Microsoft Stuff

I apologize in advance for my typos and attitude. Ineta will have to fend for herself.

Chat No. 1 - 22 March 2007

Session Started with Agent (RTS Ineta R)

Agent (RTS Ineta R): "Thank you for patiently waiting. You have reached Dell Hardware Warranty Chat Support. My name is Ineta and I will be assisting you today. In order for me to help you, can you provide details about the issue you're having?"

Agent (RTS Ineta R): "Sorry, the service tag."

Agent (RTS Ineta R): "Sorry"

Matt Anderson: "-------"

Agent (RTS Ineta R): "Thankd"

Agent (RTS Ineta R): "sorry thanks"

Matt Anderson: "I have the Dell Windows Vista Express Upgrade and it doesn't work in my brand new, "Vista capable" Inspiron E1405. I have applied a patch for the Philips DVD drive, but it still doesn't work. The Upgrade Assistant DVD DOES work in a different, not-Vista-capable Dell Latitude. I e-mailed the Dell Vista team almost three weeks ago and have received no response."

Matt Anderson: "I'm assuming this is a hardware issue."

Matt Anderson: "By the way, I'm very unhappy with Dell overall."

Agent (RTS Ineta R): "I understand your concerns as well as frustrations with this issue and I will do all that I can to resolve your issue."

Agent (RTS Ineta R): "Matt, have you chatted with Dell about this issue previously?"

Matt Anderson: "Aside from the e-mail to the Vista upgrade team, no."

Agent (RTS Ineta R): "To ensure we are working with the correct system, are you chatting about the I640M/E1405 listed on your account?"

Matt Anderson: "Yes."

Agent (RTS Ineta R): "For verification purposes, may I have your phone number and email address, Matt?"

Matt Anderson: "Phone: xxx-xxx-xxxx E-mail: ---------------.com"

Agent (RTS Ineta R): "Thank you for verifying that information for me."

Agent (RTS Ineta R): "Please allow me 3-5 minutes?"

Matt Anderson: "OK."

Matt Anderson: "To give you more details, the DVD basically hangs up my laptop. I can't start it manually; the system simply doesn't recognize the DVD or its contents."

Agent (RTS Ineta R): "Thanks for waiting"

Agent (RTS Ineta R): "Matt, I am sorry but the Dell Windows Vista Express Upgrade only works for the system that you purchased the upgrade for."

Agent (RTS Ineta R): "For the optical drive, we are going to delete the upper and the lower filters and see will that resolve the issue."

Matt Anderson: "OK. But I hope you do understand that I expect the upgrade to work in the system I purchased the upgrade for, correct? I put the DVD in the totally unrelated, totally not-Vista-capable Latitude out of pure curiosity. It answered one question: The DVD itself is readable."

Matt Anderson: "Should I stay online or will you guys let me know the results of your test later?"

Agent (RTS Ineta R): "I understand"

Agent (RTS Ineta R): "Actually, you will perform the steps to this"

Agent (RTS Ineta R): "Click the Start button, click Run."

Agent (RTS Ineta R): "In the run box type in regedit"

Agent (RTS Ineta R): "Click the plus sign (+) next to HKEY_LOCAL_MACHINE."

Agent (RTS Ineta R): "Click the plus sign (+) next to SYSTEM."

Agent (RTS Ineta R): "Click the plus sign (+) next to CurrentControlSet."

Agent (RTS Ineta R): "Click the plus sign (+) next to Control."

Agent (RTS Ineta R): "Click the plus sign (+) next to Class."

Agent (RTS Ineta R): "Click {4D36E965-E325-11CE-BFC1-08002BE10318}."

Agent (RTS Ineta R): "On the right side of the window, click UpperFilters. (If you do not see upper click lower filters)"

Agent (RTS Ineta R): "Click Edit on the menu bar."

Agent (RTS Ineta R): "Click Delete, and then click OK."

Agent (RTS Ineta R): "On the right side of the window, click LowerFilters."

Agent (RTS Ineta R): "Click Edit on the menu bar."

Agent (RTS Ineta R): "Click Delete, and then click OK."

Agent (RTS Ineta R): "Click File, and then click Exit."

Agent (RTS Ineta R): "Restart the computer normally."

Matt Anderson: "OK. I'm going to have to try this later; I don't have the Inspiron with me at the moment. But this is exactly the kind of help of looking for. Thanks!"

Agent (RTS Ineta R): "160240756 is the case number Matt."

Agent (RTS Ineta R): "For future reference, a copy of this chat will be sent to the email you provided as you entered the chat."

Agent (RTS Ineta R): "Matt, it has been a great pleasure working with you today. I'm going to send you some important information for your records. I apologize for its lengthiness. Let me know if you have any questions about it."

Agent (RTS Ineta R): "If you need further assistance with this case, you may contact us via [Chat]: www.dell.com/chatsupport or [Email]: us_acs_team_1@dell.com (include your Case# and Service Tag) [Subject]: Team 317 Email Dell Inc. Case#1--------"

Agent (RTS Ineta R): "I am constantly striving to improve my service. If there is anything I can do to help improve your experience, please don't hesitate to let me know by contacting my manager via email at us_acs_team_1@dell.com."

Agent (RTS Ineta R): "For service status, please go to http://support.dell.com 1. Log in. 2. Click on “My Order Status.” 3. Click on “My Support” and select “Service Call Status.” 4. Enter your Dispatch Reference# (Service Call Number) and Region or Service Tag."

Agent (RTS Ineta R): "Are there any other issues with this system I can assist you with?"

Matt Anderson: "Not at the moment. Thanks."

Agent (RTS Ineta R): "Thank you for using Dell Hardware Warranty Chat Support. Have a great day!"

Session Ended