Pada masa tu, yang ada dalam kepala hanyalah kemudahan tersebut. Tak ada benda lain. Sehingga hari ini, aku dah beli 3 jenis komputer dengan Dell Store. Paling latest ialah Vostro Laptop 1710. 17 tu bermaksud 17 inchi.
Sehingga hari ini, baru teringat satu perkara yang penting apabila membeli komputer iaitu sokongan selepas pembelian. Aku tak fikir semua nie sebelum nie sebab kebanyakkan komputer yang aku beli berjaya melepasi tempoh guarantee dengan berjaya tanpa cacat cela. Itu yang buat aku terlupa tentang pentingnya sokongan selepas belian.
Vostro yang aku beli telah menimbulkan masalah selepas 3 bulan aku membelinya. Screen tak nyala dan battery nya jem. Jadi aku telah berurusan dengan pusat sokongan dell secara online chat. Layan sendirillah dia punya mesra melalui conversation kat bawah nie:
| 9:54:14 AM | rabiei mamat | Initial Question/Comment: my screen is blank while booting? what should i do? | |
| 9:54:26 AM | System | You are now being connected to an agent. Thank you for using Dell Chat | |
| 9:54:27 AM | System | Connected with Juno_De_Lara | |
| 9:54:36 AM | Juno_De_Lara | Hello! Thank you for contacting Dell Technical Support. My name is Juno. May I have your full name, phone number and complete shipping address (including postal/PIN code) to update our records? | |
| 9:55:03 AM | rabiei mamat | name : rabiei mamat | |
| 9:55:10 AM | rabiei mamat | phone number : xxxxxxxxx | |
| 9:56:02 AM | rabiei mamat | address: no xxxxxxxxxxxxxxxxxxxxx | |
| 9:56:31 AM | Juno_De_Lara | Thank you for the information. Please stay online while I pull your Customer Profile. | |
| 9:57:11 AM | Juno_De_Lara | Thank you for waiting, Rabiei. May I confirm first, is the system you need help with a Vostro Notebook 1710 with service tag xxxxxxx? | |
| 9:57:19 AM | rabiei mamat | yes i am | |
| 9:57:51 AM | Juno_De_Lara | Thanks for confirming. Could you further describe the issue you are encountering with the system, please? | |
| 9:58:20 AM | rabiei mamat | when i switch on the laptop, the screen is blank, while the disk activity is active | |
| 9:58:35 AM | rabiei mamat | after service activity stop, the screen still blank | |
| 9:59:06 AM | Juno_De_Lara | Do you hear any beeps? | |
| 9:59:15 AM | rabiei mamat | and the light with number 9 on it is blinking | |
| 9:59:18 AM | rabiei mamat | no beeps | |
| 9:59:41 AM | Juno_De_Lara | Is the system with you right now? | |
| 9:59:54 AM | rabiei mamat | yes | |
| 10:00:36 AM | Juno_De_Lara | Okay, to further isolate the issue, let us boot to the diasnostic mode. | |
| 10:00:50 AM | Juno_De_Lara | Please follow these steps: Shut down the computer. Press and hold the <> key and then press the power button to power the system on. Release | |
| 10:00:53 AM | rabiei mamat | the problem is the screen is blank | |
| 10:01:31 AM | Juno_De_Lara | It's okay, Rabiei, after you perform that, we have to take note of the status of the lock LEDs. | |
| 10:01:37 AM | rabiei mamat | ok | |
| 10:01:58 AM | rabiei mamat | hold on | |
| 10:02:26 AM | Juno_De_Lara | Sure. | |
| 10:03:58 AM | rabiei mamat | which one is the lock light? | |
| 10:04:31 AM | Juno_De_Lara | It is the one that you have mentioned with number 9 blinking. | |
| 10:04:37 AM | rabiei mamat | ok | |
| 10:05:31 AM | Juno_De_Lara | Can you tell me the status of that again, please, including the two other lock lights after the Num Lock light. | |
| 10:05:55 AM | rabiei mamat | lock light is blinking | |
| 10:06:19 AM | Juno_De_Lara | You mean the Num Lock light? | |
| 10:06:45 AM | rabiei mamat | light with number 9 | |
| 10:07:00 AM | rabiei mamat | num lock and caps lock is okay | |
| 10:07:23 AM | rabiei mamat | and the screen is blank | |
| 10:07:36 AM | Juno_De_Lara | Okay, the other lock lights are ON and steady? | |
| 10:08:15 AM | rabiei mamat | light with down arrow and A on it is ON and ok | |
| 10:08:45 AM | Juno_De_Lara | Just to confirm further, the pattern of the lock lights is: Blinking-On-On, correct? | |
| 10:08:58 AM | rabiei mamat | yes | |
| 10:09:15 AM | Juno_De_Lara | Thanks for confirming. Rabiei, that indicates a faulty motherboard. To resolve the issue, I will be processing the replacement of the system's motherboard. | |
| 10:09:25 AM | Juno_De_Lara | Are we going to use the same shipping address you provided earlier? Also, please provide an alternate contact person and/or number, if you have, just in case your number is not reachable. | |
| 10:09:53 AM | rabiei mamat | my other number is xxxxxxxxxx | |
| 10:10:10 AM | rabiei mamat | my second problem is the battery | |
| 10:10:28 AM | rabiei mamat | the battery not work anymore | |
| 10:10:34 AM | Juno_De_Lara | Is it for the same system? | |
| 10:10:38 AM | rabiei mamat | windows detect it is full | |
| 10:10:43 AM | rabiei mamat | yes same system | |
| 10:11:06 AM | rabiei mamat | but it is damage i think | |
| 10:11:41 AM | Juno_De_Lara | Did you happen to receive an error message or warning when you were still able to use the system? | |
| 10:11:52 AM | rabiei mamat | no at ala | |
| 10:11:56 AM | rabiei mamat | no at all | |
| 10:12:12 AM | rabiei mamat | suddenly it happen | |
| 10:13:26 AM | Juno_De_Lara | I see. Rabiei, we still have to isolate the issue if the battery itself is really the faulty or other part of the system. Just to make sure, will you be able to test the battery on other similar systems? | |
| 10:13:31 AM | rabiei mamat | actually the problem of battery came first, since i still can use the adaptor, it not bother me so much | |
| 10:13:45 AM | rabiei mamat | no cannot | |
| 10:14:12 AM | Juno_De_Lara | Okay. | |
| 10:14:28 AM | rabiei mamat | OK Juno, how does it take for replacement? | |
| 10:14:33 AM | rabiei mamat | how long? | |
| 10:15:11 AM | Juno_De_Lara | Rabiei, before I proceed with the dispatch details, please let us continue with your battery issue first. | |
| 10:15:18 AM | rabiei mamat | ok no problem | |
| 10:15:20 AM | Juno_De_Lara | Can you take the battery out of the system, please. | |
| 10:15:58 AM | rabiei mamat | what's next? battery is on my hand now | |
| 10:17:11 AM | Juno_De_Lara | Can you see a small button on the battery and 5 small lights on it? | |
| 10:18:21 AM | rabiei mamat | where it is actually? i'm facing the inner side of the battery | |
| 10:19:16 AM | Juno_De_Lara | Okay, please give me a minute to review further the system details. | |
| 10:20:04 AM | rabiei mamat | ok | |
| 10:22:21 AM | Juno_De_Lara | Thanks for patiently waiting, Rabiei. | |
| 10:22:51 AM | Juno_De_Lara | It seems that your battery doesn't have a gauge. Anyway, can you provide me the part number, please. | |
| 10:23:05 AM | Juno_De_Lara | The part number contains 20 alpha-numeric characters you will see on a sticker on the part itself. For example: CN-02E599-41011-35S-04TN | |
| 10:23:32 AM | rabiei mamat | JP-0G278C-42016-95N-0043 | |
| 10:23:38 AM | rabiei mamat | is that correct? | |
| 10:24:06 AM | Juno_De_Lara | Thank you. Please give me a minute to check the part number you provided. | |
| 10:25:16 AM | Juno_De_Lara | Thanks for waiting. | |
| 10:26:06 AM | Juno_De_Lara | Since we are not able to confirm your exact issue on the battery, there is also a possibility that the battery itself is fine and there may be an issue with the motherboard connector to the battery. | |
| 10:26:20 AM | rabiei mamat | ok then | |
| 10:27:11 AM | Juno_De_Lara | Here is what I can do, I will send a technician to replace the motherboard, and then test the battery. If the battery is faulty, then he may replace the battery. If the battery issue is resolved after replacing the motherboard, the technician will not need to replace the battery. | |
| 10:27:23 AM | rabiei mamat | ok fine | |
| 10:27:47 AM | rabiei mamat | how long does it take/ | |
| 10:28:05 AM | Juno_De_Lara | To set your expectation, the engineer who will replace the part/s will reach you within 1-3 business days. Dell Business hours is 9:00 AM to 5:00 PM, Mondays to Fridays (holidays not included). But this may also depend on availability of parts. The service engineer will call you to set an appointment with you. Your Case Number for this issue is 1-300-4691404. Please note that this Case Number is assigned only for this issue wherein all records of our interactions are referenced. | |
| 10:28:30 AM | Juno_De_Lara | Is there anything else I can help you with? | |
| 10:29:45 AM | rabiei mamat | just to confirm | |
| 10:30:02 AM | rabiei mamat | the issues today is the motherboard and battery right? | |
| 10:30:16 AM | Juno_De_Lara | Yes. | |
| 10:30:27 AM | rabiei mamat | ok that's all | |
| 10:30:35 AM | Juno_De_Lara | Okay. | |
| 10:30:36 AM | rabiei mamat | thank you bery much | |
| 10:30:50 AM | Juno_De_Lara | You're most welcome, Rabiei. It has been a pleasure assisting you. If I may ask, are you happy with the assistance I have provided you? | |
| 10:31:03 AM | rabiei mamat | yes i am | |
| 10:31:15 AM | Juno_De_Lara | Great to know that. Thank you for choosing Dell. Have a great day! | |
| 10:31:15 AM | System | Juno_De_Lara has left this session! | |
| 10:31:15 AM | System | The session has ended! |
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