If you have a NEW Dell, run msinfo32

Question

I purchased my NEW XPS 8930 tower, 3+years protection plan, monitor, with office 365; about $2,600.00 total, directly from Dell. But after too many ongoing system issues; Windows, monitors making popping noises and blacking out, the XPS 8930 making too much noise and Windows being uninstalled and re-installed like 10 times, everything too slow like one character every other second, hours of troubleshooting with Dell tech support; only for the issue to comeback the next day. I purchased my XPS 8930 on July 17, 2018, and as of today only has 100 days of use and this is because of the systems issues; me on online trying to troubleshot myself or in the phone with 365 office support because Windows failing, or Dell tech support because about the monitor or XPS 8930. I purchased my XPS 8930 with the idea to set up a home based home office and work from home, but this Dell experience have been a disaster. I have googled and research 1000 times possible fixes, when I came across wikihow's article below link with; which tells you everything you need to know to check what is in your computer and specially msinfo32; so I run MSINFO32 and I checked the cpu memory of my NEW computer only to find out that IS NOT NEW, IT IS REFURBISHED, 6th generation with Intel 3; not the 8th generation Intel 7 I ordered. I emailed Dell support with screen shot, but they would not reply to my emails. Yesterday, one guy from India called me, his name was Ravi. I asked him how did this happen to me or is it happening to everyone. All he said is that he was sorry that it happened to me; like if this is his normal, he said I'm not getting a refund because of the time frame. I told him that fraud takes priority over any binding time frame, I want my full refund, not credit, and for him to arrange the pick up of the refurbished tower and monitor. https://www.wikihow.com/Check-Your-Computer%27s-System-Information

charonlr · Answer

Here is proof, email exchange between tech support and me.

CHARO
~~To:~~
~~Dell~~ Tech Support
Wed, Mar 4 at 3:47 PM
I WANT A CALL BACK IMMEDIATLY.

On Wednesday, March 4, 2020, 03:21:43 PM PST, Dell Tech Support wrote:
Hi Charo, Thank you for sending the picture. I am on another call and might take 20-30 mins, please let me know if there is any other preferred time to call back. Please Note: My Shift Timings are 09: 00 AM to 6: 00 pm PM Central Standard Time with Saturday and Sunday as my weekly offs.
Thank you for choosing Dell Premium Support.
Pradeep K
Dell | Technical Support

--------------- Original Message ---------------
From: CHARO []
Sent: 3/5/2020 4:20 AM
To: technical_support@dell.com
Subject: Re: I NEED A RESPONSE ASAP, THIS EMAIL WILL CC: facebook, you tube, instagram, twitter, whatsApp, pinterest, reddit, ask.fm, tumblr, and snapchat Re: Dell Support: SR# from AMIT S [ ref:_00D0bGaMp._5002R161P3u:ref ]
Hi Pradeep, THIS IS REALLY DISTURBING, I GOOGLED IT ALL MORNING AND NOW I KNOW WHAT THE ISSUE IS. I CHECKED MY SYSTEM SUMMARY, AND LOOK WHAT I FOUND IN THE MEMORY! YES, I WANT A CALL BACK ANY TIME NOW.

This shows the 6th gen, wind 7, intel 3

On Wednesday, March 4, 2020, 02:30:56 PM PST, Dell Tech Support wrote:
Hi Charo, Thank you so much replying and updating the status. I sincerely apologize for the inconvenience caused to you regarding the screen flickering issue. Please provide me the best time to call you with preferred call back number. Please Note: My Shift Timings are 09: 00 AM to 6: 00 pm PM Central Standard Time with Saturday and Sunday as my weekly offs.
Thank you for choosing Dell Premium Support.
Pradeep K
Dell | Technical Support

From: CHARO []
Sent: 3/5/2020 2:35 AM
To: technical_support@dell.com
Subject: I NEED A RESPONSE ASAP, THIS EMAIL WILL CC: facebook, you tube, instagram, twitter, whatsApp, pinterest, reddit, ask.fm, tumblr, and snapchat Re: Dell Support: SR# from AMIT S [ ref:_00D0bGaMp._5002R161P3u:ref ]
TO TECH SUPPORT: THIS ISSUE IS NOT RESOLVED! I'VE BEEN HAVING ISSUES WITH THIS XPS TOWER SINCE DAY ONE, JULY 2018. I HAVE CALLED AT LEAST 10 TIMES TO THE MICROSOFT OFFICE 365 SUBSCRIPTION; WHERE THEY HAD TO UNINSTALL AND INSTALL, BECAUSE OF WINDOWS ISSUES.
I HAVE CALLED DELL SUPPORT MONITOR DEPARTMENT AT LEAST 6 TIMES, AND AS OF TODAY THIS IS THE 3ER MONITOR I HAVE; BECAUSE of FLICKERING BLACKOUTS. I RECEIVED THE LAST MONITOR ON 02/27, ONCE I SET IT UP, IT STARTED FLICKETING AGAIN. I ASKED MY HUSBAND TO CHECK MY XPS TOWER AND WHY THIS NEW MONITOR IS FLICKERING AGAIN, HE WORKS WITH COMPUTERS, HE SAID THAT ALL THE HDMI PORTS, THE BUILT IN AND THE EXTRA ARE DEFECTIVE BECAUSE WHEN PLUGIN IN THE CABLE FOR THE MONITOR DOES NOT GO ALL THE WAY IN, CAUSING THE SHORT OF IN THE MONITOR AND BLACKING OUT. HE ALSO SAID THAT THERE IS AN ISSUE WITH WINDOWS, HE DID SOME TROUBLESHOOTING TOO AND TOLD ME THAT WINDOWS SHOULD BE FINE. BUT THE VERY NEXT DAY THE ISSUES WITH WINDOWS CAME BACK. MY HUSBAND JUST TELLS ME TO GET A NEW COMPUTER, HE DOES NOT HAVE TIME TO DEAL WITH THIS. I HAVE CALLED THE XPS SUPPORT 6 TIMES, WHERE THEY DON'T WANT TO HEAR, THE MINUTE THEY HEAR 365 THEY TELL ME I'M CALLING THE WRONG PLACE AND HUNG UP, IF THEY HEAR MONITOR THEY TRANSFER ME OR HUNG UP. IN ONE OF THE OCCASION WHEN I CALLED ON 01/24 PRADEEP K , HE DID LIKE A 2 HOURS TROUBLESHOOTING AND FOUND MANY ISSUES INCLUDING WINDOWS, BUT THINGS LOOK GOOD FOR A FEW DAY; THE WINDOWS ISSUES CAME BACK. ON 02/25 I TALKED TO AMIT S, WHEN HE TOOK REMOTE ACCESS OF MY COMPUTER WE BOTH AGREED THAT THIS IS NOT A WORKING COMPUTER, HE DID ANOTHER EXTENSIVE TROUBLESHOOTING AND THINGS LOOK GOOD FOR A COUPLE OF DAYS; THE WINDOWS ISSUE CAME BACK. I DID NOT SPEND ALL THIS MONEY IN GETTING A NEW COMPUTER TO HAVE ALL THESE ISSUES, THIS IS TIME-CONSUMING, HOURS OF PHONE CALLS, I'VE TRYING TO SET UP A HOME BASE WORK, BUT AS OF TODAY THIS COMPUTER IS NO USE; UNRELIABLE, FLICKERING MONITOR, BLACKOUTS, AND XPS TOWER THAT MAKES SO MUCH NOISE WITH TOO MANY UPDATES THAT UNSYNCS EVERYTHING, WHERE I HAVE TO IDENTIFY MYSELF IN ORDER TO OPEN ONE WINDOW, AND WHEN TYPING IT IS LIKE ONE CHARACTER FOR EVERY 2 SECONDS. I NEED TO GET A RESPONSE FROM A MANAGER, SOMEONE IN CHARGE OF THE DEPARTMENT.
Sincerely
Charo

On Wednesday, February 26, 2020, 01:01:31 PM PST, Dell Tech Support wrote:
Hi Charo, Our records indicate that your issue is now resolved. I would request you to please keep this email handy and in case you have any further questions regarding the system or face any issues whatsoever, I would request you to please contact me directly by replying to this email instead of calling back and I would personally get back to you myself to help you.Please Note: My Shift Timings are 09: 00 AM to 6: 00 pm PM Central Standard Time with Saturday and Sunday as my weekly offs.Thank you for choosing Dell Premium Support.
Pradeep K
Dell | Technical Support

From: Dell Tech Support [technical_support@dell.com]
Sent: 2/26/2020 10:46 AM
To:
Subject: Dell Support: SR# 1010587628 from AMIT S [ ref:_00D0bGaMp._5002R161P3u:ref ]
Service Request:
Contact Us | Support Library | Download Center | How To Videos | SupportAssist | Community Forums**Please do not remove alpha-numeric reference code from subject line or email body when replying**
Dear CHARO,
This email is a follow-up to your recent interaction with Dell Premium Support Plus.
For reference, I have included your service request information:
• Service Request Number:
• Service Tag:
We appreciate you giving us your time and allowing us troubleshooting the issue. We would request you keep the system under observation for a few days and in case further assistance is required, please reply to this email and will follow up accordingly. However, if you wish to contact us earlier for any questions or concerns, please reply to this email with a brief description of the issue and we will reply accordingly.
Thank you for choosing Dell.
AMIT S
Dell | Technical Support
ref:_00D0bGaMp._5002R161P3u:ref

GKDesigns · Answer

Two points:

1. Always properly receive a purchase to confirm that you got what you paid for. If it's an assembled product, open it up and confirm all is assembled and tight before you power ON.

2. Call Dell Business Support to present your case. Don't waste your time sending e-mail to strangers. Handle it with a professional phone call like you mean it. Posting here is not going to resolve anything.

GK

savvy2 · Answer

NO MSinfo32.exe is rubbish only it, not dell, not your PC, not you, just IT. But not one link to your SELLER, why avoid that, a simple link posted. to your seller. (are they on the Cayman Islands ?)

this is not run this.

https://software.intel.com/en-us/articles/intel-architecture-and-processor-identification-with-cpuid...

the intel app will not lie to you, oK... get it , install it, and run it . 3 whole clicks is that too hard? do tell,

look here OP, see all these people running all these CPU here on the z370 , see that... why can't you.?

could it be the 10 installs of w10 , maybe, done wrong 10 times?

savvy2 · Answer

run the intel CPU ID utility at intel.com   https://software.intel.com/en-us/articles/intel-architecture-and-processor-identification-with-cpuid...

savvy2 · Answer

I will only do 1 thing now, the false statement that dell cheated him.

no only MS cheated you by telling you lies....

https://software.intel.com/en-us/articles/intel-architecture-and-processor-identification-with-cpuid...

RoHe · Answer

Post a screen shot of the System Summary screen in msinfo32.exe EDIT: The 6th Gen Intel Core i3 CPU uses the Intel Series 100 chipset (physical chips) on the motherboard, but the XPS 8930 specs say it has the Intel Z370 chipset which doesn't support any 6th Gen CPUs. So a 6th Gen CPU shouldn't even work at all in an XPS 8930 motherboard.

charonlr · Answer

MY SUBJECT LINE WAS: If you have a NEW Dell, run msinfo32, SO YOU DON'T GET A REFURBISHED LIKE ME

I have talked to dell business tech support tons of times and followed up with them with TONS of emails and I got nowhere.
What I posted earlier to the Dell Community is just the last exchange of emails between me and THE PROFESSIONALS FROM Dell Tech Support.

I purchased the computer with the idea to work from home, but this computer is unreliable:

*they have replaced the monitors, this is my 3er, the PORTS ARE BAD, CAUSING THE SHORTS AND COMPLETELY BLACK OUT ON THE MONITORS.

*Every time there is a issue with the xps tower, it is windows and as a consecuence the 365 programs don't work. When I called 365 support, they have told me a number of times that is the the 365 it is windows in my xps tower that for some reason fails all the time

and the reason why

GKDesigns · Answer

@charonlr MY SUBJECT LINE WAS: If you have a NEW Dell, run msinfo32, so you don't get a Refurbish1-  I have talked to dell business tech support tons of times and followed up with them with TONS of emails and I got nowhere.  2- What I posted earlier to the Dell Community is just the last exchange of emails between me and the PROFESSIONALS FROM Dell Tech Support.what I posted was just the last emails exchange between Dell Tech support and me I have ordered a ton of computers from Dell and they have always been to spec.  I doubt there is a Dell conspiracy here worth alerting the masses about. I trust you have a legitimate complaint, and I suggest it is up to you to resolve it directly with Dell.  I seriously doubt you will discover another customer here who feels that their purchase is not what they ordered.  When this happens, it is best to resolve the matter immediately with Dell Sales.  And why do you say your system is a refurbished system... how do you know this? Maybe your system was not re-installed properly and is no longer able to accurately report on itself.  Have you reviewed your order spec online...  does it list the correct system components? Go into Control Panel\System to see which processor you actually have. GK

charonlr · Answer

I have follow up with Sales, left messages, and emailed, but they are not bothering.

ONE THING THAT IS CRYSTAL CLEAR, AFTER SEEING THE 6TH GENERATION, WINDOWS 7 AND INTEL 3 EMBEDDED IN THE MEMORY; Dell sold me a REFURBISHED computer.

I want a full REFUND, a written apology and Dell to pick up the xps tower and monitor.

GKDesigns · Answer

I believe the OP is misinformed by msinfo32.  They should inspect Control Panel\System to see their actual processor listed.  And hire someone to fix their other computer issues. GK

GKDesigns · Answer

@RoHe Something doesn't seem right here...If it really has a 6th Gen CPU Take a look at your System devices under Device Manager. GK

RoHe · Answer

Something doesn't seem right here...

If it really has a 6th Gen CPU, it's making me wonder if this PC was purchased from a 3rd party, not directly from Dell, and the seller put Win 10 on some older model and claimed it was a new XPS 8930...

Go to the Support page and put in the Service Tag and see what it says about this PC. Is it identified as an XPS 8930 or something else? When was it shipped and when did the warranty expire?

(Don't post the Service Tag here.)

Tesla1856 · Answer

so I run MSINFO32 and I checked the cpu memory of my NEW computer only to find out that IS NOT NEW, IT IS REFURBISHED, 6th generation with Intel 3; not the 8th generation Intel 7 I ordered.

-----------------------

No.

The highlighted line is a PCIe Controller, not a main-processor.

Look in Control Panel / Device Manager (like other posters are already saying).

savvy2 · Answer

https://software.intel.com/en-us/articles/intel-architecture-and-processor-identification-with-cpuid...   one step of man ... run it and report, ok?

GKDesigns · Answer

I am not Dell, I am retired from this industry since 2009,All answers for out of warranty PC desktops/Servers I think your advice is too much and too beyond the OP... so not very usable imo. GK

XPS Desktops

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