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ctceo
Premium
join:2001-04-26
South Bend, IN
Reviews:
·Virgin Mobile Br..

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
---

bbear2
Premium
join:2003-10-06
94045
kudos:5

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



Ghastlyone
Premium
join:2009-01-07
Las Vegas, NV
kudos:5
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.



ctceo
Premium
join:2001-04-26
South Bend, IN
Reviews:
·Virgin Mobile Br..

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.



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



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



Ghastlyone
Premium
join:2009-01-07
Las Vegas, NV
kudos:5
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.



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.


ctceo
Premium
join:2001-04-26
South Bend, IN
reply to CylonRed

Is there a way you could merge them?



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.



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...


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.



Cthen

join:2004-08-01
Detroit, MI
Reviews:
·Verizon Wireless..
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



CylonRed
Premium,MVM
join:2000-07-06
Bloom County

I believe the point is - it came from QVC with a password supposedly.



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.



ctceo
Premium
join:2001-04-26
South Bend, IN
Reviews:
·Virgin Mobile Br..
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
---


Jan Janowski
Premium
join:2000-06-18
Skokie, IL
Reviews:
·Comcast
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


Shootist
Premium
join:2003-02-10
Decatur, GA
kudos:3
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 ********



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..