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RANT: Dell Customer Service, Chatlog Included

post #1 of 11
1/3/08 at 5:52pm
Thread Starter 
Executive summary: I connected to a so-called "customer service" rep to get the address changed on my new XPS 1530 order. While about to sign off, I asked about the inclusion of Win installation disks to find the rep helpless, flailing, and worthless. the end of the conversation comes when the rep terminates the session.

Was he being rude, stupid, or do you think my verbiage let him off the hook, if he wasn't paying attention? See toward the end of the chat log below... and note the time between responses.



01/03/2008 02:13:06PM Session Started with Agent (Virat Jaswal)

01/03/2008 02:13:09PM Agent (Virat Jaswal): "Thank you for contacting Dell Customer Service Chat. My name is Viratt. How can I help you?"

01/03/2008 02:13:11PM Agent (Virat Jaswal): "Hello . How are you doing today ?"

01/03/2008 02:13:27PM Brian Sage: "Happy New Year
I'm Good. I have a shipping question."

01/03/2008 02:13:35PM Agent (Virat Jaswal): "Happy New Year."

01/03/2008 02:13:38PM Agent (Virat Jaswal): "I would be very glad to offer assistance regarding your issue."

01/03/2008 02:13:58PM Brian Sage: "Currently, my order is scheduled to ship to an old employer's address. I'd like to change it to match the billing address."

01/03/2008 02:14:08PM Brian Sage: "Please change my order to ship to
BRIAN SAGE (...edited...)

01/03/2008 02:14:09PM Agent (Virat Jaswal): "Sure. I will be glad to assist you."

01/03/2008 02:14:14PM Agent (Virat Jaswal): "To assist you better, may I have the Customer number or the Order number?"

01/03/2008 02:14:41PM Brian Sage: "Sure...
Customer #: (...edited...)
order #: (...edited...)"

01/03/2008 02:14:47PM Agent (Virat Jaswal): "Thank you."

01/03/2008 02:14:49PM Agent (Virat Jaswal): "I will surely help you regarding this issue, but before I go ahead, for verification purposes Could you please verify the name on the account ?"

01/03/2008 02:14:59PM Brian Sage: "Brian Sage"

01/03/2008 02:15:57PM Agent (Virat Jaswal): "Is (...edited...) your current e-mail address?"

01/03/2008 02:16:06PM Brian Sage: "Yes"

01/03/2008 02:16:12PM Agent (Virat Jaswal): "Could you please provide an alternate number or the cell phone number where we can reach you ?"

01/03/2008 02:16:26PM Brian Sage: "Cell: (...edited...)"

01/03/2008 02:16:39PM Brian Sage: "sorry, that should be: 1- (...edited...)"

01/03/2008 02:16:48PM Agent (Virat Jaswal): "What will be the best time to call you ?"

01/03/2008 02:17:28PM Brian Sage: "9am - 4pm, monday-friday"

01/03/2008 02:17:50PM Agent (Virat Jaswal): "Thank you for the information."

01/03/2008 02:17:55PM Agent (Virat Jaswal): "Could I place this chat on hold for 2-3 minutes, while I check your account details?"

01/03/2008 02:18:04PM Brian Sage: "Sure, that's fine."

01/03/2008 02:18:38PM Agent (Virat Jaswal): "Thank you for staying online. I appreciate your patience."

01/03/2008 02:19:33PM Agent (Virat Jaswal): "I have changed the address to BRIAN SAGE, (...edited...)"

01/03/2008 02:19:36PM Agent (Virat Jaswal): "Is there anything else that I may assist you with today?"

01/03/2008 02:20:03PM Brian Sage: "Excellent. That's all I needed. Thanks for your help."

01/03/2008 02:20:09PM Agent (Virat Jaswal): "Are you satisfied with the level of service provided by me on this chat session today?"

01/03/2008 02:20:20PM Brian Sage: "10 of 10 "

01/03/2008 02:20:31PM Agent (Virat Jaswal): "Do you have any feedback for me or for Dell Inc. in specific?"

01/03/2008 02:20:43PM Brian Sage: "hmmm..."

01/03/2008 02:20:50PM Brian Sage: "So far the process has been great."

01/03/2008 02:21:25PM Brian Sage: "One question: Will I receive backup CDs of all the installed software? I plan to reinstall Windows as soon as I receive the computer for secuity purposes"

01/03/2008 02:21:47PM Brian Sage: "Specifically, will there be a Windows Vista installation CD/DVD in the packaging?"

01/03/2008 02:23:14PM Agent (Virat Jaswal): "Brian,there will no Windows Vista installation CD/DVD in the packaging."

01/03/2008 02:23:21PM Agent (Virat Jaswal): "I suggest you speak with Sales Department as they would be able to assist you better. You may call them at 1-800-915-3355 between 7am - 11pm CST Monday to Saturday. You may also chat with them from 10am to 9pm CST Monday to Friday. The link is http://supp"
ort.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs

01/03/2008 02:23:54PM Agent (Virat Jaswal): "Is there anything else that I may assist you with today?"

01/03/2008 02:23:58PM Brian Sage: "Woah, really? I paid for the Vista Premium upgrade.... There's really NO Disk??"

01/03/2008 02:24:44PM Agent (Virat Jaswal): "Brain,As your issue requires technical expertise,I suggest you contact Consumer Hardware Warranty Support as they would be able to assist you better. The current timings of availability of Technical Chat representatives are between 6:30am CST to 12:00pm C"
ST (7 Days a week). You may reach Consumer Hardware Warranty Support by calling 1-800-624-9896. You may also chat with them. The link for Technical Support Chat is: http://support.dell.com/support/topi...=19&l=en&s=dhs

01/03/2008 02:25:00PM Agent (Virat Jaswal): "They will help you out in the best possible way."

01/03/2008 02:25:07PM Agent (Virat Jaswal): "I would be glad to assist you. However, due to my limited access to your account, I would not be able to provide you with a resolution to your satisfaction."

01/03/2008 02:25:20PM Brian Sage: "Wait a minute... you just gave me 2 different phone numbers. Which one should I call?"

01/03/2008 02:25:36PM Brian Sage: "Consumer Hardware Warranty Support ... 1-800-624-9896?"

01/03/2008 02:25:38PM Agent (Virat Jaswal): "I apologize for the typing error in the previous message."

01/03/2008 02:25:47PM Brian Sage: "no prob"

01/03/2008 02:25:58PM Agent (Virat Jaswal): "Yes you can call Consumer Hardware Warranty Support ... 1-800-624-9896?"

01/03/2008 02:26:10PM Agent (Virat Jaswal): "Is there anything else that I may assist you with today?"

01/03/2008 02:26:29PM Brian Sage: "Nope. Thanks for your help, Virat."

01/03/2008 02:26:49PM Agent (Virat Jaswal): "Are you satisfied with the level of service provided by me on this chat session today?"

01/03/2008 02:27:27PM Brian Sage: "The address help was great; however, I THOUGHT I was contacting Customer Service. Why can't you answer a question about the installation disks?"

01/03/2008 02:28:12PM Agent (Virat Jaswal): "You have reached the Home and Home Office segment.I don't have the access for the technical issues."

01/03/2008 02:29:25PM Agent (Virat Jaswal): "Thank you for using Dell Customer Service chat to resolve your issue today. For referencing our interaction today you may use case number 183911829 . This case number holds information on our interaction today and will assist you with contacting Dell in the future.In future you may also visit us at https:// www.support.dell.com

01/03/2008 02:29:27PM Agent (Virat Jaswal): "Have a great day."

01/03/2008 02:29:29PM Agent (Virat Jaswal): "Happy New Year."

01/03/2008 02:29:31PM Brian Sage: "Well, all I want to be sure of is that I get the installation disks for what's on my computer."

01/03/2008 02:29:35PM Session Ended


Oh, no he di'ent! This is BULL$#!& was my first thought, but maybe I'm being unreasonable. I'd like to send the log to his superior, in any case.

Anyone know how to do that?\
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post #2 of 11
1/4/08 at 2:12am
Just call Tech support when you receive the system to get the Vista CDs. Be sure you ask POLITELY when you do. They overnight the disks to you.
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post #3 of 11
1/4/08 at 7:23am
I hate dell indian support, they seem to read off the script rather then answer your direct questions...... the business line system seem to have better support... that why I love my Precision workstation support
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post #4 of 11
1/4/08 at 11:42am
One service agent i spoke with had no idea there was a hard drive caddy in the Dell 9300. He was telling me to shove the hard drive in the slot as is....
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post #5 of 11
1/12/08 at 1:22am
You can usually create your own disks from the recovery partition on the hard drive. Dell has been shipping systems like this for a while. Like was mentioned earlier, you can also request them. I am not sure if they charge you or not now.

Dell is a gigantic company. And like a lot of gigantic companies, one hand never knows what the other is doing. They are broken into a bureaucracy of a million departments. Typical BS.
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post #6 of 11
1/12/08 at 3:07am
Thread Starter 
The story's not over yet, but there has been progress. I'll be sure to update once everything has finished.

I called back to speak to another customer service rep, and the call went much better this time. I told her what had happened before. She apologized, nicely. Then, before I could actually ask about the installation DVDs, she offered to ship them to me, free of charge.

That's right, she offered to ship the DVDs before I had even asked.

I eagerly accepted, but then I asked her "why in the world hadn't the other guy done the same thing?" She had no answer for his conduct. Obviously, any employer would like to think his type was rare.

She went on to explain about Dell "media reduction" environmental policy. Basically, Dell doesn't ship CDs or manuals with new orders because 9 out of 10 customers will never use or read them; however, you did pay for the software (including the ability to install the software), so it is also official Dell policy to ship the installation media whenever requested. In fact, they'll ship it up to three times, per disk.

I mentioned that the story wasn't over yet; here's how: When I had called, my PC hadn't finished production yet, so she couldn't send the media... and that's the catch. The PC has to have cleared production first, then they can send the disks. They can even send them along with the pc if requested, but it has to clear production before the rep is given the ability to service any such software request.

btw, thanks for tuning in to my Dell soap-opera story. Again, I'll update when it's all over.
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post #7 of 11
1/12/08 at 9:03pm
I am glad it seems to be sorting out for you.
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post #8 of 11
1/13/08 at 2:59pm
Sounds like a reasonable ending for all parties. Glad it worked out for you.
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post #9 of 11
1/17/08 at 11:12pm
installation discs come with XPS orders. They both came with mine and I didn't ask for them.
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post #10 of 11
1/18/08 at 4:22am
Yep they come with XPS orders, but for all other orders I believe they'll overnight them to you if you just go on the chat and ask. I've done it plenty of times for my friends who have no clue what support is other than the fact that they THINK they have it and Dell has shipped the CD's 100% of the time =/. Despite Dell's crappy quality control I do believe they have one of the best supports of any computer manufacturer.
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post #11 of 11
1/21/08 at 5:41pm
I have to agree, Dell support is one of the better outfits out there.
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