01/18/2008 07:34:27AM Session Started with Agent (CSS_Paris_480802)
01/18/2008 07:34:32AM Agent (CSS_Paris_480802): "Thank you for patiently waiting. You have reached Dell Hardware Warranty Chat Support. My name is Paris and I will be assisting you today. Will you provide details about the issue you're having?"
01/18/2008 07:35:07AM Maurice Lawles: "I recently bought a Dell Inspiron 1520, service tag < REMOVED > with the 7200rpm harddrive."
01/18/2008 07:35:21AM Maurice Lawles: "I hear a loud click from the harddrive every couple of minutes or so."
01/18/2008 07:35:50AM Agent (CSS_Paris_480802): "I do understand how frustrating this must be for you, And I'm sorry that you are having an issue with your hard drive clicking and I will do everything within my power to help you today."
01/18/2008 07:35:59AM Agent (CSS_Paris_480802): "Maurice, have you chatted with Dell about your issue before today?"
01/18/2008 07:36:16AM Maurice Lawles: "No, you're the first person I've talked to."
01/18/2008 07:36:31AM Agent (CSS_Paris_480802): "May I get your current phone number where you can be reached just in case we are disconnected or we need to follow-up with you on this issue after our chat session has ended?"
01/18/2008 07:36:54AM Maurice Lawles: "Sure. < REMOVED >"
01/18/2008 07:37:08AM Maurice Lawles: "I've run the Dell diagnostics from the boot menu and nothing came up."
01/18/2008 07:37:30AM Agent (CSS_Paris_480802): "Are you chatting to me on the system with the issue?"
01/18/2008 07:38:08AM Maurice Lawles: "No, it's at home right now. I'm not looking at it at the moment."
01/18/2008 07:38:19AM Maurice Lawles: "Should I contact you when I have it in front of me?"
01/18/2008 07:38:41AM Agent (CSS_Paris_480802): "Maurice, yes how have you determine it is the hard drive clicking?"
01/18/2008 07:39:29AM Maurice Lawles: "Well, it's coming from the bottom lefthand side of the case, and I've booted the laptop in Ubuntu Linux 7.10 and run harddrive diagnostics that seem to make it go away."
01/18/2008 07:39:57AM Maurice Lawles: "If changing the power management settings on the harddrive stop the click, I assume the issue is the harddrive."
01/18/2008 07:40:07AM Maurice Lawles: "Or the harddrive controller."
01/18/2008 07:40:30AM Agent (CSS_Paris_480802): "I can replace the hard drive for you since you have determined it is clicking."
01/18/2008 07:40:54AM Maurice Lawles: "Ok. No problem. What do I need to?"
01/18/2008 07:41:01AM Maurice Lawles: "*to do?"
01/18/2008 07:41:24AM Agent (CSS_Paris_480802): "You can either send the system in to get repaired or install the part yourself."
01/18/2008 07:41:50AM Maurice Lawles: "I'm comfortable installing it myself. That will not void my warranty?"
01/18/2008 07:42:15AM Agent (CSS_Paris_480802): "What is the address to send the hard drive to?"
01/18/2008 07:42:47AM Maurice Lawles: "< ADDRESS OF MY OFFICE >"
01/18/2008 07:43:20AM Maurice Lawles: "I want to make sure I get the 7200rpm drive and not the 5400 one that comes standard with that model of laptop."
01/18/2008 07:43:53AM Agent (CSS_Paris_480802): "Yes I will send it."
01/18/2008 07:44:04AM Maurice Lawles: "Sounds good."
01/18/2008 07:44:21AM Agent (CSS_Paris_480802): "Do you have all your media to reinstall the software?"
01/18/2008 07:44:39AM Maurice Lawles: "I do. I actually had to ask for the XP restore CD but I have received it."
01/18/2008 07:44:51AM Maurice Lawles: "Will I need to send you the other drive back?"
01/18/2008 07:45:28AM Agent (CSS_Paris_480802): "Yes you will have to send it back."
01/18/2008 07:46:13AM Maurice Lawles: "Can I send it back in the same box I get the new one in, or will I need to acquire one on my own?"
01/18/2008 07:46:56AM Agent (CSS_Paris_480802): "Yes we will send a return label with the box."
01/18/2008 07:47:08AM Agent (CSS_Paris_480802): "Expect the hard drive no later then Tuesday."
01/18/2008 07:47:13AM Agent (CSS_Paris_480802): "Is there anything else that I can help you with today? Or are there any other issues you are having with this system or any other systems that I can help you with?"
01/18/2008 07:47:31AM Maurice Lawles: "All right. Sounds good. That was my only issue. Thank you for your helpful service."
01/18/2008 07:48:25AM Session Ended