Dell complaints

bilge359 · Posted: Mon Nov 21, 2005 12:55 pm Post subject: Warranty-Shmarranty

Why is it so freakin' hard to get a replacement part under warranty from those folks over in India (or where ever the hell)...??

I have a Dimension 8200 with a Philips DVD+RW-D28 that is malfunctioning. When the drive is installed/enabled, the system will not boot unless I open the drive door. If I boot the system first, then enable the drive, the system will freeze. It's as if the drive is continuously searching for media to auto-play, but there's nothing in the drive. If I put a CD/DVD in the drive, it will not read or detect it at all -- it just starts-and-stops, starts-and-stops.
I have tried the drive in another Dell CPU, and I get the same reult: system freezes /will not detect media - even in safe mode.

Long story-short:
Dell tech would not help without error code from diag...
SO... Diag produced error code 0F00-133D.
The next Dell tech said it could be anything, EXCEPT FOR the D28 drive that's causing the problem, ie: MoBo, Processor, HDD, IDE Ctrl, IDE Cable, software, etc, etc. ....Uhhhmmm...EXCUSE ME?...COME AGAIN...??? Question

THIS IS A F@#%ING JOKE, RIGHT?!?!?!??

BTW- This is the SECOND (OEM) optical drive that has failed in this system. The first one was replaced without any trouble about two years ago, and all was fine.

NOW - Dell tech refuses to replace part without error code from daignostics program that shows optical drive failure, without any other possible causes! Which is a complete joke, because how am I supposed to get an error code, when the drive doesn't even work well enough to give an accurate diagnostic result!! Evil or Very Mad

UNBELIEVABLE!!!!! Is Dell really THAT hard up, that they have to enact a zero-replacement policy?? Or is this just due to a complete lack of technical knowledge and understanding in the "tech-support" center that handles these issues?? Basically, "...If it's not explained in the manual, then it cannot possibly be happening to you..."!

Little help, please...??

Anyone know a solid error code for a faulty optical drive?? Or someone else I could contact??

Thanx,
Bilge359

Rocke_T_Sinetist · Posted: Mon Nov 21, 2005 5:30 pm Post subject:

You are correct. An optical drive that can be heard starting and stopping repeatedly when loaded IS defective (or the media's scratched beyond recognition of the boot sector). And it causes a known-good system to fail in the exact same way.

The tech may be technically correct (but IS being argumentative, which is a hallmark of ill-managed phone techs)-- if the drive controller or bus chip fails, it can give the same code as if the cable or MB port fails. He's not hearing you when you say "the drive kills an otherwise working machine" because that's not on his script and outside the script chances are he doesn't know much about computers at all.

Do you have a working optical drive to plug into that cable? If that cleared the whole thing up, it would just be a matter of calling Dell repeatedly (take a couple days off and stock up on your favorite recreational drug) until you get a tech who A) recognizes the situation for what it is and B) is not in a rancid mood for any of a dozen reasons (most relating to the way they're managed, but remember India was commercially dominated by England at one point, didn't like it, and some of the smaller minds have planted that prejudice in their offspring who are now 20-something and answering phones).

You already defined the problems-- A) the ODD is bad and B) Dell has phone techs who don't know a 'drive' from a 'park' unless it's on their script-- and asked the best questions, 'got a valid code?' and 'got a valid contact?'. Maybe someone does. I'd give you those if I had them.
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as in, 'it doesn't take a...'

sickofdell · Posted: Mon Nov 21, 2005 6:28 pm Post subject:

Hey Bilge

I know that I have a list of codes at work, but won't be going to work til wednesday. I thought that I had emailed the list to myself here at home, but unfortunately i can't find it. Sorry.

You could try to tell them that now whenever you open your cdrom drive, you hear a strange pop and smoke emerges from the drive (yeah, always a very last resort, sorry for not saying this earlier). They will have to replace something. either the drive or the entire system. Your Dim8200 would probably be replaced with a 9100 too. just a thought. otherwise, if no one else posts error codes on here, i will do it sometime wednesday or thursday.
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http://www.tgdaily.com/picturegalleries/gallery-20060731-1.html

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Rocke_T_Sinetist · Posted: Mon Nov 21, 2005 6:42 pm Post subject:

How about this? Whether it's true or not, tell them you can substitute a known-good optical drive from another system and it solves the problem. You'll still get an argument from at least half the techs, because that procedure isn't on their script either. But it would reduce the number of times you'd have to call before you found one to dispatch a new drive.

The 'smoke' trick works too, just stretches the truth farther than I (personally) like to, unless the situation isn't going to get resolved any other way.
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Scoop · Moderator Joined: 18 Apr 2003 Posts: 1156 Location: TN

Rocke and sick,
Just wanted to give a public thank you to you both for trying to help a customer.
This in part is what makes our site wonderful.
Thanks to you both.... Wink

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bilge359 · Posted: Mon Nov 21, 2005 7:37 pm Post subject:

Thanks for your reply!

I was trying to prevent my original post from being too long winded, but I suppose I should have stated that I am an electronics tech by trade. And while I am not an expert in IT, I can certainly navigate my way around the inside of a CPU case. I also know how to preform common diagnostic procedures in order to isolate a faulty node. -- Although I neglected to mention that here, I did tell that to the two Dell techs that I talked with earlier. But of course, that information just went in one beer and right out the other!! They still treated me like I was a technically challenged, nine year old! (Or is that just the only level at which they are CAPABLE of communicating... Hmmm??)

So, that being said, I know that this will not be the case here. And now that you know that I can tell the difference between a power-supply receptacle and a hole in my ass, let me tell you a few things that I did in order to determine that the drive was bad to begin with. You see, I did not know it was the DVD drive at first. I was having problems with OS hang-ups and freezes that seemed completely unrelated to the optical drive(s) - yes, plural.

But let me skip all the initial BS, and get right to the point...

Yes, I have an old 8200 with IDE cables and an 82801BA Ultra ATA controller. Back when I purchased this system, the 4X AGP graphic-interface was the latest and greatest. ...HA!!
It also has the Intel 850 chipset, Pentium-4 2.8GHz, 1GB PC800 RDRAM, 160GB HDD-0 /250GB HDD-1, and bla bla bla..... NONE OF IT MATTERS!! THE DAMN DVD DRIVE IS BAD!!!

Here's the proof:
I removed both optical drives from the cable (the OTHER DVD dirve is working just fine, by the way). I connected the D28 drive to the other 40pin connector, and left the working drive completely out of the loop so there would be no compatibility issues. When I boot up the machine, I again have to open the door in order to free it up. Once it was in Windows (XP-Pro SP2) I tried to insert a DVD... Starts and stops, over and over... when I try to access the drive through either the RUN/BROWSE cmmd or from MY COMPUTER/WIN-EXPLORER, the OS freezes. But if I open the drive door, it frees itself up instantly.
I have used store-bought recorded DVDs and CDs, as well as DVD+Rs, etc., all with the same result. I tried alternate IDE cables, and alternate jumper settings (just in case there was a problem with the cable select mode) but I still have the same problem!

I also have an old 4300, so I tried installing the drive into that system as well --- Same GD thing!!! So what are the chances of TWO Dell CPUs (that otherwise funtion properly) exhibiting this exact same problem because of a mother board issue??? -- This is what I tried to explain to the two techs earlier ...NO F---ING COMPRENDE!!

The BIOS (v.A09) does recognize the drive, and does not post any errors. So does the windows device manager /hardware wizard. But for some reason, the drive seems to get stuck in some kind of endless, internal searching or seeking loop.

Oh yeah, I also tried updating the firmware, even though I already had the latest release (1.68 ) and I tried clearing the NVRAM (just... because). But a fat-lot-a-good all that did!

Any advice on how to get through to one of these damn techs...?? (Without having this definitive error code that will never come up).

Thanks.

bilge359 · Posted: Mon Nov 21, 2005 7:45 pm Post subject:

HEY, thanks for all the replies! I did not check back before I posted again.
I especially like the smoke from the bay method!! I'll have to give that one a try ASAP!!!

Thanks guys!

sickofdell: If you could just get me a code whenever you can, that would be great!!! Thanx.

sickofdell · Posted: Mon Nov 21, 2005 7:50 pm Post subject:

Rocke_T_Sinetist · Posted: Mon Nov 21, 2005 8:08 pm Post subject:

Bilge: Yeh, I knew you knew what you knew. Sometimes we write step-by-steps for those who don't already know them and have similar problems. Samsung drives at one point had a habit of erasing their firmware. Yours sounds corrupt.

I don't like to 'start off' with the "smoke" approach, if it becomes too widely-known that it gets results, they'll procedurally block it, then we won't have ANY last-resort resolution.

Scoop [off-topic, but on, a few frames back]:

Spock might say "I am honored" but that looks way too pretentious in text. "You're welcome, and thank YOU" looks too default, stiff.

I'm grateful to the site staff for making it a credible resource worth clicking on and worth contributing to.

Making it a customer resource, whoa that's value-content! If it was just a kvetch site, I wouldn't bother (and neither would Dell's contract researchers, business-publication authors, or Wall Street researchers).

See, Dell? We don't hate YOU, we just hate what you do. And you do it to yourself, as if you didn't know any better. Just pay attention. Use your resources. BPI!

(I'm not a chronic blogger, this is the only text-interactive site I go to.) (OK, in absolute honesty, you'll find a comment of mine on www.butchhartman.com , creator of 'Fairly Oddparents'.)
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bilge359 · Posted: Mon Nov 21, 2005 11:32 pm Post subject:

Let me just ask you guys this... is there an optimal time of day/night to call in with a problem like this?? Or does it just not make one damn bit of difference?

And don't worry, I won't use the smoke-trick (unless I have no luck any other way). I really just want a new DVD drive! It's almost worth it to just go buy another one for $50 -- a better one! But then, why did I pay for an extended warranty to begin with????

sickofdell · Posted: Mon Nov 21, 2005 11:34 pm Post subject:

bilge359 · Posted: Mon Nov 21, 2005 11:36 pm Post subject:

Grissom · Lord of the Flies Joined: 14 Apr 2003 Posts: 1553

sickofdell · Posted: Tue Nov 22, 2005 10:17 pm Post subject:

sickofdell · Posted: Fri Nov 25, 2005 3:31 am Post subject:

Hey Bilge

Were you ever able to get someone to replace your dvd drive for you yet? There is no real valid code for a cd drive failure, however, you can use this one: 0F00-0146 and tell them it was testing the dvdrw drive at the time. That's a drive failed to detect error code. Laughing

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Have you seen my dell laptop?

http://www.tgdaily.com/picturegalleries/gallery-20060731-1.html

(ok, so it's not mine, but it's freakin cool)