Top-of-the-line tech help applications within the trade for years has been the ProSupport program from Dell, which routinely solutions inside 10 seconds and presents wonderful techs who really attempt to assist. They’ve married that effort with a next-day onsite restore providing (delivered by Unisys), which can be spectacular.

However no program is ideal. The issue with these mixed companies is that when issues get screwed up, it is next-to-impossible to establish the place the fault lies. That disclaimer now absolutely disclaimed and that caveat all caveated, let me share  the story of my newest tech help nightmare surrounding a Dell laptop computer.

It began with the laptop computer’s incapacity to deal with Skype and Zoom calls, with each the microphone and the audio system failing. (That is particularly problematic on this pandemic-forced, remote-work world.) After toying round with it for a number of hours—together with plenty of restarts and switched cables and completely different headsets—I reached out to Dell Professional and rapidly linked.

We each initially suspected an audio driver drawback (and, finally, that turned out to be exactly the issue), however testing and updating drivers did not work. We finally discovered that Microsoft had overwritten a Dell driver (thanks, Redmond!), although preliminary exams prompt all drivers have been right and up-to-date.

After a number of in depth exams later, the conclusion from Dell was that the motherboard wanted to get replaced. I am not wild about changing a motherboard, however I agreed and the tech was scheduled to do the deed the subsequent day.

By the best way, having a tech go to through the days of COVID-19 shouldn’t be straightforward. We arrange a desk for him to work proper by a basement backdoor, in order that he can be in as little of the home as doable. He did his work meticulously, changed the motherboard, reassembled all the things — and the audio drawback was nonetheless there.

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By Rana

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