Laptop RAM disappearance case

One of the industry’s best technical support programs is Dell’s ProSport program. If you ask a question, you will be given a complete answer in 10 seconds. The attitude of the great engineers actually trying to help is also impressive. In addition to this support program, another excellent service was added to Unisys, the next business day on-site repair.However, there is no definite program in the world. The problem with the combination of Dell Support and Unisys on-site repair services the next day is that when something goes wrong it is almost impossible to figure out where the cause is. In this regard, here is the context of my recent experience getting technical support from Dell laptops.

It started with the problem of not being able to handle Skype calls and zoom calls on Dell laptops. Microphone or audio system not working. (This is especially problematic in situations where you have to work remotely due to the corona crisis). I turned off my laptop countless times for a few hours, then restarted it, switching cables and headsets to different ones and so on. Eventually, I found Dell Pro, but the acquaintance quickly connected.

I, of course, a Dell spokesperson initially thought it was an audio driver issue. (No, this is an audio driver.) However, testing and updating the driver did not resolve the issue. It wasn’t until later that Microsoft (thankfully!) Discovered that Dell drivers were overwritten, but initial tests showed that all drivers were correct and up-to-date.

After several thorough tests, Dell concluded that the motherboard needed to be replaced. I was not happy with it, but I was told to do so, the motherboard re-installation was scheduled for the next day.

Getting a driver’s visit in the Corona 19 era was not so easy. To reduce the time the driver stays at home, a work table is set up next to the door behind the basement. The driver has replaced the motherboard and reassembled the laptop with precision. Still, the audio issue remains.

The issue was resolved after a few more calls for technical support and a few more driver reinstallations. In the end, changing the motherboard turned out to be a waste of time. Dell was responsible for the cost, I was not.

A week or so after that it seemed like there was no problem. Then, I stumbled across half of the laptop’s RAM. 128GB (required for most audio editing) has been reduced to 64GB. I phoned Dell again. Looking at the laptop, I could see that it only had two empty RAM slots and 64GB RAM. Dell quickly confirmed that the visiting driver had forgotten to rebuild some RAM chips.

The official conclusion may be so, but my observations of the article (while maintaining a distance of 2 meters) showed that there were no parts when the reassembly was completed. If the driver does not infiltrate expensive parts (which is unlikely, but possible), it does not make sense. However, Dell sent me another article saying that it would install the missing RAM.

From this point on, things are weird.

The Dell technical support team told me that they would log into the system for a scheduled visit and that they would receive a confirmation email within an hour. Is good. But a few hours later, the e-mail did not arrive. When I called again, for some reason, the request for a visit was not processed. (I have not heard anything else that something is wrong) We can resubmit the visit request, but it has already expired. OK. Waiting for another day is not a problem.

However, there was no news for many hours. The next day, I received an e-mail stating that the appointment had been canceled. I received an email confirming that the driver had to visit by the end of that evening.

I thought so, but the next morning I received an e-mail that the driver’s visit had been canceled. Somehow, I got an article just when I was about to make a phone call. When I showed the driver the canceled email, she broke down. Looking at the horse’s face, it seemed that this was not the first time this had happened.

Anyway, the driver checked the laptop. When I looked at the screen that both Dell and I checked, it was displayed as 64GB of RAM, which was actually 128GB, but somehow I came to the conclusion that 64GB would be mentioned twice. The driver phoned the headquarters, but the headquarters also seemed to agree with the driver’s opinion. The driver reassembled the laptop and I showed the screen again to the driver, pointing to an empty RAM slot. (Before visiting the last article) They point out that this is clearly marked as 128GB.

After asking the driver to boot the laptop into diagnostic mode (as I did before), I pointed to the area where the two slots were found to be empty. The horse seemed embarrassed. After talking to headquarters again, I decided to open the laptop again and take a closer look. That’s when I found two empty slots. When I add new RAM to the empty slot, it is displayed as 128GB before the previous visit.

The next day, another email arrived. Another article said he was due to visit the next day. I was embarrassed and asked to cancel my visit. The visit was canceled and the issue seemed to be resolved.

This situation is a problem for Unisys (certainly, a series of problems for Unisys), but in my view, Dell is not responsible at all. How closely does Dell manage its contractors / partners? Since these people are the faces of Dell, Dell needs to look more closely.

* Evan Schumann is a columnist for CBS News.com, retail week, computer world and e-week, and the founding editor of retail technology site ‘Storefront Back Talk’. ciokr@idg.co.kr