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
Service Dispatch #053137913 Transaction Account Replace DVI (Digital
Device Driver Installed Correct Order Intel 915G Motherboard Chipset
Video Controller Device Driver Failing Silocon Image Model Sil 1364A
Silocon Image Video Controller Device Driver Software Received from
Device Driver Upgraded Intel 915G Motherboard Chipset Utililities In
Case Number 87313192 Video Controller Device Driver Failing Silocon

2208 -
2208 -    ..
2209 - Summary/Objective
2210 -
221001 - Follow up ref SDS 15 0000. ref SDS 14 0000.
221002 -
221003 - Dell issued a service dispatch number, and advises that the
221004 - replacement video controller should be installed tomorrow. ref SDS 0
221005 - KR8M
221006 -
221007 -           [On 050113 contacted Dell to confirm date of service.
221008 -           ref SDS 16 IB4M
221010 -            ..
221011 -           [On 050113 Dell Appointment Booking called and scheduled
221012 -           service on 050114. ref SDS 16 PJ8G
221014 -            ..
221015 -           [On 050113 Frank reported the video controller had not been
221016 -           shipped for installation by the service people. ref SDS 16
221017 -           PJ5G
221019 -            ..
221020 -           [On 050113 Frank reported new service dispatch was initiated
221021 -           and he included an upgrade to a 128 MB system. ref SDS 16
221022 -           YS3M
221023 -
221024 -
221025 -
221026 -
221027 -
221028 -
221029 -
221031 -  ..
2211 -
2212 -
2213 - Progress
2214 -
221401 - Video Controller Replace to Correct Configuration Errors
221402 -
221403 - Follow up ref SDS 15 DT6I.
221404 -
221405 - Submitted ref DIT 1 0001 to Frank and linked to the record on 050107,
221406 - saying....
221407 -
221408 -    1.  Please let me know results of Dell planning on subject
221409 -        initiative as set out in your letter on January 7th, with
221410 -        respect to changing the video controller, ref SDS 15 5335, and
221411 -        as further discussed in my letter on the same day, ref SDS 15
221412 -        W56W, submitting service accounts drawn from the record on
221413 -        November 16, 2004. ref SDS 2 517Y
221414 -
221416 -  ..
2215 -
2216 -
2217 - 1113
2218 -
221801 - Received ref DRT 1 0001 from Frank responding to the letter this
221802 - morning asking about progress on replacing the video controller, per
221803 - above. ref SDS 0 PA6L
221805 -  ..
221806 - Frank says....
221807 -
221808 -    1.  The service was created.  Your Dispatch # for your referrence
221809 -        is 053137913.  We will replace the DVI card and if that does
221810 -        not fix the issue we will look into this further.
221811 -
221812 -           [On 050113 Dell Appointment Booking submitted a Service
221813 -           Request Number for the transaction. ref SDS 16 EK5J
221815 -         ..
221816 -    2.  In all honesty it might be a corrupted registry which if it is,
221817 -        we will need to do a complete OS reinstall. ref DRT 1 OL5N
221818 -        Call me after the servcie is complete please.
221820 -  ..
221821 - On 041213 the OS was installed clean, pursuant to instructions from
221822 - Dell, ref SDS 7 4SKV, and at that time Device Manager showed no
221823 - errors. ref SDS 7 5X4O  OS was originally installed on 041118, and at
221824 - that time Device Manager reported errors. ref SDS 3 0001
221826 -  ..
221827 - Frank continues...
221828 -
221829 -    3.  Many of the tools that Dell technicians use are online and
221830 -        available to you. You can download drivers, software updates,
221831 -        or search Dell's extensive Knowledge Base and FAQs.  For online
221832 -        support 24/7, visit, ref DRT 1 00W2
221833 -
221834 -           http://www.support.dell.com.
221835 -
221836 -
221838 -  ..
2219 -
2220 -
2221 - 1145
2222 -
222201 - Submitted ref DIT 2 0001 responding to Frank's letter, per above.
222202 - ref SDS 0 Q46K, and saying...
222203 -
222204 -    1.  Will we be contacted by the Dell service people to upgrade the
222205 -        controller IAW your letter on January 7? ref SDS 15 5335
222207 -         ..
222208 -    2.  How has this step been communicated? ref DIT 2 TJ6H
222210 -  ..
222211 - Below, Frank clarifies that he will decide on upgrading the video card
222212 - after determining the scope of the problem. ref SDS 0 AH3L
222213 -
222215 -  ..
2223 -
2224 -
2225 - 1243
2226 -
222601 - Received ref DRT 2 0001 from Frank responding to the letter earlier
222602 - today asking about the scope of the service in relation to upgrading
222603 - the video controller, per above. ref SDS 0 KF4G
222605 -  ..
222606 - Frank says...
222607 -
222608 -    1.  It is I who can upgarde the card.  We must first find out if
222609 -        the card is what is causing the issue. ref DRT 2 0001
222610 -
222611 -    2.  The only other DVI card that we have is just a 64mb card.  I
222612 -        restate again I don't see an issue with upgrading but it is
222613 -        something that is currently being reviewed.  I can not
222614 -        guarantee a yes or no answer at this time but I am reviewing
222615 -        everything as I write this email and will notify you with the
222616 -        results when I determine them. ref DRT 2 BH5M
222618 -  ..
222619 - This clarifies the scope of upgrading the video controller discussed
222620 - in Frank's letter on 050107, ref SDS 15 5335, and addresses the
222621 - inquiry earlier this morning, per above. ref SDS 0 KF4G
222623 -  ..
222624 - Frank concludes...
222625 -
222626 -    3.  My priority at this time is getting that DVI replaced and if
222627 -        that fixes the issue then great.  Just let me know what happens
222628 -        after the service technciian leaves. ref DRT 2 JH6J
222629 -
222630 -
222632 -  ..
2227 -
2228 -
2229 - 1300
2230 -
223001 - Schedule Service on C14 OA 050112
223002 -
223003 - Submitted ref DIT 3 0001 to Frank asking about the schedule for
223004 - performing the work....
223005 -
223006 -    1.  Thanks for clarifying the scope of service on replacing the DVI
223007 -        card, as shown in your letter earlier today. ref SDS 0 4P6L
223009 -         ..
223010 -    2.  What are the mechanics of this transaction? ref DIT 3 2P6F
223012 -         ..
223013 -    3.  Does someone call to coordinate on a date and time to visit.
223014 -        What is the normal turn around on these tasks -- should we
223015 -        expect the work will be performed this week, next week??  Does
223016 -        it usually take a month??? ref DIT 3 EP6I
223017 -
223018 -
223020 -  ..
2231 -
2232 -
2233 - 1432
2234 -
223401 - Received ref DRT 3 0001 from Frank responding to the letter earlier
223402 - today asking about the schedule for performing service on c14, per
223403 - above. ref SDS 0 036F
223404 -
223405 -    1.  What happens is this...
223406 -
223407 -        1.  As long as the card is in stock it should ship out today
223408 -            and the technician should receive it tomorrow. ref DRT 3
223409 -            0001
223411 -             ..
223412 -        2.  Once the technician receives it he will call you to setup a
223413 -            time to come and service the computer. ref DRT 3 NS5O
223415 -             ..
223416 -        3.  After the service is complete go ahead and run the DVI
223417 -            install which we have done previously and see if it errors
223418 -            out. ref DRT 3 NS6R
223420 -  ..
223421 - We need to install the video driver using Frank's instructions on
223422 - 041222. ref SDS 13 PSPP
223424 -  ..
223425 - Frank continues...
223426 -
223427 -    2.  Call me with the results. ref DRT 3 NS6W
223429 -         ..
223430 -    3.  Service "should be" performed tomorrow. ref DRT 3 NS61
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