Dell Keyboard 3

document page

Summitlake.com Bites The Bullet
And Contacts DELL Again ...

Date: Thu, 07 Feb 2002 05:41:55 -0800
To: mobile_support@dell.com
From: Alex Forbes <write@summitlake.com>
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Cc: "Alex@Work"

Thanks. That's the Dell answer that up to a quarter of a million readers a year have been waiting to find out.

From: mobile_support@dell.com
To: write@summitlake.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Date: Thu 07 Feb 2002 01:55:07 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alex,

Thank you for your time to write to us.

Alex, replacing the ?motherboard? and not the ?keyboard? resolves
the issue you are facing. Please provide me with the information
I had requested I you wish an out of warranty service be set
up for you.

It was a pleasure assisting you. Should you have any technical
issues related to your Dell computer please feel free to write
to us for assistance. We would be more than glad to assist you.

Assuring you of our best services at all times.

Thank you for choosing Dell.

Thanks and regards.

Respectfully,
** [Tech] **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

Date: Wed, 06 Feb 2002 17:06:35 -0800
To: mobile_support@dell.com
From: Alex Forbes <write@summitlake.com>
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Cc: "Alex@Work"

[Tech],

You wrote that the motherboard needs replacement. Why? Are you sure you didn't mean "keyboard"?

Alex

From: mobile_support@dell.com
To: write@summitlake.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Date: Wed 06 Feb 2002 07:37:56 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alex,

Thank you for writing to us.

Alex, I have reconfirmed and the motherboard on your system needs
to be replaced. As you are out of warranty I can only set up
a out of warranty service for you for which you will be charged
by Dell.

I can set up the service if you authorize me to do so. The cost
of this service will be made known to you only after we setup
the service because an on site service depends on many factors
such as the distance, the part to be replaced etc.

If you wish the service be set up please provide me with the
following information:

Information that matches with your original order details that
is your invoice (ADDRESS, CUSTOMER NUMBER, ORDER NUMBER)

CONTACT NAME:
SHIPPING ADDRESS (ADDRESS, CITY, STATE, ZIP):
DAY TIME PHONE NUMBER:
If you are providing a Cell Phone number then please specify
its a Cell Number besides the number.
ORDER NUMBER:
CUSTOMER NUMBER:
(You can find the Order number and Customer number in the invoice
of your system)

If you have moved to a new place, please provide me the information
where the service is to be setup.
CONTACT NAME:
NEW SHIPPING ADDRESS (ADDRESS, CITY, STATE, ZIP):
DAY TIME PHONE NUMBER:

It was a pleasure assisting you. Should you have any technical
issues related to your Dell computer please feel free to write
to us for assistance. We would be more than glad to assist you.

Assuring you of our best services at all times.

Thank you for choosing Dell.

Respectfully,
** {Tech} **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

Date: Tue, 05 Feb 2002 20:28:56 -0800
To: mobile_support@dell.com
From: Alex Forbes <write@summitlake.com>
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Cc: "Alex@Work" <Alex.Forbes@investor.sungard.com>

[Tech],

While your handling of this matter has at all times been courteous and professional, I am very surprised and disappointed at the decision Dell has reached in the case of this product defect issue.

I must insist that you provide me with the name of an officer of the corporation, and a means of contacting him or her, to communicate my views on Dell's handling of this serious issue with its customers.

Dell has at no time acknowledged my statement that the keyboard issue is a known defect, where I cited Dell as stating "Dell has not ignored this problem, and Dell has taken steps to correct the problem, so that after service, the problem will not reappear".

Dell is right now making out-of-warranty repairs for this problem, and only this problem, at no cost to other customers. Dell replaced this part once while my machine was under warranty, but when it failed again in a few months, Dell's posture has consistently been, "Sorry, this machine is now out of warranty".

A defective part or repair is not out of warranty when there is a known inherent defect that causes the part to fail in a few months. I have proven, exactly as you specifically requested, that there are no other or contributory causes to this failure. Dell already knows perfectly well about this issue. I want this part replaced at Dell's expense.

Your last statement on the subject of paying for the service call was,

This would lead a reasonable customer to believe that there was a possibility Dell would make good on the defective replacement keyboard if we could prove this was the only problem with the machine.

Why would a customer knowingly throw away a weekend of setup and diagnostic testing (with a defective keyboard, at that), if only in the hope of winning the chance to pay for a service call? Why would Dell insist that it is "very necessary" that I repeat testing with the Full Diagnostics, not just the Quick Tests that had already shown the keyboard failed, if all you expected to happen was to then charge me to have the failed keyboard replaced?

I told Dell Tech Support and Dell Customer Service that the part had failed again back in August, but Customer Service refused to deal with it, shunting me back to Tech Support (who sent me to Customer Service in the first place) to arrange to pay for a service call.

I have other information about the way Dell is handling the defective keyboard module problem. I wish to discuss Dell's handling of this with an officer of the corporation. I have already wasted more of my own time pursuing this than any costs of a service call could possibly justify.

A customer should not be penalized for a second or third defective part, especially when the second keyboard failed just outside the warranty period. If this machine is EVER repaired, it will be the third keyboard in 14 months. [Tech], this is not the treatment Dell customers expect.

Even if I agreed to pay for the service call, which I see no reason to do in this case, Dell has so far still provided absolutely no assurance to me that I would get any more for all this effort than a third defective keyboard.

Please arrange to have an executive contact me, or supply me with a name and means of contacting the corporate officer.

[Tech], thank you for following up on my request, and for your patience and courtesy in seeing us this far.

Sincerely,

Alex Forbes

From: mobile_support@dell.com
To: write@summitlake.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Date: Tue 05 Feb 2002 05:28:38 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alex,

Thank you for your time and cooperation for carrying out the
requested troubleshooting and providing us the necessary information.

Alex, as I had told you earlier I can set up an ?out of warranty?
service for which you?ll have to pay to Dell.

If you wish the service be set up please provide me with the
following information:

Information that matches with your original order details that
is your invoice (ADDRESS, CUSTOMER NUMBER, ORDER NUMBER)

If you have moved to a new place, please provide me the information
where the service is to be setup.
CONTACT NAME:
NEW SHIPPING ADDRESS (ADDRESS, CITY, STATE, ZIP):
DAY TIME PHONE NUMBER:

It was a pleasure assisting you. Should you have any technical
issues related to your Dell computer please feel free to write
to us for assistance. We would be more than glad to assist you.

Assuring you of our best services at all times.

Thank you for choosing Dell.

Respectfully,
** [Tech] **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

Date: Sun, 03 Feb 2002 09:24:16 -0800
To: mobile_support@dell.com
From: Alex Forbes <write@summitlake.com>
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Cc: "Alex@Work"

X-Attachments: C:\Documents and Settings\Administrator\My Documents\Dell Keyboard 3\DIAG A1072\RESULT;

Dear [Tech],

Thank you for your help. I have run the tests you requested.

Summary: Complete Diagnostics were run with factory system software CD, build A1029. Full Test Diagnostics were re-run with downloaded build A1072 because the SMBIOS version 1.4 was newer than build A1029. Final results: only the keyboard module failed testing, previously reported. False issue with Drive B, which does not exist. Attachment shows full results of build A1072 tests, appended by the diagnostic program to the previously-sent keyboard module file.

A detailed narrative of testing under the two diagnostics builds follows this note, below, for testing Friday, February 1, and Saturday, February 2.

Please let me know if any other testing is required. Please also let me know what will be the next step in scheduling an out-of-warranty service call on the defective keyboard module. Also, at this time, it is appropriate for me to ask you to please confirm for me the following statement will be true if the service call is scheduled:

"Dell has not ignored this problem, and Dell has taken steps to
correct the problem, so that after service, the problem will
not reappear."

[Tech], again, thank you for all of your attention to this issue. Your responsiveness and detailed replies have been very helpful.

Respectfully,

Alex Forbes

Friday February 1 - Release A1029 Full Diagnostic Test:

The complete diagnostics (Rel A1029) ran as follows.

IDE Verify test began at 1 hour 33 minutes into the test. Write test ended at 4:33 hours, more tests still running.

The BIOS is version 1.4 and the OEM factory diagnostic expects version 1.2 or 1.3. There is no Diskette Drive B to test. There is no floppy diskette to test because the CD-ROM unit is in the bay. At the end of IDE Write, error count was 10 due to these causes. To verify this, the test needs to be repeated without the necessity of overriding the BIOS version warnings.

After that, all of the applicable tests were executed consecutively without interruption and received a "Pass".

Includes memory, keyboard controller, USB, stuck key, Internal Transmit, L2 cache, video, IDE self-test, read, verify, write. Pass.

Confidence test - 1/2 of the blocks completed at 4:47 hours. Here, I had to leave this unattended overnight. Pass.

Results: only 10 errors were reported at consecutive test end. All Drive B and SMBIOS, all explainable as above:

SMBIOS BIOS Information - *
SMBIOS Environment Information - *
SMBIOS I/O Information - *
SMBIOS Memory Information - *
SMBIOS Processor Information - *
SMBIOS System Information - *
SMBIOS Battery Information - *
Drive B Seek - there is no drive B
Drive B Read - there is no drive B
Drive B Write - there is no drive B

* "Module does not support the system SMBIOS revision. BIOS is based on a SMBIOS spec revision that is not supported by this module."

No other errors were reported. Again, diagnostic program attempts to write RESULT log to drive B and there is no backout. The write cannot be saved because the filepath drive letter cannot be changed (unlike specific test, for Keyboard, sent last week).

A more recent Diagnostics should eliminate the BIOS version number issue, providing a cleaner test.

Saturday February 2 - Release A1072 Full Diagnostic Test:

Found and downloaded Diagnostics Release A1072, right where the web page said they would be (the 32-Bit Memory Diagnostics name was confusing but that's what we want). Loaded onto nonbootable CDR. Booted into DOS and then switched disks, ran DELLDIAG.EXE, as the floppy bay module is not at home with me.

There is no Diskette Drive B to test. There is no floppy diskette to test because the CD-ROM unit is in the bay.

Release A1072 tests include memory, keyboard controller, USB, stuck key, Internal Transmit, L2 cache, video, Confidence test, Device Self Test test, Read Test, Seek Test, S.M.A.R.T. Test, Verify Test ...

Results: only 3 errors were reported at consecutive test end. All Drive B, all explainable as above:

Drive B Seek - there is no drive B
Drive B Read - there is no drive B
Drive B Write - there is no drive B

Attached RESULT File: build A1072 offered a config option allowing me to change the drive for writing the saved results. The results of this session are appended to the previous saved session. The attached RESULT file consists of the keyboard specific test done under build A1029 on 1/31, PLUS the complete results of Full Test, build A1072, completed Sunday morning February 3, 2002. Note that the BIOS clock was somehow reset to 12/3/2000 (but build A1072 did not exist in the year 2000). All tests were run 1/31-2/3/2002. Again, build A1029 tests were run 1/31/02, and build A1072 tests were saved off this morning.

The attached build A1072 log shows that all SMBIOS tests passed under build A1072, which recognizes the BIOS version 1.4.

From: mobile_support@dell.com
To: write@summitlake.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753-Keyboard/Mouse
Date: Thu 31 Jan 2002 23:13:18 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alexander,

Thank you for writing to us. I really value your time and effort
for carrying out the requested troubleshooting, and providing
us the necessary information

I appreciate the patience and co-operation that you have provided
me in this interaction.

Alexander, since the hardware diagnostics has detected one or
more errors, its very necessary to run a complete diagnostics
to see which parts are defective. Please run the full diagnostics
and let me know the results as they are displayed on the screen.

This should resolve the issue. It was a pleasure assisting you.
Should you have any technical issues related to your Dell computer
please feel free to write to us for assistance. We would be more
than glad to assist you

Assuring you of our best services at all times.

Thank you for choosing Dell.

Respectfully,
** [Tech] [Tech] **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

To: mobile_support@dell.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753- Keyboard/Mouse
Cc: "Alex@Work"
X-Attachments: C:\Documents and Settings\Administrator\My Documents\Dell Keyboard 3\RESULT;

Dear [Tech],

Thank you for your response. You didn't indicate a preference for which diagnostics to run, or how to report or forward the results.

There is no need to test entire HD so I ran Quick and Keyboard.

1. Quick Diagnostics -- passed all tests including Keyboard Controller Test release 1029

2. Select Tests -- PC-AT Compatible Keyboards
Running Keyboard Controller test
Green highlight and system beep Tilde (02),

THE HARDWARE DIAGNOSTICS HAS DETECTED ONE OR MORE ERRORS

Key Sequence Test - Fail
Status - Fail Status Code DOS DDG-D KEYBOARD 028 028
Release: 1029 Modules) Keyboard
Msg: the test was stopped before all keys on the keyboard were pressed.

Writing file to B:RESULT
There is no drive B, tried to enable logging, cannot change from NONE, but set to C:RESULT, re-do

3. Keyboard diagnostic file attached.

Please let me know the next step.

Alex Forbes

From: mobile_support@dell.com
To: write@summitlake.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #:2002127204753- Keyboard/Mouse
Date: Thu 31 Jan 2002 01:52:57 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alexander,

Thank you for time and co-operation for carrying out the requested
troubleshooting providing us the necessary information

I deeply regret the inconvenience this may have caused to you.

Alexander, to run the Dell Diagnostics using the diagnostic disk
please follow the steps mentioned below.

Prior to running the diagnostics, we need to clear the system
NVRAM and reset it to the factory configuration. To do so please
copy and paste the link below in the address bar and hit go to
follow the instructions in the document.

http://support.dell.com/us/en/kb/document.asp?DN=FA1035228

1. Then, To start the diagnostic tests boot the computer with
the diagnostic disk in the appropriate drive. If you have more
than one disk, insert disk 1, and you will be prompted when you
should insert the other disks.
The files will automatically load into the system.
2. The system will prompt for one of four choices, depending
on the extent and specificity of the tests to be run. For example,
the choices will include Run All Tests, Run Quick Tests, Run
Specific Tests, and Exit to MS-DOS. (Choose Run Quick Tests)
· Run All Tests will run an entire, comprehensive test on the
computer system.
· Run Quick Tests will run all tests on the entire system, without
running as an exhaustive test on the hard drive as the Run All
Tests selection will.
· Run Specific Tests allows for the testing of specific components
in the system; this choice is used if there is good reason to
suspect a specific component may be the cause of the failure.
Within Run Specific Tests are several specific tests, which individually
test RAM, System Set (the chipset on the motherboard), Video,
Keyboard, Mouse, Drives, Ports (serial and parallel), SCSI Devices,
and Network Interfaces.
· Exit to MS-DOS will exit the diagnostics to a command prompt.
This should resolve the issue. It was a pleasure assisting you.
Should you have any technical issues related to your Dell computer
please feel free to write to us for assistance. We would be more
than glad to assist you

Assuring you of our best services at all times.

Thank you for choosing Dell.

Respectfully,
** [Tech] [Tech] **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

Date: Wed, 30 Jan 2002 18:33:35 -0800
To: mobile_support@dell.com
From: Alex Forbes <write@summitlake.com>
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #: 2002127204753- Keyboard/Mouse
Cc: "Alex@Work"

Dear [Tech],

Thank you for your reply. Regarding setting up the service, running the diagnostic to determine if there is any hardware problem is certainly reasonable. If there is no hardware problem, there is certainly no reason why Dell should set up an out-of-warranty service call.

Unfortunately, I am having a couple of practical problems following through on your Diagnostics request, and I am asking your assistance.

1. I followed the link provided. The website automatically picked up my service code and service tag. The links and questions for Downloads led me to have to choose between only two "devices", a modem device and a 32-bit memory device, Dell 32 bit diagnostics A1072. I checked my path twice and found no other way to get to a hardware diagnostic. This certainly did not seem like the Diagnostics I had run before. I could not locate a proper download file for hardware diagnostics.

But, the web page states that the download is only needed if the original System Software CD (recent portable systems) is not available. I still have my System Software CD (A02_I3800) which has the Guide, folders for various versions of Windows, and the folder DIAGS. Within it is only one executable out of 65 files, DELLDIAG.EXE. Clicking it from within Windows only causes a DOS window to flash briefly and then disappear. I am running Windows 2000 on this machine.

I checked the Guide but did not find a reference on Dell Diagnostics. A service tech had me run this on the phone before coming out in January 2001, and it did not seem that hard when he talked me through it at work, so I must be doing something wrong.

If we can get my System Software CD diagnostics working, will this be OK? Must it be run under DOS or something? Can you tell me what I need to do to run it, and what kind of output to expect and where to look for it?

2. Since not all of the i3800 keys work, will I need an external keyboard to complete the test? The web knowledge base states:

NOTE: Dell Diagnostics are not intended to be run on portable computers when they are docked to a docking station or port replicator, when PCMCIA devices are inserted into the PCMCIA slots, or when any external cables (other than the AC adapter power cable) are attached. If you run the diagnostics under any of these conditions, various component errors may be falsely reported by the diagnostic utility.

Your work hours and mine seem out of phase (I am 630AM to 230PM PDT) but hopefully we can get this done by email. Or, I would be available at home at 8:30PM Pacific time (10:30 Central), evenings. I carry the machine back and forth from work so it is always available.

Regards,

Alex Forbes
home: 510-555-5555
work: 555-555-5555

From: mobile_support@dell.com
To: write@summitlake.com
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #: 2002127204753- Keyboard/Mouse
Date: Wed 30 Jan 2002 01:19:36 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alexander,

Thank you for time and co-operation for providing us the necessary
information

I deeply regret the inconvenience this may have caused to you.

To resolve this issue please copy and paste the link below and
follow the instructions in the document very carefully to run
the Dell Diagnostics. This will determine if there is any hardware
issue with the computer or is it a software issue.

http://support.dell.com/us/en/kb/document.asp?DN=1034504

Regarding setting up the service, I am sorry but I consulted
my manager and we reached a conclusion that since you are out
of warranty, as per our company policy I can only set up an out
of warranty service for you if any hardware part is found defective.
This should resolve the issue. It was a pleasure assisting you.
Should you have any technical issues related to your Dell computer
please feel free to write to us for assistance. We would be more
than glad to assist you

Assuring you of our best services at all times.

Thank you for choosing Dell.

Respectfully,
** [Tech] [Tech] **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

Date: Tue, 29 Jan 2002 18:53:23 -0800
To: mobile_support@dell.com
From: Alex Forbes <write@summitlake.com>
Subject: Re: AT20020129_0000004561 ~xBL~ #5DS##29# Case #: 2002127204753 - Keyboard/Mouse
Cc: "Alex@Work"

Dear [Tech],

Thank you for your prompt response. I hope my answers below helps answer your questions.

1) Q: What is the issue with the keyboard? A: Some of the keys do not work. Mechanically, they look and feel fine, but when depressed, do not cause a character to be typed. Generally these are on the right side of the keyboard, they currently include the letters i and j. The problem seems somewhat intermittent; sometimes there are more non functioning letters. For example, after reboot right now, now the letter i is working, but not the letter k. (I am writing this from another machine; the laptop is only usable with an external keyboard, and then it works fine). This is true for upper case or lower case (same affected characters), num lock on or off, Safe Mode or normal.

When I say "intermittent", I mean only that more, or fewer, or different keys are affected. Generally they are the letters I mentioned, never on the left, always positioned from the middle to the right half of the keyboard. There has never been a case where all the keys seemed to be working again. As a mobile PC the laptop has been inoperable since August 2001.

2) Q: Can you set up an out of warranty service call for me, for which I'll have to pay Dell? Perhaps we can clarify this, or perhaps we will have to negotiate what Dell might pay for versus what it obviously cannot pay for. Please note the 1 year warranty expired 6-22-01 (you may have made a typo below, or else this may be significant to point out).

The 7AGY5 service history shows that this keyboard was replaced once under warranty on January 30, 2001. Service tag was 202806699. The symptoms were identical then to what I am describing to you now. At that time, the service technician commented that he had seen this problem before, but was only replacing the part with a new identical part. He showed me where the ribbon cable on the old part was slightly chafed, and said that was the cause of the problem.

I actually rarely type on the onboard keyboard except occasionally at airports on vacation, using an external keyboard and monitor at work and home. It is used in a modern air conditioned office building, set safely away from the workspace so that food, drink, etc. are not an issue. I am using the Inspiron docking station to attach external mouse, keyboard and monitor.

Although your tech would have obviously to verify this, the machine is in fine physical condition. The new keyboard seemed to work fine for the first few months, though, again, I don't use it often. I first noticed a recurrence of the keyboard problem with the new keyboard module sometime in August 2001.

So this is the already the second time the same part has failed (the first failure was the keyboard originally shipped with the 3800). The repair part will be the third time. Naturally I am anxious that we are not going to just repeat the fix of January 2001.

I know that Dell has since identified a problem with some 3800's (but not all), and the fix involves replacing the keyboard module part with a new (probably identical) part. But I also learned that Dell has now found a better method to address and solve that problem, so that it will not reappear. This was not done in January 2001, surely because no better fix was known to Dell at the time.

Again, the problem I described to you in 1) is identical in symptoms to the one I am having now.

Dell recently wrote to another customer:

Dell has not ignored this problem, and Dell has taken steps to
correct the problem, so that after service, the problem will
not reappear.
Dell will repair systems with this problem. Nothing else will
be offered. Just as with your case, out of warranty repairs
are being approved for many of these customers. This is being
handled on a case by case basis, because not all Inspiron 3800s
have this problem.

Returning now to your question, I appreciate you cannot just authorize carte blanche free service to anyone who thinks "everything should be covered under warranty". I know Dell may not be able to fully diagnose this problem by email. Obviously, a service call must be scheduled.

I'm unaware of any other issues with my 3800. If a service call is scheduled and the problem is diagnosed as something else (obvious physical abuse, etc), or other problems are discovered, I should and agree to pay for these. My question is probably exactly the same as yours: who is willing to pay their reasonable share, depending on what is found, and for what?

If you are acknowledging that my 3800 might have this correctable problem, and are conditionally offering to repair that problem (and no other problem) at Dell's expense IF that proves to be the case, then I think we should set up the service call. Do you agree that the service tech should be able to diagnose the issue I am having (by the chafing) if it is the same issue as in January 2001?

He should bring a keyboard module. If we are near an understanding, I should bring my checkbook; I am prepared to pay for any and all other costs unrelated to the problem that was repaired by Dell once in January 2001. Unless you can propose a better way, it appears I would have to abide by the Tech's decision.

So, if you are proposing that I be prepared to pay part, all or none of the (at this time) unknown costs of completing the service call -- depending on your findings or the service tech's findings -- then I think we are on the right track to a resolution. The service call would be at my office in San Mateo, CA.

I've already agreed on my part that if the Service Tech arrives, and diagnoses the problem as something completely different, the machine is out of warranty and I agree to pay 100% of the costs of the repair and the visit. Please let me know what you're proposing on Dell's part.

I think any uncertainty focuses around only the keyboard module itself and how we know what to do in that case.

Please let me know if you have more questions about my 3800 symptoms or any other items. Feel free to call me at work (work phone: 555-555-5555).

Thank you again for responding,

Sincerely,

Alex Forbes

From: mobile_support@dell.com
To: write@summitlake.com
Subject: AT20020129_0000004561 ~xBL~ #5DS##29# Case #: 2002127204753 - Keyboard/Mouse
Date: Tue 29 Jan 2002 06:26:22 CST
X-Mailer: Cisco eMail Manager NT; Build: 234 2001/12/7 11:34:39 , Global Build CEM-4.0.678-B-233-Patch-2

Please include the following line in all replies.
Tracking number: AT20020129_0000004561

Dear Alexander,

Thank you for contacting Dell Hardware Support. We appreciate
the opportunity to assist you. It?s our hope that you have a
positive experience with our company

I understand your concern regarding the keyboard not working
fine.

Alexander, going through your mail, I am unable to get a clear
picture of the issue you are facing due to which I will not be
in a position to provide you with any solution. I also apologize
for the issues you are having with the system, but let me assure
you that together we can resolve the issues.

I can understand how frustrating it is when your system does
not work up to your expectations, but please do understand that
without knowing the issue, I will not be able to provide you
with any effective support. Lynn it will be of great help if
you could explain it to me in detail.

Is it that the keys are not functioning, or are loose , what
exactly the issue is?

Moreover, Since your warranty expired on 06-22-00, if at any
point during troubleshooting there is a need to set up a service,
I can set up an ?out of warranty? service for which you?ll have
to pay to Dell.

Assuring you of our best services at all times.

Thank you for choosing Dell.

Respectfully,
** [Tech] [Tech] **
** DTO0325727**
** Sunday-Thursday 10:30pm - 7:30am CDT**
Dell eSupport and Services

If responding to us, please use the *REPLY*
function of your email program in order to
keep the SAME SUBJECT of our response otherwise
your message may be delayed or lost.

* * * * * * * * * * * *

Visit the Dell T@lk Support Forum!
http://delltalk.us.dell.com

* * * * * * * * * * * *

Visit the Dell Service and Support center at:
http://support.dell.com/us/en/

This site contains full specifications on all
current and past Dell systems. This is the exact
same database that Dell Technicians use to answer
your questions about your system.

* * * * * * * * * * * *

For online purchasing or quotes browse to:
http://www.dell.com/us/en/dhs/default.htm

* * * * * * * * * * * *

To submit another question visit the
Communications Center at:
http://www.dell.com/us/en/gen/contact.htm

* * * * * * * * * * * *

Have you tried Dell's new EducateU direct
learning program? This program can be accessed by
going to:
http://www.educateu.com

These courses are available to all owners of Dell
computers. This program offers access to hundreds
of training courses. You can find answers to all
of your questions about Dell's new EducateU
program at:
http://www.educateu.com/help

This FAQ covers basic information as well as
login assistance and course offerings. If you
require additional information you can contact
Smartforce directly by calling 1-800-938-3247.

* * * * * * * * * * * *

> -----Original Message-----
> From: "Alexander Forbes" <write@summitlake.com>
> Sent: 27 Jan 02 20:47
> To: mobile04@dell.com
>
>
> * * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
> * * * This is a feedback Message from the Dell Online Communications Center. * * *
>
> Customer Information:
> ************************************************
> Name: Alexander Forbes
> Email: write@summitlake.com
> Service Tag: 7AGY5
> ***********************************************
> System Label: Inspiron 3800
>
> Problem: Keyboard/Mouse
> Problem Description: My out of warranty 3800 still has a bad keyboard. It was replaced by Dell under warranty in March 2001 and then that part failed again in August. My effort to get Customer Service to acknowledge any responsibility on Dell s part was so unsuccessful, that I gave up in October.
>
> I have since learned from another i3800 user that Dell has identified the problem, and taken steps to correct it so, once repaired, the problem will not reappear.
>
> I read Dell s opinion not all i3800 s have this problem, but, I am certain enough that mine is one of them that I will happily agree to pay for the service call and repair if the Service Tech determines it was a different problem.
>
> I really would like to fix the problem so that it won t reappear. What is the next step to determining its repair and the ownership of the cost?
>
> Sincerely, Alex Forbes
> work phone: 555-555-5555

> ***********************************************
Sent to: mobile-pc@dell.com
Referring URL: 216.103.208.20
Date submitted: 1/27/2002 8:47:53 PM
>
> --=====================_6149152==_
> Content-Type: text/plain;
> charset=us-ascii
> Content-Disposition: attachment;
> filename=RESULT
> Content-Transfer-Encoding: 7bit
>
> Test Errors
> Keyboard - Key Sequence Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 020 028
> Device: Keyboard Test: Key_Sequence_Test
> Release: 1029 Module(s): Keyboard
> Msg: The test was stopped before all keys on the keyboard were pressed.
>
> Keyboard - Interactive Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 030 027
> Device: Keyboard Test: Interactive_Test
> Release: 1029 Module(s): Keyboard
> Msg: The user indicated that the results of the test were unsatisfactory.
>
> Keyboard - External Keypad Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 050 027
> Device: Keyboard Test: External_Keypad_Test
> Release: 1029 Module(s): Keyboard
> Msg: The user indicated that the results of the test were unsatisfactory.
>
>
> Test Errors
> Keyboard - Key Sequence Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 020 028
> Device: Keyboard Test: Key_Sequence_Test
> Release: 1029 Module(s): Keyboard
> Msg: The test was stopped before all keys on the keyboard were pressed.
>
> Keyboard - Interactive Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 030 027
> Device: Keyboard Test: Interactive_Test
> Release: 1029 Module(s): Keyboard
> Msg: The user indicated that the results of the test were unsatisfactory.
>
> Keyboard - External Keypad Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 050 027
> Device: Keyboard Test: External_Keypad_Test
> Release: 1029 Module(s): Keyboard
> Msg: The user indicated that the results of the test were unsatisfactory.
>
>
> Test Errors
> Keyboard - Key Sequence Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 020 028
> Device: Keyboard Test: Key_Sequence_Test
> Release: 1029 Module(s): Keyboard
> Msg: The test was stopped before all keys on the keyboard were pressed.
>
> Keyboard - Interactive Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 030 027
> Device: Keyboard Test: Interactive_Test
> Release: 1029 Module(s): Keyboard
> Msg: The user indicated that the results of the test were unsatisfactory.
>
> Keyboard - External Keypad Test : Fail
> Status: Fail Status Code: DOS DDG-D KEYBOARD 050 027
> Device: Keyboard Test: External_Keypad_Test
> Release: 1029 Module(s): Keyboard
> Msg: The user indicated that the results of the test were unsatisfactory.
>
>
>
> --=====================_6149152==_--

Return to Main Article

CREDITS: Move mouse pointer to see links.