My niece just bought an XPSM1210 laptop with the PC Plus protection
plan. She tried to transfer some files from her old PC using a thumb
drive, but the CD drive was not showing up on the XPS. So she called
Dell, and the guy had her removing the CD drive from the laptop to
check the pins. She didn't know what the heck she was doing, and was
pretty upset about it, since at that point she'd had the thing for
less than an hour and already had to take it apart with a screwdriver.
Gotta wonder just when Dell's vaunted on-site service actually comes
into play. Does the thing have to be in more than 35 pieces scattered
on the floor before they'll come out? What if she had damaged
something while taking it apart?
--
I've wrestled with reality for 35 years,
and I'm happy to state I finally won out over it.
"Steve" <teu@qprc.inv> wrote in message
news:f85r03hevsofgdkovr5a8mdgd3r2j98702@4ax.com...
> My niece just bought an XPSM1210 laptop with the PC Plus protection
> plan. She tried to transfer some files from her old PC using a thumb
> drive, but the CD drive was not showing up on the XPS. So she called
> Dell, and the guy had her removing the CD drive from the laptop to
> check the pins. She didn't know what the heck she was doing, and was
> pretty upset about it, since at that point she'd had the thing for
> less than an hour and already had to take it apart with a screwdriver.
>
> Gotta wonder just when Dell's vaunted on-site service actually comes
> into play. Does the thing have to be in more than 35 pieces scattered
> on the floor before they'll come out? What if she had damaged
> something while taking it apart?
I'm confused. What does the CD drive not showing up on the laptop have to
do with trying to copy files from a USB flash drive? She should have flatly
refused to touch the laptop. I don't get why a tech would even suggest such
a step, especially with a brand new unit.
"Steve" <teu@qprc.inv> wrote in message
news:f85r03hevsofgdkovr5a8mdgd3r2j98702@4ax.com...
> My niece just bought an XPSM1210 laptop with the PC Plus protection
> plan. She tried to transfer some files from her old PC using a thumb
> drive, but the CD drive was not showing up on the XPS. So she called
> Dell, and the guy had her removing the CD drive from the laptop to
> check the pins. She didn't know what the heck she was doing, and was
> pretty upset about it, since at that point she'd had the thing for
> less than an hour and already had to take it apart with a screwdriver.
>
> Gotta wonder just when Dell's vaunted on-site service actually comes
> into play. Does the thing have to be in more than 35 pieces scattered
> on the floor before they'll come out? What if she had damaged
> something while taking it apart?
>
On-site still has an expectation that the user will do some amout of
troubleshooting, including something like removing the CD drive. It's the
industry standard, right or wrong.
She always had the option to refuse and return the laptop, although most
people won't.
"Kevin" <kevincf@excite.com> wrote in message
news:460d8b9e$0$516$815e3792@news.qwest.net...
>
> I'm confused. What does the CD drive not showing up on the laptop have to
> do with trying to copy files from a USB flash drive?
Based on my limited knowledge, absolutely nothing.
>She should have flatly refused to touch the laptop. I don't get why a tech
>would even suggest such a step, especially with a brand new unit.
Try gross incompetence. Though I am sure there are those that will attempt
to defend this action on the part of the the tech.
Irene wrote:
> "Kevin" <kevincf@excite.com> wrote in message
> news:460d8b9e$0$516$815e3792@news.qwest.net...
>> I'm confused. What does the CD drive not showing up on the laptop have to
>> do with trying to copy files from a USB flash drive?
>
> Based on my limited knowledge, absolutely nothing.
>
>> She should have flatly refused to touch the laptop. I don't get why a tech
>> would even suggest such a step, especially with a brand new unit.
>
>
> Try gross incompetence. Though I am sure there are those that will attempt
> to defend this action on the part of the the tech.
>
>
>
you guys do know, the CD Drive flaked out and is not recognized by the
Windows and not the Flash Drive not be recognized by Windows
I concede that I mis- read the post on that point. But I stand by the tech
being incompetent.
What other explanation(other than some goofy Dell corporate policy) would
there be for a tech to ask a girl(possibly young ?) that was obviously upset
about the prospect of taking apart a brand new(1 hour old) computer, to do
so.
"Dan Sgambelluri" <dsgambelluri@shaw.ca> wrote in message
news:3KhPh.1672$aG1.836@pd7urf3no...
> Irene wrote:
>> "Kevin" <kevincf@excite.com> wrote in message
>> news:460d8b9e$0$516$815e3792@news.qwest.net...
>>> I'm confused. What does the CD drive not showing up on the laptop have
>>> to do with trying to copy files from a USB flash drive?
>>
>> Based on my limited knowledge, absolutely nothing.
>>
>>> She should have flatly refused to touch the laptop. I don't get why a
>>> tech would even suggest such a step, especially with a brand new unit.
>>
>>
>> Try gross incompetence. Though I am sure there are those that will
>> attempt to defend this action on the part of the the tech.
>>
>>
>>
> you guys do know, the CD Drive flaked out and is not recognized by the
> Windows and not the Flash Drive not be recognized by Windows
Irene wrote:
> I concede that I mis- read the post on that point. But I stand by the tech
> being incompetent.
> What other explanation(other than some goofy Dell corporate policy) would
> there be for a tech to ask a girl(possibly young ?) that was obviously upset
> about the prospect of taking apart a brand new(1 hour old) computer, to do
> so.
>
They were just following their policy which is the pretty much the same
policy as other computer brands
"and was pretty upset about it"
Other than the OP stating the above we know very little.
We certainly do not know the tech had reason to know the girl "was
obviously upset"
The niece conveyed that to the aunt but for now we have no idea if it
was also conveyed to the tech.
Young is irrelevant since age has little to do with it.
We do know the niece bought it which suggests some level of maturity.
However if you assume as you did...
"Irene" <girlsrule@msn.com> wrote in message
news:i7GdnQMqhZdZNpDbnZ2dnUVZ_o-knZ2d@hawaiiantel.net...
>I concede that I mis- read the post on that point. But I stand by the
>tech being incompetent.
> What other explanation(other than some goofy Dell corporate policy)
> would there be for a tech to ask a girl(possibly young ?) that was
> obviously upset about the prospect of taking apart a brand new(1
> hour old) computer, to do so.
Steve;
She needs to read her warranty closely.
I am not sure of the specifics of that particular warranty but many
have the customer perform the troubleshooting with the tech on the
phone.
Basic removal such as drives and memory are normal and expected.
Then when a hardware fault is determined, an onsite tech is sent to
replace the part.
Generally onsite does not troubleshoot, they replace parts after
troubleshooting has been completed.
If she had damaged something, it would have been covered in warranty.
She should consider returning and reordering.
Another option is have a trusted and competent friend help.
"Steve" <teu@qprc.inv> wrote in message
news:f85r03hevsofgdkovr5a8mdgd3r2j98702@4ax.com...
> My niece just bought an XPSM1210 laptop with the PC Plus protection
> plan. She tried to transfer some files from her old PC using a thumb
> drive, but the CD drive was not showing up on the XPS. So she called
> Dell, and the guy had her removing the CD drive from the laptop to
> check the pins. She didn't know what the heck she was doing, and was
> pretty upset about it, since at that point she'd had the thing for
> less than an hour and already had to take it apart with a
> screwdriver.
>
> Gotta wonder just when Dell's vaunted on-site service actually comes
> into play. Does the thing have to be in more than 35 pieces
> scattered
> on the floor before they'll come out? What if she had damaged
> something while taking it apart?
>
>
> --
>
> I've wrestled with reality for 35 years,
> and I'm happy to state I finally won out over it.
>
> ...Mary Chase
"Jupiter Jones" <jones_jupiter@hotnomail.com> wrote:
>I am not sure of the specifics of that particular warranty but many
>have the customer perform the troubleshooting with the tech on the
>phone.
>Basic removal such as drives and memory are normal and expected.
Dunno, seems to me that most non-techie laypersons would be taken
aback at having to open up a brand new computer to do troubleshooting,
particularly when they purchased an on-site service warranty.
>Then when a hardware fault is determined, an onsite tech is sent to
>replace the part.
Just curious, does anyone know of an instance in which there was
actually on-site service? Who performs the service? Does Dell
contract this out to somebody else?
--
If you're not part of the solution, you're part of the precipitate.
Dell service 
Linear Mode
