04/02/2008 03:35:50PM Session Started with Agent (SMB_JUAN_172630)
04/02/2008 03:35:59PM Agent (SMB_JUAN_172630): "Thank you for contacting Dell's Small and Medium Business Hardware Support, my name is Juan. How can I help you?"
04/02/2008 03:36:21PM Spencer Ragen: "My screen is having a weird issues with displaying things"
04/02/2008 03:36:36PM Spencer Ragen: "the bottom third or so is totally wrong."
04/02/2008 03:36:58PM Spencer Ragen: "I uploaded a video of it here:
http://www.youtube.com/watch?v=1xhNrWns848"
04/02/2008 03:37:10PM Spencer Ragen: "I'm wondering how I can get this fixed"
04/02/2008 03:37:27PM Agent (SMB_JUAN_172630): "To ensure we are working with the correct system, the model type is a Latitude D820?"
04/02/2008 03:37:36PM Spencer Ragen: "yes"
04/02/2008 03:37:40PM Agent (SMB_JUAN_172630): "What operating System are you running?"
04/02/2008 03:37:59PM Spencer Ragen: "I'm dual booting Ubuntu Linux and Windows XP Professional"
04/02/2008 03:38:24PM Agent (SMB_JUAN_172630): "What have you done to resolve the problem?"
04/02/2008 03:38:34PM Spencer Ragen: "Nothing"
04/02/2008 03:38:42PM Spencer Ragen: "I'm positive it is a hardware issue"
04/02/2008 03:38:51PM Spencer Ragen: "As it used to stop occuring if I moved the screen"
04/02/2008 03:39:06PM Spencer Ragen: "it also appears during the Dell boot loader and the BIOS screen"
04/02/2008 03:39:18PM Agent (SMB_JUAN_172630): "Just to let you know your Service contract will expire on 2009-09-14. are you chatting from the system in question?"
04/02/2008 03:39:30PM Spencer Ragen: "Yes I am"
04/02/2008 03:39:59PM Agent (SMB_JUAN_172630): "have you try to boot in safe mode to check if the problem is there?"
04/02/2008 03:40:07PM Spencer Ragen: "Yes"
04/02/2008 03:40:12PM Spencer Ragen: "it appears everywhere"
04/02/2008 03:40:16PM Spencer Ragen: "unless the power is off"
04/02/2008 03:40:25PM Agent (SMB_JUAN_172630): "Please give me 4-5 minutes while I look up some information on this issue."
04/02/2008 03:44:28PM Agent (SMB_JUAN_172630): "do you have an external monitor to attach to the system?"
04/02/2008 03:44:46PM Spencer Ragen: "No"
04/02/2008 03:45:53PM Agent (SMB_JUAN_172630): "Run the Preboot System Assessment (PSA/PSA+) To launch the PSA/PSA+ onboard diagnostics, perform the following steps: Power down the system if it is on. Press and hold the <Fn> key while pressing the power button and then release both buttons. The PSA"
  diagnostics sequence begins. Note: If the sequence does not begin, press and hold the Access Direct button or the speaker mute button above the keyboard while pressing the power button. Record the sequence of beeps in the log. If the computer s
  till has no video after emitting the tones,
04/02/2008 03:47:47PM Agent (SMB_JUAN_172630): "Perform that diagnostic, You will receive an e-mail with your case number or I can have it ready in 2-3 minutes. Do you want to wait?"
04/02/2008 03:48:25PM Spencer Ragen: "I can wait, but what is the Access Direct button?"
04/02/2008 03:49:30PM Agent (SMB_JUAN_172630): "is the one with a little house on it?"
04/02/2008 03:49:52PM Spencer Ragen: "I don't see any such button"
04/02/2008 03:50:34PM Agent (SMB_JUAN_172630): "where is locate it?"
04/02/2008 03:50:57PM Spencer Ragen: "What?"
04/02/2008 03:51:33PM Agent (SMB_JUAN_172630): "You are asking about the Access Direct Button. Correct?"
04/02/2008 03:51:56PM Spencer Ragen: "Yes"
04/02/2008 03:52:30PM Agent (SMB_JUAN_172630): "I will send you a link to locate the button that you are talking about. okay?"
04/02/2008 03:52:42PM Agent (SMB_JUAN_172630) sends page: "
http://support.dell.com/support/edocs/systems/latd820/en/ug/about.htm#wp1174231"
04/02/2008 03:54:06PM Spencer Ragen: "the Access Direct button is not listed there"
04/02/2008 03:54:34PM Agent (SMB_JUAN_172630): "where is locate it in your system?"
04/02/2008 03:55:02PM Spencer Ragen: "A "locate it" button?"
04/02/2008 03:56:14PM Agent (SMB_JUAN_172630): "Spencer, I am asking you. Where is locate it the button that you are asking for? in your system"
04/02/2008 03:56:52PM Spencer Ragen: "What button? I do not see an "Access Direct" button on my system or on that page."
04/02/2008 03:58:02PM Agent (SMB_JUAN_172630): "Spencer, You are asking about a Access Direct Button. Would you please be more specific about your question.?"
04/02/2008 03:58:35PM Agent (SMB_JUAN_172630): ".....an Access*"
04/02/2008 03:58:43PM Spencer Ragen: "I don't know, you told me there was an Access Direct button"
04/02/2008 03:59:49PM Agent (SMB_JUAN_172630): "ok. Your system doesn't have that button."
04/02/2008 04:00:16PM Agent (SMB_JUAN_172630): "just use the speaker mute button."
04/02/2008 04:00:20PM Agent (SMB_JUAN_172630): "Note: When a Dell computer operating system has been modified outside of the factory, it will no longer be supported by Dell. In that case, contact the operating system manufacturer. Dell remains available to troubleshoot problems on a fee basis."
04/02/2008 04:00:41PM Spencer Ragen: "Okay."
04/02/2008 04:00:47PM Agent (SMB_JUAN_172630): "The following information relates to your recent chat: Case #<removed>"
04/02/2008 04:00:53PM Spencer Ragen: "So I should restart now and run the diagnostic?"
04/02/2008 04:00:54PM Agent (SMB_JUAN_172630): "You will be receiving a transcript of our conversation via email. If you require assistance in the future, please visit us online at
www.Dell.com/SmallBusinessChat or call 1-800-456-3355. Is there anything else I can help you with?"
BAH!
The guy on the phone is so much more helpful.