US_ACS_REL_Outstanding_Issues <US_ACS_REL_Outstanding_Issues@dell.com>

(Add as Preferred Sender)

Hello,

That is just a dispatch number letting you know that service has been setup. Kind of like a case number for your records.

Thanks,

Troy


Original Message Follows: ------------------------

Hi,
I'm sorry, but I don't have a clue what or where DELL DPS: 141641573 is. Could you please explain

DELL DPS: 141641573 to me.
thanks.
Phil

-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120815850I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Wed, February 09, 2011 8:26 am
To: <aplsauce@applesaucekids.com>


Hello,

Thank you for that information, I do apologize about you having to repeat yourself, it is something we must verify

everytime before setting up a service call. I do have that service call setup for you on DELL DPS: 141641573, I will be

following your service call, if you get service and there are any problems, please email me immediately.

Thanks,

Troy


Original Message Follows: ------------------------

Ok well I've given you my full and everything several times but here it is again.
Phillip Ebert, manager
Computer Owned by: Ask Ministries, Inc.

aplsauce@applesaucekids.com
Cell: XXXXXXXXXXXXX
home phone XXXXXXXXXXXX

And yes I would love for someone to fix my computer.
Please let me know when that will happen.
thanks,
Phil Ebert

-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120761732I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Tue, February 08, 2011 8:09 am
To: <aplsauce@applesaucekids.com>

Hello,

I am referring to your memory ( RAM ), if its a hard drive failure, you would have different symptoms.
If you would like me to setup a service call, please reply with your full name, address, phone and alternate phone

information.

Thanks,

Troy


Original Message Follows: ------------------------

Hi,
Do you mean that the RAM is bad or are you talking about a hard drive?
Thanks,
Phil


Phillip Ebert, manager
Computer Owned by: Ask Ministries, Inc.
XXXXXXXXXXXXX.
XXXXXXXXXXXXX
aplsauce@applesaucekids.com
Cell: XXXXXXXXXXXXXXXX


-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120708725I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Mon, February 07, 2011 8:23 am
To: <aplsauce@applesaucekids.com>


Hello,

I do apologize about the late delay, we were out due to weather on Friday. I would like to setup a service call for you

so we can get your issues resolved. I do think you are having hardware issues with your memory and that is what is

causing your lockups. If you can, please reply with your full name, address, phone and alternate phone and i would

like to get that service call setup

Thanks,

Troy


Original Message Follows: ------------------------

hi,
I'm sorry, perhaps I misunderstood, I'm not sure what you mean by 3rd party. It was made and sold by Microsoft, a

well known company. I can assure you that it is not bootlegged. I have MS Office, The complete

Adobe Creative Suite 4 Production CS4, AutoRun Max, Nero 10, Norton Security, Filezilla, Memorex Expressit, and

I think that covers it. In any case, what is the next step?
thanks,
Phil Ebert

-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120581495I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Thu, February 03, 2011 8:08 am
To: <aplsauce@applesaucekids.com>

Hello,

OK well your processor isn't maxing out and your memory seems to be fine so that is a good thing. I know your

operating system is a 3rd party OS, do you have any other software on the system that wasn't installed by Dell ?

Troy



Original Message Follows: ------------------------

Hi Troy,
The CPU is 1% and the memory is 1.2gb. I'm currently using Window 7 Professional.
Thanks,
Phil

-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120512242I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Wed, February 02, 2011 8:21 am
To: <aplsauce@applesaucekids.com>

Hello,

When you hit CTRL ALT DEL, you then click Task Manager then click on the performance tab.
I need to know what percentage the CPU is running or IDLING at .. and I need to know how many GB the memory is using.
I also don't think its your hard drive but i'm trying to find out exactly what it is.

What operating system are you currently running ? ? And you can try to run your system in 32 bit mode, I do'nt think it

will make a difference. Are there any other changes on this system that you have made that I should know about ?

You might have to put Vista back on the system, depending on what operating system you upgraded or downgraded to.

Please advise,

Troy


Original Message Follows: ------------------------

Hi Troy,
1) I will look at that the next time it happens.
2) ctrl alt delete does not take you to "Performance" but I think I found it. This is what I'm getting right now.
Processor = 7.3
Memory = 5.9
Graphics = 5.2
Gaming Graphics = 6.1
Primary Hard Drive = 5.9
3)The Hard drive was wiped clean and everything was reinstalled around last September. I really don't think it is the

Hard Drive. It was just cleaned just before all of this started.
4) My contact Info:
Phillip Ebert
XXXXXXXXXXXXXXX
XXXXXXXXXXXX
Cell:XXXXXXXXXXXXX
Home: XXXXXXXXXXXXXX
Email: aplsauce@applesaucekids.com

5) some questions from me
- I am running this computer in the 64 bit mode would it help to run it in the 32 bit mode?
- Would it help to go back to (I'm bitting my tongue very hard) Vista?

Thanks,
Phil Ebert


-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120459754I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Tue, February 01, 2011 8:04 am
To: <aplsauce@applesaucekids.com>

Hello,

Thank you for that information, I do have a few more questions for you regarding your lockups.
1) when they occur does your hard drive indicator light stay lit ?
2) if you were to pull up your performance meter ( ctrl alt delete then click on performance ) what is your CPU USage

and Memory usage running at ? low, medium or high ? If the CPU is running at 100 percent then the problem isn't your

hard drive.
3) When was the last hard drive reimage performed on this system ?
ON your reply, please include your full name, address, phone and alternate phone information in case I need to setup

another service call for you to get this resolved.

Thanks,

Troy


Original Message Follows: ------------------------

Hi Troy,
I stand corrected on the hard drive. I call it crashing but a more accurate description would be seize up. It just stops

operating and you cannot get it to do anything. I have also noticed that at times it seems to take a very long time to

do a simple function. For example, It will be running fine and you will be working on a simple small Word document

and suddenly it will take a very long time to do a simple one word copy and paste. It is like it get wrapped up in thinking

about something and just sits there a thinks, and after 5 minutes or so it starts working again like nothing happened.

There are also times when it will seize up and not come out of it. Sometimes it will seize up within 2-3 minutes of starting

and continue to seize up every few minutes, or sometimes I can be on the computer several hour with no problems.

The other day I was running Photoshop and Premiere, I do a lot of video editing, and was working for several hours

with no problems and suddenly there was one crash after another. I started using Adobe Contribute a couple of years

ago and had a hard time getting most of the functions to work. Suddenly a few months ago most of the functions

started to work. The more I think about this problem the more I see where I probably hard the problem for a long

time and it's just getting worse. I never get the blue screen of death. I always have my hard drives hocked up.

They hold a lot of the video that I work with. In the last two weeks, I have had two of my external hard drive crash.

A major disaster!!!!! and yes EVERYTHING IS ON VERY GOOD SURGE PROTECTORS. Please feel free to ask

any questions you can think of. I need to get this computer fixed.
Thanks,
Phil Ebert

-------- Original Message --------
Subject: RE: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO
NOT CHANGE ) (KMM120388955I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Mon, January 31, 2011 8:09 am
To: <aplsauce@applesaucekids.com>

Hello,

Thank you for your reply, to correct you, you do have 1 TB of hard drive storage in your computer but its over

2 500 GB hard drives. I won't even worry about the hard drives since the technician stated they were ok. You

stated the system crashes, are you getting blue screen error messages when it does this ? If you are can you

provide me the 0X code with that error message ? Also how long is the system running when it crashes and

does it crash when you run the system by itself without any external hard drives attached ?

Please advise,

Thanks,

Troy



Original Message Follows: ------------------------

Hi Troy,
I will dance in the street if you can fix this computer! In answer to your question, the service person,

XXXXXXXXXXXXXXXXXXXX, replaced the mother board but not the hard drive. They sent a 500gb drive but I bought

my computer with a 1TB drive from Dell. Below are my notes about everything that has been going on.

I would truly appreciate any help I can get in fixing this problem!!!!!
Thanks,
Phil Ebert



Phillip Ebert, manager
Computer Owned by: Ask Ministries, Inc.
XXXXXXXXXXX.
XXXXXXXXXXXXX
aplsauce@applesaucekids.com
Cell: XXXXXXXXXXXX
Jan. 28, 2011

Problem Computer:
Express Service Code: XXXXXXXXXXXXX
Service Tag: XXXXXXXXXXXX
Order Date: 11/29/2008
Dell Purchase ID:XXXXXXXXXXXXX

Computer used for: The support of our web site Apple Sauce Kids. I do a lot of video editing and commonly use

the complete Adobe Production Suite CS4, Photoshop and Premiere at the same time, and have a 1 TB internal

drive with three 1 TB external drives with no problem. Everything ran fine until October 2010 , the computer has

never recovered from whatever happened.

Problems: This computer continually crashes and locks up and I have made several attempts, 8, to get this computer

fixed since October with no progress. This problem is no better than when I started looking for help in October. I am

totally discussed with Dell maintenance!!!!!!!!!!! I have tried to contact Dell every way I can find. Your American

maintenance/support staff does an Out Standing job of hiding from the public! Once you contact Dell using the

Service phone number that comes in the paper work you get with a new computer you seem to drop of the edge

of the Earth. The Maintenance History below comes from the notes I took over the last few months in my attempt to

get the problems fixed.

The maintenance history:
Contact #1, Late October 2010, after spending a long time on the phone nothing was fixed.
Contact #2, Nov. 17, 2010, Called Dell and did not take any notes.
Contact #3, November 30, 2010, Case # 826680037, Dell Solution Station 1-877-699-5743
Need to completely clean the hard drive, back up everything. Don’t use Norton, I need to switch to McAfee

“Total Protection. Reconfigured hard drive to Raid 0
Contact #4, called on 12/15/2010, I demanded to talk to a manager, they said that they
would transfer me to a manager but actually they sent me to a technician.
Contact #5, called on 12/16/2010, Case # 827634777, Phone # 1-800-822-8965.
A. USB ports working intermittently.
B. Once again they have lied to me. I demanded to talk to a manager, they said that they would transfer me to

a manager but actually they sent me to a technician AGAIN. The tech is using PC Doctor to test my computer.
C. Technician coming to repair my computer.
D. Purchased a 1 year service contract $230.00

Contact #6, Jan. 2, 2011, Dispatch # 140325067, First repair person will call on Tuesday-Wed. to set an appointment

and replace parts. Second person to upgrade to Windows 7 on Saturday Repair person will call after 9:00am – 11am.
Contact #7, Jan 6, 2011, Case # 828732164, Service Request # 94206263. They want to change the internal

hard drive. The tech, XXXXXXXXXXXXXXXXX, came to my house with a 500 GB hard drive rather than a 1 TB drive

which was purchased with this computer. He tested, and says nothing is wrong with my hard drive. He did

replace my mother board. Is this a BIOS problem????

Contact #8, 1-28-2011 I just found the Dell Chat service web site and have started to work with them. They asked

me to shut the computer in SAFE mode and see if it locks up or crashes. It did lock up after a few minutes of

using MS Word. I went back into the chat web site and left a message.






-------- Original Message --------
Subject: **DELL REL REC WEB ESCALATION** DELTA CASE:829830885 ( DO NOT
CHANGE ) (KMM120326601I57L0KM)
From: US_ACS_REL_Outstanding_Issues
<US_ACS_REL_Outstanding_Issues@dell.com>
Date: Fri, January 28, 2011 9:30 am
To: <aplsauce@applesaucekids.com>

Hello,

I am a member of the Resolution Expert Center Team at Dell. I was given your information and it is my understanding

that you are having concerns with your XPS 420 system. I will work with you on this case until it is considered

resolved. Please feel free to respond to my e-mail to reach me. If I don't hear back from you by 01/31/2011,

I will make an attempt to contact you again.

I have read through your case history and I do apolgoize about the problems you have went through. I will make sure

i'm the last technician you work with in regards to your problems. I am showing a service call being performed in

early January 2011. Was the hard drive replaced along with the system board ? Also can you please reply to this

email and tell me the extent of your issues that you are currently facing so i'm not missing anything.

Thanks,

Troy
UID:XXXXXXXXXX
SR:XXXXXXXXXXXXXXXXXX