Good News!!! The End Of The Bug Tunnel
GOOD NEWS!!! THE END OF THE BUG TUNNEL....;o)
OK, for those who have been reading my previous posts, here is an update:
1. My phone caller ID showed that Intel called me today three times, but did not leave a message.
This was strange, as every other time they left a voicemail asking to call back, the case number, etc. At that point, I wonder: could they have been reading my post saying I would put a copy of the previous voicemails they left me? Remember, I gave THEM the link to this forum to explain the bug.
2. I DO think they have read posts here.
3. I call, am transferred to a tech guy. He checks the case to try to help me once again/troubleshooting, so I ask him first if they tried to call me. He looks into it. Immediately, he says that a higher technical support person or engineer did try to contact me and will call me back within a few minutes.
4. I receive a call from another person, who says is in charge of my case now. He is a Level 2 technical support guy, and says that he has a few things to explain, and if I ever have any questions in the future for that case, to ask to talk to him only.
He starts by saying that they did try to contact me several times this morning (hum, now this is urgent), but did not leave a message because he felt he should explain me the situation directly not through voicemail.
He explains that he is sorry, there was a confusion in the previous voicemail they left me.
Translation: see point #1 and #2! Maybe it was a good idea to say I would post my voicemails from Intel!!
He explains that they thought that I was not able to install the drivers, and that is the issue they were not able to replicate, in the voicemail they left me. Obviously this is just their way of saying the voicemail and previous guy I talked to were not good. There was no confusion, I showed them the screenshots in this forum. I always told them that the Intel driver utility showed the installation as Successful. I even told them that when we did tests together with a new driver version, because they specifically wanted to hear that I was able to see the message "Installation Successful" to go on with the case.
Plus as reported in my previous post the guy tried to blame Microsoft (it's also in the voicemail). Not the best excuse here ;o)
He also says that the purpose for his call is to provide me with an update, not a resolution.
Without me saying anything, he also immediately says that he is not trying to find excuses, that he did tests, that he WAS able to see the same bug, and yes there is a glitch. However, he did not see the popup window above the taskbar that I saw. I explain that it's just so easy to miss, I did not see it the first time I installed Vista, and the Vista message makes sense because the device manager DOES report that no drivers are installed for the SMBus!
The guy was very polite, seemed a lot more knowledgeable, and this time, professional. Big difference with the previous guys.
He also was not trying to lie or blame other people or corporations. So already that was a big improvement!!!
He also says that yes he has the reference to this forum in front of him when I tell him to check the screenshots ;o)
He then asks me if I saw any other system problem (no), if everything else seemed normal (yes).
So he explains the story that we have read here: that this glitch is likely because there is really no driver for this device. I explain that then I don't understand why people with the 6.4 series driver or maybe IDCC do not see the bug, and why is a driver version listed, etc.
He replies that yes, this is sort of a glitch, that they are investigating. That if you don't see the bug with the 6.4 drivers or when installing the IDCC, that MAYBE (he stress that) there is a complement installed with the IDCC, but he also stresses that it is in beta version. He also says that maybe the bug is because the drivers are really more generic, for the 3x and 4x series, etc, hence maybe the display message saying no driver.
He also explains that he understands why I find the bug abnormal and why I and others felt confused (Thank you! Nice to hear that finally!)
So in the end, he acknowledges the bug, says the call is just for an update, that he did not find any other issue associated with that, that he will look why there is no error with 6.4 drivers/IDCC vs the current drivers.
He concludes by saying that he feels very confident that I can use my PC, that everything should be fine, and that if he has any update he will call me, and to call him back (just him) if any issues occur or if I have any other questions.
I also conclude by saying that if they do confirm that this bug is normal, it should be mentioned somewhere on their website (FAQ) so people are not questioning the error message they get etc, and that it would save a lot of time.
He thanks me twice for this input and completely agrees and says they will see if they can update it, but can't promise anything specific for that, and again he will call me if there is an update.
CONCLUSION: Wow, that call FINALLY was a lot better. I talked to someone who was actually professional, reasonable, understanding, and listening! This is ALL I wanted to hear!!! Next would be good if they could either update their website to acknowledge officially the bug and that there are no issues, or update the drivers, but at least I feel treated in a better way after the call with the guy. I don't feel better by the previous call with the guy who was not professional, by the number of tests I had to do and handling of delicate hardware and all the time spent while they could have just confirmed the bug on their own quickly the first time...
Intel, if you are reading this: I will edit my previous posts because I feel that you have now handled the situation in a professional/acceptable way, and I thank you for your call. This is all I (and probably others) wanted to hear ;) Please do realize that not all issues are user-error related...
