Roddy, $88 Later

What a long strange trip it was too!

From: Scott Royall [mailto:royall@conchbbs.com]
Sent: Wednesday, April 15, 2015 21:46
To: Carlos_Castro1@Dell.com
Subject: RE: Roddy, $88 Later

Carlos,

Funny, I was just about to write to you on this very subject. The case notes are only partially correct; the tech did fix the hardware issues after two attempts, but she didn’t even check the Device Manager. If she had, she would’ve noticed that the Intel graphics drivers still weren’t loading correctly. Of course the field techs do not deal with software, but this problem turned out to be in that nebulous middle ground known as “firmware,” as you’ll see.

Since the drivers still refused to be re-installed, I decided to follow Eddie’s suggestion and apply the scorched policy of software maintenance. That means, reformat and start fresh. There was just one problem with that approach, however. The Windows 7 Ultimate setup program would run most of the way through, and then abort with the cryptic error message that it couldn’t configure Windows to run on that computer’s hardware.

WTF!

I even tried to reload the existing system image from backups, and Setup refused that too. Time to get an ISO of 8.1 Pro for $88. Actually, I just needed the product key, but anyway. That version of Setup wouldn’t complete either, but at least it gave me an useful error message.

It turns out that there’s a slight incompatibility between modern motherboards with UEFI and HDs that are still formatted for Master Boot Records. The new UEFIs really want the HDs to be formatted for GPTs.

Scott

From: Carlos_Castro1 [mailto:Carlos_Castro1]
Sent: Wednesday, April 15, 2015 19:48
To: royall
Subject: RE: Roddy

Hello Scott,

I am following up to check if the computer is now up and running now!

According to the case the tech did replace the parts and everything was left up and running but I would like to confirm that with you before I close the case!

Thank you for all the help during the process!

Regards,

From: Scott Royall [mailto:royall]
Sent: Wednesday, April 08, 2015 3:18 PM
To: Castro1, Carlos
Cc: Matos, Eddie; Villalta, Erick; Padua – Mateo, Bernadete; ka7780
Subject: RE: Roddy
Importance: High

Carlos,

A technician was here earlier today, and Roddy is now flat-lined. The technician believes the new motherboard is DOA, and she may be right. However, she also admitted she wasn’t very familiar with the teardown and rebuild procedures for Alienware laptops. We know how finicky these things can be, and I wasn’t monitoring the technician as closely as I could’ve. There have been some unfortunate changes with the local service contractor which result in random assignment of tickets. That means you never if the technician you get has any experience with your model of computer.

Would you please send copies of whatever teardown and rebuild procedures Dell has online internally for Roddy and Lilly? That way, I’ll have the info on-hand, and can just plop printouts down in front of whoever is working on either of my active-duty machines. Yeah, I may be technically asking for company confidential material, but I think Eddie will readily agree I have a legitimate need since we all know I don’t deal with the repair depots.

Scott

From: Carlos_Castro1 [mailto:Carlos_Castro1]
Sent: Monday, April 6, 2015 8:54 PM
To: royall
Cc: Eddie_Matos; Erick_Villalta; Bernadete_Padua
Subject: RE: Roddy

Thank you!

I will place the Dispatch to replace the motherboard and the keyboard for your computer immediately!

I will also send you an email confirmation with all the details!

Thank you!

Carlos Castro G.

Client Tech Supt Sr. Associate

Social Media and Community Professional

Dell | Alienware Technical Support

My work schedule is 4 pm – 11 pm CST Sunday to Thursday.

Follow us in Social Media and Communities to stay on top of the latest solutions from our experts!

If you still require assistance, please forward this email to AWCC-Resolution_Experts and include a brief description of the issue you are experiencing, the best time to call you when you will be at your system and available to troubleshoot with the technician and phone number(s) where you can be reached.

Please visit http://support.dell.com/Alienware for the newest content, FAQ’s and most common solutions for all Alienware platform

From: Scott Royall [mailto:royall]
Sent: Monday, April 06, 2015 7:44 PM
To: Castro1, Carlos
Cc: Matos, Eddie; Villalta, Erick; Padua – Mateo, Bernadete
Subject: Re: Roddy

Indeed. 🙂

On Mon, Apr 6, 2015 at 8:41 PM, <Carlos_Castro1> wrote:

Hello Scott,

Just to confirm:

The Service Tag for Roddy is (539SFV1)?

Regards

From: Scott Royall [mailto:royall]
Sent: Monday, April 06, 2015 2:34 PM
To: Castro1, Carlos
Cc: Matos, Eddie; Villalta, Erick; Padua – Mateo, Bernadete
Subject: Roddy

Carlos,

Yup, Roddy needs a motherboard and a keyboard (the “5” broke, and I don’t know how).

Scott

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