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
Upgrade Video Controller 128 MB Frank Reports Service Has Been Modif
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

2909 -
2909 -    ..
2910 - Summary/Objective
2911 -
291101 - Follow up ref SDS 17 0000. ref SDS 16 0000.
291102 -
291103 - Intially, called this morning to coordinate delivering the 128 MB
291104 - video controller, so that the visit by the Dell technician would not
291105 - waste a service trip. ref SDS 0 IB4M  Jonn arived in the afternoon,
291106 - and was professional and efficient installing a replacement video
291107 - controller.  Jonn encountered the same error installing the video
291108 - driver, ref SDS 0 FU4I, and so considered installing the 128 MB ATI
291109 - video controller, per planning, but discovered that the adapter for
291110 - the cable connection to the monitor was not included in the shipping
291111 - box with controller.  Therefore, plans to install and test the 128 MB
291112 - video controller could not be performed. ref SDS 0 UW7M  Called and
291113 - left message for Frank on results of the service visit, ref SDS 0 HR4G
291114 - Jonn prepared new plans to complete the work. ref SDS 0 UW5F
291116 -  ..
291117 - Submitted a letter to Dell confirming understandings with a copy to
291118 - Unisys, per Jonn's request. ref SDS 0 HO8M
291119 -
291120 -        [On 050207 unused parts returned to Dell. ref SDS 20 E156
291121 -
291122 -
291123 -
291125 -  ..
2912 -
2913 -
2914 - Discussion
2915 -
291501 - Dell Coordinated to Deliver Upgraded 128 MB Video Controller
291502 -
291503 - Called Dell Appointment Booking performed by Unisys at...
291504 -
291505 -        888 615 9119
291507 -  ..
291508 - Talked to Sabrina.
291510 -  ..
291511 - Asked about
291512 -
291513 -        Service Request Number....
291514 -
291515 -               26855079
291517 -  ..
291518 - Reviewed record yesterday scheduling meeting this morning to install a
291519 - video controller in c14. ref SDS 17 PJ8G
291521 -  ..
291522 - Later in the afternoon, yesterday, Frank at Dell reported the part had
291523 - not been shipped, ref SDS 17 PJ5G, so this raises a question of how
291524 - service can be performed without the part?   Additionally, later in
291525 - the afternoon, another letter was received from Dell advising the part
291526 - was shipped, and this would be a 128 MB video controller, ref SDS 17
291527 - YS3M, raising another question of whether the technician will show up
291528 - with the correct part?
291530 -  ..
291531 - Sabrina investigated the service record and advised that the
291532 - technician is scheduled to show up with two parts, indicating
291533 - coordination may be effective on this transaction.  She advised that
291534 - Frank's letter yesterday, reporting that a 128 MB controller will be
291535 - installed, ref SDS 17 YS3M, has been processed.
291537 -  ..
291538 - Evidently, everything has been done that can be done to make the
291539 - service visit productive and effective.
291540 -
291541 -      [...below, service visit failed because a video cable connection
291542 -      adapter part ordered in the the packing list was not delivered.
291543 -      ref SDS 0 6Q3K
291544 -
291545 -
291546 -
291547 -
291549 -  ..
2916 -
2917 -
2918 - 1447
2919 -
291901 - Dell Service Technician Install Replacement Silocon Image Controller
291902 -
291903 - Follow up ref SDS 16 KR8M.
291904 -
291905 - Dell technician arrives...
291906 -
291911 -  ..
291912 - Work plan for today...
291913 -
291914 -    1.  Jonn installed the replacement Silocon Image video controller,
291915 -        per Frank's letter on 050111, ref SDS 16 XX3U, and modified by
291916 -        his letter yesterday on 050113, ref SDS 17 YS3M, to clear error
291917 -        installing video driver reported on 041222. ref SDS 13 PSPU
291918 -
291919 -        a.  Jonn shut down the computer, and opened the case.  He
291920 -            installed new Silocon Image video controller.
291922 -             ..
291923 -            When the computer was powered up, there was a problem
291924 -            getting the mouse and keyboard to function.  Jonn made
291925 -            adjustments to secure cable connections for these devices,
291926 -            and was successful getting I/O components to function after
291927 -            power up.
291928 -
291930 -             ..
291931 -            Driver Installation Silocon Image Controller Failed Again
291932 -
291933 -        b.  Jonn installed the software driver for the Silocon Image
291934 -            video controller located at...
291935 -
291936 -                 g: 00 dell14 Intel Chipset Video Drivers 1432KA01.EXE
291937 -
291938 -            ....using Frank's instructions reported previously in the
291939 -            record on 041222, ref SDS 13 TC8I.
291941 -             ..
291942 -            Installation failed again with the same error message
291943 -            reported on 041222, ref SDS 13 K45J, and returning the same
291944 -            listing in the Device Manager. ref SDS 18 7C5M
291946 -         ..
291947 -    2.  Jonn considered installing the 128 MB video controller, which
291948 -        Frank ordered yesterday, ref SDS 17 YS3M, and which is marked
291949 -        for identification on the circuit board showing...
291950 -
291951 -                   ATI Part #102A2590600
291952 -
291953 -        ...and is listed as....
291954 -
291955 -                   H3823 CRD;GRPHC;128;X300;OPGA2;FH,
291956 -
291957 -        ....in the packing slip. ref OF 14 OY5M
291958 -
291959 -            [On 050207 unused parts returned to Dell. ref SDS 20 E156
291961 -         ..
291962 -        ATI video card has following identification....
291963 -
291964 -                Made in China
291965 -
291966 -                REV A01
291967 -
291968 -                REFURBISHED
291970 -                 ..
291971 -                D P/N:  H3823
291973 -                 ..
291974 -                PPID: CNO H3823 69702 4B6 1949
291976 -                 ..
291977 -                GRAPHICS CARD
291979 -                 ..
291980 -                DATE OF LABEL APPLICATION:  041210
291982 -                 ..
291983 -                4B1D096428
291985 -                 ..
291986 -                8960 Ver:  130
291988 -                 ..
291989 -                PN  109-A25900-00
291990 -
291991 -
291992 -
291993 -
291995 -         ..
291996 -        Adapter for Video Cable Missing from Deliver Box for 128 MB
291997 -
291998 -        Jonn could not connect the cable from the monitor to the
291999 -        replacement 128 MB video card, because the connection adapter
292000 -        identified as....
292001 -
292002 -               J4570  ADPT; GRPHC;DVI;2;STD-BRKT  11B0102  AEW0401
292003 -
292004 -        ...in the packing slip, ref OF 14 624K, is missing from the
292005 -        items in the delivery box.
292007 -         ..
292008 -        As a result, Jonn explained he cannot connect the monitor
292009 -        to the video controller, because the cable fitting is not
292010 -        compatible.
292012 -         ..
292013 -    3.  Could not test for resolution of performance issues on slow I/O
292014 -        responsiveness reported on 041118, ref SDS 3 MV5F, because we
292015 -        could not configure the video driver for the replacement
292016 -        Silocon Image video controller, and becasue the we could not
292017 -        install the 128 MB ATI video controller without the cable
292018 -        adapter.
292020 -         ..
292021 -    4.  Called Dell and reported results, per Frank's letter on 050111.
292022 -        ref SDS 16 XX3Y
292024 -         ..
292025 -        Jonn left a message that to install the AIT video card, we need
292026 -        either an adapater to the standard Dell monitor cable, or a
292027 -        different video cable.
292028 -
292029 -
292030 -
292032 -  ..
292033 - Work Plan for Installing 128 MB Video Controller and Test Solutions
292034 -
292035 - Jonn explanined the new work plan to resolve the problem....
292037 -         ..
292038 -    1.  Dell ship adapter part listed in the packing slip.
292039 -        ref OF 14 624K
292041 -         ..
292042 -    2.  Install the 128 ATI video card in the computer, and connect the
292043 -        video cable with the adapter to the monitor.
292045 -         ..
292046 -        We discussed customer installation in order to reduce the cost
292047 -        to Dell of sending another technician to the site.  This seems
292048 -        acceptable.  It prevents trouble shooting the performance
292049 -        issues by a Dell technician once the video is correctly
292050 -        configured, per step 3 above, that was not performed today.
292051 -        ref SDS 0 7N37  Jonn feels pretty sure the performance problems
292052 -        will be resolved by fixing the video, so it seems appropriate
292053 -        to follow Dell's advice on this.
292055 -         ..
292056 -    3.  Install the ATI video driver received from Frank on 041210,
292057 -        ref SDS 5 PJ4S, and which is currently stored in....
292058 -
292059 -                     i: dell drivers ati
292061 -         ..
292062 -        May have to install the driver again though.
292064 -         ..
292065 -    4.  Test performance issues for resolution with properly configured
292066 -        video system, per step 3 above. ref SDS 0 7N37
292068 -         ..
292069 -        Assess further steps, if needed.
292071 -         ..
292072 -    5.  Return parts to Dell
292073 -
292074 -            Call DHL  800 cal ldhl
292075 -
292076 -            Schedule pickup return shipment with the way bill shown on
292077 -            the Dell shipping box.
292078 -
292080 -  ..
292081 - Jonn asked to be notified about the solution to the problems with c14,
292082 - and commented on the SDS program used to manage the record on this
292083 - transaction, which is explained at....
292084 -
292085 -       http://www.welchco.com/03/00050/01/09/01/02/00101.HTM#3385
292086 -
292087 -     [On 050203 copy of letter to Dell was also went to John that
292088 -     explains the record on solving the configuration problem.
292089 -     ref SDS 19 FF5M
292090 -
292091 -
292092 -
292094 -  ..
2921 -
2922 -
2923 - 1641
2924 -
292401 - Submitted ref DIT 1 0001 to Frank with a copy to Jonn, confirming the
292402 - call to Frank, and transmitting this record, saying...
292403 -
292404 -    1.  This confirms the call Friday afternoon, following the serivce
292405 -        visit by Unisys. ref SDS 0 0001  As shown in the record, the
292406 -        video driver would not install after replacing the Silocon
292407 -        Image video controller, ref SDS 0 FU4I, replicating prior
292408 -        results. ref DIT 1 0001  Additionally, the 128 MB ATI video
292409 -        controller could not be installed, because the adapter to the
292410 -        video cable was not shipped with the controller, though it is
292411 -        listed on the packing slip. ref SDS 0 UW7M
292413 -         ..
292414 -    2.  Jonn asked if I would be willing to install the 128 MB ATI
292415 -        controller and make the configuration, after Dell ships the
292416 -        adapter, ref SDS 0 UW5F, since he feels this will likely
292417 -        resolve the underlying performance issues, reported on November
292418 -        18, ref SDS 3 MV5F, and so would save a service trip for Dell.
292419 -        ref DIT 1 VN6Y
292421 -         ..
292422 -    3.  I agreed to this procedure, and by copy to Jonn, he can comment
292423 -        as needed. ref DIT 1 VN6Y
292424 -
292425 -
292426 -
292427 -
292428 -
292429 -
292430 -
292431 -
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292436 -
2925 -