[worthing.jason]

These directions will walk you through getting a copy of the dell image for your system, making a bootable flash drive, moving the image to a bootable flash drive, and making it where it will reimage your computer automatically, in similar manner to how the Dell Ubuntu image on the Dell FTP site...

Click here to read the entire tutorial

[bardztale]

I was on for a long time. Here's the log of the third agent and then supervisor:

9:09:34 PM System Thanks for choosing chat for your technical support needs. A chat agent will be with you shortly. Just so you know, you can also visit our website at support.dell.com to get technical help.
9:11:24 PM System You are now being connected to an agent. Thank you for using Dell Chat
9:11:24 PM System Connected with Manjit_131846
9:11:39 PM Manjit_131846 Welcome to Dell's Technical Support Chat! My name is Manjit. How may I assist you today?
9:11:39 PM Manjit_131846 I apologize that you had to wait too long to reach us, we have been experiencing high chat volumes today and are working on it. Let me understand the issue we’re facing with the computer right now so that I can assist you right away.
9:12:18 PM Robert Wise Hello - you are the third person I've been shuffled to - I hope you can see the log
9:12:36 PM Robert Wise I am seeking the SRCD, part # 59221 for my mini 9
9:13:34 PM Manjit_131846 May I know the service tag of the system?
9:14:48 PM Robert Wise Above the words "express service code" I have number 24394411549. There is also a service tag number next to that: 87fswf1
9:14:54 PM Manjit_131846 Not to rush you, are we still connected?
9:15:02 PM Robert Wise yes
9:15:26 PM Robert Wise I was told the express service code is not for a mini 9 - it's on my mini 9
9:15:30 PM Robert Wise so is the other number
9:15:32 PM Manjit_131846 Thank you for the information.
9:17:00 PM Manjit_131846 As per the records, you have an Inspiron 910 with Windows XP Home operating system on it.
9:17:08 PM Robert Wise That is correct
9:18:50 PM Manjit_131846 If I understand you correctly you want to the operating system CD for the computer, am I correct?
9:20:02 PM Robert Wise No. I have that. I want the software restoration CD that contains the image for the original installation. I know someone who got them. He said it was difficult. If you need to consult with your supervisor I will wait.
9:22:15 PM Manjit_131846 I apologize, I can send you the normal CD for windows XP and drivers and the Dell application CD, however there is no SRCD for the system.
9:22:57 PM Robert Wise Yes there is. Would you like me to paste in the log of my friend's chat where he obtained the SRCD, part #59221?
9:25:37 PM Manjit_131846 Robert, that could be for a different department, I can send you the imaged hard drive that has all the software and operating system preinstalled.
9:26:07 PM Manjit_131846 You have to get the hard drive installed on the system.
9:26:22 PM Manjit_131846 And send the old hard drive back to Dell.
9:26:36 PM Manjit_131846 If you wish I can send the imaged hard drive.
9:27:02 PM Robert Wise I can install a hard drive - I neither want to buy a hard drive or replace mine. I wand the SRCD. May I please chat with a supervisor?
9:28:39 PM Manjit_131846 Sure, let me transfer this chat to my supervisor.
9:28:45 PM Robert Wise Thank you.
9:28:59 PM System You are now being connected to an agent. Thank you for using Dell Chat
9:29:04 PM Sup_Gauravdeep_140520 Hi Robert, My name is Gauravdeep and I am the Supervisor on the floor.
9:29:04 PM Sup_Gauravdeep_140520 How are you doing today?
9:29:17 PM Robert Wise Fine, but frustrated, thank you.
9:29:35 PM Robert Wise Have you looked at the log of this chat?
9:29:39 PM System Manjit_131846 has left this session!
9:30:19 PM Sup_Gauravdeep_140520 You are welcome, I have gone through the case and the chat, and I see that you have to reinstall the operating system on your mini.
9:30:43 PM Robert Wise If you would like the chat session ID of someone who has received the image disks, it is 24230856
9:31:44 PM Sup_Gauravdeep_140520 Please stay online for 2-3 minutes while I check the same.
9:31:53 PM Robert Wise Thank you very much.
9:32:59 PM Sup_Gauravdeep_140520 Thank you for staying online.
9:33:12 PM Robert Wise You're welcome.
9:33:29 PM Sup_Gauravdeep_140520 I have checked the case and the system you have and let me provide you the options you have in case you want to reinstall the operating system.
9:33:49 PM Sup_Gauravdeep_140520 1) You can use an external DVD drive to reinstall the operating system.
9:33:59 PM Sup_Gauravdeep_140520 2) Replace the factory imaged hard drive
9:34:19 PM Sup_Gauravdeep_140520 3) send the system to the depot and we will reimage the hard drive for you.
9:34:50 PM Sup_Gauravdeep_140520 I am afraid the sending the DVD for the image is not an option.
9:35:15 PM Robert Wise Why is that, when others have gotten the DVD image?
9:36:55 PM Sup_Gauravdeep_140520 Robert, I am afraid this option is not available with your system.
9:38:00 PM Robert Wise I see. Well for future orders, I will have to be assured of getting restoration DVDs up front. I will make my own image. Thank you for your time, if not your assitance.

I also told them I'd post the log in here, but the chat ended before I captured that part. They were very nice, but unmovable.

[skwasha]

Further update.

The sr. supervisor tried calling back again a couple times but I was unavailable. So, he sent email:

Dear XXXXXX,

Thank you for contacting Dell Resolution Expert Team. It is most unfortunate that, despite our good intentions and endeavors, you have had to undergo some discomfiture. I tried calling you today as per our commitment but unfortunately was unable to reach you.

As per our discussion we had yesterday about the Image CD (SRCD) that you had requested dell, I had updated you that we no longer ship this CD/DVD for this model, because Dell Engineering Team has found that the image used for restoring the system causes multiple issues later and leave consumer dis-satisfied and it happens just because of technology conflict.

At any point if the operating system crashes please call dell technical support and let the technician know about the issue and they will take care of the issue by providing you the best solution available accoring to the issue.

I will be closing this case from my end. If you need any other clarification please reply back to this email in next 24 hours.

Sincerely,

Jaswinder
Senior Support Resolver
Dell | Consumer Resolution Center.

I responded to this email with:

Jaswinder,

As I recall, I requested that you provide me documentation from the Dell Engineering Team with a date of discontinuation. This email is a step in that direction, yet still does not reference a date when this policy went into effect or actual confirmation from the Engineering group. As this email does not address these issues (which I expressly requested in our last conversation), I do not consider this case closed. As I also made clear yesterday, voice conversation is not how I would like this confirmed. I prefer to have things in writing.

thank you,
xxxxxxxx

I got this in response:

Dear XXXXXX,

Thank you for your email. I am afraid i will not be able to send that email to you because of the policy. I guess you don't violate your company policies and you would not want me to do the same.

However, for your reference and records you can use my email as confirmation. Regarding SRCD (image) if you want i will send you the CD/DVD, but going forward if you encounter any such issues arising out of this image, Dell will not be responsible.

If you are looking for the CD/DVD please confirm the address where you want me to ship the cd.

sincerely,

Jaswinder
Senior Support Resolver
Dell Resolution Team
Working Hours - 10.00 AM to 7.00 PM Central Standard Time
800-624-9896 Extn : 5884076

So, finally after all that I sent them my address and they are sending out the SRCD for my system.

I'm just curious, has anyone that used the SRCD actually encountered any of the 'issues' that Dell claims is the reason for discontinuation of the SRCDs?

So, I'm getting it (finally) but I am nevertheless curious if there's actual method to Dell's madness or whether they are just simply being difficult.

thanx!

[zrtom]

Originally Posted by skwasha

I'm just curious, has anyone that used the SRCD actually encountered any of the 'issues' that Dell claims is the reason for discontinuation of the SRCDs?

So, I'm getting it (finally) but I am nevertheless curious if there's actual method to Dell's madness or whether they are just simply being difficult.

thanx!

This is interesting. I haven't used my latest set yet but I did notice on the packing sheet a couple hand-written notes which appeared to indicate problems (don't have it with me right now but something about virtual memory). When they called to see whether I got the SRCDs, I mentioned the notes and the agent said to let them know if they didn't work and they would send another set.

I can't see why they now say there are problems because I've used SRCDs in the past on several different Dells, including laptops that have Media Direct (much more difficult to create the extended partition within a hidden partition for Media Direct using an automated process like the SRCD process). The SRCDs even created the factory.wim restore image on the D:\RECOVERY partition. They have all worked perfectly. Indeed, the SRCDs for my Mini 10 worked fine.

One thing that may play a part in Dell's new story is that (according so some recent posts on this board) the Mini 10s now have a D:\RECOVERY partition and a factory image already shipped on the system. Maybe it's those systems that have problems re-imaging from CDs because the more recent SRCD process is more Vista oriented than XP. Although Dell systems with XP do have restore images.

[Indycanard]

Originally Posted by zrtom

This is interesting. I haven't used my latest set yet but I did notice on the packing sheet a couple hand-written notes which appeared to indicate problems (don't have it with me right now but something about virtual memory). When they called to see whether I got the SRCDs, I mentioned the notes and the agent said to let them know if they didn't work and they would send another set.

I can't see why they now say there are problems because I've used SRCDs in the past on several different Dells, including laptops that have Media Direct (much more difficult to create the extended partition within a hidden partition for Media Direct using an automated process like the SRCD process). The SRCDs even created the factory.wim restore image on the D:\RECOVERY partition. They have all worked perfectly. Indeed, the SRCDs for my Mini 10 worked fine.

One thing that may play a part in Dell's new story is that (according so some recent posts on this board) the Mini 10s now have a D:\RECOVERY partition and a factory image already shipped on the system. Maybe it's those systems that have problems re-imaging from CDs because the more recent SRCD process is more Vista oriented than XP. Although Dell systems with XP do have restore images.

I just got off "chat" and apparently my SRCD's are on the way. I spoke to a rep, then a Supv. Then after denying the discs existed, they finally relented:

09/20/2009 11:02:32PM Agent (Sup_Purdeep_123456): "Indy, we do have general SRCDs available. We will go ahead and send you those CD."
09/20/2009 11:02:54PM Agent (Sup_Purdeep_123456): "You should receive the CD in next 3-5 business days."
09/20/2009 11:02:59PM Agent (Sup_Purdeep_123456): "Please confirm the address where it should be sent."
09/20/2009 11:03:10PM Indycanard: "These are "System Restore" discs, correct?"
09/20/2009 11:03:25PM Agent (Sup_Purdeep_123456): "Yes."
09/20/2009 11:03:30PM Agent (Sup_Purdeep_123456): "The disk that has image of the computer on it."
09/20/2009 11:03:41PM Agent (Sup_Purdeep_123456): "It will have operating system, drivers and most of the original programs on it."
09/20/2009 11:03:50PM Agent (Sup_Purdeep_123456): "This will help in restoring the computer to factory setting."
09/20/2009 11:04:10PM Agent (Sup_Purdeep_123456): "Please provide me with the shipping address where it should be sent."
09/20/2009 11:04:24PM Indycanard: "Thank you, my Address is: Indycanard, 123 Main Street, Dallas TX XXXXX"
09/20/2009 11:04:33PM Agent (Sup_Purdeep_123456): "Thank you for the information."
09/20/2009 11:05:08PM Agent (Sup_Purdeep_123456): "Is there anything else I may assist you with your dell computer?"
09/20/2009 11:06:20PM Indycanard: "Please tell me, what should I have requested to not confuse representatives such as Agent1 in the future? Is there a different name I should use when requesting the SRCD's?"
09/20/2009 11:07:09PM Agent (Sup_Purdeep_123456): "Indy, you requested for the correct discs. We were unable to pull the details for the same specifically for this computer."
09/20/2009 11:07:44PM Agent (Sup_Purdeep_123456): "We escalated the issue to the concerned department and they updated us with the details."
09/20/2009 11:08:10PM Indycanard: "Thank you, I will look for the discs when they arrive at my home in a few days. Thanks again. Please thank Agent1 for his initial help."
09/20/2009 11:08:29PM Agent (Sup_Purdeep_123456): "You are most welcome."

I have a 10V by the way.

Indy

[zrtom]

Originally Posted by Indycanard

I just got off "chat" and apparently my SRCD's are on the way. I spoke to a rep, then a Supv. Then after denying the discs existed, they finally relented:

Hey Indy,
Great news. Sounds like a typical interaction regarding SRCD's. They vehemently deny even the existence of SRCD's, often flat out lying as to why they cannot dispatch them. Then, as you say, they somehow relent and all of a sudden they know all about SRCD's and the dispatch is set up. It's almost as if they have a clock ticking and after the requisite amount of hassling, they are allowed to proceed post-haste. It's comical, except in those cases when it takes several calls....

[acronis]

I switched countries and will not get a set of back-up disks from Dell for my Mini 9 with XP. However is there a site where either the XP or the Ubuntu image can be downloaded?

[dew2]

I didn't bother with chat,just went to DELL support. I requested the SRCD they told me there wasn't such a disc.

Thank you for replying. I appreciate your patience and cooperation.

From your email I understand that you want a SRCD P/N 59221 for the system. We apologize
for the inconvenience, however, the SRCD is not available for the system, so, we would
not be able to process the dispatch for the same.



I went here to page 3 Post # 23 by Worthing.jason copied and pasted it in the DELL Return email denying the existence of discs.Within 1 hr. I got this reply.

Thank you for replying. I appreciate your patience and cooperation.


As per your request, I have created a dispatch for SRCD. You should receive the CD
within next 3 to 5 business days, depending upon the availability of the part in stock.

The dispatch number is 12xxxxxxx. You can use this number for tracking the shipment by
calling at 1-800-433-9014.

[minuteman]

Wow. great thread. My STEC 16gb died and I needed to re-image with the SRCDs that I already had. I followed the instructions to create a USB image. Thank you, it worked great.

[worthing.jason]

Originally Posted by skwasha

I'm just curious, has anyone that used the SRCD actually encountered any of the 'issues' that Dell claims is the reason for discontinuation of the SRCDs?
thanx!

Skwasha,
While I have never had an issue with them, I did have one or two people who I sent them to have issues where they would not boot, or would not work (no telling if it was just them not being able to push the button in time to boot from them, or something wrong with the disk)

Most issues with them come from the fact that they are burned on demand, which can result in a bad burn. There is also a known issue if you have more than 2GB of ram in the system while using them.

That said, 4 systems later, I have never had an issue with them, and have never personally met someone who has.

Gary

[dontasciime]

Are most of the users who received these disc's in the US or UK ?

I am having a nightmare trying to get Dell ship me the SRCD's they say that part number is not available to them. They are supposed to be phoning me today 12pm-2pm however I received a call at 11.05am that was probably them ( a missed call withheld number) as typically they seem a bit dumb.

So am I wasting my time trying for these cds in the UK ?

Thanks