Regarding the Dell Computer (Incident: 30726783)

Mr. Murphy,

At a minimum, I must credit you for attempting to address my current dearth of skilled personnel. The executive summary of my response to your offer is that I would certainly be willing to meet with a representative of Mobile Mounts as there is nothing to be risked by doing so.

I note that Mobile Mounts is evidently not a regular member of the rehabilitative community, and I frankly regard that as a positive factor. Given your own extensive experience with rehabilitation organizations, you may have noticed a tendency to develop a suite of solutions that is then applied to the majority of cases with varying degrees of success. This tendency to standardize on a solution set is entirely understandable; nobody wants to keep reinventing the wheel. Yet, that sort of approach tends to become one more obstacle to people with my level of disability participating in society, because the individual characteristics of our disabilities and personalities often call for equally individualized engineering or application of diverse existing technologies.

In reference to safety, it is certainly important. However, each of us has to find our own balance between safety and functionalism. We all know the cliché that the safest course is to sit in a dark room and do nothing at all. Once you decide that is not acceptable for you personally, you necessarily start making trade-offs between safety and whatever it is you want to accomplish. I was a computer programmer for Shell Oil for 14 years, and my final location was a research facility where somewhat hazardous experiments were conducted routinely. Local management was initially alarmed that someone with my level of disability was transferred there, until the Health and Safety Director calmly pointed out that I had obviously decided to live my own life despite the fact that everything I did carried a somewhat elevated safety risk. Bright man. Although he had just met me, he correctly summed up my reality, and gave me credit for being capable to make my own responsible decisions. I believe Darrel also needs to follow that course. Every indication thus far is the problem I’m currently working is not due to your adapter or any part of it.

The photograph enclosed is roughly five years old, but it’s sufficient to give you a basic idea of what I’m doing with your products. It also shows that I too know a thing or two about service dogs.

Scott Royall

From: Dave Murphy [mailto:dave@lindelectronics.com]
Sent: Thursday, April 23, 2015 22:28
To: royall@conchbbs.com
Cc: Eddie_Matos@dell.com; Federico_Hernandez@Dell.com; Darrel Pinkston
Subject: Re: Regarding the Dell Computer (Incident: 30726783)

Hi Scott,

My name is Dave Murphy and I am the Vice President of Sales at Lind Electronics. My technical support engineer Darrel Pinkston, brought to my attention a recent problem we’ve encountered providing you with a sufficient product that meets your power supply needs. I want to begin by saying that we are sincere in looking to move forward and work together with you find a solution. A solution that both fulfills our commitment to safety and quality and meets your expectations as a customer. We sincerely appreciate the trust and loyalty you’ve place in us over the last several years.

I cannot be certain that you are only customer that uses our adaptors in tandem with a wheelchair, but I am however, proud that you have chosen us for what is a vital need. On a personal note, my wife and I are long time benefactors of two organizations dedicated to furthering the independence of individuals with physical disabilities. Helping Paws of Minnesota provides services dogs at no cost to those in need of an assistance animal and the Courage-Kenny institute assists people with rehabilitative services in a residential setting. My wife and I also have two golden retrievers who are registered therapy animals that have visited the Courage-Kinney Institute over the past ten years. She has worked with their adaptive water skiing program since 2003 as well.

Therefore, when I learned of the difficulties you were experiencing in using our adaptor to power your laptop, which is clearly an integral part of your independence, I wanted to find a solution. We have a long term partner that could come to your home and assist with testing and work with your system to try and optimize the wiring and connections to the battery. I have reached out to Mobile Mounts in Dallas and they said they’d be willing to help. They are a company that specializes in installing computers in all kinds of vehicles and they will be doing a project in Houston during the first part of May.

Again, please know that we are committed to working together with you to hopefully find a solution that is effective for you as well as fulfilling our safety requirements. I look forward to regaining your confidence in our products and integrity as a business. Please let me know if you would be interested in scheduling a time to meet with someone from Mobile Mounts to determine what we can do to resolve this situation.

Dave Murphy

VP Sales and Marketing

Lind Electronics

6414 Cambridge St.

Minneapolis, MN 55426

952-927-6303 phone

952-927-7740 fax

dave

www.lindelectronics.com

Begin forwarded message:

From: "Scott Royall" <royall>

Subject: FW: Regarding the Dell Computer (Incident: 30726783)

Date: April 22, 2015 2:04:53 PM CDT

To: <dpinkston>

Cc: <Eddie_Matos>, <Federico_Hernandez>

Darrel,

I said I didn’t have much alternative to doing business with you and sure enough, a situation pops up not a day later proving the point. Dell and I need your input on this matter. Salient points are:

· Your DE2090-3255 is rated at 240 watts by the laptop’s diagnostics.

· Laptop is only supposed to need 180 watts.

· Before you even ask, input voltage to adapter remains constant and the cigarette lighter plug isn’t even getting warm.

· Both the 240 and the 150W adapter exhibit the cycling behavior, but only when this particular laptop is heavily loaded.

Scott

From: Eddie_Matos [mailto:Eddie_Matos@Dell.com]
Sent: Wednesday, April 22, 2015 13:33
To: royall; Federico_Hernandez
Cc: Erick_Villalta
Subject: RE: Regarding the Dell Computer (Incident: 30726783)

Dell – Internal Use – Confidential

Please go ahead, would be very interested in hearing his opinion.

Thanks,

Eddie

From: Scott Royall [mailto:royall]
Sent: Wednesday, April 22, 2015 12:25 PM
To: Matos, Eddie; Hernandez, Federico
Cc: Castro1, Carlos; Villalta, Erick
Subject: RE: Regarding the Dell Computer (Incident: 30726783)

This is becoming even weirder. Out of curiosity, I recreated the conditions that cause the cycling behavior, and then looked down at the DC adapter. Yes, it’s cutting off every three seconds, but that leads to a bigger question. These adapters are reasonably intelligent, and the cycling behavior is a protective reaction to various conditions such as excessive current draw.

I would like your permission to add Lind’s head engineer to the discussion. I’ll even go ahead and answer his first question. The input voltage is steady and the cigarette lighter plug is cool to the touch so no need to point there.

From: Scott Royall [mailto:royall]
Sent: Wednesday, April 22, 2015 12:34
To: Eddie_Matos; Federico_Hernandez
Cc: Carlos_Castro1; Erick_Villalta
Subject: RE: Regarding the Dell Computer (Incident: 30726783)

Do you mean I’m once more cutting new trails (American colloquialism for exploring uncharted territory)? How very interesting!

Here’s another piece of the puzzle. This cycling behavior does NOT happen when Lilly is on her official AC adapter, which is weird since her own diagnostics say this DC adapter has 60 more watts available.

From: Eddie_Matos [mailto:Eddie_Matos]
Sent: Wednesday, April 22, 2015 10:42
To: royall; Federico_Hernandez
Cc: Carlos_Castro1; Erick_Villalta
Subject: RE: Regarding the Dell Computer (Incident: 30726783)

Dell – Internal Use – Confidential

Scott, I am adding Fede, my senior-est of techs to the thread.

Fede, please see below. My interpretation of Mr. Royall’s description would be the Hybrid Power Throttling issue that we’ve been working with product group. What do you think?

Eddie

From: Scott Royall [mailto:royall]
Sent: Tuesday, April 21, 2015 3:43 PM
To: Matos, Eddie
Cc: Castro1, Carlos; Villalta, Erick
Subject: RE: Regarding the Dell Computer (Incident: 30726783)

Eddie.

Funny that you should ask about the 180W adapter, because I was able to dodge storms and flat tires this weekend long enough to link up with a friend from West Texas who ordered one of those 180W adapters from that troublesome company up in Minnesota and added a cigarette lighter plug. The adapter is in place on the chair and working. In fact, I just ran the laptop’s diagnostics to see how many watts it thought the adapter was generating, and was surprised to see 240. That should be more than enough, but we do still have an anomaly (and that’s why I added Carlos and Erick to the distribution list).

If I put enough of a load on the system, it will start cycling back and forth between the battery and external power roughly every three seconds. This isn’t a big problem because I can configure the power plan so both modes appear to be the same on-screen, but I suppose it would eventually drain the battery if I somehow ran Lilly hard enough long enough. Then again, that would also tend to drain my wheelchair batteries so I’m unlikely to go to those extremes. It is, however, something for Alienware to dig into and investigate.

Scott

From: Eddie_Matos [mailto:Eddie_Matos]
Sent: Tuesday, April 21, 2015 14:39
To: royall
Cc: Bernadete_Padua
Subject: RE: Regarding the Dell Computer (Incident: 30726783)

Dell – Internal Use – Confidential

Great news on Lilly! Any issues with the 180 power requirements?

I’ll take care of Farat.

Thanks,

Eddie

From: Scott Royall [mailto:royall]
Sent: Tuesday, April 21, 2015 1:07 PM
To: Matos, Eddie
Cc: Padua – Mateo, Bernadete
Subject: FW: Regarding the Dell Computer (Incident: 30726783)

Eddie,

Would you please muzzle Farat? The poor guy has not a clue, and I seriously doubt Dedet’s “teeth” are sharp enough to make the slightest impression upon his hide.

In other news, “Lilly” is measuring up quite nicely to the reputation of its namesake and preceding M15. Not even bright sunlight or nasty weather have deterred it from its assigned tasks.

Scott

From: Farat_Herman [mailto:Farat_Herman]
Sent: Tuesday, April 21, 2015 11:36
To: royall
Subject: Regarding the Dell Computer (Incident: 30726783)

Dell Customer Communication

Dear Mr. Royall,

This is with reference to the correspondence that reached our corporate office. We appreciate you taking the time to bring this issue to our attention. I tried reaching you on 281-923-3594 to discuss the issue and left a voicemail as you were unavailable. Please provide an alternate phone number and the best time to reach you.

I am looking forward to a response from you at the earliest.

Regards,

Farat Herman

Dell | Advanced Resolution Group

Phone +1 800 624 9897 Ext.: 72-83898

My work schedule is from 8:00 am – 5:00 pm CST Monday to Friday.

P Please consider the environment before printing this e-mail.

Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

*******************************************************************************

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s