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Your session ID for this incident is 18721422.
Time Details
04/23/2008 09:28:30AM Session Started with Agent (SMB_Josue_177861)
04/23/2008 09:28:32AM Agent (SMB_Josue_177861): "Thank you for contacting Dell's Small and Medium Business Hardware support, my name is Josue. How can I help you?"
04/23/2008 09:29:18AM Dan: "Hello. I have a D620 latitude with a completely hosed hard drive."
04/23/2008 09:29:43AM Dan: "The hard drive has been sent to 2 different recovery centers who have not been able to recover our data."
04/23/2008 09:30:06AM Dan: "We have decided we can part with the data, but the drive is no longer detected by the laptop, or any other laptops we have."
04/23/2008 09:30:16AM Dan: "It is completely shot."
04/23/2008 09:30:54AM Agent (SMB_Josue_177861): "ok"
04/23/2008 09:31:17AM Agent (SMB_Josue_177861): "I will do my best to help you resolve your issue. Please allow me 2-3 minutes while I open my database and your file. In the mean time,
can I have you verify the company that purchased the system, and your E-mail address?"
04/23/2008 09:31:32AM Dan: "XXX Solutions Inc."
04/23/2008 09:31:46AM Agent (SMB_Josue_177861): "Thank you."
04/23/2008 09:32:29AM Agent (SMB_Josue_177861): "Please, allow me 2-3 minutes because, one of our tools are very slow sorry"
04/23/2008 09:32:39AM Dan: "sure"
04/23/2008 09:32:51AM Agent (SMB_Josue_177861): "Thank you"
04/23/2008 09:34:15AM Agent (SMB_Josue_177861): "Excuse me, do you have the chance to connect the Hard Drive in the Portable and run Dell Diagnostics from the CD of Drivers and Applications, and get the error code ?"
04/23/2008 09:34:54AM Dan: "The bios of the machine does not detect a hard drive even being connected, this happens with any machine that we put the hard drive into."
04/23/2008 09:35:30AM Agent (SMB_Josue_177861): "Yes, But when you run the Diagnostics From the CD that is not a problem."
04/23/2008 09:35:43AM Agent (SMB_Josue_177861): "you will get the error code for the Hard Drive."
04/23/2008 09:35:48AM Agent (SMB_Josue_177861): "Can you please try."
04/23/2008 09:36:41AM Agent (SMB_Josue_177861): "First try this ok."
04/23/2008 09:36:45AM Agent (SMB_Josue_177861): "Run the PSA diagnostics Short Drive Self Test (DST) and obtain the error code.
To run the PSA diagnostics Short Drive Self Test (DST), perform the following steps:
Press and hold the <Fn> key, and then press the power button to power the system on.
Release both buttons and the PSA diagnostics sequence begins.
Follow any on-screen instructions.
Record the sequence of beeps and make note of any error codes that may appear on the display.
04/23/2008 09:37:42AM Agent (SMB_Josue_177861): "And if this not work, please. Insert the Drivers and Applications CD and when you see the Dell Logo press F12 and boot from the CD and select run Diagnostics."
04/23/2008 09:38:03AM Dan: "sure. loading it up now"
04/23/2008 09:38:16AM Agent (SMB_Josue_177861): "Thank you very much"
04/23/2008 09:39:26AM Dan: "Beep...Beep Beep Beep Beep...Beep"
04/23/2008 09:39:32AM Dan: "doudoodoodoodooduloo"
04/23/2008 09:40:04AM Agent (SMB_Josue_177861): "Just that beep's no error code in the Screen ?"
04/23/2008 09:41:24AM Dan: "1000-0141"
04/23/2008 09:41:42AM Agent (SMB_Josue_177861): "Thank you."
04/23/2008 09:41:57AM Agent (SMB_Josue_177861): "Please, allow me 2-3 minutes because, one of our tools are very slow sorry"
04/23/2008 09:42:57AM Agent (SMB_Josue_177861): "Can you please.provide me the address to send the Hard Drive."
04/23/2008 09:43:07AM Dan: "Sure"
04/23/2008 09:43:34AM Agent (SMB_Josue_177861): "Thank you."
04/23/2008 09:43:39AM Agent (SMB_Josue_177861): "Please, allow me 2-3 minutes because, one of our tools are very slow sorry"
04/23/2008 09:44:27AM Dan: "Sure"
04/23/2008 09:44:36AM Agent (SMB_Josue_177861): "Thank you"
04/23/2008 09:46:04AM Agent (SMB_Josue_177861): "Now please."
04/23/2008 09:46:06AM Agent (SMB_Josue_177861): "Please give me 6-7 minutes while I get the order together for you and then I will provide some reference numbers and information."
04/23/2008 09:46:38AM Dan: "Alright, thank you Josue"
04/23/2008 09:46:50AM Agent (SMB_Josue_177861): "Sure, no problem, Dan."
04/23/2008 09:52:18AM Agent (SMB_Josue_177861): "Is done Dan"
04/23/2008 09:53:47AM Session Ended
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