Outsourced Techsupport

Welcome to McDonalds, my name is…

Tuesday, July 8th, 2008
by badr

Today I get a call from my buddy Patrick, where he explains a weird error with his computer a Dell Inspiron | 1501.  I decide to give Dell’s wonderful Chat with a Tech Support Agent service and following is an actual transcription of a tech support chat session I had with a Dell representative.  The names have been changed to protect the innocent.

Well, mine anyways.

System:

Thank you for choosing Chat support. The next representative will be available to assist you shortly. While waiting, check some of our self support options above. No fear, you won’t lose your place in line!

Session Started with Agent (160019_Dan)

Agent (160019_Jerry):
Thank you for contacting Dell Technical Support. My name is Dan and my rep ID number is 160019. How may I assist you today?

Badr:
This is my third time trying. I was disconnected the previous 2.  I have an Inspiron 1501 and I am getting 2 error messages when I try to boot the computer.  PXE-E61: MEDIA TEST FAILURE, CHECK CABLE and PXE-M0F: EXITING BROADCOM PXE ROM.  I get the error messages when I turn on the power and it tries to boot.  Once the error messages show up, when i hit any other key it just beeps.  The only thing it will let me do is turn off the power.  I Googled the messages and the results were not conclusive.

Agent (160019_Dan):
I am really sorry for the inconvenience caused as we are facing some problem with the network.  I’ll be glad to assist you. Please provide me the service tag of the system.  Please give me 2 to 3 minutes to pull up your account information.

Badr:
Service tag: XXXXXX

Agent (160019_Dan):
Please try to wiggle LCD cable.

Badr:
What?

Agent (160019_Dan):
This is the problem with the LCD.

Badr:
Ok. What LCD cable?  The LCD screen works fine. The computer will not boot.  Last time I check an Inspiron 1501 was a laptop and has no external cables to “wiggle”.

Agent (160019_Dan):
Please let me know if you have external monitor with you?

Badr:
No. Laptop.  LAPTOP!

God save us from outsourcing.  Is this what I have to look forward to now that the McDonalds in Hawaii are starting to outsource their drive-thru’s?

When my friend called me again I explained him it was a HD failure.  He asked me what he should do, and I gave him the best advice I can give a friendf of mine.  I told him, “Your machine is 2 years old, runs windows, dell’s support sucks… Go buy a Mac”.