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Dell Tech Support

Posted July 15th, 2009 by chris

I can’t decide if this is good or bad.

  • 6:58:43 PM System You are now being connected to an agent. Thank you for using Dell Chat
  • 6:58:43 PM System Connected with AES Chris G
  • 6:58:48 PM AES Chris G : Hello, thank you for contacting Dell’s Enterprise Chat Support. My name is AES Chris G. Once the chat session is completed, a transcript will be sent to …. Please give me 2 to 3 minutes to access your system details and contact information.
  • 6:58:59 PM Christopher Randel : Hello Chris. Let me know
  • 7:00:03 PM AES Chris G : Can I have the model of the server please?
  • 7:00:27 PM Christopher Randel : poweredge 2970
  • 7:00:33 PM AES Chris G : Hello, thanks for your patience while we verified your information. Before we get started, can you please provide the following information:

1. What is the specific Operating System (and is it 32 or 64 bit)?
2. What is the problem?
3. What specific steps have you taken to try and resolve it?
4. For troubleshooting purposes, are you in front of the server or remote into it?
Please answer those questions as detailed as possible, in order to help us resolve your issue in the most efficient manner possible.

  • 7:01:01 PM Christopher Randel : 64 bit 2008, the problem is one of the hard drives failed, and I need it RMA’ed
  • 7:01:53 PM AES Chris G : Which one of the drives in the array has failed?
  • 7:02:04 PM Christopher Randel : uh, i guess the first one. Disk #0
  • 7:02:18 PM AES Chris G : Have you run diagnostics on the failed drive?
  • 7:02:38 PM Christopher Randel : the RAID software said it was failed… is that not good enough?
  • 7:02:48 PM AES Chris G : Hard drives can fail or go offline for a number of reasons. Keep in mind that a hard drive in a “failed” state only means that the drive has been taken out of the array. A “failed” hard drive is not necessarily a hard drive with a hardware problem. Another drive could be causing that drive to fall offline, there may be an error on the array causing the drive to go offline, or the hard drive may have a hardware problem.
  • 7:03:44 PM Christopher Randel : well i’ve got the drive sitting on my desk, and replaced it already with one I overnighted
  • 7:05:03 PM AES Chris G : OK I am going to replace it for you. Give me a few minutes to get the dispatch set up please.
Filed under:Fail, awesome

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