• max (unregistered)

    wow,just wow.

  • Bob Dole (unregistered)

    But it said he got to work with complex issues from power users. Not morons...

    Too bad the guy didn't tear it off, put it on a wooden table, photograph it, scan the photo into his PC, print that, then fax it. Guess this guy just isn't enterprisey enough.

  • Daniel (unregistered)

    Why, yes, she just did what she was asked to do. What's the problem?

  • Code Slave (cs) in reply to Daniel
    Daniel:
    Why, yes, she just did what she was asked to do. What's the problem?

    Kevin probably wanted to get it through inter-office mail.

  • Otto (unregistered)

    The only WTF here is the stupid instructions this guy sent. You ask for the tag, you get the tag! If you want the number, ask for the number.

  • Richy C. (unregistered)

    Well, I hope the 2Gb Dell Latitude D820 purchased in 2006 (admittedly with Next Day Business/Client Gold Support) gets fixed.

    (It may be an idea to blur the service tag in the image ;) )

  • Todd (unregistered) in reply to Otto
    Otto:
    The only WTF here is the stupid instructions this guy sent. You ask for the tag, you get the tag! If you want the number, ask for the number.

    I agree.

  • Todd (unregistered)

    As much as I enjoyed that, I thought that I would contribute a bit of VBScript that uses WMI to get the Service Tag and Express Service Code over the network. :)

    Option Explicit

    Dim strComputer, objWMIService, colSystem, objSystem Dim oArgs, arg, strUsername, strPassword, objLocator

    Set oArgs = WScript.Arguments If oArgs.Length < 1 Then WScript.Quit End If

    strComputer = oArgs(0) If Left(strComputer, 2) = "\" Then strComputer = Right(strComputer, Len(strComputer) - 2) End If

    strUsername = "" strPassword = ""

    If WScript.Arguments.Count > 1 Then strUserName = WScript.Arguments(1) End If

    If WScript.Arguments.Count > 2 Then strPassword = WScript.Arguments(2) End If

    On Error Resume Next

    WScript.Echo "Creating SWBEM Locator"

    Set objLocator = CreateObject("WBEMScripting.SWBEMLocator")

    WScript.Echo "Connecting to " & strComputer Set objWMIService = objLocator.ConnectServer(strComputer, "root/cimv2", _ strUsername, strPassword)

    WScript.Echo "Querying " & strComputer Set colSystem=objWMIService.ExecQuery _ ("Select * from Win32_SystemEnclosure")

    WScript.Echo vbCrLf & " System: " & UCase(strComputer) For each objSystem in colSystem WScript.Echo " Service Tag: " & objSystem.serialNumber If Len(objSystem.serialNumber) > 0 Then Wscript.Echo "Express Svc Code: " & ExpressServiceCode(objSystem.SerialNumber) End If Wscript.echo " Asset Tag: " & objSystem.SmBiosAssetTag Next

    ' ' Convert a service tag to an express service code Function ExpressServiceCode(sSvcTag) Dim sCode, sTmp, i

    ' convert from its base 36 number to decimal sCode = Base2Num(sSvcTag, 36)

    ' now add dashes every 3rd position, left to right sTmp = "" For i = 1 To Len(sCode) Step 3 sTmp = sTmp & Mid(sCode, i, 3) & "-" Next If Right(sTmp, 1) = "-" Then sTmp = Left(sTmp, Len(sTmp) - 1) End If

    ExpressServiceCode = sTmp End Function

    ' ' Convert a given string in a given base to a decimal number Function Base2Num(sData, iBase) Const list = "123456789ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghijklmnopqrstuvwxyz" Const zero = "0"

    Dim iVal, tmp, i

    For i = 1 To Len(sData) tmp = 0 If Mid(sData, i, 1) <> zero Then tmp = (InStr(1, list, Mid(sData, i, 1)) * _ (iBase ^ (Len(sData) - i))) End If iVal = iVal + tmp Next Base2Num = iVal End Function

  • DSMorse (unregistered) in reply to Daniel

    I agree, if you re-read exactly what Kevin's email said it said "the tag" not "the number off the tag". The user did what kevin asked for. The fault is in the translation from IT to english

  • Eric the Admin (unregistered)

    Hey, they still have 329 days of complete care.

    System Type: Latitude D820 Ship Date: 12/10/2006 Dell IBU: Americas

  • Someone You Know (cs)
    <service />

    You're welcome.

  • Kevin (unregistered) in reply to Otto
    Otto:
    The only WTF here is the stupid instructions this guy sent. You ask for the tag, you get the tag! If you want the number, ask for the number.

    This.

  • ageekintraining (cs)

    Actually, the number itself is called a "Service Tag" by Dell.

  • B (unregistered) in reply to Otto
    Otto:
    The only WTF here is the stupid instructions this guy sent. You ask for the tag, you get the tag! If you want the number, ask for the number.
    Came here to say this.
  • mgb (unregistered)

    I wish my users were that smart. It's better than the alternative days of email where the user sent the serial number or the IPC which are printed on the same label. Or the number on the barcode, and then the back-and-forth as they decide wether to include the leading and check digits.

    And hats off to Dell for including a single unique ID on each machine that you can also retrieve programmaticaly from Windows or in the Bios

  • squeem (cs) in reply to Richy C.
    Richy C.:

    (It may be an idea to blur the service tag in the image ;) )

    No need to do that. Now ask them to send the Windows Certificate of Authenticity and post the response. Don't bother blurring the image; everyone has their own COA anyway.

  • shadowphiar (unregistered) in reply to ageekintraining
    ageekintraining:
    Actually, the number itself is called a "Service Tag" by Dell.

    Well, that's stupid and misleading of them then, isn't it.

  • Mr Smith (unregistered)

    It was obviously the bimbo's fault for scraping off a label that is quite obviously not meant to be removed. IT specialists should not have to treat everyone they meet as a potential moron. Let them be responsible for their own stupidity.

  • JamesQMurphy (cs)

    I wonder: What would Kevin had received if he asked for a screen shot?

  • sadwings (unregistered) in reply to Otto
    Otto:
    The only WTF here is the stupid instructions this guy sent. You ask for the tag, you get the tag! If you want the number, ask for the number.

    Yup.

  • Anonymous (unregistered)

    Lots of people have pointed out (correctly) that Kevin asked for the tag and not the tag's number. But seriously, I still say this user is a cat-crowning simpleton for not being able to figure out that it's the number that's relevant and not the tiny little bit of paper that it's written on.

    Remember folks: retard users cost us time and money. Why try to defend these idiots? I see no vindication for mindless stupidity.

  • AlpineR (cs) in reply to Anonymous
    Anonymous:
    Lots of people have pointed out (correctly) that Kevin asked for the tag and not the tag's number. But seriously, I still say this user is a cat-crowning simpleton for not being able to figure out that it's the number that's relevant and not the tiny little bit of paper that it's written on.

    Which number? The all-digit ones? Or the alphanumeric one? Or whatever is in the bar code? How exactly to you email a bar code?

  • EvilTeach (unregistered)

    Back in the 80s, I worked at a College in Western Pa.

    A lady called me about some problems she was having with the format of a file on a floppy disk. I asked her to make a copy of the disk, and send it to me via interdepartmental mail, so I could investigate.

    The next day it arrived. A photocopy of the disk.

  • NCBloodhound (cs) in reply to JamesQMurphy
    JamesQMurphy:
    I wonder: What would Kevin had received if he asked for a screen shot?

    This: [image]

  • Anonymous (unregistered) in reply to AlpineR
    AlpineR:
    Anonymous:
    Lots of people have pointed out (correctly) that Kevin asked for the tag and not the tag's number. But seriously, I still say this user is a cat-crowning simpleton for not being able to figure out that it's the number that's relevant and not the tiny little bit of paper that it's written on.

    Which number? The all-digit ones? Or the alphanumeric one? Or whatever is in the bar code? How exactly to you email a bar code?

    You see, this is exactly what I'm talking about. God-damn retard users!!!

  • Anon (unregistered) in reply to Anonymous
    Anonymous:
    Lots of people have pointed out (correctly) that Kevin asked for the tag and not the tag's number. But seriously, I still say this user is a cat-crowning simpleton for not being able to figure out that it's the number that's relevant and not the tiny little bit of paper that it's written on.

    Remember folks: retard users cost us time and money. Why try to defend these idiots? I see no vindication for mindless stupidity.

    I agree with the people that have said that Kevin asked for the tag and that's what he got. If the user has any fault it was for not, after looking at the tag, thinking "Really? Am I supposed to peel this off?" and asking for clarification from Kevin.

  • Anon (unregistered)

    Oh, and they should bump Kevin back to tier-two tech support for a while.

  • Jacob (unregistered)

    I would have done the exact same thing

  • Brian Marshall (unregistered)

    Back in the mid 80's I was working at an educational software company. One of our customers had a problem with our software, and it appeared he had a corrupt floppy. So I asked him to make a copy of the disk and send it to me. And three days later I received a wonderful photocopy of the disk in the mail.

    This was the same job where I got a customer support call from a frustrated user who couldn't find the "Any" key, and so couldn't "Hit any key to continue". Yes, both of these really happened.

  • lyates (cs) in reply to Todd

    Thanks for the code, but I'm having trouble running it on my Linux box. Can you help me?

  • Anon (unregistered)

    TRWTF is the copyright infringing FusionCharts ad at the top of the screen. I'm sure Scott Adams appreciates them ripping off Dilbert.

  • lyates (cs) in reply to Todd
    Todd:
    As much as I enjoyed that, I thought that I would contribute a bit of VBScript that uses WMI to get the Service Tag and Express Service Code over the network. :)

    Option Explicit

    Dim strComputer, objWMIService, colSystem, objSystem Dim oArgs, arg, strUsername, strPassword, objLocator

    Set oArgs = WScript.Arguments If oArgs.Length < 1 Then WScript.Quit End If

    strComputer = oArgs(0) If Left(strComputer, 2) = "\" Then strComputer = Right(strComputer, Len(strComputer) - 2) End If

    strUsername = "" strPassword = ""

    If WScript.Arguments.Count > 1 Then strUserName = WScript.Arguments(1) End If

    If WScript.Arguments.Count > 2 Then strPassword = WScript.Arguments(2) End If

    On Error Resume Next

    WScript.Echo "Creating SWBEM Locator"

    Set objLocator = CreateObject("WBEMScripting.SWBEMLocator")

    WScript.Echo "Connecting to " & strComputer Set objWMIService = objLocator.ConnectServer(strComputer, "root/cimv2", _ strUsername, strPassword)

    WScript.Echo "Querying " & strComputer Set colSystem=objWMIService.ExecQuery _ ("Select * from Win32_SystemEnclosure")

    WScript.Echo vbCrLf & " System: " & UCase(strComputer) For each objSystem in colSystem WScript.Echo " Service Tag: " & objSystem.serialNumber If Len(objSystem.serialNumber) > 0 Then Wscript.Echo "Express Svc Code: " & ExpressServiceCode(objSystem.SerialNumber) End If Wscript.echo " Asset Tag: " & objSystem.SmBiosAssetTag Next

    ' ' Convert a service tag to an express service code Function ExpressServiceCode(sSvcTag) Dim sCode, sTmp, i

    ' convert from its base 36 number to decimal sCode = Base2Num(sSvcTag, 36)

    ' now add dashes every 3rd position, left to right sTmp = "" For i = 1 To Len(sCode) Step 3 sTmp = sTmp & Mid(sCode, i, 3) & "-" Next If Right(sTmp, 1) = "-" Then sTmp = Left(sTmp, Len(sTmp) - 1) End If

    ExpressServiceCode = sTmp End Function

    ' ' Convert a given string in a given base to a decimal number Function Base2Num(sData, iBase) Const list = "123456789ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghijklmnopqrstuvwxyz" Const zero = "0"

    Dim iVal, tmp, i

    For i = 1 To Len(sData) tmp = 0 If Mid(sData, i, 1) <> zero Then tmp = (InStr(1, list, Mid(sData, i, 1)) * _ (iBase ^ (Len(sData) - i))) End If iVal = iVal + tmp Next Base2Num = iVal End Function

    Thanks for the code, but I'm having trouble running it on my Redhat Linux box.

    Can you help me?

  • shadowman (cs) in reply to Anonymous
    Anonymous:
    AlpineR:
    Anonymous:
    Lots of people have pointed out (correctly) that Kevin asked for the tag and not the tag's number. But seriously, I still say this user is a cat-crowning simpleton for not being able to figure out that it's the number that's relevant and not the tiny little bit of paper that it's written on.

    Which number? The all-digit ones? Or the alphanumeric one? Or whatever is in the bar code? How exactly to you email a bar code?

    You see, this is exactly what I'm talking about. God-damn retard users!!!

    No kidding. Theoretically humans should have an advantage over computers in that they can understand cliches, infer intended meanings that are slightly different than purely literal interpretations, and the human brain will in theory go so far as to automatically fill in missing gaps when necessary.

    I guess not so much with some of the readers here. We'll be sure to explain things real slow and literal for you in the future.

  • Anon (unregistered) in reply to Brian Marshall
    Brian Marshall:
    Back in the mid 80's I was working at an educational software company. One of our customers had a problem with our software, and it appeared he had a corrupt floppy. So I asked him to make a copy of the disk and send it to me. And three days later I received a wonderful photocopy of the disk in the mail.

    This was the same job where I got a customer support call from a frustrated user who couldn't find the "Any" key, and so couldn't "Hit any key to continue". Yes, both of these really happened.

    Yeah it funny because the exact same thing happen to EvilTeach a few posts above you. But no, I'm sure it really happened.

  • IT Girl (unregistered) in reply to Jacob
    Jacob:
    I would have done the exact same thing

    So would I.. we have Dell's where I work and I've asked for the service tag on laptops a number of times. Most users ask where it is. When you tell them that it's on the bottom of the computer and that the label is kind of small and easy to miss but they're looking for the words "Service Tag", I've never, ever, ever had anyone even try to tear the tag off.

    I agree if these are 3rd tier support issues, the user should know that tags on a computer are there for a reason.

    She's an idiot and probably only has access to tier 3 support because of her position, not her computer knowledge. I know that's an issue we have here.

    Captcha.. "causa" said so

  • Kiss me I'm Polish (cs) in reply to lyates
    lyates:
    Thanks for the code, but I'm having trouble running it on my Linux box. Can you help me?
    Yes, switch to Windows. Any version with Internet Explorer installed will do.
  • ChiefCrazyTalk (unregistered) in reply to Richy C.
    Richy C.:
    Well, I hope the 2Gb Dell Latitude D820 purchased in 2006 (admittedly with Next Day Business/Client Gold Support) gets fixed.

    (It may be an idea to blur the service tag in the image ;) )

    the real WTF is that they didn't spring for the D830 (which I am typing on right now..)

  • clickey McClicker (unregistered) in reply to Todd
    Todd:
    As much as I enjoyed that, I thought that I would contribute a bit of VBScript that uses WMI to get the Service Tag and Express Service Code over the network. :) <snip>

    I'm sure it is useful somwhere... but wasn't the whole problem that the network interface was broke?

  • MikeS (unregistered)

    "trying gently to get it off"

    Thats what she said.

  • Buffled (unregistered)

    A fine lesson in "say what you mean". The WTF here was the support tech, not the user.

  • OldCoder (unregistered) in reply to NCBloodhound
    Comment held for moderation.
  • jspenguin (cs) in reply to lyates
    lyates:
    Thanks for the code, but I'm having trouble running it on my Linux box. Can you help me?
    sudo getSystemId
    

    (from the libsmbios-bin package)

  • Wayne Brady (unregistered) in reply to EvilTeach
    EvilTeach:
    Back in the 80s, I worked at a College in Western Pa.

    A lady called me about some problems she was having with the format of a file on a floppy disk. I asked her to make a copy of the disk, and send it to me via interdepartmental mail, so I could investigate.

    The next day it arrived. A photocopy of the disk.

    What were you expecting her to send, the original disk or the copy? By what method did you tell the user to make the copy? Assuming dos: diskcopy, copy or xcopy. If you're expert, be the expert.

  • Zack (unregistered)

    Look, I see a lot of people saying it was the support guy's fault.

    But seriously, it says:

    Service Tag <some number>

    I think that's pretty obvious.

  • Mike Dimmick (unregistered) in reply to ChiefCrazyTalk
    ChiefCrazyTalk:
    Richy C.:
    Well, I hope the 2Gb Dell Latitude D820 purchased in 2006 (admittedly with Next Day Business/Client Gold Support) gets fixed.

    (It may be an idea to blur the service tag in the image ;) )

    the real WTF is that they didn't spring for the D830 (which I am typing on right now..)

    Um, perhaps because it didn't exist yet?

    The D830 replaced the D820 in 2007 IIRC. We have D800s, D810s (1), D820s and D830s depending on when they were purchased. Also D505s, D600s, D620s, D630s.

    Standard image? What's that for?

    The Latitude D series is now obsolete - replaced by the E series. Sadly that means the docks, batteries and drive modules are not compatible.

  • Wayne Brady (unregistered) in reply to Zack
    Zack:
    Look, I see a lot of people saying it was the support guy's fault.

    But seriously, it says:

    Service Tag <some number>

    I think that's pretty obvious.

    When a cop asks for your driver's license would you give him the number or the actual license?

  • rudraigh (cs) in reply to Todd
    Re: Service Tag, Please 2009-01-14 11:30 • by Todd As much as I enjoyed that, I thought that I would contribute a bit of VBScript that uses WMI to get the Service Tag and Express Service Code over the network. :)

    A bit less VBScript:

    sTag = "" strComputer = "." Set objWMIService = GetObject("winmgmts:" & "{impersonationLevel=impersonate}!\" & strComputer & "\root\cimv2") Set colSMBIOS = objWMIService.ExecQuery ("Select * from Win32_SystemEnclosure")

    For Each objSMBIOS in colSMBIOS sTag = "Service Tag: " & objSMBIOS.SerialNumber Next

  • AT (unregistered) in reply to IT Girl
    IT Girl:
    Jacob:
    I would have done the exact same thing

    So would I.. we have Dell's where I work

    You have Dell's what? Oh, wait. You just don't understand the difference between plurals and possessives. Never mind.

  • Erik (unregistered) in reply to Otto

    I agree also.

  • Marvin D. Martian (unregistered)

    I write all my code in the same way: I know it's bleeding obvious what I mean, and damn reality if the outcome is not what I expected.

    Sadly not much of my code works, beyond "hello world!" printouts. I think it's the fault of the languages I chose... I've now functional "hello world!" progs in about 25 of them, and about nothing else works.

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