Hoe to contact live DELL Support


P

Pfsszxt

Very recently, someone posted a note aout great service received by a
live DELL technical support person. That post even noted a phone
number to use. I did not copy that and now need some of that help
(re drivers) .
Does anyone here know of that info?
 
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R

richard

Very recently, someone posted a note aout great service received by a
live DELL technical support person. That post even noted a phone
number to use. I did not copy that and now need some of that help
(re drivers) .
Does anyone here know of that info?
try the dell support forums.
be sure to include your tag ID number.
they used to be damned good and quick to respond.
 
P

Paul

Very recently, someone posted a note aout great service received by a
live DELL technical support person. That post even noted a phone
number to use. I did not copy that and now need some of that help
(re drivers) .
Does anyone here know of that info?
You do realize, with the asset tag, you can go to the web site
and help yourself. They have customer-initiated downloads.

The OS the machine shipped with, already had the drivers in it.

Paul
 
P

Pfsszxt

You do realize, with the asset tag, you can go to the web site
and help yourself. They have customer-initiated downloads.

The OS the machine shipped with, already had the drivers in it.

Paul
But, I was specifically asking about a reference to an actual
live support person -- the message I referred to claimed a way
to get such.
 
N

Nil

But, I was specifically asking about a reference to an actual
live support person -- the message I referred to claimed a way
to get such.
Did you look on Dell's support site? The number is there.

Support calls cost money.
 
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P

Paul

But, I was specifically asking about a reference to an actual
live support person -- the message I referred to claimed a way
to get such.
"Drivers" are on the self-help side.

http://www.dell.com/content/topics/topic.aspx/global/shared/consumerservice/dell-consumer-service?~ck=mn&c=us&l=en&s=dhs&cs=19

Dell Concierge is $239 a year (effectively a maintenance contract).
They also appear to offer single-incident support. "Drivers" is not
in the list (but it should be).

http://www.dell.com/content/topics/topic.aspx/global/shared/services/delltech/dell-tech-concierge?c=us&l=en&s=dhs&~tab=1&dgc=IR&cid=DTCOnline&lid=ServiceStore

And I wouldn't expect the Dell forums, to have "chat" icons
floating around. Not when Dell offers pay services.

http://en.community.dell.com/?~ck=mn

I bet if you were a business, things would be different.
Perhaps the reference you saw, was something business related ?

If there was a "high quality" "free" spigot on the side of
a building, the queue to use it would be a mile long. If
an internal phone number was released, they'd have disconnected
the number by now.

The closest equivalent I know of, to what you're looking for,
is "Cheryl" on the hp.com forums. That's a person who does
driver sets for people. And appears to do a damn good job,
judging by the feedback. But that's for HP gear, not Dell.

A couple of the notebook forums, offer custom video drivers,
which is handy if you're missing the right video driver
for a notebook. That is normally the toughest part of
installing a "foreign" OS onto a laptop. Most other
drivers, even if they weren't on the Dell site, you
could find them elsewhere.

Paul
 
E

Evan Platt

try the dell support forums.
be sure to include your tag ID number.
they used to be damned good and quick to respond.
Bullis, please refrain from trying to give computer advice.

No, the support forums will NOT give the OP the live technical support
phone number the OP is asking for.

Go to support.dell.com, click on Home, then the number is right there:

1-866-203-6875
 
J

jerryab

Very recently, someone posted a note aout great service received by a
live DELL technical support person. That post even noted a phone
number to use. I did not copy that and now need some of that help
(re drivers) .
Does anyone here know of that info?
If you have a computer under the initial warranty, it is all free. Go
to the Dell web site and start looking. This is what I do with my XPS
8500. I have them install their drivers, etc. In chat, I document to
them their stuff does not work (when it should) and they then try to
fix it.

Currently, their USB 3.0 is having problems. Works as USB 3.0 when
devices (i.e. external drive) connected directly to the computer. But,
if hook up a known-good USB 3.0 hub to any of the USB 3.0 ports, the
hub is seen as USB 2.1. This is a known problem documented for almost
a year on their web site. They have replaced the mb in my PC--no
change. Have swapped 3.0 hubs--no change.
 
P

Paul

If you have a computer under the initial warranty, it is all free. Go
to the Dell web site and start looking. This is what I do with my XPS
8500. I have them install their drivers, etc. In chat, I document to
them their stuff does not work (when it should) and they then try to
fix it.

Currently, their USB 3.0 is having problems. Works as USB 3.0 when
devices (i.e. external drive) connected directly to the computer. But,
if hook up a known-good USB 3.0 hub to any of the USB 3.0 ports, the
hub is seen as USB 2.1. This is a known problem documented for almost
a year on their web site. They have replaced the mb in my PC--no
change. Have swapped 3.0 hubs--no change.
You would take note of the chip used on the desktop motherboard, the chip
used in the hub, and do some Googling based on that info. For example,
if the motherboard chip was Asmedia and the hub chip was some VIA
device say, then others may have seen this already. Either it's a known
hardware failing (certain chip known not to pick up USB3 tree properly),
or it's a bad driver of some sort. But using the hardware details,
you can do the research for yourself. This doesn't have to be a Dell
issue - it could be when those particular chips are used in any
hardware design.

Considering the electrical signal speed, it could also be
a sub-standard wiring harness to the front panel. Causing eye
closure and insufficient signal for the hub to pick up. You would
start by testing "USB3 hub with rear USB3 port", rather than anything
they've placed on the front ports. The rear ports have less
potential for "bad wiring", compared to the front. They don't always
put USB3 on the front, especially if the motherboard only uses a 2
port USB3 chip, and both ports are on the back of the computer.
And perhaps, that's a good thing.

*******

USB3 ports are signified by a blue connector color. And there
should also be nine electrical contacts inside the connector.
Five contacts are USB3 (two diff pairs and ground), the other
four are USB2. In theory, both sets of wires could work at the
same time, but the driver turns off the set not being used at
the moment. If all nine pins touch (which would be normal with
USB3 on USB3), then USB3 is faster than USB2, so the USB2 pins
are ignored by the driver.

They used separate I/O, so the higher speed USB3 signals could
have their own hardware, and more carefully controlled
conditions. They decided not to mix them.

The pins are recessed, which makes it hard to see them. Especially
when you want to verify the problem isn't a "I got only 4 pins" problem.
If a USB device bumps against some chassis metal, it might not seat
as deeply as it should.

http://3.bp.blogspot.com/_0CqfqKMyFuc/Sds0Nrk3iyI/AAAAAAAAAzI/c81O8O_S7L4/s400/usb3_connector.jpg

Paul
 
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P

Pfsszxt

An eye-catching headline. Is it for phone sex? ;>)


Well ---- actually, I think she wanted to know how to force
her adware toolbar on various pieces of software . That seems to
be quite the norm these days. :)
 
G

Gene E. Bloch

An eye-catching headline. Is it for phone sex? ;>)
I believe *that* word is spelled "ho'".

Please direct all complaints about my reply to the newsgroup moderator.
 
J

jerryab

You would take note of the chip used on the desktop motherboard, the chip
used in the hub, and do some Googling based on that info. For example,
if the motherboard chip was Asmedia and the hub chip was some VIA
device say, then others may have seen this already. Either it's a known
hardware failing (certain chip known not to pick up USB3 tree properly),
or it's a bad driver of some sort. But using the hardware details,
you can do the research for yourself. This doesn't have to be a Dell
issue - it could be when those particular chips are used in any
hardware design.
If it is a chipset issue, then it is a Dell problem. They spec'd the
motherboard--and it is supposed to work at USB 3.0 via the ports they
provided for that purpose. It doesn't work at those speeds. All the
items meet the USB 3.0 spec--so they should work together. The only
way they would not work is if one does not really meet the USB 3.0
spec because it does not "play nice" with other items that also meet
the spec.

The problem exists with two different chip sets in two different hubs.
Both hubs had their own power supply. Both hubs rated and ran fine at
USB 3.0 speeds on either this or another computer. Chipset driver
seems to be Intel 7 Series/216 chipset family USB Enhanced Host
Controller (from Device Manager--two copies at two different
addresses. Presume one for front ports and one for rear ports).

Here is the hub I use (made by Orico, branded Anker):

http://www.ianker.com/product/68UNHUB-B7U

I had the earlier version of the same hub and it ran fine with a Vista
system when using a USB 3.0 port card in the PCIe slot. No driver for
hub, but the card needed a driver. It worked. The newer hub (Via chip
set) is "plug and play" for Win 8 Pro--no drivers needed.
Considering the electrical signal speed, it could also be
a sub-standard wiring harness to the front panel. Causing eye
closure and insufficient signal for the hub to pick up. You would
start by testing "USB3 hub with rear USB3 port", rather than anything
they've placed on the front ports. The rear ports have less
potential for "bad wiring", compared to the front. They don't always
put USB3 on the front, especially if the motherboard only uses a 2
port USB3 chip, and both ports are on the back of the computer.
And perhaps, that's a good thing.
Have tried all four USB 3.0 ports (two rear, two front). All give the
identical results. Hence, it is the motherboard (IMO). Two rear ports
are on the mb and the two front ports connect via cables.
*******

USB3 ports are signified by a blue connector color. And there
should also be nine electrical contacts inside the connector.
Five contacts are USB3 (two diff pairs and ground), the other
four are USB2. In theory, both sets of wires could work at the
same time, but the driver turns off the set not being used at
the moment. If all nine pins touch (which would be normal with
USB3 on USB3), then USB3 is faster than USB2, so the USB2 pins
are ignored by the driver.
I was using the blue rear ports and got USB 3.0 to the hub (for 6
months). The front ports are the only two in front and now they run at
USB 3.0 *only* when directly connected to the device.
They used separate I/O, so the higher speed USB3 signals could
have their own hardware, and more carefully controlled
conditions. They decided not to mix them.

The pins are recessed, which makes it hard to see them. Especially
when you want to verify the problem isn't a "I got only 4 pins" problem.
If a USB device bumps against some chassis metal, it might not seat
as deeply as it should.
Pins and connectors work as the devices *do* run at USB 3.0 speeds
when directly connected to devices. It is just the hub that is
suddenly not seen as USB 3.0. Same hub was seen as USB 3.0 in early
August (and has been used for over 6 months running at USB 3.0
speeds--consistent 110-115Mb/s transfer speeds). Then it dropped to
USB 2.1 and nothing changes that. New mb--no change. All new driver
set installed by Dell tech support--no change.
 
G

Guest

Very recently, someone posted a note aout great service received by a
live DELL technical support person. That post even noted a phone
number to use. I did not copy that and now need some of that help
(re drivers) .
Does anyone here know of that info?
I found it and used it!
Long wait but gets a real live person (in my case today one
that hardly spoke English --- but very patient and polite).
I asked for drivers and OS ( Win 7 Pro 64 bit) for my new computer
and, with no request for why etc., was told I'd receive them monday!

Now a question -- just for my education --- I know drivers are
obviously machine dependent. Are they also highly OS dependent?
Thanks
 
G

Gene E. Bloch

Now a question -- just for my education --- I know drivers are
obviously machine dependent. Are they also highly OS dependent?
Absolutely.

Also version dependent within one OS. For that matter, drivers for a
64-bit version of an OS are not interchangeable with drivers for a
32-bit version.
 
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K

Ken Blake

Now a question -- just for my education --- I know drivers are
obviously machine dependent.

No, not really. They are dependent on the hardware device, not the
whole machine. A driver for a printer, for example, has nothing to do
with the machine the printer is connected to.

Are they also highly OS dependent?

Yes. You need a driver for the particular piece of hardware running on
a particular version of Windows.
 

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