Quote of the Day: “Don’t use time or words carelessly. Neither can be retrieved.”
- Unknown
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(yes, that IS Sarah on the other screen.)
Day two for Dellzilla and I awoke with a mission: get everything else done.
I never got out of my PJs and worked furiously all day to complete the set up to include the dual monitors. Try to pull out of the visual quickly. The horror of me in my PJs and the glory of dual monitors will cause you to go sterile.
I was frustrated and stopped in my tracks over some very minor issues that took hours to resolve when they should have taken seconds. Thus, Buster suffered all day from the vibe emminating from me all day. This cannot be helped, folks. He was the egg and I needed some omelets.
The first thing I had to do was to set up my Macromedia DreamWeaver software to maintain my webpage. Because I had moved my old computer (SMALLFRY) up to its new home, Alex’s room, I was forced to climb the stairs many times to access programs and write down settings. This caused me a bit of aggravation because it was so…. Flintstonian. I had intended to set the damn thing up downstairs for just this possibility but I caved to peer pressure and hooked it up in his room. At least it was some form of exercise in preparation for tomorrow’s big run.
After a couple of times with this, I decided the smart thing to do was to find the configuration file, copy it, and load it, thus configuring Dellzilla’s copy in one fell swoop. Sounds simple, huh?
What do I have that will hold a small file? I don’t want to burn it to a CD like I did my monster Outlook PST file. Hey, how about my memory stick? I have an adapter that doesn’t even need a driver. Sweet!
I took the memory stick with adapter upstairs, copied the file, went downstairs, plugged it into Dellzilla… and… and… it didn’t know what the hell I was talking about.
Dellzilla? It’s right there! See? Look in the USB port in the front…. no.. see.. DAMMIT!!
(at this point, the dog is just about in an epileptic fit, as he would stay all day as my frustration level rose.)
I tried to use the “Add New Hardware” function but it couldn’t find the driver. I didn’t have a driver because it never needed one. I bought it when I put together SMALLFRY as an afterthought but used it extensively to transfer pictures from my camera to my computer.
Now it was time to do research. The problem was, there was no identification on the adapter other than a part number. After an hour of frustration, I couldn’t find a thing. So I tried to find the driver SMALLFRY used but it was an old standard driver that my new system didn’t even have.
So it was back to the online research and I finally figured out that the thing was made by a company named PQI. I found a driver site that had the driver but you had to sign up for an account to download it. It wanted all kinds of information and the fact that I was having to go through this fed the fire of my frustration. Finally, I got through their dozen screens of horror and along with being qualified for a top secret security clearance, apparently I was good enough for them to send me an email so I could enable my account.
When I got the email, I clicked on the link and it supposedly registered me but when I tried to download, it said I wasn’t registered. When I clicked the registration link again, it told me I was already registered.
I was fit to be tied.
The dog was about to jump through the plate glass window.
Then I realized since I knew the name of the company, I should just go there. After all that, I found the driver off of the site, downloaded (without having my DNA analyzed this time) and loaded it up. After almost 2 hours, boom, it worked.
I was still pissed.
Buster was still quaking.
The good news is that the configuration file worked and DreamWeaver was set.
Then it was rebuilding the macros I use in Photoshop to resize pictures using a batch file. I have one that scales down the resolution and size and one that makes thumbnails. This way, I can put all the monster pics I take with my camera into a certain file, run the macro, and it goes through and quickly sizes all the pictures.
I never could figure out a way to save these macros and import them to another machine so I had to copy down the steps (which I always forget since it’s years between having to do this) on paper and then rebuilding the macros on the new computer. This took about an hour but it ended up working fine after a few tweaks.
I had to do a similar process for a macro I use in Word. Sometimes I get emails I want to use on my site and you know how you get forwarded emails and the paragraph marks are all screwed up? There are like breaks in the sentences in weird places, before word-wrap would normally break the line?
I created a macro that removes all formatting, turns everything into New Times Roman, and 12 point. Then it goes through and finds everywhere where there are two paragraph breaks in a row (this is where the real paragraph breaks should be).
It then replaces the two paragraph marks with “9999” (stick with me.)
All other paragraph breaks are the bogus ones so it replaces them with a space (in essence, “un-breaking” the lines that shouldn’t be broken).
Then it go back and changes all the “9999” to double paragraph marks, thus breaking up the text where the paragraphs should break.
It does all this really fast and in the end, you have perfectly formatted text. I used to do this by hand by going to the start of each line and backspacing. It was a pain but now it’s a push of a button.
OK, class is over.
Next, I spent a couple of hours hooking up SMALLFRY to the wireless network in my house. I use a small USB receiver but for some reason, it didn’t work. I played with the settings on the network, I played with the settings on SMALLFRY, I beat the dog (not really, but according to him, you would think so).
I reloaded the router software and even loaded the drivers for the USB receiver. Nothing worked. SMALLFRY had always been hooked right to the Internet but for some reason, it wouldn’t connect through a receiver. I just KNOW it was upset at being kicked to the curb. Whiny bitch.
Finally, I discovered that loading the software for the driver didn’t actually INSTALL the driver. Once I did this, it hooked right up and the connection was strong. Alex says it’s nearly as fast as when it was downstairs.
We may never see the boy ever again.
With everything loaded up (or at least 98%), I tuned my attention on the dual monitor situation. I have a 19” monitor I got for Christmas but for $100, Dell provided another 19” monitor. I wasn’t about to turn that down to save $100. Hell, I could turn around and sell it for at least double that.
Or….
Dual monitors, Baby!!!!!
I really don’t have room on my computer desk but I did the best I could, angling the second one off to the right.
My initial attempt to hook this up failed miserably. I had specifically asked the Middle Eastern Dell flunkie who sold me the computer if I could hook up dual monitors with the card I was getting. He said it would have one analog and one digital output. If I wanted to set up dual analog monitors, I would have to get an adapter for the digital output plug.
I (actually Carrie) bought one, hooked it up, and nothing came up on the screen when I hooked it up but I found the setting for my video card and it had a pull-down menu that gave me the choice of single monitor or clone.
When I picked clone, it did just that: it made the second screen as a clone which means whatever you saw on screen one, you saw on screen two. I found this VERY useful for… what’s the word…. NOTHING! Why n the hell would you want it set up like this?
No matter what I tried, I couldn’t get it to go to “expanded dual monitor” mode which treats the screens like one big screen. Looking up in the documentation, it said that if you are using a PCI Express card, you will not be able to operate in dual mode.
For the umpteeth time today, I was irate. This meant that I would have to spend a couple of hundred dollars on an upgraded video card or second card. And that I had been lied to. Guess which one upset me the most.
I was not going to take this sitting down.
I called Dell for two reasons:
1. Dual monitor
2. No keyboard
I explained my monitor situation as calmly as I could to include what had been promised to me. After my experiences with live support, I had no faith that “Daniel” with his Indian accent would be able to solve anything. My reservations were heightened when I realized he was reading right off his screen.
He walked me through some obvious steps (of which I was a few ahead of him) but I withheld the information about the PCI Express card to have him tell me I was lied to. After leading me to the pull-down menu I described earlier, he wanted me to choose an option that wasn’t there, specifically the “expanded dual monitor” mode. I guaranteed him it wasn’t there but I guess he didn’t think I knew what the hell I was talking about because he wanted to take a look himself.
Unbeknownst to me, you can grant control of your machine over the internet. He had me log onto a certain website at Dell and then grant a bunch of permissions that allowed him to manipulate my computer. I watched as my mouse moved and he repeated the steps we just went through and he saw that there was no third option.
Then he opened a browser and downloaded the latest driver from Dell for the video card but when he installed it, he had to reboot and it severed our connection. After I started the machine again, I went back and sure enough, the third option was there. I chose it and shazaam, it worked, although the screen resolutions were screwed up.
what do you know, it was jsut an outdated driver. God, why didn’t I know that?
After adjusting the resolutions, I had to flip the screens to make the mouse flow from the right side of the left screen onto the right side of the left screen. But the taskbar was on the wrong screen and the only way I figured out how to fix that was to swap the monitor plugs. Then it all worked and I had my dual screens of bliss.
I did my newly-dubbed “geek happy-dance.”
But we weren’t done. There was the matter of the keyboard. I had been promised a keyboard by the salesman but on the manifest, it said “no keyboard requested.” I knew this was going to be a problem because I knew that is what the bill of sale said also but I had specifically negotiated and triple checked with “Christopher” that the keyboard was included. It was going to come down to my word against his and since I was the customer, I was going to fight to the death for that damn keyboard. I was going to be such a pain-in-the-ass that they would have to give me the $10 keyboard just to shut me up.
As helpful as Daniel had been, he had to send me to customer support. I thanked him, was send to customer support, and I had to go through the entire explanation and verification process after automated-response Hell. Ten minutes later I was send to a rep and put on hold for another 5-minutes when a recording told me they were in a meeting and call back in an hour.
That pissed me off so I called back. And had to go through the number punching to get to another rep who, of course, had no idea why I was calling and I had to go through the explanation again. He got me through (15 minutes later) and I was put online with a customer rep this time, who I had to explain everything to.
He said I would have to talk to the guy who sold it to me and after a heated discussion, he tried to patch me through. And the line went dead.
This time I was livid.
For another 5 minutes, I had to go through “Push 1 if you would like to strangle me…” AGAIN and AGAIN I got someone totally new and unaware of my situation. This new guy said I had to talk to Sales and I told him to give me the direct number so I wouldn’t have to go through the automated bullshit again. He gave me the number and transferred me. I was on hold for 20 minutes so I got frustrated and hung up.
I called back and the number he had given me PUT ME THROUGH THE SAME AUTOMATED OPTION LIST!!!!
By now I was almost insane with rage.
When I got through the sales, I made my displeasure known but the only response from the sales rep that he had no power to send me a keyboard, but he could sell me one.
After lambasting him about how bad of an idea that was, he said I’d have to talk to customer service. I told him that customer service sent me to him and if he sent me back, they would do the same and this was a vicious circle.
Five minutes later, he came back and tried to give me an email address to write “Christopher.”
“Look, I’m not going to shoot off an email and wait. You promised me a keyboard, you didn’t give me a keyboard, and now it’s going on 2 hours trying to make you guys make good on this. I’ve called 7 times, been through your automated phone system each time, been through the verification process each time, been hung up on 3 times, been transferred to three different departments, and been offered to buy a keyboard you already promised me. I want to talk to someone, anyone, that can make this right. And I want it RIGHT NOW!”
“You’ll have to speak to customer service.”
“Transfer me directly and I want your name and your direct number.”
After he stayed on the line to make sure I was connected, I asked to speak to a customer service manager.
“But Sir, I can help…”
“Put me through to a customer service MANAGER right now. I guarantee you that you don’t want to talk to me any more than I want to talk to you.”
I was put on hold.
For 30 minutes.
Blind with rage, I hung up and called back.
The “direct number” I had put me directly to the automated phone system.
When I got through to yet a different person, I again demanded to talk to a customer service manager.
“But Sir, I can help…”
“PUT…. ME… THROUGH… TO… A… CUSTOMER… SERVICE … MANAGER… RIGHT… NOW. Do you need me to repeat any one of those words? I waited 30 minutes last time so I’m not going to be put on hold. I will not explain to you what I’ve been through in the last 2 hours because frankly I’ve explained about 9 times and will have to do so again when I get your supervisor.”
“Yes Sir, while we’re waiting for him, maybe I can be of assistance.”
This is when I knew these people were immune to any level of frustration and irritation they listen to. They do this for a living. So while I waited, I gave him the basic outline of the story of the missing keyboard. When he got me started, it flowed right into a one-sentence frustration-vomit of everything that had happened.
“…. over 2 hours trying to make you guys make good on this. I’ve called 7 times, been through your automated phone system each time, been through the verification process each time, been hung up on 3 times, been transferred to three different departments, been put on hold for more than half the time, and been offered to buy a keyboard you already promised me. I’ve been forced to explain this over and over and I’m sick of being jerked around.”
After I breathlessly finished up my rant he calmly said “Ok, Sir, what I am going to do is send you out a keyboard right away.”
That stopped me cold.
“Did I hear you right? And you aren’t going to charge me?”
“No Sir.”
I couldn’t understand this. After so much trouble, this guy just said he’d do it with no other questions. Why, I wondered, couldn’t the other 7 people do this? This guy was just as low level as the others and I said nothing more or less spectacular to him than his co-workers. I didn’t want to look a gift horse in the mouth but I was stunned.
He read off to me what he would put in the system in the explanation block and it had plenty to do with the words “frustration” and the like. He then asked if I still wanted to talk to a manager.
“Not if you can send me the keyboard. You are the first one today that could crack this impenetrable safe.”
Of course he had no idea what this meant because American idioms are mostly lost of Dell support people in India.
Then he had to do something that I’m sure he didn’t relish. It’s part of their job, no matter the situation, to ask the customer if they are satisfied with the level of service they were provided. After a long pause, he said “I think I know the answer to that.”
I assured him that I appreciated HIS help but then that launched me into another rant about the things I had already told him. When I was done and he assured me that he was FedExing the keyboard to me, he told me that his manager wanted to talk to me. I agreed, thinking I could unload on him for my own edification, considering what I had been put through. I knew he would have to listen and I wanted to let him know that I didn’t appreciate the support service on the whole.
Do you know what he wanted to talk about? After I went over my little experience in excruciating detail, he pretty much dismissed it and asked if I was satisfied with their support. Not Dell in general but the latest minion I had dealt with. It became apparent that this guy didn’t give a rat’s ass about what I went through, he just wanted the feedback for his own postage-stamp area of the world.
In fact, I realized that the rep was forced to put down that I wasn’t satisfied after he said “I think I know the answer to that.” and if they put down the customer was less than satisifed, they are forced to get the supervisor. So Supervisor Bob only wanted to verify that his guy was good to go. Screw all the otehr supervisors and their piss poor service.
I ended the conversation quickly after that.
I got my keyboard but I’m sorry to say, Dellzilla, that even though you are a beautiful beast, you are definitely a SON OF A BITCH!
Free Advice for Today: “Live your life so that your epitaph could read, ‘No regrets.’”
- H. Jackson Brown, Jr.