Now for that rant...

[morrigirl]

I am furious with Dell Tech Support. FURIOUS!!! My computer has been in the midst of a severe malfunction for the last TWO WEEKS and they have yet to provide me with ANY form of helpful assistance.

Our story begins on the evening of July 26th. I Arrived home from work, turned on the AC, stripped, shoved a Digiorno pizza in the toaster, and turned on my computer. Upon loading the desktop Windows Installer suddenly popped up displaying the message "Please wait while Windows configures PhotoGallery." Having never seen this before I waited to see what would happen. It took a moment to load and then displayed the message "The feature you are trying to use is on CD-ROM or other insertable disk that is not availible. Please insert the PhotoGallery Disk and click OK." This is where I got confused. I don't own any software called "PhotoGallery" and as a result do not have any PhotoGallery Disk or CD-ROM. I clicked cancel hoping to end the erroneous install. I got the message "Error 1706 No valid source could be found for product PhotoGallery. The Windows Installer cannot continue." Great! So I click Okay at the bottom of the installer window and what happens? The entire process begins all over again starting with "Please wait while Windows configures PhotoGallery."

The process has been on a never ending loop for the last two weeks. I boot up my computer, Windows Installer tries to install this software I don't own, and it continues to do so until I shutdown the system for the night. As far as computer malfunctions, it could be worse. I can still get on the internet, still sign on to AIM. However I can't install any new programs or software, and I can only play music or play Sims 2 for maybe 15 minutes at a stretch before the programs freeze or shut down.

So, having no idea what the problem is or how to fix it, I call the Dell Tech Support hotline where I wait 20 minutes to speak to a technician before my cellphone loses the call. I call back and stay on hold for 30 minutes before my cellphone cuts out. This continues until I grow sick of waiting and turn to the Dell website for answers. On their support websire Dell has a chat feature that allows you to troubleshoot with a tech specialist in real time. GREAT! So I try to log on and I can't. I try again, no cigar. I try for almost an hour and still can't get through. So now I must resort to plan C: just send Dell Support a plain old email. I write a very clear and detailed email message asking for advice on how to resolve my problem. Then I turn off my compy and go to bed.



The next day I receive a response from a Tech Support Specialist named Trupti. Trupti tells me I should try uninstalling and re-installing Windows Installer and sends me the following step by step instructions on how to do so:

Uninstall and reinstall windows installer:
1. Click the Start button.
2. Click Control Panel.
The Control Panel window appears.
3. If you are not using Classic View, click Switch to Classic View.
4. Double-click Administrative Tools.
The Administrative Tools window appears.
5. Right-click Windows Installer, and left-click Stop.
6. Close the Administrative Tools window.
7. Click the Start button.
8. Click Run.
9. Type the following text in the Open: field:
cmd
10. Click the OK button to open the Command Prompt window.
11. Type the following text at the C:\> prompt:
cd /d %systemroot%\System32
12. Press the key.
13. Type the following text at the C:\Windows\System32> prompt:
ren Msi.dll msi.old
14. Press the key.
15. Type the following text at the C:\Windows\System32> prompt:
ren Msiexec.exe msiexec.old
16. Press the key.
17. Type the following text at the C:\Windows\System32> prompt:
ren Msihnd.dll msihnd.old
18. Press the key.
19. Close the Command Prompt window.
Reinstall windows installer:
1. Insert the Office XP CD.
2. Click the Start button.
3. Click My Computer.
The My Computer window opens.
4. Double-click the Office XP CD icon.
5. The Office XP window appears.
6. Double-click the INSTMSIW.EXE icon.
The Windows Installer Setup window appears.
7. Click the OK button.
Reboot your system.

I read them, they appear to be pretty straight forward, I decide to give em a try. Everything goes fine until I get to step 5: "Right-click Windows Installer, and left-click Stop." Well...I right-click Windows Installer and nothing happens, and there is no "Stop" button to be seen anywhere on the screen. I'm confused and I'm afraid of skipping what might be a necessary step so I email Trupti, explain my problem and ask for clarification on step 5.

On July 30th I get a response from a Tech Specialist named Surendra. Surendra has deemed it best to completely ignore my question about step 5 and instead provide me with a new set of possible solutions. Um, okay. He suggests I try using the Microsoft System Configuration Utility to fix the problem. He links me to this article and includes the following instructions on how to run MSCONFIG:

? Uncheck all the startup items except the Anti-virus option in the
startup tab.
? Locate the Anti-virus program if you have Norton antivirus, the items
in the startup tab will be as ?ccap?. And if you have MacAfee the items
will be mc. Please check these options in the startup tab.
? In the Service Tab, click on ?Hide all Microsoft tab? and uncheck all
the other options

Sounds easy enough. He also suggests I install the Windows Installer Clean up Utility when I'm done running MSCONFIG. No prob.

So I follow the MSCONFIG instruction to a tee. And it works! Upon re-boot I've no Windows Installer pop-up! Unfortunately I can no longer open anything on my computer. I can't access the internet, can't open any Office XP applications, can't do anythig other than stare at my useless desktop. Thanks Surendra. So I go back into MSCONFIG and undo everything I've just done. I re-boot, everything is back to normal, but Windows Installer is still going haywire. Now I turn to the Windows Installer Clean up Utility. I try to install it but, guess what? Since Windows Installer is already in "use" it can't install the program. Fiddle dee dee. I send ANOTHER email to Dell Support detailing my latest problems with their solutions, and wait.

On August 1st I receive a response from a Tech Support Specialist named Yesudas. Yesudas has sent me links to two articles he thinks may be of help. Unfortunately neither of the articles has anything to do with the problem I'm experiencing. Three strikes Dell, you're out. In my FOURTH email I reiterate the specifics of my problem and give an overview of all the unhelpful advice I've gotten so far. I close with "I would appreciate a thoughtful and helpful reply this time."

Yesterday I get a response from a Tech Support Specialist named Lalit. Lalit tells me to run Nortin Anti-Virus, that should clear up the problem.

WTF!

Do they really think I'm that fucking dense?! I email a FIFTH time informing the next person who stumbles upon my problem that I've been running Norton, Spybot, AND Ad-Aware upon start up every day for the last two weeks and it has not solved anything.

I am currently awaiting the latest piece of dribble from the idiots at Dell. I expect our correspondence could go on for months. But I know a couple of the people reading this are pretty handy when it comes to computers. So? What do you guys think? Have you got any suggestions? AM I dense? Am I missing something? Any and all advice would be greatly appreciated.

Comments

[hypno.livejournal.com]

You might have to reformat your hard drive, the problem is unless youve backed up everything, you will loose all your data.

[yobachi2003.livejournal.com]

There's so much incomptence in customer service. I sent my DSL modem back to bellsouth after they failed to help me get up in running. I coundn't take the bullshit and just packed it back up and too it ups.

[questioncurl.livejournal.com]

Not at all a useful computer comment, but I thought you'd want to know that the last three tech support people who wrote to you are male. Obviously Dell outsources its tech support to somewhere in South India.

[morrigirl.livejournal.com]

I'm starting to think that's my only choice. Unfortunately I haven't backed anything up since...I'm just retarded like that. When you say backed up you mean, like, on disk right? Please don't laugh, I really haven't a clue what to do when it comes to computers.

Crappity crap crap crap! I have a shit load of sims stuff I would like to keep. Damn it damn it damn it!!! I don't wanna have to do a system restore! *bangs head on desk* OW, that hurt. *bangs head on padded cubicle wall* Better.

[morrigirl.livejournal.com]

Good to know. I actually hesitated on all my pronouns while writing this. Eventually I just figured, screw it, someone will correct me if they're wrong.

[greenblackevil.livejournal.com]

that's really awesome that you can pinpoint the region within India based upon people's names. Of course, it might be the equivalent of the difference between "johnson" and "billy-bob" here. Is there any particular etymological flag you're using to make that determination?

[kdc4evr.livejournal.com]

if you've ever spoken to dell tech support - it's even more obvious that you're talking to someone in India, one time I could barely understand the person through the accent, although half the time they use americanized names

[kdc4evr.livejournal.com]

do you still have all the extra shit that came with your computer? 'cause it's very possible you have that photo CD in there somewhere. My computer came with all this random software I never installed, and one of them was some sort of photo program. it's sitting in a box somewhere.
Dell Tech Support through email SUCKS, especially when they can't write in english very well. when you're able to actually get them on the phone, they are a little more helpful. since it's more of a software problem, though, i would suggest calling the Help Desk - it's fee based though, but they're actually in the US & tend to know what they're talking about. Their direct number is 1-866-497-2661 and they'll let you know whether or not they can help you before they tell you they charge money. I subscribed for a full year of help desk support just because they're so much more helpful, and they help with non-Dell issues too.
good luck

[hypno.livejournal.com]

Uh yeah on disks. Or if you have a CD burner you can burn it on cd. How old is this computer? because if its more than 4 you should just think about saving up for a new one, they have nice deals with Dell.

[questioncurl.livejournal.com]

Well, Surendra and Lalit could be guys from anywhere in India. They're both pretty common names and all I can tell from them is that they're both male and Hindu. Yesudas, on the other hand, is unusual. It's found among Christians (it means "servant of Yesu" [the name Indian Christians use for both Jesus and God in general] in Sanskrit) and is not very common in that community either, where most people take names from the Bible. Most Christians in India are either in South India or in the north-east, but all the people named Yesudas that I've ever heard of are South Indian, and it seems more likely that they would have a sanskritised name, instead of something like Joseph or David, because traditional names in the area are almost always in Sanskrit. Of course it's possible that Yesudas moved to another part of India for the job, but Trupti is also a name that's more common in South India than anywhere else, so I think it's fairly safe to say that the centre is in Bangalore or Hyderabad or Chennai and that they are all South Indians.

[timmytm.livejournal.com]

At first, I thought thought a simple msconfig might fix it. But installer, I don't think I've ever had to disable an installer before. I'd probably try going into safe mode and doing a rollback. It's XP. The rollbacks actually work, I have numerous experiences with it.

I swear, I should be an on-call Computer Service Technician or some bullshit. *laughs* I know how to reinstall windows without formatting the hard drive. Just have to convince windows that it doesn't exist. Oh, how I love doing that.

But, unfortunately, shit happens. This is why I partitioned my hard drive. I will admit, I've had to format my boot partition a number of times. Ah, but everything else remains on my trusty hard drive! Such luck. Especially when I was building Roxanne, I was using my old hard drive. I couldn't get her to boot off my SATA. I lost my patience and just installed windows on my old boot drive. I know it's possible to boot off an SATA, I just. Eh. Couldn't figure out which button to press. : D

Also, your directions, your long-winded directions, look slightly flawed. The way to disable windows installer may be in adminstrative tools, but it's in Services.

Let me explain something. Now and then, for whatever reason, my mom will claim the printer is "uninstalled". It would claim that the printer spooler was stopped. Through sheer persistence, I ended up in the Services tab and saw Printer Spooler. I thought "Eureka!" I tried to turn it on, and got a message saying something it was dependent on was disable. I scratched my head, looked for what it said it was dependent on (LexBce Server, whatever that is). It was disabled. Put it on automatic. Enabled the printer spooler. Did a test print in notepad, and I was good to go. This problem has happened THREE TIMES, completely at random.

So. Could we have fixed this? I don't know. I'm sure you're stubborn enough to try all you can.

[morrigirl.livejournal.com]

Yowza! Hey Timmy! Seriously didn't hink I'd ever hear from you again. So what brings you to my neck of the LJ woods?

I've actually figured out a temporary fix to my problem. The solution? Task manager. Don't know why I didn't think of it before. Sure I still get the same pop-up when I tunr my compy on but at least now I can get rid of it.

[timmytm.livejournal.com]

Somewhere in your computer, something's telling it to launch that. If not msconfig, it may be in the registry. Five bucks says I could find it. But.. That's a bitch to find. I wouldn't even be quite sure what I was looking for, nor would I touch anything until I was sure it wouldn't do anything.

I remember when The Sims got corrupted and I had to convince Windows that it didn't exist so I could reinstall it. I literally went through the registry and obliterated any mention of "The Sims". It worked.

I was going through some privatized entries and saw one from you. I have another friend who's been going through computer troubles and I felt compelled to put my piece in, yet again. My LJ has been nudie-free since Rutgers smited my webspace. (Because I left Rutgers and am no longer a student there. *nods*)

Hrm. If only I had broadband. If I did, I'd suggest letting me do remote assistence to float through your computer. My strategy usually involves using the "find" function. Well, that's my ONLY strategy. I'd use "installer" as my search query, then look for an entry that seems to indicate it loading on startup.

Don't know...

[morrigirl.livejournal.com]

I didn't know you left Rutgers. So what are you up to now? Are you working? Are you enrolled in a different school?

After shutting down the installer using taks manager I was able to install the Windows Installer Clean up Wizard and that seems to have solved the problem...for now. Mind you it ws strangers on an internet forum who were able to tell me how to fix it NOT our friends the Dell people. I think I shall kill Dell. With a big stick!

[timmytm.livejournal.com]

We're better tech support because we actually USE computers.

I had a job for a while, but was fired for flipping off one of my managers when she wasn't looking. For the best - I'll be going to county this fall. It'll take me forever, but I'll find my way through school. It's at least a distraction while I figure out what the hell to do with myself.