you with confirmation is Somewhere, Indiana, nnnnn 01:00:00 Xxxx Xxxxxx That would be fine. 01:00:06 Gurmeet_219258 Thank you 01:00:21 Gurmeet_219258 Xxxx, I've your phone number on the record as nnn-nnn-nnnn. 01:00:31 Xxxx Xxxxxx Thats correct. 01:00:41 Gurmeet_219258 Is there any alternate phone number that you'd like to provide? 01:00:50 Xxxx Xxxxxx None at this time. 01:01:41 Gurmeet_219258 Okay 01:01:46 Gurmeet_219258 May I know the best time to reach you, along with your time zone? 01:01:57 Gurmeet_219258 In case a follow up is required for the ongoing issue? 01:02:22 Xxxx Xxxxxx Anytime is fine. Indiana (East) or US & Canada Adjust for DST. 01:03:15 Gurmeet_219258 Would it be fine to contact you between 4 PM and 7 PM EST? 01:03:27 Xxxx Xxxxxx It wont be an ongoing issue. If it is not rescuable tonight I will gut the pc and fix it manually. 01:03:32 Xxxx Xxxxxx thats fine. 01:03:51 Gurmeet_219258 Thank you for providing the contact details. 01:04:06 Gurmeet_219258 Sean, do you have the computer nearby? 01:04:43 Xxxx Xxxxxx Yes, The unlock Key hint number is F6E624D9 01:05:31 Gurmeet_219258 Thank you. 01:06:09 Xxxx Xxxxxx I've done this a few times before as I am in the Custom PC business myself, I just don't normally work on laptops. Been in the firld for 17+ years. 01:06:29 Xxxx Xxxxxx firld = field. 01:06:55 Xxxx Xxxxxx Started when the Pentium 50 first hit the market. 01:07:10 Xxxx Xxxxxx Whew just typing that kicked up some dust. 01:07:20 Gurmeet_219258 Sean, I'll provide you the password. Please enter the provided password. After you enter the password, please press the 'Ctrl' + 'Enter' key combination to submit the password. 01:07:22 Xxxx Xxxxxx My first PC was a C=64 01:07:41 Gurmeet_219258 Password: xzzwd72r 01:08:19 Xxxx Xxxxxx Next 01:08:28 Xxxx Xxxxxx Invalid Password 01:08:47 Xxxx Xxxxxx Again? 01:09:21 Gurmeet_219258 Please allow me 1-2 minutes while I provide the next password. 01:09:29 Xxxx Xxxxxx kk 01:10:20 Xxxx Xxxxxx Does it matter wether I use left or right ctrl? 01:10:30 Gurmeet_219258 Sean, we'll pull the system to depot as it has the return to depot warranty for further resolution. 01:10:34 Xxxx Xxxxxx I know on some laptops it does. 01:10:41 Gurmeet_219258 A team of technicians will work on your system and will replace the required parts to make sure that the system is working fine before sending it back to you. 01:10:59 Xxxx Xxxxxx No thank you. 01:11:24 Xxxx Xxxxxx I will be very buzy on travel in the winter and will be leaving in a few days, I cannot wait. 01:11:36 Xxxx Xxxxxx we can continue with the password recovery. 01:12:15 Xxxx Xxxxxx So what is the next passowrd. 01:12:31 Gurmeet_219258 We value your time, please allow me 2-3 minutes while I pull the next password. 01:12:38 Xxxx Xxxxxx Thank You. 01:12:59 Xxxx Xxxxxx I have plenty tonight and tomorrow, after that I will be VERY buzy 01:13:26 Gurmeet_219258 Thank you. 01:13:51 Gurmeet_219258 Thank you for staying online, I appreciate your patience. 01:13:56 Gurmeet_219258 Password: w3g9n0cz 01:14:07 Xxxx Xxxxxx Nota problem, dont rush, take your time, I'll go get a can of soda. 01:14:16 Gurmeet_219258 Sean, it would not matter if you press any 'Ctrl' key. 01:14:30 Xxxx Xxxxxx ok 01:14:43 Xxxx Xxxxxx got my drink too, fridge is only a few steps away from desk. 01:15:15 Xxxx Xxxxxx n "zero" cz? 01:15:56 Gurmeet_219258 Yes 01:16:05 Xxxx Xxxxxx Okay, Next password. 01:16:16 Xxxx Xxxxxx I know theres three 01:16:26 Gurmeet_219258 Okay 01:16:28 Xxxx Xxxxxx then it generates another hash and then the passowrd override. 01:16:47 Xxxx Xxxxxx Or something of that nature. 01:16:51 Gurmeet_219258 Please use the next password. 01:16:55 Xxxx Xxxxxx yes. 01:16:55 Gurmeet_219258 Password: 79j3sqba 01:17:46 Xxxx Xxxxxx BB9E5BC3 01:18:22 Gurmeet_219258 Thank you 01:18:42 Gurmeet_219258 Please allow me another 2-3 minutes, may I place the session on hold? 01:19:32 Xxxx Xxxxxx Sure 01:19:37 Xxxx Xxxxxx Take your time, no rush 01:19:51 Xxxx Xxxxxx Should I restart the PC in the meantime? 01:20:00 Xxxx Xxxxxx This is the step where it locks 01:20:12 Gurmeet_219258 Thank you. 01:20:17 Gurmeet_219258 Thank you for staying online, I appreciate your patience. 01:20:50 Xxxx Xxxxxx No problem. Take a drink yourself or whatever you need to do, Should I restart the laptop while I wait? 01:21:37 Gurmeet_219258 Sean, I tried to get more password, however, the next best option is to replace the motherboard. I understand that you'd not be able to wait for such long so that the computer is repaired at depot. 01:22:32 Gurmeet_219258 We've the option to arrange a technician visit. The motherboard will be replaced without charge, however, the cost for technician visit will be $39. 01:23:06 Xxxx Xxxxxx Wish I had the time and money. I appreciate what you were able to do to this point. 01:23:47 Gurmeet_219258 We recommend you to extend the warranty before it expires. Would you like me to provide the pricing details? 01:24:33 Xxxx Xxxxxx No thank you. I'll probably have to open the laptop up, take out the CMOS battery and short the BIOS password jumpers manually. But ahin Thank YOu. 01:24:43 Gurmeet_219258 Is there anything else regarding your Dell system that you need help with? 01:24:46 Xxxx Xxxxxx We can try the reset again if you like 01:25:12 Xxxx Xxxxxx But aside from that I have no cash and will be away, so no time to wait. 01:25:42 Gurmeet_219258 We apologize, the set of password did not work. 01:25:42 Gurmeet_219258 Are you satisfied with the level of service provided to you on this interaction? 01:26:57 Xxxx Xxxxxx I am satisfied with your professional courtesy and time, However we were not able to resolve the issue at hand. But that is not a big issue, it will be quicker for me to open the laptop and fix it manually. I won't have to pay for a technician or wait for it to return. 01:27:42 Gurmeet_219258 The reference number for today's interaction is nnnnnnnnn 01:27:47 Gurmeet_219258 In future you may also log onto our support website www.dell.com/support (file://www.dell.com/support) for guidelines and basic troubleshooting steps on common issues. 01:27:52 Gurmeet_219258 Thank you for choosing Dell. We appreciate your business. 01:27:57 Gurmeet_219258 Good night! 01:27:57 System Gurmeet_219258 has left this session! 01:27:57 System The session has ended! -- ---- As long as superstition prevails, we will fall short of eradicating war, poverty, and hunger. -J. Fresco khanacademy.org en.lernu.net www.k12.com churchofreality.org kopimistsamfundet.se zeitnews.org thezeitgeistmovement.com thevenusproject.com ---
	to forum · permalink · 2012-08-17 01:40:00 ·

bbear2 Premium join:2003-10-06 94045 kudos:3	Dang you have lots of patience with this robotic support model. It's nothing more than a flow chart with canned responses. Why do they even bother with a person
	to forum · permalink · 2012-08-17 20:56:11 ·
Ghastlyone Premium join:2009-01-07 Las Vegas, NV kudos:2	reply to ctceo Dell used to have one of the best customer support systems around, right? I used some support from them probably 8 years ago, I don't remember it ever being that bad.
	to forum · permalink · 2012-08-18 11:19:58 ·
ctceo Premium join:2001-04-26 South Bend, IN Reviews: ·magicjack.com ·AT&T U-Verse	At this point since I can't even find the CMOS reset jumper ,likely without dismantling the whole damn thing, I could use any help anyone could give. I've read stories about people bricking their laptops using the debug methos, and people slowing their PC WAY down using a bootable CMOSPwd program.
	to forum · permalink · 2012-08-18 13:34:40 ·
CylonRed Premium,MVM join:2000-07-06 Bloom County	reply to Ghastlyone Small Business support is in the US and the only way to go. This should be in the other thread since it is part of the same issue. -- Brian "It drops into your stomach like a Abrams's tank.... driven by Rosanne Barr..." A. Bourdain
	to forum · permalink · 2012-08-18 14:39:23 ·
CylonRed Premium,MVM join:2000-07-06 Bloom County	reply to ctceo You pretty much have to take apart any laptop to get to the motherboard. Dells site has good manuals for taking them apart step by step. -- Brian "It drops into your stomach like a Abrams's tank.... driven by Rosanne Barr..." A. Bourdain
	to forum · permalink · 2012-08-18 14:40:28 ·
Ghastlyone Premium join:2009-01-07 Las Vegas, NV kudos:2	reply to ctceo I took apart my wifes Toshiba Satellite 3 times to clean the dust out. Those laptops are terrible for dust collection. They are a pain the ass to take apart and put back together. I had the hardest time reconnecting the keyboard and built in mouse touch pad because of the limited amount of room to work. They isn't much plug length for those components. There was about a 1000 screws to keep track of also.
	to forum · permalink · 2012-08-18 14:50:35 ·
psafux Premium,VIP join:2005-11-10 kudos:2	said by Ghastlyone: There was about a 1000 screws to keep track of also. Dells and Toshiba's are far different when it comes to tearing them apart. Dell does a decent job for the most part, some of the newer models are kind of a pain but not nearly as bad as Toshiba & IBM/Lenovo have always been. It may sound silly but it doesn't hurt to take a regular 8.5 x 11 piece of paper and make a diagram of the back of the system on it. Mark where the battery is or the front/back so you don't get confused later. As you remove screws place them near the appropriate "hole" on the diagram. Makes reassembly 10 times easier. When I start removing things from the inside of the system, I put screws back in the same holes when possible, turning them just a bit so they stay put. Often once the components are removed the screws can stay with them without issue. Just had a Lenovo down to the board last week, not exactly fun, but there are ways to make it less painful.
	to forum · permalink · 2012-08-18 15:08:05 ·
ctceo Premium join:2001-04-26 South Bend, IN	reply to CylonRed Is there a way you could merge them?
	to forum · permalink · 2012-08-19 21:50:38 ·
pnjunction Teksavvy Extreme Premium join:2008-01-24 Toronto, ON kudos:1	reply to ctceo I'm not sure what else you expected. Trying those passwords was a waste of time, it's messed up beyond what anyone can help you with remotely, but really you should have known that. Your options were to hack at it yourself, send it in or pay for the tech visit and I think those options were presented eventually. Chat support is almost always very wooden and scripted but in the end they do what they can most of the time.
	to forum · permalink · 2012-08-20 13:13:03 ·
CylonRed Premium,MVM join:2000-07-06 Bloom County	reply to ctceo said by ctceo: Is there a way you could merge them? I am not a moderator...
	to forum · permalink · 2012-08-20 13:46:01 ·
ctceo Premium join:2001-04-26 South Bend, IN	My bad. I thought I saw MOD, not MVM. I need new glasses as s well apparently. lol.
	to forum · permalink · 2012-08-21 05:45:30 ·
Cthen join:2004-08-01 Detroit, MI Reviews: ·Verizon Wireless.. ·Comcast	reply to ctceo Doesn't look like Dell was at fault here. They tried correct your daddy's screw up but how can they do that if they don't know what password your daddy used? Heck not even your daddy knew what it was and they set it! From what i read there, it should be the support rep making a complaint post about the latest PEBKAC issue they ran into for that day. -- "I like to refer to myself as an Adult Film Efficienato." - Stuart Bondek
	to forum · permalink · 2012-08-21 08:01:54 ·
CylonRed Premium,MVM join:2000-07-06 Bloom County	I believe the point is - it came from QVC with a password supposedly.
	to forum · permalink · 2012-08-21 08:40:57 ·
ctceo Premium join:2001-04-26 South Bend, IN	Yes, correct. When the setup wizard initially happened he was asked to set an HDD password. There was never any mention of a BIOS password. UI remember when he called me and asked why the BIOS was locked from the box.
	to forum · permalink · 2012-08-21 13:25:12 ·
ctceo Premium join:2001-04-26 South Bend, IN Reviews: ·magicjack.com ·AT&T U-Verse	reply to ctceo UPDATE: Started to experience an entirely new problem with the same laptop. Random Power-Offs. Managed to convince dell un-support this time to send a repair technician free of charge. They wanted to charge me $42 even though it was covered under warranty and workmanship warranty, which is also covered by a recall on portions of the chipset used on that mainboard. The nature of the shut-downs is totally random and has happened as soon as a few seconds into the dell logo screen. -- ---- As long as superstition prevails, we will fall short of eradicating war, poverty, and hunger. -J. Fresco khanacademy.org en.lernu.net www.k12.com churchofreality.org kopimistsamfundet.se zeitnews.org thezeitgeistmovement.com thevenusproject.com ---
	to forum · permalink · 2012-09-26 16:21:02 ·
Jan Janowski join:2000-06-18 Skokie, IL	reply to ctceo Similar to my experiences.... Call 1. W7 support on my wife's Dell Laptop: "Cannot be done" --- We did it... Call 2. Faster drive.... No, can only support 5400 RPM drives... --- We did it, and in fact, now has 2 momentus XT drives! Call 3. Intermittant connection between Display and motherboard... "We sell computers, not parts" ---- Got repair part online... Fixed. Call 4. CPU upgrade... "Cannot be done" --- Called same part place as above.. They sold me new, faster CPU that swapped out and ran fine without reload of OS. Call 5. Ram upgrade. "Cannot go larger than 4Gb of Ram" --- We now have 6 Gb of ram in it, and works beautiful! Needless to say, the W7-64, Fast hard drive, CPU, & Ram upgrades extended the life of the laptop... But Dell said each could not be done!!! -- Looking for 1939 Indian Motocycle
	to forum · permalink · 2012-09-28 07:27:41 ·
Shootist Premium join:2003-02-10 Decatur, GA kudos:3 Reviews: ·AT&T Southeast	reply to ctceo Sorry but this is NOT Dells Problem. It is the FOOL that set the BIOS and HDD passwords in the first place and did NOT WRITE them DOWN. You're Lucky Dell even tried to help you. Good Luck. -- Shooter Ready--Stand By BEEP ********
	to forum · permalink · 2012-09-30 11:45:59 ·
ctceo Premium join:2001-04-26 South Bend, IN	Well, fortunately I know it wasn't me, and since QVC wont ack. that it was them, It must be a BIOS problem, which, yup, you guessed it, was dell's problem since they honor the warranties that are ar on all QVC sold dell machines..
	to forum · permalink · 2012-09-30 12:11:24 ·

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