Two nights ago, I received a message from my computer alerting me to the fact that some of the files associated with my user profile were corrupted. The result was that all my links on my desktop disappeared, as did my Quickstart toolbar. As this is a brand new Dell laptop and it sounded pretty serious, I decided to see what I could do to fix it.
First, I tried to do what Vista told me to, which was to run Chkdisk. It wouldn't let me do so. And although it offered to let me set up a schedule to run it, it wouldn't follow up on that promise either. So I used my Dell Support Center to scan my laptop. It found no problems. But upon restarting the machine, the problems still existed. I decided it was time to give Dell Support Chat a try, since I paid for a ton of customer support with my purchase.
I was connected to "Deepti," a technician to whom I wound up allowing remote access to my laptop. I sat back and watched as this person took control of my computer. Now, I don't confess to be a computer genius, but I know enough to be able to spot a person who doesn't have a clue when it comes to my technical issue. It was as if this person was reading a manual to try and fix my problem. She couldn't even locate the start button, which was prominently featured on the top left hand corner of my screen. My confidence that this problem was going to be easily fixed began to plummet. It was obvious that she didn't have any experience solving this type of problem. And after watching her fumble around on my laptop, I wondered exactly what skills she did have.
Then Deepti called me on the phone. She had a very thick Indian accent and was difficult to understand. I couldn't make out about half of what she said. She had me insert the OS disc that came with my Dell and restart my machine holding down the F12 key. I found myself looking at a screen that said "Install Vista." What?! Wait a minute, here. I said, "Are you telling me I need to reinstall Vista?" She affirmed this like it was no big deal. Disbelief and denial, the first of Kubler-Ross' stages of grief, set in. I asked further, "Are you saying I need to reformat my laptop because of this?" She put me on hold. In the silence, I thought, this can't be happening. I can't possibly need to reformat my entire computer over a few corrupted files. Deepti came back - yes, this is what I must do. Stage 2: Anger. I told her I didn't have anything backed up - was I really going to lose all my files, everything I'd installed since I started using my computer? She put me on hold. When she came back, she said I'd only lose a couple settings and that I'd only lose the documents that were listed in my start toolbar. Skeptical of this technician's understanding of the real issues at this point, I said, "So you're saying I won't lose the files off the computer, just the links to a few of them in the start menu?" She put me on hold. This time, she came back and said I'd lose everything, so I needed to save my data and reinstall Vista. I couldn't believe what I was hearing. The mere thought of how long it was going to take me to backup and reinstall everything and make it work like it used to - let's just say I was less than pleased. I told her how frustrated I was with that solution and asked, "Isn't there anything else I can do?" The third stage, bargaining, set in when I asked her if I could continue to use my laptop in spite of the corrupted files. She said yes. And put me on hold again to see if there was another solution. Then she wanted remote access to my computer again, to "see the exact message" I was getting.
After sitting in dead space on the phone for another 15 minutes and watching her do nothing with the remote access, I decided that I'd call it a night. The process took 1.5 hours and nothing was solved. The woman never offered to transfer me to someone who understood the problem better. I felt like I was stuck with a rep who had only taken PC101 and had no way to reach anyone with any more knowledge. And I hadn't the foggiest idea how serious my problem really was. I approached grieving stage four, depression, and just gave up for the night.
I guess, today, I have reached the testing stage, in which I've been exploring the laptop from the distance of another administrative user account, to try and gauge the extent of the damage. It seems like I can get to most of my stuff from there, save for some things I had stored right on my desktop. I did some google searching on "Vista corrupt files" and see now that I'm not the only one experiencing this issue. And yes, a fresh install seems to be the way to go. I've teetered briefly into acceptance, but it's tending to take me straight back to denial - I just can't believe I have to reformat my entire computer over this problem. And that leads to stage 2 - I mean, wtf, Microsoft? Why are you releasing software this unstable?!
I should really switch to Linux. How's that for acceptance?