Dell complaints

[Cusstomer]

I never did get transferred to that so-called queue, but you'll see what happened when you read the third chat.

10/31/2006 06:19:34PM Session Started with Agent (RTS Tikima W)
10/31/2006 06:19:44PM Agent (RTS Tikima W): "Thank you for patiently waiting, you
have contacted Dell Hardware Warranty Chat Support. Would you please verify the
person or company name that owns the system, your phone number and e-mail address so
I can better assist you?"
10/31/2006 06:19:59PM Cusstomer: "My name is Cusstomer, address, city, state, e-mail"
10/31/2006 06:20:10PM Cusstomer: "I was just chatting with Charity W. I hope
you will be more helpful than she was."
10/31/2006 06:20:32PM Agent (RTS Tikima W): "I will be happy to help you today. Can
you provide any other information regarding what is happening with your system
today?"
10/31/2006 06:21:00PM Cusstomer: "I have a Kensington 72117 wireless mouse
which came with this computer. She says that the mouse is no longer under warranty.
I dispute that because I ordered it with this computer as part of the system. The
mouse does not work. The LED does not light"
&nbspon the mouse although it lights on the USB receiver.
10/31/2006 06:21:20PM Cusstomer: "Please confirm that you are familiar with
this mouse before we proceed. Otherwise, please find a tech who is familiar with
it. I have already spent 1/2 hour on chat."
10/31/2006 06:22:25PM Cusstomer: "I am not getting a response back from you."
10/31/2006 06:22:36PM Agent (RTS Tikima W): "Please give me 3-4 minutes while I look
up some other information on this issue."
10/31/2006 06:24:30PM Agent (RTS Tikima W): "What is the issue you are having with
the mouse?"
10/31/2006 06:25:04PM Cusstomer: "Um, as I said, the LED light on the mouse
does not respond, although the green LED on the USB receiver does respond. Was I not
clear the first time?"
10/31/2006 06:25:39PM Cusstomer: "Please scroll up to the description of the
problem which I gave you about 5 minutes ago, and you will see that I have already
described the problem fully."
10/31/2006 06:26:32PM Agent (RTS Tikima W): "Ma'am in order to fully assist you I
have to fully understand the issue. I'm just trying to help you."
10/31/2006 06:26:41PM Cusstomer: "Please respond."
10/31/2006 06:26:48PM Agent (RTS Tikima W): "Please give me 3-4 minutes while I look
up some other information on this issue."
10/31/2006 06:26:50PM Cusstomer: "Well, I did describe the issue twice now."
10/31/2006 06:28:43PM Cusstomer: "We started this chat 10 minutes ago. I am
not sure why it would take this much time."
10/31/2006 06:29:53PM Cusstomer: "Hello?"
10/31/2006 06:30:57PM Cusstomer: "Hello?"
10/31/2006 06:31:39PM Agent (RTS Tikima W): "Yes I was reviewing your previous case."
10/31/2006 06:32:06PM Cusstomer: "OK. So will you please help me now?"
10/31/2006 06:33:13PM Agent (RTS Tikima W): "This is a blue tooth mouse?"
10/31/2006 06:33:22PM Cusstomer: "Are you there, please?"
10/31/2006 06:33:40PM Cusstomer: "It is a Kensington pocket mouse pro
wireless, model 72117."
10/31/2006 06:35:04PM Cusstomer: "By the way, just for my records, are you in
the United States of America?"
10/31/2006 06:35:23PM Agent (RTS Tikima W): "Is the mouse detected by the system?"
10/31/2006 06:35:41PM Cusstomer: "The USB receiver is detected by the system."
10/31/2006 06:37:49PM Agent (RTS Tikima W): "I will have to replace the mouse and
keyboard package."
10/31/2006 06:38:08PM Agent (RTS Tikima W): "Can you verify the shipping address."
10/31/2006 06:38:45PM Cusstomer: "You can ship it to me at work: Cusstomer, shipping address."
10/31/2006 06:38:54PM Cusstomer: "That is where I had the computer shipped
to, originally."
10/31/2006 06:39:49PM Agent (RTS Tikima W): "Yeah"
10/31/2006 06:40:24PM Cusstomer: "By the way, this is a laptop, so there is
no need to replace a keyboard - I just need this USB mouse and receiver replaced."
10/31/2006 06:43:50PM Cusstomer: "Tikima, are you there?"
10/31/2006 06:44:12PM Agent (RTS Tikima W): "Okay Cusstomer I see now what the
previous tech is referring to. There is no USb mouse listed on the system order
details."
10/31/2006 06:44:30PM Agent (RTS Tikima W): "Do you have an order number for the item?"
10/31/2006 06:44:35PM Cusstomer: "Not again! As I told the previous rep: I
ordered the whole system together, online. The mouse was shipped separately."
10/31/2006 06:44:47PM Cusstomer: "I am really getting tired of saying this
over and over. The whole system was ordered together online."
10/31/2006 06:44:53PM Agent (RTS Tikima W): "Do you have the order number?"
10/31/2006 06:45:05PM Cusstomer: "Yes, the order number was xxxxx."
10/31/2006 06:45:05PM Agent (RTS Tikima W): "For the mouse?"
10/31/2006 06:45:17PM Cusstomer: "Yes."
10/31/2006 06:45:33PM Cusstomer: "Dell CHOSE to ship it separately from the
computer. But I ordered the whole system together as a unit."
10/31/2006 06:46:26PM Cusstomer: "Now, I have a service contract on this
whole system. Do not tell me that the mouse is not covered."
10/31/2006 06:46:49PM Cusstomer: "If you will look at order # yyyyy, that
was ordered at the very same time, same date. Do you see?"
10/31/2006 06:46:53PM Agent (RTS Tikima W): "Please give me 2-3 minutes while I look
up some other information on this issue."
10/31/2006 06:47:28PM Cusstomer: "You keep saying that. I gave you two order
numbers. Look at them and you will see that they were both placed on the same date.
Dell shipped them separately but they are part of the same system. Order #
yyyyy on the computer, # xxxxx on the mouse".
10/31/2006 06:48:08PM Cusstomer: "I mean, why would you even have my service
tag if it were not connected with the mouse which I ordered at that time?"
10/31/2006 06:48:23PM Agent (RTS Tikima W): "Okay Cusstomer. What happened is you got
directed to the wrong queue."
10/31/2006 06:49:10PM Agent (RTS Tikima W): "I can give you the case Id and get you
to the correct queue. I have it documented and all they will have to do is replace."
10/31/2006 06:49:24PM Cusstomer: "OK. Go ahead, please."
10/31/2006 06:50:56PM Agent (RTS Tikima W): "Ok your case number is qqqqq."
10/31/2006 06:51:05PM Agent (RTS Tikima W): "Please hold while I get you transferred
now. Have a good day."
10/31/2006 06:51:17PM Cusstomer: "OK. Now, please have them replace this
mouse. Thank you."
10/31/2006 06:52:32PM Session Transferred to Queue (AM.US.REL.TS.DLRR.ACS EA)