Inspiron 6000 Locking Up and Sonic: Update Manager software messed up.

Question

To whom it may concern:   I purchased my Dell Inspiron 6000 Notebook approx. 2-3 months ago.  Since I have had it I have had my battery go bad, so it had to be replaced.  Now I my laptop locks up on me and I am getting the Sonic: Update Manager window that pops up and says 'The feature you are trying to use is on a CD-ROM or other removable disk that is not available'.  Every time I boot up this message pops up and I cannot get it to go away.   This evening I contacted Dell's Customer Support at 1-800-WWW-DELL.  I went through the menu tree, entered in my Service Tag and was, after about a 5 minute wait, speaking with someone in the WRONG department.  After giving all of my information to this person, I was told 'I am sorry, you are in the wrong department, let me transfer you.'  After another 5 minute wait, someone else answered the phone, I gave that person my information and was promptly told 'I am sorry, you are in the wrong department, let me transfer you.'  At that point the next thing I heard was a dial tone.  I called Customer Support once again, went through the menu tree, was put in the que for a while, at that point, I spoke with someone and was told, 'I am sorry, you are in the wrong department'.  Upon being transferred, again I was disconnected.  I finally was able to call back, talk with someone, get transferred and I actually ened up in the correct department.   I explained to the person that I keep getting this Sonic: Update Manager error message that keeps popping up and that my computer locks up at times.  The guy online had me run MSCONFIG and reboot my PC.  He said that once the computer rebooted it would 'fix the problem' as soon as my PC rebooted and logged in the Sonic Update Manager popped up again.  He said it was a problem with the software from Sonic and that I need to call the company that made this software.  Now with all of that my scrolling capability of a webpage using my touchpad no longer works.  I was then told I was going to be transferred to Software.  Upon being transferred I was then told 'You need to pay for software support.'   So now at this point I have paid over $1,000 for a PC, which is approximately 2 MONTHS OLD, that locks up and has software that keeps popping up a message wanting me to insert a disk that I don't have.  I have had 'tech support' instruct me to run an application which, upon rebooting did ABSOLUTELY NOTHING but make things worth, and then be told 'Oh, it is a SOFTWARE issue, you need to PAY for support.'   Please allow me to tell you that you currently have one EXTREMELY MAD customer on your hands.  If you would care to look back in your records, you may find that back in 1997/1998 I bought a Dell Dimension Desktop.  I had a problem with the CD-ROM drive.  For 2 years I dealt with Tech Support, having them tell me it was my CDs.  It took 2 years and the replacement of almost EVERY component of the desktop and the problem was NEVER resolved.  I ended up having the desktop replaced with a new machine.   Unfortunately it appears that this laptop is running down the same path that my desktop.  I am at the point where I have two requests, either replace my laptop with an identical machine or return my money and tell me where I to return my laptop.  If you do not have the authority to deal with my request, please tell me who does and how I can contact them.   James Message Edited by jnlacasa on 11-13-2005 12:59 PM

tonebalone · Answer

Also, go back into your post and edit out your email address, else you'll soon be getting tons of spam.

tonebalone · Answer

First of all, let me sympathize. Last week I called to extend my warranty on my XPS Gen3 and went the same route as you, from one wrong department to another, finally culminating in a hangup. I think this is Dell Bangalore's way of coping with the fact that they are too clueless to actually help anybody with a problem. The way I intend to handle this issue is to buy Sun servers and HP workstations at the university where I work instead of Dells. The Opterons are faster and use less power anyway.

I had the same problem as you in both my Inspirons. Run msconfig and look in the startup sectionfor sgtray.exe and uncheck it. Also look program with no name or author information and uncheck it. (I don't know what this does, but I don't recomment letting any unidentifiable program run) If all else fails, go to the control panel, add/remove programs, and uninstall the Sonic Update manager.

Good luck!

tonebalone · Answer

I didn't have an issue which warranted returning the computer to Dell. All I was trying to do was extend my warranty. But now I finally realize what all others go through when trying to deal with Dell support. If I had any Dell stock, I'd be selling it.

If all else fails, you can restore your system to original configuration by pressing Ctrl-F11 druing bootup. Then go in and uninstall the Sonic Update Manager, and also use msconfig to disable the Quickbooks intro, and any other junk you don't want running.

But first, check here to see what advice others can give you. There's a lot of real help available in the forums that the Indian human robots can't give you.

jnlacasa · Answer

Thanks for the information and I did remove my email address as you suggested. Were you able to return your computer to Dell?  What kind of problems did you encounter, if any, in dealing with them?

try2help · Answer

Instead of wasting time with the Indians, why don't you use the Dell PC Restore feature? (Not the Windows System Restore.) Just be sure to back up your files first.

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