THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net


S U M M A R Y


DIARY: January 7, 2005 07:49 AM Friday; Rod Welch

Contacted Frank at Dell on configuring video for c14.

1...Summary/Objective
2...Video Driver Recommeneded by Dell Installation Failed
3...Case Number 87313192 Video Controller Device Driver Failing Silocon
4...Video Controller Replace to Correct Configuration Errors
....Dell Install Vodeo Controller Assess Slow Responsiveness


..............
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CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0614
020101 - Mr. Franlin Farmer                                                                                                                                               O-00000056 0614
020102 - Customer Representative
020104 - Technical Support Department
020105 - Resolution Expert Center                                                                                                                                         O-00000056 0614

SUBJECTS
Device Driver Installed Correct Order Intel 915G Motherboard Chipset
Silocon Image Video Controller Replace to Correct Problem Device Dri
Video Controller Device Driver Failing Silocon Image Model Sil 1364A
Device Driver Upgraded Intel 915G Motherboard Chipset Utililities In
Case Number 87313192 Video Controller Device Driver Failing Silocon

2107 -
2107 -    ..
2108 - Summary/Objective
2109 -
210901 - Follow up ref SDS 14 0000. ref SDS 13 0000.
210902 -
210903 - Dell proposes changing the video controller to clear the problem on
210904 - failing to install device drivers to configure c14 for video.  He
210905 - will submit ideas on upgrading the controller.
210906 -
210907 -        [On 050111 submitted letter to Dell asking Frank about progress
210908 -        on plans to change the video controller. ref SDS 15 PA6L
210910 -         ..
210911 -        [On 050113 Dell Appointment Booking called and scheduled
210912 -        service on 050114. ref SDS 16 EK5J
210914 -         ..
210915 -        [On 050113 Dell reported new service dispatch initiated and
210916 -        included an upgrade to a 128 MB video controller system to
210917 -        solve underlying I/O slow response performance issues.
210918 -        ref SDS 16 YS3M
210919 -
210920 -
210922 -  ..
2110 -
2111 -
2112 - Progress
2113 -
211301 - Video Driver Recommeneded by Dell Installation Failed
211302 - Case Number 87313192 Video Controller Device Driver Failing Silocon
211303 -
211304 - Follow up ref SDS 14 PA6L, ref SDS 13 PA6L.
211305 -
211306 - Submitted ref DIT 1 0001 to Frank responding to Frank's letter on
211307 - 050105, and saying...
211308 -
211309 -    1.  You evidently got backed up on Wednesday, and could not follow
211310 -        up on plans to call with new instructions, ref DIT 1 0001, per
211311 -        your letter, ref SDS 14 JH3J, responding to my letter on
211312 -        050105. ref SDS 14 PA6L
211314 -         ..
211315 -    2.  Please let me know when you expect to follow up.  I'll be in a
211316 -        meeting from OA 1p - 3p, but available the rest of the day.
211317 -        This case is beginning to sound like the SDS typical day
211318 -        scenario, ref OF 9 05KL, ... just joking.
211319 -
211320 -
211321 -
211322 -
211324 -  ..
2114 -
2115 -
2116 - 0815
2117 -
211701 - Video Controller Replace to Correct Configuration Errors
211702 -
211703 - Received ref DRT 1 0001 from Frank responding to the letter this
211704 - morning asking about follow up to fix the video controller driver,
211705 - ref SDS 0 PA6L, and saying...
211706 -
211707 -    1.  I will be calling you today.
211709 -         ..
211710 -    2.  I am in a meeting today from 1pm to 6pm. ref DRT 1 XY5L
211712 -         ..
211713 -    3.  Pretty much what we are going to have to do is replace that
211714 -        card.  All the software installs we have done are not working.
211715 -        ref DRT 1 OY5N
211717 -  ..
211718 - Frank is proposing to replace the Silocon Image video controller card,
211719 - listed in the product spec reported on 041116. ref SDS 2 O54Y
211721 -  ..
211722 - Frank continues...
211723 -
211724 -    4.  Would you like me to go ahead and issue the service?
211725 -        ref DRT 1 XY6G
211726 -
211727 -            [On 050113 Dell Appointment Booking called and scheduled
211728 -            service on 050114. ref SDS 16 EK5J
211729 -
211730 -
211732 -  ..
2118 -
2119 -
2120 - 0823
2121 -
212101 - Submitted ref DIT 2 0001 responding to Frank's letter asking for
212102 - authorization to issue a service call, and saying...
212103 -
212104 -    1.  Thanks for timely feedback in your letter today. ref SDS 0 DT6I
212106 -         ..
212107 -    2.  If the card is going to be replaced, should consideration be
212108 -        made to upgrade?  We were at Fry's over the weekend, and
212109 -        noticed the 128 MB ATI card, which is one of the options in the
212110 -        Dell driver installation op, is priced at about $150.  On the
212111 -        other hand, Dell's experience may show that the Silocon Image
212112 -        controller is just as good.
212114 -  ..
212115 - The objective is to solve underlying performance issues related to
212116 - video responsiveness reported on 041118. ref SDS 3 MV5F
212117 -
212118 -            [On 050113 Dell reported new service dispatch initiated and
212119 -            included an upgrade to a 128 MB video controller system to
212120 -            solve underlying I/O slow response performance issues.
212121 -            ref SDS 16 YS3M
212123 -  ..
212124 - Letter to Frank continues...
212125 -
212126 -    3.  Can you send me the card, and I replace it, or does someone
212127 -        have to show up and perform the work?
212129 -         ..
212130 -    4.  In any case, this is authorization to proceed.
212131 -
212132 -
212134 -  ..
2122 -
2123 -
2124 - 0905
2125 -
212501 - Received ref DRT 2 0001 from Frank responding to the letter asking
212502 - about updating the video controller, per above. ref SDS 0 E13X
212504 -  ..
212505 - Frank says...
212506 -
212507 -    1.  I don't see a problem with upgrading.  Ill look in to all of it
212508 -        and get back to you with what I find. ref DRT 2 0001
212510 -  ..
212511 - Frank responds to inquiry about upgrading the video controller, per
212512 - above. ref SDS 0 E13X
212513 -
212515 -     ..
212516 -    Dell Install Vodeo Controller Assess Slow Responsiveness
212517 -
212518 -
212519 - Frank continues...
212520 -
212521 -    2.  I can send it directly to you and you can install it or I can
212522 -        send a technician to install it.  Your call on that. I will get
212523 -        back to you later today. ref DRT 2 H56H
212525 -  ..
212526 - Actually, in this case installation by Dell is a good idea, because
212527 - there is a software configuration task that has been problematic.
212528 - Keeping the matter between Dell, reduces confusion about potential
212529 - customer error in performing the work.  Additionally, a technician can
212530 - assess on site performance issues, which correcting the video
212531 - controller and device driver problems is intended to resolve, listed
212532 - in the record on 041118. ref SDS 3 MV5F
212534 -  ..
212535 - Frank continues...
212536 -
212537 -    3.  Please send me the service tag again for the system.
212538 -        ref DRT 2 M56L
212540 -  ..
212541 - Service account numbers are listed in the record on 041116.
212542 - ref SDS 2 517Y
212543 -
212544 -
212545 -
212547 -  ..
2126 -
2127 -
2128 - 0924
2129 -
212901 - Submitted ref DIT 3 0001 to Frank with link to this record and
212902 - saying...
212903 -
212904 -    1.  Responding to your letter this morning, per above, ref SDS 0
212905 -        5335,
212906 -
212907 -        1.  Decided to have Dell perform the service because there is a
212908 -            software configuration task that has been problematic.
212909 -            Keeping the matter between Dell, reduces confusion about
212910 -            potential for customer error in performing the work.
212911 -            ref DIT 3 0001  Additionally, a technician on site can
212912 -            assess performance issues, which correcting the video
212913 -            controller and device driver problems are intended to
212914 -            resolve, as listed in the record on November 18, 2004.
212915 -            ref SDS 3 MV5F
212917 -  ..
212918 - This implements analysis of Frank's letter per above. ref SDS 0 W54I
212920 -  ..
212921 - Letter to Frank continues...
212922 -
212923 -        2.  Service accounts, ref DIT 3 GU7I, are...
212924 -
212925 -            Service Tag...
212927 -             ..
212928 -            Express Service Code...
212930 -  ..
212931 - Respond to Frank's request, per above, ref SDS 0 PE5J, and citing data
212932 - in the record on 041116. ref SDS 2 517Y
212934 -  ..
212935 - Letter to Frank concludes...
212936 -
212937 -        3.  Look forward to hearing your ideas on options to upgrade
212938 -            the video card, per planning in your letter. ref DIT 3 9U7O
212939 -
212940 -                [On 050111 submitted letter to Dell asking Frank about
212941 -                progress on plans to change the video controller.
212942 -                ref SDS 15 PA6L
212944 -                 ..
212945 -                [On 050113 Dell Appointment Booking called and
212946 -                scheduled service on 050114. ref SDS 16 EK5J
212947 -
212948 -
212949 -
212950 -
212951 -
212952 -
212953 -
212954 -
212955 -
212956 -
2130 -
Distribution. . . . See "CONTACTS"