Latitude 13 webcam driver

Just for laughs here's a log of the chat session I had today (the names have been changed to protect the guilty) :

Connected with DellRep :

DellRep : Thank you for contacting Dell Canada Chat Support. My name : is DellRep. How may I help you?

Me : Hi. I'd like the status of service request # xxxx. Dispatch # xxxx

DellRep : Can you confirm the system that you would like to have support with is a LATITUDE 13 with Service Tag: xxxx?

Me : that is correct

DellRep : Thank you for the confirmation. Going back to your concern.Based on our logged your system was being replace under dispatch number xxx This was just created yesterday.

Me : I'd like to know when the new build will start

DellRep : The system exchange has just started. The turn around time of system replacement usually take 15 to 21 days.

Me : that's to my door. when will the build start ? I have to verify the specs so you don't send me a wrong replacement like you did a couple of weeks ago.

DellRep : Based on the logged you will received the same type of system with the same specification, since this model was still considered as shipping.

Me : that's what you said last time

DellRep : Also this was escalated so that you will received the same specification.

Me : look, I want to see the specs before you start building or shipping. Can you email them to me ? I can't afford to lose more weeks due to errors on your part

DellRep : The specification were not yet available on our logged since the dispatch was just created yesterday. It was still under process.

Me : so how will I get hold of them ?

DellRep : Your email was listed on the logged so you will received an email before you received the system.

Me : when ??

DellRep : I also inserted a note to email you the specification of the system before proceeding with the delivery.

Me : thank you for that. but *when* will this happen. I've spent most of this week trying to get an answer, I've spoken to many reps.

DellRep : Just stick with the turn around time I have provided. Since we do not have yet the ETA date from the warehouse.

Me : when I bought the system and the one before that (my 6410) the specs were available **the same day** and the system was listed as being in the 'build' stage. why can't you do the same now ? I'm not going to wait 3 weeks to find out if things are going to be ok or not. If you can't do this I will cancel this whole issue and request my money back in total.

DellRep : If that is the case you may contact the Customer Care departent about this. You may reach them on this number 1 800 387 5757 available 8AM-9PMMon-Fri

Me : I don't have access to a phone during the day, that's why I'm chatting. Do they have a chat line / queue ? And you're really telling me that you can't give me an answer for three weeks ??? I can't beleive it.

DellRep : You can only reach them on the phone.

Me : that's not much help

DellRep : I hope that the information I provided was of great help to you. Is there anything else that I can assist you with?

Me : the information you provided was of **no help whatsoever** I hope your supervisor sees this chat log.

DellRep : I have already said all the things that were on the logged on this dispatch. The system was not yet been build yet since it was just created yesterday.

Me : but which specs are they going to build to ? why can't any of you tell me this ? it's in your system somewhere, isn't it ? How come because it's a replacement you can't do anything but if I bought a new system today I'd be sent the spec while I was still talking to the rep ?

DellRep : As of this moment the specs was not yet available.

Me : one last time : when will they be ?

DellRep : NO ETA yet.

Me : give me a guess

DellRep : No idea.

Me : there's no point in our continuing this discussion.

-----------end of session ---

It's Friday, so I guess I don't get to continue this for a few more days.

 

Just my opinion, but I don't think Dell should maintain a presence on this board. I've seen too many instances in which a great forum gets over-run by the manufacturer and becomes worthless.

If there are problems with product quality or product support, the best response is to correct them for all customers, rather than chase down the most visible examples.

 

So I get this email from Dell this morning :

"I'm xxx, one of the Resolutions Specialist, and I was given your information regarding the system replacement that you received for your Latitude 13 service tag xxxx.

It was mentioned that replacement did not meet the specifications of your old computer. May i know what are those items."

This guy includes the service tag number and he can't find out what the configuration is ? Unbelievable.

I also must have provided the order number and customer number 20 times at least in the last month or so, so it's not like they don't know what I'm talking about.

Maybe they'd also like me to hold their hand while I do their work for them...

 

A couple of days later, still haven't heard anything from dell, so I have another chat with them only to be told again that they have to build the replacement system before they can tell me what the specs will be (can you believe this ?), even though I sent the specs to the 'resolution specialist' myself over the weekend, after having taken them off my account on dell's own website.

This time it's wait 10-15 days.

So I ask what do I have to do to get a refund. "you have to talk to Customer Care". So I call them, and they tell me I have to talk to technical service, which I just came from ! I tell the woman that but she says there's no other way. So I wait 10 minutes on hold, then spend the next hour or two (I kid you not) explaining, arguing, yelling, swearing, finally threatening them with court action and other forms of violence.

"We can't do anything because the system is outside the 30 day return period" I was told on several occasions even though they know full well that the system broke well within that period (it was broken when I got it) and after a month or so they still have not been able to solve the problem.

More heated discussion until the poor idiot at the other end (who's only the spokesman for his masters I realise, and I apologized to him before hanging up) finally gets back to me to say that they'll refund me but I'll have to pay shipping and a 15% restocking fee (that's like 200$ !). Oh no you don't, I say. I admit that I was beginning to lose my cool.

So after more lengthy waits while the guy discusses yesterday's sports results with his manager he comes back and says they'll waive the restocking fee but I'll have to pay shipping.

I had to laugh. "Can you believe how cheap you look ?" I ask in wonder. "You're haggling for 5-10 bucks ?? You're prepared to risk your reputation, a customer's satisfaction, the works, for 10 lousy bucks ?"

I'm embarassed to say that I agreed at this point. I was on a cell phone with a pay by the minute account and I was probably up to 50$ or so by then so I broke down and said ok. "For 10 gd dollars I'll take it".

So that should be the end of this saga (presuming I get the refund). I will never, ever, buy anything from Dell. I've gone from singing their praise, to defending them, to thinking the most vile thoughts about them. I've had it.

Now I've got to find something else and as far as I can tell there just isn't anything out there that's suitable. I guess I'll wait and see what the future brings in new and improved systems. Or just buy a cheap disposable consumer laptop and be done with it.

 

I've returned everything purchased from the outlet this year. Each time, Dell wanted me to pay return shipping. This, in spite of the fact that no agreement stipulated I must do so for defective product returned within their 21 day (?) window. I gave them two options: 1) Send a carrier to pick up the product within two business days or 2) I will call my credit card co and dispute charges and they can make arrangements to retrieve the laptop from me. They selected the first option.

The "product" includes the hardware, software, and support. Dell software and product support are horrible. I suggest you invest the time to find another vendor. The investment in time should pay dividends in the future.

When returning product, take precautions to avoid getting screwed: make photocopies of shipping labels/instructions, log tracking numbers, and print out the report from the carrier after the package is delivered at Dell.

 

It looks like dell is a model of efficiency. I just got an email stating it will take them up to 45 days, _after_ they receive the original system back, to process the refund to my credit card.

On another front, I've pretty much decided to buy a Toshiba Tecra R700. i3, up to 8gb, dvd burner 13.3", 3.2 lbs, 8-9 hr battery life (let's say half that in reality). Magnesium case, looks nice and slim. About the same price as the L13 and I can get 3 year on site warranty with accidental damage. Looks to be an overall better machine, it's a new model that isn't even available just yet but I've been talking to a Toshiba rep. I can even get it with a multilingual keyboard like on my 6410. Looks just about perfect for my needs.

 

Look like a nice unit. Is the screen glossy?

>>6-cell recharge time: Up to 5 hours off / 15 hours on

Does 15 hours on seem a bit long?

GK

 

I was going to say it was probably glossy like everything else out there but I just looked in the R700 thread and looks matte after all (happy for that).

Since I won't be using it, it won't bother me either way

I noticed that as well. Even the 5 hours is pretty long, way longer than what it takes my e6410 even when it's on, and I have it set to not do a fast charge.

I use my own laptop plugged in most of the time. I only use the battery when I can't find a desk at the library near a plug, which isn't often. I get less than 4 hours, probably more like 3 on my 6410, so the battery is really only for emergencies. For someone who uses a laptop in class it better last three hours, the person in the post mentioned above gets 5 I think which is pretty good if the wifi was on.

 

I thought the next message I'd post here would be to say that I'd gotten my refund and that the case was closed. Naïve !

So I'm at the library yesterday studying away when I receive a text message from my wife "I just picked up this box at the post office from Dell. Were you expecting anything ?" I replied that she probably shouldn't have but that we'd talk about it when I got home. They sent the replacement anyway, I muttered to myself repeatedly for the rest of the day.

I get home... and it's _my_ box containing the original bad system that's come back to me ! This after someone at the other end signed for it as I can see on the courrier's website. The reason : they've moved !

Ok, here we go again. Call Dell, select small business, they're closed for the day (7pm). Call another number, get through to ... South America ! Explain my story, get transfered to Canada, explain my story, get transfered to the US, [I've now adopted the approach of apologizing to the rep in advance for my upcoming impatience making it clear that I'm annoyed at the company, not at them personally] explain my story, "I'll have to transfer you to small business Canada" she says. "NO WAIT !" I scream into the phone. "They're closed, all I want is the &?%$ address I'm supposed to send this thing to." She says she doesn't think so and will hold my hand why she attempts a transfer. I get another guy who listens to my story, again. "Oh, and I don't exactly want to pay for shipping a second time, seeing as I don't think I should have paid for it the first time 'round." After a bit of discussion he says he'll send me a UPS label that I can just stick on the box. Now why didn't they do that the first time ? That's what the last guy told me he'd do but then just sent me an email with the address. The wrong address as it turns out.

In that email it also said that I have 30 days to return the system or the CRA will expire and I'll be stuck. Half that has just been used up and I won't get the box sent off until tomorrow. I'm starting to form a conspiracy theory.

On the other front, I'm supposed to receive the Toshiba some time this week...

 

To Dell's credit they reimbursed me 2 days after receiving the returned laptop,
though I only just found out about it today.

I'm glad that's over with.

The Toshiba r700 is a nice enough machine but it has a slow 5400rpm hdd
and the keyboard is an array of shiny chicklets which I don't like at all, but
my daughter says it lets her type real fast and she likes it so we're happy.
To Toshiba's credit it's still running after a month. Oh, and the battery life
is pretty good too, at least double the L13.