CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0614
020101 - Mr. Franklin Farmer                                                                                                                                              O-00000056 0614
020102 - Resolution Expert Center
020104 - Technical Support Department
020105 - Resolution Expert Center, Americas Client Services                                                                                                               O-00000056 0614

SUBJECTS
Computer Replaced Correct Video Problems and Solve Performance Defec
Upgrade ATI Video Controller 128 MB Frank Reports Service Has Been M
Dell Orders Connection Fitting for Upgrade Video Controller 128 MB F

1605 -
1605 -    ..
1606 - Summary/Objective
1607 -
160701 - Follow up ref SDS 5 0000. ref SDS 4 0000.
160702 -
160703 - Frank says only two solutions now are to reinstall the OS again, or to
160704 - replace the entire computer.  Decided to try connecting the ATI video
160705 - card to see if that enables intalling the device driver.  Went to
160706 - Fry's and was told only ATI makes the converter fitting to connect the
160707 - video card to the monitor cable. ref SDS 0 QN5M  Called ATI and was
160708 - told that pin configuration for the DVI connection to Dell's monitor
160709 - is proprietary to Dell. ref SDS 0 MQ7H
160710 -
160711 -        [On 050124 Frank sending out parts to configure c14 with ATI
160712 -        128 MB video controller. ref SDS 6 OD8L
160714 -         ..
160715 -        [On 050125 received new parts from Dell to install the ATI
160716 -        video card, ref SDS 7 LS7O, installation failed to clear device
160717 -        driver installation errors. ref SDS 7 F64P
160719 -         ..
160720 -        [On 050126 Dell replacing CPU. ref SDS 8 0001
160722 -         ..
160723 -        [On 050128 received replacement CPU from Dell. ref SDS 9 0001
160724 -
160725 -
160726 -
160727 -
160729 -  ..
1608 -
1609 -
1610 - 1539
1611 -
161101 - Dell Proposes Installing OS Again or Replacing CPU
161102 -
161103 - Frank received the letter, ref DIP 1 0001, submitted to Dell
161104 - reporting results of service on the motherboard that was performed by
161105 - Unisys on 050119. ref SDS 5 0001
161107 -  ..
161108 - Frank feels now that the display adapter configuration problem is
161109 - caused by a software defect, confirming his letter on 050118 saying
161110 - the problem is 100% software. ref SDS 4 WP6L  He said that since the
161111 - motherboard service failed to solve problems, the only options Dell
161112 - has now are to reinstall the operating system again, or to replace the
161113 - entire computer.  Frank seemed to agree that reinstalling the
161114 - operating system does not seem likely to solve the problems because
161115 - this has already been tried, reported on 050118, ref SDS 4 U59I,
161116 - citing the work on 041213. ref SDS 1 IQ43
161117 -
161118 -     [On 050126 Frank ordered replacement CPU. ref SDS 8 0001
161120 -      ..
161121 -     [On 050128 received and configured replacement computer.
161122 -     ref SDS 9 XQ6K
161124 -      ..
161125 -     [On 050130 possible software defect found in files for installing
161126 -     device driver to configure the Silocon Image video controller.
161127 -     ref SDS 10 4S5O
161129 -  ..
161130 - Dell was notified on 041217 that setup.exe code may be defective for
161131 - installing display adapter device drivers on Silocon Image video
161132 - controller. ref SDS 2 F14V  There was no discussion today for Dell to
161133 - investigate this software.
161135 -  ..
161136 - Frank suggested implementing plans for customer acquisition of a
161137 - converter fitting to install the ATI 128 MB video circuit board, as
161138 - set out in the letter to Frank, ref DIP 1 DC7O, submitted yesterday on
161139 - 050119. ref SDS 5 VK5Y  If that fails to solve the problems, then Dell
161140 - will replace the computer box with a new CPU that is properly
161141 - configured for video, and other devices.
161142 -
161143 -     [On 050125 received replacement parts to test ATI video
161144 -     controller, and this failed to clear problems. ref SDS 7 0001
161146 -      ..
161147 -     [On 050126 Dell ordered replacement CPU. ref SDS 8 0001
161149 -      ..
161150 -     [On 050128 received replacement CPU from Dell. ref SDS 9 0001
161151 -
161152 -
161154 -  ..
1612 -
1613 -
1614 - 1808
1615 -
161501 - Visited Fry's in Concord after picking up the night stand at
161502 - Scandinavian Designs.
161504 -  ..
161505 - Brought the ATI 128 MB controller, which is identified as
161506 - "refurbished," and listed in the record on 050114, ref SDS 3 6Q3K, and
161507 - also brought the cable to demonstrate the converter fitting needed for
161508 - connecting the cable to the video card.
161510 -  ..
161511 - Fry's has a security procedure for listing components that customers
161512 - bring into the store.  At the counter where the Fry's agent fills out
161513 - the form, there was another customer who heard the explanation of the
161514 - converter we need.
161516 -  ..
161517 - He said that these connection converter fittings are special made by
161518 - ATI, and are only available from ATI; therefore, we cannot get it at
161519 - Fry's this evening. He said our problem of incompatible connection
161520 - elements is very common with ATI equipment, and that ATI would likely
161521 - ship the converter free of charge.  The Fry's agent then confirmed
161522 - that the converter is not available at Fry's.  The customer seemed to
161523 - indicate being a store owner for computer equipment of some kind that
161524 - lended credibility to the explanation.
161525 -
161527 -  ..
1616 -
1617 -
1618 - Follow up
1619 -
161901 - The next day, investigated ATI...
161902 -
161903 - ATI has a website....
161904 -
161905 -        http://www.ati.com/
161907 -  ..
161908 - Called ATI....
161909 -
161910 -              888-974-6728
161912 -  ..
161913 - Talked to Scott.
161914 -
161915 -    Explained requirement for DVI converter jack.
161917 -     ..
161918 -    Scott transferred the call to another number.
161920 -     ..
161921 -    Got a message saying...
161922 -
161923 -            If you'd like to make call, please hang up and call back.
161925 -  ..
161926 - Called back talked to Sandy.
161927 -
161928 -    Explained requirement for DVI converter jack.
161930 -     ..
161931 -    Sandy transferred the call to the sales department.
161933 -     ..
161934 -    Got a message saying this is the technical support department, and
161935 -    that this requires a confirmation case number.
161937 -     ..
161938 -    We don't have a case number, we are trying to make a purchase.
161940 -     ..
161941 -    Talked to Rick.
161943 -     ..
161944 -    Rick said he needs the number on the component that begins with
161945 -    102...
161947 -     ..
161948 -    This is reported among about 5 other numbers in the record on
161949 -    050114. ref SDS 3 6Q3K
161951 -     ..
161952 -    Rick asked for an explanation of the pin array on the card.
161953 -
161954 -        Looks like 4 columns with about 12 rows, all evenly arrayed.
161955 -
161956 -        The first pin on the 3rd row from the bottom is solid, and so
161957 -        does not accept a pin.
161959 -     ..
161960 -    Rick asked for the pin array on the monitor....
161961 -
161962 -        Looks like 2 sets of 3 x 3 columns and rows, with a flat
161963 -        plate-like element perpendicular to the pin array.
161965 -     ..
161966 -    Rick did more research online.  He advised that this pin connection
161967 -    is non-standard, and is propietary with Dell, and so a converter is
161968 -    not available from ATI, and likely not from anyone else.
161970 -     ..
161971 -    He feels that somone within Dell will be able to provide a cable
161972 -    that connects the monitor to the ATI card.
161973 -
161975 -  ..
1620 -
1621 -
1622 - Dell Notified
1623 -
162301 - Called and left message for Frank on failure to locate a converter to
162302 - test installation of the ATI 128 MB video controller. ref SDS 0 6683
162304 -         ..
162305 -        [On 050124 Frank sending out parts to configure c14 with ATI
162306 -        128 MB video controller. ref SDS 6 OD8L
162308 -         ..
162309 -        [On 050125 received new parts from Dell to install the ATI
162310 -        video card, ref SDS 7 LS7O, installation failed to clear device
162311 -        driver installation errors. ref SDS 7 F64P
162312 -
162313 -
162314 -
162315 -
162316 -
162317 -
162318 -
162319 -
162320 -
162321 -
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162323 -
1624 -