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PhoneTools - modem - guide to getting support
BVRP Software - Dell - PhoneTools - Conexant modem - Windows XP - recorded message quality - guide to getting support
I am a Dell customer trying to use the voice application on my Dell PC. Like others who have a configuration like mine, the quality of my saved voice messages is very poor. I am writing to share lessons learned about getting support for the voice application. What I've learned may be helpful to people having any kind of problem with their modem.
The bottom line is, if your system includes the PhoneTools software, you should be on the phone with a knowledgeable BVRP USA tech to get your voice application or modem problem solved.
If PhoneTools is not working properly, or if you are having any modem related crashes, then your point of contact should be BVRP USA support at +1 800-898-4971 or +1 877-334-2877. They will verify the software is configured properly and take whatever further steps are necessary to solve your problem.
BVRP USA advised me at one point to try upgrading my modem driver. Here are some things to be aware of about driver upgrades.
BVRP USA is better than Dell at identifying the right modem driver upgrade for you.
When a BVRP USA tech or the BVRP USA website advises you to get the latest drivers directly from Dell, REFUSE. A knowledgeable BVRP tech needs to identify your modem and e-mail you the correct driver. BVRP's website is out of date and does not give the right steps for selecting the proper driver. Furthermore, the Dell website has many modem drivers with identical and near-identical descriptions and versions and gives no guidance as to which to select. Even the Dell techs could not understand any better than me which of the near-identical drivers was right. Dell referred me to the Conexant website, where I found yet another driver.
I downloaded and installed 5 different drivers recommended by Dell, damaged my operating system in the process to the point where it would crash every time I started it. I spent hours troubleshooting and repairing my operating system by hand, which is not for the faint of heart or the typical consumer.
If the first BVRP USA or Dell tech had advised me correctly, or if the BVRP or Dell website had advised me correctly, I would have gotten the right driver the first time from a knowledgeable BVRP USA tech. ACCEPT NO SUBSTITUTES.
Another mistake to avoid is ever contacting BVRP UK (bvrp.com) instead of BVRP USA (bvrpusa.com). It is easy to make this mistake simply by clicking on the BVRP logo in the PhoneTools software.
BVRP is based in the UK, they have a separate customer support organization, and they know nothing (or admit nothing) about the Dell relationship. My experience with BVRP UK support was terrible. When I replied to their e-mails they refused to answer unless I resubmitted the reply through their website. When I resubmitted the reply through their website, I got two responses. One was to buy a deluxe version of their product. BVRP USA, meanwhile, has advised me that my problem is well known to them and is caused by the modem, so this would have been good money throw after bad. The other response was to see their web page with driver information. This web page does not exist, and when I asked BVRP UK about it, they advised me to wait until it does (instead of providing the driver information they thought I needed). In short, only BVRP USA knows how to address problems in the Dell environment.
If BVRP USA determines, as they did with me, that the modem needs to be replaced, and they then advise you to contact Dell support and ask for a level 2 tech and have the modem replaced, REFUSE. Dell requires the BVRP tech, not you, to contact them. Give your Dell service tag to the BVRP tech and have them contact Dell. A Dell level 2 tech will contact you in turn to arrange for the replacement.
I cannot report yet on the success of the replacement modem in solving my problem. I have not yet been contacted by Dell level 2. I will report further developments.
Here is the detailed configuration of my voice application.
application: PhoneTools 2.17d version, by BRVP Software
operating system: Microsoft Windows XP, Home Edition, Version 2002
modem: Conexant HSF V92 56K RTAD Speakerphone PCI Modem
modem driver (any of):
1. stock driver: 3.5.18.8 A00 8/17/01
2. generic SoftK56 driver (Microsoft, generic driver you get when you delete and reinstall the device)
3. 8f217.exe: 3.05.18.08a A00 10/16/01 (support.dell.com)
4. HSFp_WinXP.zip: 4.06.08.00 12/3/01 (generic driver from conexant.com)
5. R46158.EXE: 2.1.5.03.04.05 A01 8/12/02 (support.dell.com)
6. R46155.EXE: 2.1.5.03.04.05 A02 8/12/02 (support.dell.com)
7. R46152.EXE: 215.5.03.04.05 A01 8/20/02 (support.dell.com, BVRP USA)
I am a Dell customer trying to use the voice application on my Dell PC. Like others who have a configuration like mine, the quality of my saved voice messages is very poor. I am writing to share lessons learned about getting support for the voice application. What I've learned may be helpful to people having any kind of problem with their modem.
The bottom line is, if your system includes the PhoneTools software, you should be on the phone with a knowledgeable BVRP USA tech to get your voice application or modem problem solved.
If PhoneTools is not working properly, or if you are having any modem related crashes, then your point of contact should be BVRP USA support at +1 800-898-4971 or +1 877-334-2877. They will verify the software is configured properly and take whatever further steps are necessary to solve your problem.
BVRP USA advised me at one point to try upgrading my modem driver. Here are some things to be aware of about driver upgrades.
BVRP USA is better than Dell at identifying the right modem driver upgrade for you.
When a BVRP USA tech or the BVRP USA website advises you to get the latest drivers directly from Dell, REFUSE. A knowledgeable BVRP tech needs to identify your modem and e-mail you the correct driver. BVRP's website is out of date and does not give the right steps for selecting the proper driver. Furthermore, the Dell website has many modem drivers with identical and near-identical descriptions and versions and gives no guidance as to which to select. Even the Dell techs could not understand any better than me which of the near-identical drivers was right. Dell referred me to the Conexant website, where I found yet another driver.
I downloaded and installed 5 different drivers recommended by Dell, damaged my operating system in the process to the point where it would crash every time I started it. I spent hours troubleshooting and repairing my operating system by hand, which is not for the faint of heart or the typical consumer.
If the first BVRP USA or Dell tech had advised me correctly, or if the BVRP or Dell website had advised me correctly, I would have gotten the right driver the first time from a knowledgeable BVRP USA tech. ACCEPT NO SUBSTITUTES.
Another mistake to avoid is ever contacting BVRP UK (bvrp.com) instead of BVRP USA (bvrpusa.com). It is easy to make this mistake simply by clicking on the BVRP logo in the PhoneTools software.
BVRP is based in the UK, they have a separate customer support organization, and they know nothing (or admit nothing) about the Dell relationship. My experience with BVRP UK support was terrible. When I replied to their e-mails they refused to answer unless I resubmitted the reply through their website. When I resubmitted the reply through their website, I got two responses. One was to buy a deluxe version of their product. BVRP USA, meanwhile, has advised me that my problem is well known to them and is caused by the modem, so this would have been good money throw after bad. The other response was to see their web page with driver information. This web page does not exist, and when I asked BVRP UK about it, they advised me to wait until it does (instead of providing the driver information they thought I needed). In short, only BVRP USA knows how to address problems in the Dell environment.
If BVRP USA determines, as they did with me, that the modem needs to be replaced, and they then advise you to contact Dell support and ask for a level 2 tech and have the modem replaced, REFUSE. Dell requires the BVRP tech, not you, to contact them. Give your Dell service tag to the BVRP tech and have them contact Dell. A Dell level 2 tech will contact you in turn to arrange for the replacement.
I cannot report yet on the success of the replacement modem in solving my problem. I have not yet been contacted by Dell level 2. I will report further developments.
Here is the detailed configuration of my voice application.
application: PhoneTools 2.17d version, by BRVP Software
operating system: Microsoft Windows XP, Home Edition, Version 2002
modem: Conexant HSF V92 56K RTAD Speakerphone PCI Modem
modem driver (any of):
1. stock driver: 3.5.18.8 A00 8/17/01
2. generic SoftK56 driver (Microsoft, generic driver you get when you delete and reinstall the device)
3. 8f217.exe: 3.05.18.08a A00 10/16/01 (support.dell.com)
4. HSFp_WinXP.zip: 4.06.08.00 12/3/01 (generic driver from conexant.com)
5. R46158.EXE: 2.1.5.03.04.05 A01 8/12/02 (support.dell.com)
6. R46155.EXE: 2.1.5.03.04.05 A02 8/12/02 (support.dell.com)
7. R46152.EXE: 215.5.03.04.05 A01 8/20/02 (support.dell.com, BVRP USA)
