nephir: All I need (Default)
6:11:38 PM System Welcome ….. ...

6:11:38 PM
System Connecting to server. Please wait...
6:11:38 PM
System Thank you for using Dell Chat, a representative will be with you soon.
6:11:38 PM
System Initial Question/Comment: I need to order a new screen
6:40:03 PM
System You are now being connected to an agent. Thank you for using Dell Chat
6:40:03 PM
System Connected with RTS Edderick Stewart
6:40:13 PM
RTS Edderick Stewart Thank you for contacting Dell Hardware Warranty Chat Support! Please give me a moment to review your question and retrieve your service tag information.
6:42:24 PM
You thank you'
6:43:45 PM
RTS Edderick Stewart Is this a new or existing case?
6:44:42 PM
You I am going to assume new, as we were told that we needed to go through the EPP system to order the screen when we had the hdd replaced recently
6:44:55 PM
RTS Edderick Stewart Thank You. May I have your phone number and e-mail address?
6:45:04 PM
You I ordered the laptop through the EPP system
6:45:41 PM
You …..@microsoft.com/…….@earthlink.net (I'm a customer under both email addys ###-###-#### (home) ###-###-#### (work)
6:46:58 PM
RTS Edderick Stewart Thank you for verifying that information. So, what is the issue with your LCD?
6:48:21 PM
You the LCD seems to be damaged somewhere inside the casing -- there is a large black crack running across the screen and blobs of blackness oozing from it, sometime shading into green and red
6:48:40 PM
You we need to replace it I would assume
6:50:52 PM
RTS Edderick Stewart I understand what you're saying. Lets see if we can resolve your issue Katrina. So, the LCD is physically cracked correct?
6:53:13 PM
You nope -- there is no physical damage to the screen its self or the case that we are able to see of feel, however the display (pixels) are showing damage in the form of a large crack
6:53:45 PM
RTS Edderick Stewart Ok, turn the system off for me/
6:55:22 PM
You I cannot -- I do not have the system at the office with me (i needed to do this from work apparently since I don't have a link to the EPP help from my home computer)
6:55:59 PM
You I can tell you that the system turns on and off just fine (we had to replace the HDD 1 to 2 weeks ago due to it crashing
6:56:44 PM
RTS Edderick Stewart Ok, that's fine but we will need to run some tests on the system first.
6:56:45 PM
You if you can provide me with a ling that I can take home to contact back from, I would be happy to do that. But we need to have this fixed/replced
6:57:53 PM
You and I am loathe to spend another night waiting in a queue for a rep who I will lose contact with during the testing phase
6:58:21 PM
You trust me when I say that I have spent a long time with you folks online over the past 3 weeks and I am getting a bit fed up with it
6:58:29 PM
You not to take it out on you
6:58:47 PM
You but the customer service aspect leaves a bit to be desired at the moment
7:00:56 PM
RTS Edderick Stewart I understand what you're saying and we just want to run some diagnostics on the system. Do you want me to give you the instructions on how to do so because we don't want to replace the wrong part if necessary?
7:01:44 PM
You sure, but if it is the typical diagnostics from the recovery system, I can tell you that the screen shows to be working just fine with them
7:02:03 PM
You I ran all of them during the determination that the hdd was dead and needed replaced
7:02:36 PM
RTS Edderick Stewart So the cracked display wasn't shown during the diagnostics?
7:04:34 PM
You let me see if I can make this clearer -- the cracked display is eveident for anyone who has the ability to look at it. However, the display does not error out when running the diagniostics. The display works, it's just slowly loosing more and more surface to a creeping blackness that is coming from the damaged pixels (as far as I can tell)

I am ready to SCREAM!!!!!!!!!!!!

May 2017

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