Warning: MediaDirect CD

I've been lurking for a couple weeks, but decided others might like to know my experience with this one.

To all those who, like me, want a clean XP install on your new Dell laptop containing MediaDirect:

I followed the instructions in SouthernGirl's thread about formatting XP and repairing MediaDirect - everything worked great. Thanks SouthernGirl.

However, I decided to take my modifications a bit further and add a Linux partition. During the Linux install the bootloader (Grub) knocked out my MediaDirect MBR info, which was unrecoverable with the recover CD (admittidly I could have screwed up the HDA too during repartitioning). After further research it appears Grub and MediaDirect don't play nice anyway unless MediaDirect is on an actual partition.

Anyway, to the point. Because of the above Linux fun I will need to reinstall MediaDirect to it's own partition. To do so I need the MediaDirect CD. Today I opened a chat to a customer service rep who promptly told me I didn't order a MediaDirect CD with my laptop so I'll have to pay for it. Throughout the day with further complains my issue was finally escalated and they will "will go ahead and send" me "the cd anyway but this will be a one time only thing." This is pretty funny since I already own a license to MediaDirect (it was installed on my computer when I bought it) so all I need is a replacement CD. I shouldn't have to buy a copy.

I hope the rest of you don't have the experience I had if you need to get a MediaDirect CD.

In my two weeks as a Dell owner I have been completely unsatisfied with Dell's customer support and especially the currency of their information on the Customer Service/Support site.

Josh

 

so....

you declined to purchase the CD during your order. then you screwed up your install. then you asked dell to send you the CD for free, which they eventually did, for free

and you're unsatisfied with dell's service?

ok.

 

I don't see the problem either...

 

dell does not include the MD CD, no matter what option you choose during your order.

they did the same thing to me, and acknoledged they don't ship the CD with the laptop for any reason.

 

I don't recall being given the option for the MediaDirect CD during my order. Plus, it's been made pretty clear in many posts on this forum that it should have been a straight forward process to get a CD from Dell.

This isn't the issue I'm the most unsatisfied about and I appologize for coming across that way - it was just another frustrating experience in a string of several. In the end they did make it right. I was more trying to warn others that getting the CD may not be as painless as many post on this forum make is sound like it is. Just something for other to consider before they do something that may mess up MediaDirect. I may have not installed Linux had I thought I wouldn't be able to get a MediaDirect CD from Dell.

Just for the record:

I'm satisfied with my hardware and was satisfied with the ordering process. The customer service and tech support has been frustrating though. Eventually everything has worked out, but it shouldn't require so much arm twisting in my opinion.

Josh

 

The guys are right - as far as I know Dell does not give you the option to buy the MD disc. Now on the flip side, it is one of those things that user takes responsibility for their actions.

I don't see why Dell was throwing such a fit about it. They don't have it available for download. Most of the techs I've talked to, don't even know what the MD reinstallation disc is.

Hope it all works out.

 

Isn't this link http://support.dell.com/support/dow...1&vercnt=2&formatcnt=1&libid=25&fileid=161804 for the media direct repair ISO which you make into a cd? When I reformated my hd and needed to reinstall media direct I used the the file I downloaded and made into a cd and was able to repair media direct without any problems. My $.02.

 

There is a different between the download file and the disc. The disc is reinstallation where as the download is just a repair. Most users can get by with repairing MD, but some have to reinstall .

 

Gotcha! Thanks for the clarification!

 

And I do completely. I knew a dual boot installation can cause issues and part of the reason I was willing to experiment was because I thought I would be able to easily replace anything I lost. Had I thought there would be an issue with getting the MediaDirect CD, I might not have been so willing to experiment.

I'm not at all frustrated about loosing MediaDirect off my computer. That goes with the territory of screwing with partitions and the MBR - been there many times before. Besides, I have MCE so I still have all the same functionality, I just thought it would be nice to be able to boot into a less resource hungry Windows to do things like watch movies in the car.

Honestly I'm not really that upset with Dell. It was some initial frustration mostly due to the way the Customer Service rep and Tech Support rep worded their emails and handled the situation in general. Anyway, I'm over it now, but others might like to be prepared for a similar ordeal.

Josh

 

Totally Understandable Josh.

I hate calling Dell's tech support for that reason. I've had a broken keyboard for over a month now, and have yet to call them and get it fixed

 

My experience with Dell Chat tonight: after initially being told that MediaDirect came with the Dell Applications CD, which I quickly disagreed with, the CSR caved and said he'd send it to me. He added that I should talk to their Technical Support group before using it. All-in-all it was five minutes or so of my time to get the CD. Your mileage may vary. For grins here my chat log with personal info editted out:

Time Details
09/15/2006 10:34:17PM System: "Your chat session will begin shortly."
09/15/2006 10:34:21PM System: "Please note that you’ll have the opportunity to provide us feedback on your chat experience at the end of this session, so don’t close this window until you’ve taken the survey."
09/15/2006 10:34:25PM System: "Need information on how to get a copy of your installation CDs or manual? Click on the page above or use the link shown below."
09/15/2006 10:34:28PM Session Started with Agent (Parul Nagpal)
09/15/2006 10:34:35PM Agent (Parul Nagpal): "At the end of this interaction you may be offered the opportunity to provide me with feedback through a survey in the top portion of this browser. Please do not close the window until you have had a chance to provide feedback. You may rate this interact"
09/15/2006 10:34:36PM Agent (Parul Nagpal): "Thank you for contacting Dell Customer Care Chat. My name is Parul. How may I assist you today?"
09/15/2006 10:34:39PM Me: "Hello."
09/15/2006 10:34:39PM Agent (Parul Nagpal): "Hi ian."
09/15/2006 10:35:20PM Me: "Yes. I asked and received recovery discs for my DELL E1505 since I decided to reformat my hard drive."
09/15/2006 10:35:54PM Me: "I've since discovered that I also need to receive a MediaDirect Installation CD. Otherwise I will not be able to use MediaDirect."
09/15/2006 10:37:08PM Agent (Parul Nagpal): "The Dell Applications and Back Up Cd includes all the software."
09/15/2006 10:38:21PM Me: "Re-installation of MediaDirect requires a special MediaDirect Installation CD. It is not on the Dell Applications CD nor the System Restore CD."
09/15/2006 10:39:18PM Agent (Parul Nagpal): "I will send you the reinstallation cd for the MediaDirect but I suggest you to talk to our technical department before you use it."
09/15/2006 10:39:20PM Agent (Parul Nagpal): "For verification purposes, may I please know your full name and address listed on the account?"
09/15/2006 10:39:31PM Me: "Yes." (Address editted out.)
09/15/2006 10:40:10PM Agent (Parul Nagpal): "Thank you for the verification."
09/15/2006 10:40:18PM Agent (Parul Nagpal): "Do you want the cd to be shipped at the same address?"
09/15/2006 10:40:33PM Me: "Yes please."
09/15/2006 10:41:01PM Agent (Parul Nagpal): "Sure."
09/15/2006 10:41:03PM Agent (Parul Nagpal): "The request is estimated to be processed within next 5-7 business days. Once the request is processed it will be shipped via next business day shipping."
09/15/2006 10:41:47PM Agent (Parul Nagpal): "The reference number for the cd request is ******** ."
09/15/2006 10:41:57PM Agent (Parul Nagpal): "You may contact the Consumer Hardware Warranty Support Department over the chat by visiting http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs . You can also contact the Consumer Hardware Warranty Support by calling 1"
09/15/2006 10:42:25PM Agent (Parul Nagpal): "Is there anything else I can assist you with?"
09/15/2006 10:42:26PM Me: "No, that covers it."
09/15/2006 10:42:34PM Agent (Parul Nagpal): "Are you satisfied with the level of service provided on this particular chat?"
09/15/2006 10:42:37PM Me: "Yes, thanks."
09/15/2006 10:42:46PM Session Ended

 

Any chance on writing a guide on how to install MediaDirect with Linux somewhere?

 

I have Grub loader & ubuntu, and Windows XP media center...

I left the MD partition untouched, and if i press the mediaa button, a short load screen comes from MEdia direct, and then goes to Grub loader, and if I select XP, it start Media Center...

I know that it is normal that when you have Media Center it start Media center when the button is pushed in OFF condition?

 

No that is not normal. When the laptop is in the off/hibernation state, it should load MediaDirect, not media Center. Media Center is part of XP, so it will load this when you are in XP. Did you repair MD after you formatted?


Here is my question: has anyone got the MD button to work with linux installed? I had a few users that tried, but never got it to work properly .

 

I had a problem with md that nothing would happen when pressed,called support and they offered to send me the cd because they were not able to fix this,it will be here monday.

 

I didn't use the MD repair, because then my GRub boot loader is gone, and i can't get into Linux anymore...

but what i was saying, is that if i launch MD it gets the screen from DELL MEDIA EXPERIENCE (so my MD partition is still there), but then it goes to the Grub loader... So no Media Direct

 

I've done a bunch of searching and found a few solutions which require MediaDirect be installed on an actual partition and then messing with Grub - no booting directly into MediaDirect though. Since I haven't received my MD CD I can't tell you how any of these solutions work, but I'll report back when I have more info - maybe even write a short HOWTO. I've also read about people writing a lightweight Linux distro as an alternative to MD, but have yet to see any.

OT - if anyone is having issues getting their wireless working in SuSE 10.1 I've finally figured that one out. PM me and I'll get you some instructions. If enough people are interested I'll start a thread on it.

Josh

 

I've been trying to get this to work with my gf's installation of ubuntu 6.06, in the file /boot/grub/menu.lst (at least thats where it is in ubuntu) I added the following:

title Dell Media Direct
root (hd0,4)
savedefault
makeactive
chainloader +1

But this gives me an error, something about the filesystem type unknown... Someone suggested I try something with rootnoverify ill give it a shot and post the results. Anybody else messing with grub?

 

I've been meaning to, but I haven't had time lately. Let me know your results!