is a log of your session. Please save the log for your records.
| 04:05:15 | Session Started with Agent |
| 04:05:22 | William: "Hi" |
| 04:05:23 | Agent: "Thank you for contacting Dell XPS Premium Support. My name is XXXX and my rep ID number is #####. How may I help you today?" |
| 04:05:43 | William: "I was just talking with tech support about my XPL laptop." |
| 04:05:56 | William: "They tried to connect me to hardware support, but the connection failed" |
| 04:06:09 | William: "we are having trouble communicating, so I thought I'd try chat" |
| 04:06:25 | Agent: "I appreciate the opportunity to assist you with this issue." |
| 04:06:31 | Agent: "Please allow me 2 to 3 minutes to pull up your account information. In the meantime, May I have an alternate contact number and the best time to reach you if we have to follow up on the case?" |
| 04:06:52 | William: "the phone number I gave on the login screen here is good. Do you have it?" |
| 04:07:10 | Agent: "Yes." |
| 04:08:55 | Agent: "I see that you are contacting us regarding your XPS L401X , which has windows 7 as the Operating System. Am I correct?" |
| 04:09:12 | William: "yes" |
| 04:09:44 | Agent: "Okay." |
| 04:09:57 | Agent: "May i know what exactly is the issue?" |
| 04:11:13 | William: "THe computer started being slow... VERY slow. opening a folder window took 5 minutes" |
| 04:11:27 | William: "then i reinstalled the operating system.. but it hung during installation and did not complete" |
| 04:11:39 | William: "I ran diagnostics and got a disk error" |
| 04:11:59 | William: "2000-0146" |
| 04:12:13 | William: "it cannot boot at all" |
| 04:12:52 | Agent: "Okay." |
| 04:12:52 | William: "another diagnostic gave DTS Self-test Read error with number 0F00-065D" |
| 04:13:04 | William: "i'm getting tired of repeating this problem over and over again to different people" |
| 04:14:25 | Agent: "I will make sure that this would be the last time you the explain the issue , i will resolve it my the end of the chat." |
| 04:15:04 | Agent: "If you got 146 error we need to run the extended test on hard drive." |
| 04:15:12 | Agent: "Are we chatting from the same computer?" |
| 04:15:27 | William: "no (its broken :-)" |
| 04:16:12 | William: "how do I run the test?" |
| 04:17:05 | Agent: "Turn on the computer and keep on tapping f12 key on the keyboard." |
| 04:17:33 | William: "ok" |
| 04:17:42 | Agent: "I understand that but we need a code in order to replace the hard drive without which it cannot be processed." |
| 04:17:52 | William: "its fine" |
| 04:18:20 | William: "i've done the f12 step.. have the "please select boot device" screen. Please go as quickly as you can" |
| 04:20:36 | Agent: "Sure." |
| 04:20:42 | Agent: "Select diagnostics." |
| 04:21:00 | William: "there is no option named "diagnostics"" |
| 04:21:17 | William: "it has "har drive" "Cd drive" "Network" "Enter PSA+" and "Enter Setup"" |
| 04:21:58 | William: "the last person asked for "diagnostics" too. It annoys me that you do not know the options in your own product" |
| 04:22:33 | Agent: "William by default it should have the option." |
| 04:22:50 | William: "well.. it doesn't" |
| 04:22:53 | William: "i haven't done anything to the computer" |
| 04:23:08 | William: "PSA+ is "pre-boot system assesement" test" |
| 04:23:28 | Agent: "But as the hard drive has issue it is not displaying it select Psa++" |
| 04:24:59 | William: "if you say so" |
| 04:26:04 | Agent: "So once you select that it will run the test and give you the error 146 and after that it will asks you to continue the test or nor select continue." |
| 04:26:07 | William: "it is doing tests now.." |
| 04:26:18 | William: "yes, that is right" |
| 04:26:50 | William: "i've been waiting foryou to tell me what to do then" |
| 04:28:01 | Agent: "select continue and it will continue the test and give you some options let me know what are they?" |
| 04:28:37 | William: "it is continuing with memory test... it wil take about 5 minutes i think. there is no way to skip that test and get to the advanced options... so we must wait" |
| 04:28:59 | Agent: "Yes." |
| 04:34:35 | William: "ok.. it is done" |
| 04:34:48 | William: "it says "do you want to run the remaining tests?"" |
| 04:34:55 | William: "it will take 30 minutes or more" |
| 04:35:08 | William: "but i think these tests are different from the on-disk diagnostis" |
| 04:35:09 | Agent: "Select no." |
| 04:35:14 | William: "ok" |
| 04:35:21 | Agent: "And the it will give you options." |
| 04:35:25 | William: "booting utility partition" |
| 04:35:41 | William: "options: test memory/ test system/ exit" |
| 04:36:55 | Agent: "Select test system." |
| 04:37:09 | William: "ok.. its going" |
| 04:37:56 | William: "express test/ extended test/ custom test/ symptom tree" |
| 04:38:18 | Agent: "Select custom ." |
| 04:39:41 | William: "ok" |
| 04:39:45 | William: "(can you go faster?)" |
| 04:40:18 | Agent: "Sorry we need to run the tests then only we can see the error." |
| 04:40:30 | Agent: "Have you select custom?" |
| 04:40:47 | William: "yes. I already said "ok"" |
| 04:40:59 | Agent: "OK." |
| 04:41:05 | William: "I just want you to respond more quickly. I am waiting a long time between each message" |
| 04:41:21 | Agent: "Oh i am sorry you felt so." |
| 04:41:24 | Agent: "Sure." |
| 04:41:56 | Agent: "Now it will start the test and this test will take around 30 min." |
| 04:42:15 | Agent: "So if you want i can stay or i will give you a call." |
| 04:42:15 | William: "which tests should I select in the custom area?" |
| 04:42:35 | Agent: "Hard drive." |
| 04:42:59 | William: "hmm.. you did not say that before" |
| 04:43:23 | William: "which tests?" |
| 04:43:42 | Agent: "Hard drive extended test." |
| 04:43:52 | William: "that's not an option" |
| 04:43:55 | William: "it has" |
| 04:43:58 | William: "confidence" |
| 04:44:04 | William: "device quick check" |
| 04:44:09 | William: "derive self-test (short)" |
| 04:44:13 | William: "drive self-test (long)" |
| 04:44:16 | William: "read test" |
| 04:44:18 | William: "seek test" |
| 04:44:22 | William: "SMART test" |
| 04:44:25 | William: "Verify test" |
| 04:44:42 | Agent: "Drive self test long is know as extended test." |
| 04:44:46 | Agent: "So please select it." |
| 04:44:57 | Agent: "Known*" |
| 04:45:07 | William: ""known as" doesn't help me, since you are not using the same words as I'm seeing." |
| 04:45:26 | William: "just that one? nothing else?" |
| 04:45:26 | Agent: "It will take 30 min to complete this test ." |
| 04:45:38 | Agent: "Only that one." |
| 04:45:49 | William: "ok.. its running" |
| 04:45:56 | Agent: "Perfect." |
| 04:46:03 | William: "estimted completion time 113 minutes" |
| 04:46:20 | William: "ahh.. it failed already" |
| 04:46:33 | William: "0F00-075D" |
| 04:46:39 | Agent: "Okay what is the error message?" |
| 04:46:44 | William: "that is the error code" |
| 04:47:00 | William: "Msg: DISK -DST Sefl-test Read error" |
| 04:47:13 | William: "continue testing?" |
| 04:47:26 | Agent: "Yes." |
| 04:48:31 | Agent: "Is it running?" |
| 04:48:40 | William: "oh.. it seems to have stopped the test" |
| 04:48:49 | William: ""continue testing" seems to mean "select another test to run"" |
| 04:49:06 | William: "there is an "X" on that test, since it failed" |
| 04:49:34 | Agent: "In this case we will replace the hard drive." |
| 04:49:56 | Agent: "Are you comfortable in replacing the hard drive?" |
| 04:50:38 | Agent: "This is not to rush you, please respond if we are connected." |
| 04:50:47 | William: "ye" |
| 04:50:47 | William: "yes" |
| 04:51:00 | Agent: "Okay." |
| 04:51:21 | William: "yes, i can probably replace it, if its not too difficult" |
| 04:51:27 | William: "i have done things like this before" |
| 04:51:30 | Agent: "So i will send you the hard drive which will reach your place within 2 to3 business days." |
| 04:51:30 | William: "on computers" |
| 04:51:40 | William: "ok" |
| 04:51:42 | Agent: "Okay that really great." |
| 04:53:50 | Agent: "Thank you." |
| 04:54:44 | Agent: "You will also get a call from dell to check if the issue is resolved or not after 3 days ." |
| 04:54:53 | Agent: "And would there be anything else that I may assist you with today?" |
| 04:55:51 | Agent: "It was pleasure assisting you ." |
| 04:56:48 | William: "thanks" |
| 04:57:12 | Agent: "You are welcome." |
If you require further assistance, please visit us at support.dell.com