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{Chen Wu 1:43:15 AM} Something is wrong with my order. Its been on the "build" status for 6 days even though it is refurbished. I need this laptop by Thursday because of a very important conference on Friday morning.
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{Chen Wu 1:43:24 AM} Hello.
{Jane 1:43:30 AM} Thank you for contacting Dell Consumer Customer Care Chat. My name is Savitha, but you may call me Jane. Please allow me a moment to review your question.
{Chen Wu 1:43:33 AM} If you are real, I commend Dell support.
{Chen Wu 1:43:47 AM} You probably arent though.
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{Jane 1:44:05 AM} Yes, I am a live customer care representative. Let me look into this right away. Please give me a moment to pull up your information.
{Chen Wu 1:44:15 AM} Something is wrong with my order. Its been on the "build" status for 6 days even though it is refurbished. I need this laptop by Thursday because of a very important conference on Friday morning.
{Chen Wu 1:44:19 AM} Oops
{Chen Wu 1:44:25 AM} Accidently tried install the Taliman thing
{Chen Wu 1:44:35 AM} Crap
{Jane 1:44:38 AM}
That's alrigh.
{Chen Wu 1:44:40 AM} okay.
{Jane 1:44:43 AM} Sorry *alright.
{Chen Wu 1:44:44 AM} Haha, a typo!
{Chen Wu 1:44:46 AM} great!
{Chen Wu 1:44:52 AM} it really is live support
{Chen Wu 1:45:08 AM} I'm starting to love Dell again
{Jane 1:46:00 AM} Chen, the estimated ship date on your order is 04/20.
{Chen Wu 1:46:08 AM} Yes I understand that.
{Jane 1:46:21 AM} Though it is a refurbished system, it goes through the process of a new system.
{Chen Wu 1:46:23 AM} However, why does it take 6 days to build something that is already built
{Chen Wu 1:46:25 AM} Oh okay.
{Chen Wu 1:46:33 AM} I understand.
{Jane 1:46:35 AM} All the parts are checked and tested that they are working fine.
{Chen Wu 1:46:41 AM}
{Chen Wu 1:46:53 AM} I just need to know if I can get it by Friday.
{Chen Wu 1:47:28 AM} This is a very important conference my son is going to, he needs a laptop.
{Jane 1:47:54 AM} Once the order is shipped, it should be delivered to you within 3 - 5 business days as the shipping method you had chosen is 3 -5 business day delivery.
{Chen Wu 1:48:08 AM} Ack.
{Chen Wu 1:48:24 AM} Can you tell me what status it is in at the moment?
{Jane 1:49:14 AM} For a refurbished system we don't have the step by step status. Unfortunately I only have the estimated shipping date.
{Chen Wu 1:49:20 AM} Ugh.
{Chen Wu 1:49:36 AM} My friend at a forum say that Dell support is very good about solving shipment problems.
{Chen Wu 1:49:50 AM} I guess they can't do much.
{Chen Wu 1:50:11 AM} If it takes a full week to recieve my laptop so be it.
{Chen Wu 1:50:23 AM} My friend recieved his 700m in less than 3 days.
{Chen Wu 1:50:29 AM} Can you explain to me how that happened?
{Jane 1:50:30 AM} Chen, I understand your concern and I sincerely wish to help you but Dell being a mail order company does not guarantee the ship date. Only an estimated ship date can be given.
{Jane 1:51:11 AM} The processing time taken for each system could be different. The processing time also depends on the volume of orders and the payment method.
{Chen Wu 1:51:12 AM} I appreciate that, I just wish I had more clarification. I'm really disappointed at myself for not contacting Dell support earlier and I'm sorry for notifying it at thi late hour
{Chen Wu 1:51:44 AM} Yes, I was going to snag that 750 off deal, however the site was so messed up it expired while i was processing the order
{Chen Wu 1:52:00 AM} so I decided to get refurbished, because of my sons conference on Friday
{Jane 1:53:19 AM} Chen, most probably your order should ship out tomorrow. You may keep track of your order online on
www.dellcustomercare.com.
Once the order is shipped, you will be able to view the carrier name and tracking number. Then you may contact the carrier to know the exact date of delivery.
{Jane 1:53:37 AM} Is there anything else I can assist you with?
{Chen Wu 1:53:43 AM} One sec.
{Chen Wu 1:54:23 AM} It is shipped tommorow morning, so when is the earliest I can recieve it? My friend had 3-5 day business shipping as well.
{Chen Wu 1:54:34 AM} And sorry if I can annoying, I'm just in a really bad situation right now.
{Chen Wu 1:54:42 AM} I couldn't sleep.
{Jane 1:54:51 AM} I understand your concern.
{Jane 1:55:09 AM} If the order ships tomorrow, it could be delivered any day within 3 -5 business days. It depends on the carrier.
{Chen Wu 1:55:24 AM} So its impossible to recieve it before Friday?
{Chen Wu 1:55:50 AM} Oh wait sorry.
{Chen Wu 1:55:59 AM} Heh, let me recalculate
{Chen Wu 1:56:12 AM} If you send it Tuesday morning, does Tueday still count as one business day?
{Jane 1:56:16 AM} Chen, as of now I am not able to assure that you will receive it on Friday. We will need to wait for the order to ship out first. Then we can track the package on the carrier website to see the estimated delivery date.
{Chen Wu 1:56:25 AM} Oh okay.
{Chen Wu 1:56:46 AM} My "s" button is messed up.
{Chen Wu 1:56:50 AM} By the way, this is the son.
{Chen Wu 1:56:58 AM} Sorry for not mentioning that earlier.
{Chen Wu 1:57:23 AM} I don't want to bother you anymore, but can you wait one second?
{Jane 1:58:23 AM} Sure Chen.
{Chen Wu 1:58:42 AM} Call me Eric.
{Jane 1:58:58 AM} Sure Eric. Is there anything else I can assist you with?
{Chen Wu 1:59:06 AM} One more second.
{Chen Wu 1:59:53 AM} Oh yes.
{Chen Wu 2:00:02 AM} Do you know why the customer returned this product?
{Chen Wu 2:00:20 AM} I have heard Dell screens come with a problem with light leakage and lots of dead pixels
{Chen Wu 2:00:28 AM} Is there any information you can give me regarding that?
{Chen Wu 2:01:23 AM} And also, if the screen is messed up, if I return it to be replaced, how long will that take? Of course that would be after my 3 day conference, so that would leave me with around 8 days left until the return policy applies./
{Chen Wu 2:01:32 AM} Or does my 1 year warranty apply to that?
{Jane 2:01:38 AM} Sorry I did not understand your question. Which order are you referring to?
{Chen Wu 2:02:01 AM} My i6000 refurbished
{Jane 2:03:25 AM} Eric, if there is any technical issue with the system, you may contact Dell Technical Support and they will help you. If any part or system has to be exchanged it will be done.
However, if you want to return the system for refund, it has to be done within 14 days from the invoice date.
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{Chen Wu 2:04:06 AM} Something is wrong with my order. Its been on the "build" status for 6 days even though it is refurbished. I need this laptop by Thursday because of a very important conference on Friday morning.
{Chen Wu 2:04:21 AM} Are you still there, I had connection problems
{Chen Wu 2:04:24 AM} I have no idea why.
{Jane 2:04:32 AM} Yes, I am here.
{Chen Wu 2:04:34 AM} Okay.
{Chen Wu 2:04:49 AM} How frequently does Dell's online order status update?
{Chen Wu 2:04:59 AM} It has said Inproduction ever since day one.
{Jane 2:05:29 AM} Chen, for a refurbished order, it is normally updated once it is shipped out.
{Chen Wu 2:05:38 AM} I understand.
{Chen Wu 2:05:55 AM} Interesting how you call me Chen again.
{Chen Wu 2:06:08 AM} Dell must have had a long time programming these support bots.
{Chen Wu 2:06:20 AM} No auto reply
{Chen Wu 2:06:21 AM} ?
{Jane 2:06:25 AM} I am sorry. As the name displayed here is Chen, I was confused.
{Chen Wu 2:06:35 AM} Sigh. Sorry I am such a skeptic
{Chen Wu 2:06:49 AM} I am not being aggresive or anything, just paranoid.
{Chen Wu 2:07:06 AM} I plan to call Dell Support in the morning because of my constant paranoia of my laptop order.
{Chen Wu 2:07:14 AM} What time does it open PST?
{Jane 2:07:32 AM} Sure, you may please contact us back tomorrow. If the order is shipped out, we can give you the tracking information.
{Chen Wu 2:07:52 AM} One question, are you supporting me from India?
{Chen Wu 2:08:00 AM} or are you American?
{Jane 2:08:11 AM} If you wish to talk to a customer care representative, you may customer care phone at 1-800-624-9897 exn 66966. They work Monday - Friday 8A - 11P CST.
{Jane 2:08:19 AM} Yes, I am located in India.
{Chen Wu 2:08:31 AM} Interesting.
{Chen Wu 2:08:37 AM} Well you have very nice English.
{Chen Wu 2:09:30 AM} I hear lots of stories about Dell support upgrading your shipment method because of the customers situation.
{Chen Wu 2:09:45 AM} Honestly, I am not lying about my conference it is very crucial.
{Chen Wu 2:09:54 AM} Do you think that would apply to me?
{Chen Wu 2:10:18 AM} Actually I have heard many many stories about Dell support offering stuff to satisfy their customers
{Jane 2:10:21 AM} No, the shipment method can be upgraded only soon after you place the order. If upgraded now it will not go through.
{Chen Wu 2:10:22 AM} I think that is very awesome.
{Chen Wu 2:10:30 AM} Oh.
{Chen Wu 2:10:34 AM} Well my fault.
