Please Help ! ! (Getting the Run Around from Tech Support)

Question

Please Help Me ! !   I bought a Dimension 8300 and near the end of the warranty, the Power Supply Fan went out, so I called and they came and replaced that.  After that, I figured I should renew my contract and extended it for 3 more years.   So I am still under warranty.    Last week a bad storm came through and the computer was connected throught a surge protector to which I bought from Dell, at the time of my purchase of my PC.   After that incident, the modem would not connect to the internet (Dial Up) and I keep getting a 633 (hmm I think that's the message) message.   I contact Dell support about this and they say that this is not covered from my warranty contract.    Dell Support is giving me the run around with everything.  Even though the system was connected through the Surge Protector they sold me.  They will not help me out on this at all :(   What am I to do now?  This is a $3000.00 system which they are not standing behind on their support of warranty, which I paid over $350.00 for.   Someone please help me! ! ! !   PLEASE ! ! ! Message Edited by Sfarugger on 07-22-2005 10:09 AM

fireberd · Answer

Although you are connected through the surge protector, any storm related power or lightning damage is considered an 'act of god' and not covered.  However, your homeowner's insurance may cover any major damage.  If it's just the modem that is bad, go buy another $25 or $30 modem, your homeowner's probably has a deductable that is more than that.   Another suggestion, since you have had a 'major' hit, the surge protector is basically bad.  You should not use a surge protector after a bad power or lighting hit as in most cases it no longer is providing protection.  And, when you buy a new one, but a good grade surge protector, not the cheap ones as they don't really protect.  I would say at least a $50 (or even more) grade surge protector and even that is not 100%.    I have a neighbor that got hit by lighning and a power surge. He has a 4 month old Dell with the Dell provided surge protector and it fried the PC, and it is not covered under warranty because of the 'act of god' clause, which is typical of most warrantee's unless they specifically state they cover power surges, lightning, etc.

BigBrother · Answer

Sfarugger,

In addition to the info provided by Fireberd, check the brand name of the surge protector that you purchased through Dell. It is not made by Dell. Check the warranty that came from the maker of the surge protector. In many cases, the maker of the surge protector will pay for any damage that occurred to your system while it was connected to their surge protector.

Also, did your surge protector have connections for the phone line? Was your phone line connected through those connectors? Or was the phone line connected directly to the wall outlet?

Steve

Message Edited by BigBrother on 07-24-2005 09:33 PM

Sfarugger · Answer

Hi and thanks for the replies.

The lines were connected through the necessary conenctions on the surge protector.

An update of problems now, and please help me if you have any suggestions:

New modem bought and inserted.....blue screen pops up

If I take out the modem and restart, the computer will start up fine.

I cannot remove the Modem from the "Add/Remove Software" screen. I've been able to remove it in the hardwave section, but I cannot remove the software. This is weird, because it's not that I cannot remove the original modem, it's whatever modem I installed last. This is really weird.

Anyhow, I've tried both external serial and internal PCI, they are both blue screening my computer.

I've even tried in admin mode to remove the modem software, but it will not let me.

So I am stuck, anyone have any suggestions at all?

Networking, Internet, & Bluetooth

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