Symptom Solved
My last post talked about the front line support of Oliver. My wife's poor little old tired windows workstation. In this episode, I'll talk about the process we went through to replace Oliver.
Symptom Huh?
Yeah, how can you solve a symptom? Symptoms are not problems, they are clues to the real problem. This is something that most seasoned monitoring engineers know. The alert went away so there isn't a problem. Yeah right...
First off, out sourcing is not bad. In this example it was GREAT! We paid something like an extra $100.00 for the VIP support from Dell and an extended warranty. It was well worth it. If you are the IT Guy in the relationship, spend the extra bucks to get the extended warranty and VIP support model for your loved one. Basically, outsource your IT Guy job.
Basically the problem is that newer versions of software usually require new versions of hardware. While a PC last a few years or even more (Thank You Linus T.) Microsoft Office upgrades to a new version will almost always seem to run slower. The wife’s computer was a N - 6 so it was time to get a new "Desktop".
Dell, HP, Lenovo, Acer ect...
Disclaimer: At the time of writing this, I currently work for HPE though not in the personal systems group which has moved to HPI. I still have access to all original consumer grade manuals and repair manuals.
Her last Dell was her first “nice” computer so she had a certain affinity to it. I understand this as I still have my first Sun type V keyboard so I get it but I don’t depend on that keyboard anymore. In fact, the last time I plugged it in it was a welcome to my Frankenstein system. Sun type 5 keyboard, Microsoft mouse, Ubuntu and gnome 3 but I digress.
Computer Shopping
Time for a new system for the wife and I get an HP discount (though her edu discount is actually better). The discussion went something like this…
Me, “So you know we get a discount on HP. Have you looked at the HP desktops?”
Her, “My Dell was a great computer for years I would prefer to stick with Dell”.
Me, “Honey, you know I work for HP and maybe we should think about…..” I stop midsentence
Me, “Actually, you're right. You should get what you’re comfortable with regardless of where I work.”
Most might think that I should be more supportive of my company but the fact is three out of the four desktops/laptops in our household are HP. So she goes to the Dell site and picks the system with a little bit of input from me.
New Computers are Fast and Fun
The new Dell arrives and we unbox it, set up MS Office 2007 (university standard)and wow does it scream compared to the old one . The wife is happy and all is well. My IT support job has turned into more of the normal "why is the internet slow" versus I can't lose the word doc the world is on fire.
The first issue is the last issue
Phone rings while I'm at work....
Me, "Hi Honey"
Her, "My computer has a Blue Screen and when I reboot it starts but goes to blue screen again and again."
Me, "Wow that sucks. Sorry to hear it"
Her, "What are you going to do?"
Me, "Well, I don't know much of anything about the Dell models. I don't have any of the internal repair manuals and I don't have any friends that work at Dell to ask. We did buy the extended warranty. Have you tried calling support?"
Her, "No but I will..."
2 hours go by
Phone rings...
Me, "Hi Honey"
Her, "OMFG (&$#% (&$W%(&^) (WQ#) (W$#%*w)$^&"
Me, "What did they say was wrong?"
Her, "Something about a memory module and a CPU panic. PANIC? I mean really? I didn't know that a CPU could get scared never mind PANIC"
Me, "Ok, must be a Dell thing. What else did they say?"
Her, "Someone is coming to the house on Thursday to replace the bad part. Can you be here?"
Me, "Of course"
LESSON'S LEARNED
First off, out sourcing is not bad. In this example it was GREAT! We paid something like an extra $100.00 for the VIP support from Dell and an extended warranty. It was well worth it. If you are the IT Guy in the relationship, spend the extra bucks to get the extended warranty and VIP support model for your loved one. Basically, outsource your IT Guy job.
