i6000 - Display Hinges Need Repair/Replace

Hi,

My college daughter has an i6000 that is still under NBD warranty.
The display hinges have been loose for a while now, and I'd like to
have them fixed. If I remember correctly, when Dell came to my house
to fix the hinges on an older i8600, they had to replace the LCD
frame.

If I look at the service manual for the i6000, below, I can't tell if
Dell could tighten the hinges, or if they have to replace the LCD
frame. Anyone know?

Before I call, I just want to know what to expect.

http://support.dell.com/support/edoc...n/sm/index.htm

Thanks.

Looks like the hinges are integrated with some long rod-like pieces that run up
either side of the LCD screen and stabilize it. This is similar to many other
models of Dell laptops.

There is a possibility that the screws holding the hinge assembly together could
be tightened toget rid of LCD wobble. Only by disassembly can one tell.

Odds are that the Dell's contracted service person will show up with an entire
assembly including LCD, to cut down on the time it takes to do the repair. Then
the not-too-good one gets shipped back to a place where lower priced people can
repair it and send it back out again.

Do not let the service person leave until you are 100% satisfied that the
computer operates properly. After all, he could leave a scalpel inside the
patient or not suture properly with disastrous effects... Ben Myers

On Wed, 3 Sep 2008 07:41:42 -0700 (PDT), Boris <boris->
wrote:

>Hi,
>
>My college daughter has an i6000 that is still under NBD warranty.
>The display hinges have been loose for a while now, and I'd like to
>have them fixed. If I remember correctly, when Dell came to my house
>to fix the hinges on an older i8600, they had to replace the LCD
>frame.
>
>If I look at the service manual for the i6000, below, I can't tell if
>Dell could tighten the hinges, or if they have to replace the LCD
>frame. Anyone know?
>
>Before I call, I just want to know what to expect.
>
>http://support.dell.com/support/edoc...n/sm/index.htm
>
>Thanks.

On Sep 3, 9:23*am, Ben Myers <ben_myers_spam_me_...@charter.net>
wrote:
> Looks like the hinges are integrated with some long rod-like pieces that run up
> either side of the LCD screen and stabilize it. *This is similar to many other
> models of Dell laptops.
>
> There is a possibility that the screws holding the hinge assembly together could
> be tightened toget rid of LCD wobble. *Only by disassembly can one tell..
>
> Odds are that the Dell's contracted service person will show up with an entire
> assembly including LCD, to cut down on the time it takes to do the repair.. *Then
> the not-too-good one gets shipped back to a place where lower priced people can
> repair it and send it back out again.
>
> Do not let the service person leave until you are 100% satisfied that the
> computer operates properly. *After all, he could leave a scalpel insidethe
> patient or not suture properly with disastrous effects... Ben Myers
>
> On Wed, 3 Sep 2008 07:41:42 -0700 (PDT), Boris <boris-badeno...@excite.com>
> wrote:
>
> >Hi,
>
> >My college daughter has an i6000 that is still under NBD warranty.
> >The display hinges have been loose for a while now, and I'd like to
> >have them fixed. *If I remember correctly, when Dell came to my house
> >to fix the hinges on an older i8600, they had to replace the LCD
> >frame.
>
> >If I look at the service manual for the i6000, below, I can't tell if
> >Dell could tighten the hinges, or if they have to replace the LCD
> >frame. *Anyone know?
>
> >Before I call, I just want to know what to expect.
>
> >http://support.dell.com/support/edoc...n/sm/index.htm
>
> >Thanks.

I'm on the phone right now (third transfer) trying to understand what
this guy is saying.

Now he's asking how I broke the hinge cover...No, it's not broken!
Now he's asking 'so you can't open the laptop...No, I can open it.
Now he's asking how I broke the hinges...No, they are loose!
Now he's asking how did this happen...Normal use.

With each answer, he goes to his supervisor.

I think this is going to be a DellHell call.

Now he says I'm not covered because I this is normal usage.

Either ask to speak to the supervisor, or go the on-line route in requesting
warranty service. You got a script monkey on the other end of the phone. An
untrained one... Ben Myers

On Wed, 3 Sep 2008 09:35:39 -0700 (PDT), Boris <boris->
wrote:

>On Sep 3, 9:23*am, Ben Myers <ben_myers_spam_me_...@charter.net>
>wrote:
>> Looks like the hinges are integrated with some long rod-like pieces that run up
>> either side of the LCD screen and stabilize it. *This is similar to many other
>> models of Dell laptops.
>>
>> There is a possibility that the screws holding the hinge assembly together could
>> be tightened toget rid of LCD wobble. *Only by disassembly can one tell.
>>
>> Odds are that the Dell's contracted service person will show up with an entire
>> assembly including LCD, to cut down on the time it takes to do the repair. *Then
>> the not-too-good one gets shipped back to a place where lower priced people can
>> repair it and send it back out again.
>>
>> Do not let the service person leave until you are 100% satisfied that the
>> computer operates properly. *After all, he could leave a scalpel inside the
>> patient or not suture properly with disastrous effects... Ben Myers
>>
>> On Wed, 3 Sep 2008 07:41:42 -0700 (PDT), Boris <boris-badeno...@excite.com>
>> wrote:
>>
>> >Hi,
>>
>> >My college daughter has an i6000 that is still under NBD warranty.
>> >The display hinges have been loose for a while now, and I'd like to
>> >have them fixed. *If I remember correctly, when Dell came to my house
>> >to fix the hinges on an older i8600, they had to replace the LCD
>> >frame.
>>
>> >If I look at the service manual for the i6000, below, I can't tell if
>> >Dell could tighten the hinges, or if they have to replace the LCD
>> >frame. *Anyone know?
>>
>> >Before I call, I just want to know what to expect.
>>
>> >http://support.dell.com/support/edoc...n/sm/index.htm
>>
>> >Thanks.
>
>I'm on the phone right now (third transfer) trying to understand what
>this guy is saying.
>
>Now he's asking how I broke the hinge cover...No, it's not broken!
>Now he's asking 'so you can't open the laptop...No, I can open it.
>Now he's asking how I broke the hinges...No, they are loose!
>Now he's asking how did this happen...Normal use.
>
>With each answer, he goes to his supervisor.
>
>I think this is going to be a DellHell call.
>
>Now he says I'm not covered because I this is normal usage.

On Sep 3, 11:13*am, Ben Myers <ben_myers_spam_me_...@charter.net>
wrote:
> Either ask to speak to the supervisor, or go the on-line route in requesting
> warranty service. *You got a script monkey on the other end of the phone. *An
> untrained one... Ben Myers
>
> On Wed, 3 Sep 2008 09:35:39 -0700 (PDT), Boris <boris-badeno...@excite.com>
> wrote:
>
> >On Sep 3, 9:23*am, Ben Myers <ben_myers_spam_me_...@charter.net>
> >wrote:
> >> Looks like the hinges are integrated with some long rod-like pieces that run up
> >> either side of the LCD screen and stabilize it. *This is similar to many other
> >> models of Dell laptops.
>
> >> There is a possibility that the screws holding the hinge assembly together could
> >> be tightened toget rid of LCD wobble. *Only by disassembly can one tell.
>
> >> Odds are that the Dell's contracted service person will show up with an entire
> >> assembly including LCD, to cut down on the time it takes to do the repair. *Then
> >> the not-too-good one gets shipped back to a place where lower priced people can
> >> repair it and send it back out again.
>
> >> Do not let the service person leave until you are 100% satisfied that the
> >> computer operates properly. *After all, he could leave a scalpel inside the
> >> patient or not suture properly with disastrous effects... Ben Myers
>
> >> On Wed, 3 Sep 2008 07:41:42 -0700 (PDT), Boris <boris-badeno...@excite..com>
> >> wrote:
>
> >> >Hi,
>
> >> >My college daughter has an i6000 that is still under NBD warranty.
> >> >The display hinges have been loose for a while now, and I'd like to
> >> >have them fixed. *If I remember correctly, when Dell came to my house
> >> >to fix the hinges on an older i8600, they had to replace the LCD
> >> >frame.
>
> >> >If I look at the service manual for the i6000, below, I can't tell if
> >> >Dell could tighten the hinges, or if they have to replace the LCD
> >> >frame. *Anyone know?
>
> >> >Before I call, I just want to know what to expect.
>
> >> >http://support.dell.com/support/edoc...n/sm/index.htm
>
> >> >Thanks.
>
> >I'm on the phone right now (third transfer) trying to understand what
> >this guy is saying.
>
> >Now he's asking how I broke the hinge cover...No, it's not broken!
> >Now he's asking 'so you can't open the laptop...No, I can open it.
> >Now he's asking how I broke the hinges...No, they are loose!
> >Now he's asking how did this happen...Normal use.
>
> >With each answer, he goes to his supervisor.
>
> >I think this is going to be a DellHell call.
>
> >Now he says I'm not covered because I this is normal usage.

I did get a supervisor, because it was obvious this fellow didn't
understand what I needed. I almost hung up and called again, but it
had taken me 30 minutes to get this far.

I got no satisfaction from Mr. Supervisor. His stance is that this is
normal, and not covered under extended warranty, and I should have
bought that complete care thing. I ONLY have a four year NBD
warranty. I said I don't think you understand, nothing is broken, but
he said that he did have 'his' technician nearby, listening, to be
sure that they understood the problem with the hinges. Geez, let's
bring in the whole tech department cause this one's a toughie. They
couldn't understand such a simple thing...the hinges are loose!

I reminded him that a year earlier, under a four year NBD warranty on
a i8600, I had the same problem fixed by a Dell technician, in my
home. I didn't get any resistance from Dell at that time.

Mr. Supervisor said it was "probably" because of the way they define
normal usage versus hardware failure: If their repair data base shows
lots of repairs for some particular item, it's hardware failure. If
they don't show lots of repairs, it's normal usage. (Sort of sounds
chicken vs. egg to me.) He said the battery recall was an example.
Rediculous.

I said we had nothing else to talk about, so let's end the call, but
he insisted on sending me to "Out of Warranty Repairs" to see what
else they could do to me. I said, no, I'm not paying to have this
fixed. It was hard to get rid of him and his sales pitch.

"Boris" <boris-> wrote in message
news:07de32b3-205a-40d5-823b-...
> Hi,
>
> My college daughter has an i6000 that is still under NBD warranty.
> The display hinges have been loose for a while now, and I'd like to
> have them fixed. If I remember correctly, when Dell came to my house
> to fix the hinges on an older i8600, they had to replace the LCD
> frame.
>
> If I look at the service manual for the i6000, below, I can't tell if
> Dell could tighten the hinges, or if they have to replace the LCD
> frame. Anyone know?
>
> Before I call, I just want to know what to expect.
>
> http://support.dell.com/support/edoc...n/sm/index.htm
>
> Thanks.


I have a 2-3 year old I-6000 that has a "dead spot" of about 3/4" in screen
positioning. When it bugs me enough I'll replace the hinges.

I can assure you that unless the hinge assemblies are loose connected on the
base or on the display itself, there is no way to "tighten" the screen
movement within the hinge assemblies themselves.

The only way you're going to get Dell to back off of their "normal wear"
position is to e-mail Michael Dell or e-mail/chat/phone a tech who's
judgement suggests that the hinges represent a "hardware failure" for a
customer who's paid extra for a warranty to cover such things.

It's a judgment call, and one that Dell used to routinely make in the
customer's favor.

My position is that you paid a (significant) premium price upfront for the
extended warranty. Dell has made their profit off of that and the machine -
therefore, good business says send a guy with new hinges to replace them and
keep a long-time customer.

That's not a fun repair, but the hinge parts are maybe a $20-30 item from
Dell spare parts as a guess.

Good luck

Stew

On Sep 3, 3:37*pm, "Christopher Muto" <m...@worldnet.att.net> wrote:
> i totally agree with stew. *and suggest crafting a short and precise letter
> to michael_d...@dell.com detailing both the fact that your display no longer
> holds at all usable angles and that support was extremely unpleasant and
> unsatisfactory in assisting with a solution. *and i would ask mr. dell that
> if they are unwilling to fix the problem then you would like a refund for
> all that you paid for your extended warranty. *you don't want to investmore
> time with the phone support people, so email, albeit slow, would be the best
> way to go. *replacement hinges can be had on ebay for as little as $5-15 a
> set but installation is quite involved. *given the work involved i would
> spend the extra and buy the part new from dell spare parts but that would
> unfortunately mean calling support again to get the correct part number. *if
> you decide to go this route then i suggest that you also get a set of the
> rubber bezel bumpers (screw covers) as they don't usually stick very well
> after they have been removed even one time (and they only cost a couple of
> dollars). *let us know how it works out. *good luck.
>
> "S.Lewis" <Gossa...@interesting.com> wrote in message
>
> news:PQDvk.23052$.. .
>
>
>
> > "Boris" <boris-badeno...@excite.com> wrote in message
> >news:07de32b3-205a-40d5-823b-...
> >> Hi,
>
> >> My college daughter has an i6000 that is still under NBD warranty.
> >> The display hinges have been loose for a while now, and I'd like to
> >> have them fixed. *If I remember correctly, when Dell came to my house
> >> to fix the hinges on an older i8600, they had to replace the LCD
> >> frame.
>
> >> If I look at the service manual for the i6000, below, I can't tell if
> >> Dell could tighten the hinges, or if they have to replace the LCD
> >> frame. *Anyone know?
>
> >> Before I call, I just want to know what to expect.
>
> >>http://support.dell.com/support/edoc...n/sm/index.htm
>
> >> Thanks.
>
> > I have a 2-3 year old I-6000 that has a "dead spot" of about 3/4" in
> > screen positioning. *When it bugs me enough I'll replace the hinges.
>
> > I can assure you that unless the hinge assemblies are loose connected on
> > the base or on the display itself, there is no way to "tighten" the screen
> > movement within the hinge assemblies themselves.
>
> > The only way you're going to get Dell to back off of their "normal wear"
> > position is to e-mail Michael Dell or e-mail/chat/phone a tech who's
> > judgement suggests that the hinges represent a "hardware failure" for a
> > customer who's paid extra for a warranty to cover such things.
>
> > It's a judgment call, and one that Dell used to routinely make in the
> > customer's favor.
>
> > My position is that you paid a (significant) premium price upfront for the
> > extended warranty. *Dell has made their profit off of that and the
> > machine - therefore, good business says send a guy with new hinges to
> > replace them and keep a long-time customer.
>
> > That's not a fun repair, but the hinge parts are maybe a $20-30 item from
> > Dell spare parts as a guess.
>
> > Good luck
>
> > Stew

Stew, Christopher, Ben,

I think I'll try the online chat first, and hope I get an
understandable and reasonable agent. If not, I'll go with the Michael
Dell email route. I really don't want to have to buy and replace,
myself, the display plastic back panel. I do believe that's where the
problem lies, and I've seen a tech remove and replace this before on
my i8600. It's not fun or easy, and there's lots of room for error.
Last thing I want to do is end up with a laptop that my daughter can't
use in her last year in college.

Depending on how this whole thing turns out, I may or may not extend
the warranty on my newest laptop, a (Vista-yuck) i1420. For the extra
$250 - $300, I'll just share the risk, and use the savings to purchase
another laptop should the i1420 suffer an expensive repair before the
current warranty expire.

"Boris" <boris-> wrote in message
news:a000b027-81b0-46f4-9a20-...
On Sep 3, 3:37 pm, "Christopher Muto" <m...@worldnet.att.net> wrote:
> i totally agree with stew. and suggest crafting a short and precise letter
> to michael_d...@dell.com detailing both the fact that your display no
> longer
> holds at all usable angles and that support was extremely unpleasant and
> unsatisfactory in assisting with a solution. and i would ask mr. dell that
> if they are unwilling to fix the problem then you would like a refund for
> all that you paid for your extended warranty. you don't want to invest
> more
> time with the phone support people, so email, albeit slow, would be the
> best
> way to go. replacement hinges can be had on ebay for as little as $5-15 a
> set but installation is quite involved. given the work involved i would
> spend the extra and buy the part new from dell spare parts but that would
> unfortunately mean calling support again to get the correct part number.
> if
> you decide to go this route then i suggest that you also get a set of the
> rubber bezel bumpers (screw covers) as they don't usually stick very well
> after they have been removed even one time (and they only cost a couple of
> dollars). let us know how it works out. good luck.
>
> "S.Lewis" <Gossa...@interesting.com> wrote in message
>
> news:PQDvk.23052$.. .
>
>
>
> > "Boris" <boris-badeno...@excite.com> wrote in message
> >news:07de32b3-205a-40d5-823b-...
> >> Hi,
>
> >> My college daughter has an i6000 that is still under NBD warranty.
> >> The display hinges have been loose for a while now, and I'd like to
> >> have them fixed. If I remember correctly, when Dell came to my house
> >> to fix the hinges on an older i8600, they had to replace the LCD
> >> frame.
>
> >> If I look at the service manual for the i6000, below, I can't tell if
> >> Dell could tighten the hinges, or if they have to replace the LCD
> >> frame. Anyone know?
>
> >> Before I call, I just want to know what to expect.
>
> >>http://support.dell.com/support/edoc...n/sm/index.htm
>
> >> Thanks.
>
> > I have a 2-3 year old I-6000 that has a "dead spot" of about 3/4" in
> > screen positioning. When it bugs me enough I'll replace the hinges.
>
> > I can assure you that unless the hinge assemblies are loose connected on
> > the base or on the display itself, there is no way to "tighten" the
> > screen
> > movement within the hinge assemblies themselves.
>
> > The only way you're going to get Dell to back off of their "normal wear"
> > position is to e-mail Michael Dell or e-mail/chat/phone a tech who's
> > judgement suggests that the hinges represent a "hardware failure" for a
> > customer who's paid extra for a warranty to cover such things.
>
> > It's a judgment call, and one that Dell used to routinely make in the
> > customer's favor.
>
> > My position is that you paid a (significant) premium price upfront for
> > the
> > extended warranty. Dell has made their profit off of that and the
> > machine - therefore, good business says send a guy with new hinges to
> > replace them and keep a long-time customer.
>
> > That's not a fun repair, but the hinge parts are maybe a $20-30 item
> > from
> > Dell spare parts as a guess.
>
> > Good luck
>
> > Stew

Stew, Christopher, Ben,

I think I'll try the online chat first, and hope I get an
understandable and reasonable agent. If not, I'll go with the Michael
Dell email route. I really don't want to have to buy and replace,
myself, the display plastic back panel. I do believe that's where the
problem lies, and I've seen a tech remove and replace this before on
my i8600. It's not fun or easy, and there's lots of room for error.
Last thing I want to do is end up with a laptop that my daughter can't
use in her last year in college.

Depending on how this whole thing turns out, I may or may not extend
the warranty on my newest laptop, a (Vista-yuck) i1420. For the extra
$250 - $300, I'll just share the risk, and use the savings to purchase
another laptop should the i1420 suffer an expensive repair before the
current warranty expire.

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>


The chat is worth a try. Keep in mind the tech will have the logs from any
previous calls you've made to Dell about the matter.

I don't think the plastics or the LCD screen are an issue here at all, only
the screen hinges.

And having a fresh look at the parts in this ebay listing, it's a much
easier repair job than I first thought. I got it mixed up with an older
Latitude hinge part I'd recently replaced:
http://tinyurl.com/5d875o

Dell should be tripping over themselves to fix this for you, imo.

Stew

On Sep 4, 7:41*am, "S.Lewis" <Gossa...@interesting.com> wrote:
> "Boris" <boris-badeno...@excite.com> wrote in message
>
> news:a000b027-81b0-46f4-9a20-...
> On Sep 3, 3:37 pm, "Christopher Muto" <m...@worldnet.att.net> wrote:
>
>
>
> > i totally agree with stew. and suggest crafting a short and precise letter
> > to michael_d...@dell.com detailing both the fact that your display no
> > longer
> > holds at all usable angles and that support was extremely unpleasant and
> > unsatisfactory in assisting with a solution. and i would ask mr. dell that
> > if they are unwilling to fix the problem then you would like a refund for
> > all that you paid for your extended warranty. you don't want to invest
> > more
> > time with the phone support people, so email, albeit slow, would be the
> > best
> > way to go. replacement hinges can be had on ebay for as little as $5-15a
> > set but installation is quite involved. given the work involved i would
> > spend the extra and buy the part new from dell spare parts but that would
> > unfortunately mean calling support again to get the correct part number..
> > if
> > you decide to go this route then i suggest that you also get a set of the
> > rubber bezel bumpers (screw covers) as they don't usually stick very well
> > after they have been removed even one time (and they only cost a coupleof
> > dollars). let us know how it works out. good luck.
>
> > "S.Lewis" <Gossa...@interesting.com> wrote in message
>
> >news:PQDvk.23052$. ..
>
> > > "Boris" <boris-badeno...@excite.com> wrote in message
> > >news:07de32b3-205a-40d5-823b-....
> > >> Hi,
>
> > >> My college daughter has an i6000 that is still under NBD warranty.
> > >> The display hinges have been loose for a while now, and I'd like to
> > >> have them fixed. If I remember correctly, when Dell came to my house
> > >> to fix the hinges on an older i8600, they had to replace the LCD
> > >> frame.
>
> > >> If I look at the service manual for the i6000, below, I can't tell if
> > >> Dell could tighten the hinges, or if they have to replace the LCD
> > >> frame. Anyone know?
>
> > >> Before I call, I just want to know what to expect.
>
> > >>http://support.dell.com/support/edoc...n/sm/index.htm
>
> > >> Thanks.
>
> > > I have a 2-3 year old I-6000 that has a "dead spot" of about 3/4" in
> > > screen positioning. When it bugs me enough I'll replace the hinges.
>
> > > I can assure you that unless the hinge assemblies are loose connectedon
> > > the base or on the display itself, there is no way to "tighten" the
> > > screen
> > > movement within the hinge assemblies themselves.
>
> > > The only way you're going to get Dell to back off of their "normal wear"
> > > position is to e-mail Michael Dell or e-mail/chat/phone a tech who's
> > > judgement suggests that the hinges represent a "hardware failure" fora
> > > customer who's paid extra for a warranty to cover such things.
>
> > > It's a judgment call, and one that Dell used to routinely make in the
> > > customer's favor.
>
> > > My position is that you paid a (significant) premium price upfront for
> > > the
> > > extended warranty. Dell has made their profit off of that and the
> > > machine - therefore, good business says send a guy with new hinges to
> > > replace them and keep a long-time customer.
>
> > > That's not a fun repair, but the hinge parts are maybe a $20-30 item
> > > from
> > > Dell spare parts as a guess.
>
> > > Good luck
>
> > > Stew
>
> Stew, Christopher, Ben,
>
> I think I'll try the online chat first, and hope I get an
> understandable and reasonable agent. *If not, I'll go with the Michael
> Dell email route. *I really don't want to have to buy and replace,
> myself, the display plastic back panel. *I do believe that's where the
> problem lies, and I've seen a tech remove and replace this before on
> my i8600. *It's not fun or easy, and there's lots of room for error.
> Last thing I want to do is end up with a laptop that my daughter can't
> use in her last year in college.
>
> Depending on how this whole thing turns out, I may or may not extend
> the warranty on my newest laptop, a (Vista-yuck) i1420. *For the extra
> $250 - $300, I'll just share the risk, and use the savings to purchase
> another laptop should the i1420 suffer an expensive repair before the
> current warranty expire.
>
>
>
> The chat is worth a try. *Keep in mind the tech will have the logs fromany
> previous calls you've made to Dell about the matter.
>
> I don't think the plastics or the LCD screen are an issue here at all, only
> the screen hinges.
>
> And having a fresh look at the parts in this ebay listing, it's a much
> easier repair job than I first thought. *I got it mixed up with an older
> Latitude hinge part I'd recently replaced:http://tinyurl.com/5d875o
>
> Dell should be tripping over themselves to fix this for you, imo.
>
> Stew

I had already composed a note in my head to M.Dell. But, since I'd
wasted a few days following up on this, I thought I'd go online, and
promised myself not to spend too much time chatting. Just the facts,
no arguing, and if I didn't get satisfaction, launch the M. Dell note
approach.

For some reason, though, when I submitted my service tag, the response
was that my system was out of warranty, so I could not connect to
online chat. I tried this for every system (4) for which I still have
warranty coverage. All said expired, even though in my Systems and
Peripherals, all information was correct. I cleared cookies, still no
luck. I switched from IE to FF, and I was in to online chat.

Bottom line...a technician is being dispatched. Here's a cut and
paste of the chat, with all personal data changed:

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Begin cut and paste

This is an automated email sent from Dell Chat. The following
information is a log of your session. Please save the log for your
records.
Your session ID for this incident is 39562855.
Time Details
09/08/2008 11:33:10AM System: "Thanks for choosing chat for your
technical support needs. A chat agent will be with you shortly. Just
so you know, you can also visit our website at support.dell.com to get
technical help."
09/08/2008 11:35:10AM System: "Thanks so much for your patience. Chat
agents are eager to help you with your troubleshooting needs, so stay
on line and the next available representative will assist you."
09/08/2008 11:40:45AM Session Started with Agent (Suresh_138564)
09/08/2008 11:40:50AM Agent (Suresh_138564): "Thank you for contacting
Dell Technical Support. My name is Jasvinder and my rep ID number is
148883. How may I assist you today?"
09/08/2008 11:41:05AM Boris: "Boris, my address, my phone"
09/08/2008 11:41:31AM Agent (Suresh_138564): "Thank you for the
information. How may I assist you today?"
09/08/2008 11:42:01AM Boris: "My Inspiron 6000 hinges don't hold the
screen open all the time anymore."
09/08/2008 11:42:28AM Agent (Suresh_138564): "I’ll be glad to assist
you. Please allow me 2-3 minutes to pull up your system records."
09/08/2008 11:42:39AM Boris: "Sure"
09/08/2008 11:45:01AM Agent (Suresh_138564): "As per the records with
me you have a Inspiron 6000, with Windows XP Home installed as an
operating system on it. Am I correct?"
09/08/2008 11:45:25AM Boris: "Yes."
09/08/2008 11:45:40AM Agent (Suresh_138564): "Are you using the same
system to chat with us, with which you are facing the issue?"
09/08/2008 11:45:48AM Boris: "No."
09/08/2008 11:46:54AM Agent (Suresh_138564): "Okay, we need to remove
the hinge cover and then tighten the LCD screws under it as well as
the screws located at the back of the system."
09/08/2008 11:47:09AM Agent (Suresh_138564): "Please refer the
following link while removing the hinge cover:"
09/08/2008 11:47:18AM Agent (Suresh_138564): "http://support.dell.com/
support/edocs/systems/ins6000/en/sm/hinge0.htm#wp1127833"
09/08/2008 11:47:41AM Boris: "Then what?"
09/08/2008 11:48:24AM Agent (Suresh_138564): "Tighten the screws and
the LCD screen will be stable in which ever position you would like to
keep it."
09/08/2008 11:49:03AM Boris: "I need a diagram to show me where the
screws are."
09/08/2008 11:50:05AM Boris: "Because you say screws under the hinge
cover, and located at the back of the system."
09/08/2008 11:50:14AM Agent (Suresh_138564): "They are located right
below the hinge cover. I apologize but there is no such diagram
available."
09/08/2008 11:50:27AM Agent (Suresh_138564): "Yes, they are under the
hinge cover."
09/08/2008 11:50:41AM Boris: "They don't tighten anything."
09/08/2008 11:50:48AM Boris: "Especially the LCD screen."
09/08/2008 11:51:02AM Agent (Suresh_138564): "Have you tried
tightening them?"
09/08/2008 11:51:07AM Boris: "Yep."
09/08/2008 11:52:31AM Agent (Suresh_138564): "Okay, we will need to
replace the top cover assembly of the laptop to fix this issue."
09/08/2008 11:52:44AM Boris: "Ok."
09/08/2008 11:52:49AM Agent (Suresh_138564): "I will be sending you an
onsite technician to replace it for you."
09/08/2008 11:52:59AM Boris: "Thank you."
09/08/2008 11:53:26AM Agent (Suresh_138564): "You are most welcome."
09/08/2008 11:53:29AM Agent (Suresh_138564): "Should I send him to the
address you provided me with earlier?"
09/08/2008 11:54:11AM Boris: "Yes, please."
09/08/2008 11:54:16AM Agent (Suresh_138564): "Sure."
09/08/2008 11:54:32AM Agent (Suresh_138564): "Please stay online for
4-5 minutes while I create the dispatch."
09/08/2008 11:54:42AM Boris: "I will."
09/08/2008 11:55:01AM Agent (Suresh_138564): "Thank you."
09/08/2008 12:00:28PM Agent (Suresh_138564): "Thank you for staying
online."
09/08/2008 12:00:31PM Agent (Suresh_138564): "I have created the
dispatch. Please make a note of your dispatch number. The dispatch
number # is 222222222. The service technician would contact you in 2
business days and fix up an appointment. We will ship the parts
overnight to the service vendor. Onc"
e they have received the parts they will call you to schedule an
appointment to come out and replace the parts for you.
09/08/2008 12:00:34PM Boris: "Sure."
09/08/2008 12:00:38PM Agent (Suresh_138564): "Is there anything else I
may assist you with your Dell system today?"
09/08/2008 12:01:11PM Boris: "That's it. Many thanks."
09/08/2008 12:01:37PM Agent (Suresh_138564): "You are most welcome."
09/08/2008 12:01:38PM Agent (Suresh_138564): "Thank you for contacting
Dell technical support."
09/08/2008 12:01:46PM Agent (Suresh_138564): "Have a great day
ahead."
09/08/2008 12:02:00PM Boris: "You also. Good bye."
09/08/2008 12:02:09PM Agent (Suresh_138564): "Goodbye and take care."

End cut and paste
----------------------------------------------------------------------------------------------------------------------------------

"Boris" <boris-> wrote in message
news:8a051edb-0c12-4037-9442-...
On Sep 4, 7:41 am, "S.Lewis" <Gossa...@interesting.com> wrote:

<snip>


Boris,

That's great. A headache getting there, but I'm glad the chat tech came
through for you.


-Stew