Dell complaints

[Cusstomer]

As promised...here's the first of many. Looks like I didn't get any "charity" from them.

10/31/2006 05:42:43PM Session Started with Agent (RTS Charity W)
10/31/2006 05:42:51PM Agent (RTS Charity 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 05:43:34PM Cusstomer: "Hi Charity - My name is Cusstomer,
Address, City, State. My home phone # (I am not home at
present) is xxx-xxx-xxxx. I have changed my e-mail address. My old address was xxx@xxx.xxx
and my new address is yyy@yyy.yyy(please change that in your records).
10/31/2006 05:44:40PM Agent (RTS Charity W): "Thank you Cusstomer, Is this a new or
existing case?"
10/31/2006 05:44:58PM Cusstomer: "New - pertaining to my wireless mouse that
I bought with this laptop."
10/31/2006 05:45:48PM Cusstomer: "Are you there - it seems to be taking a
long time for you to respond."
10/31/2006 05:45:48PM Agent (RTS Charity W): "Please tell me exactly the problem you
are having with the mouse?"
10/31/2006 05:46:20PM Cusstomer: "I haven't used it in a while. When I
plugged the USB portion in, the computer recognized it as usual. But the mouse
itself is not responding."
10/31/2006 05:47:03PM Cusstomer: "Um, are you there?"
10/31/2006 05:47:11PM Agent (RTS Charity W): "Please hold for me."
10/31/2006 05:47:25PM Cusstomer: "Are you helping someone else?"
10/31/2006 05:47:36PM Agent (RTS Charity W): "No my system is a little slow."
10/31/2006 05:47:41PM Cusstomer: "ok"
10/31/2006 05:48:46PM Agent (RTS Charity W): "Have you tried to reestablish the
connection?"
10/31/2006 05:49:46PM Cusstomer: "I pressed the little button on the USB
thing, but the mouse itself did not light up. Please explain to me what I need to
do, as it has been a few months since I've used the mouse."
10/31/2006 05:49:58PM Cusstomer: "By the way, the green light on the USB
thing DID light up."
10/31/2006 05:50:02PM Agent (RTS Charity W): "Okay"
10/31/2006 05:50:42PM Agent (RTS Charity W): "Press and release the Connect button
on top of the receiver then immediately press and release the Connect button under
the mouse (An ink pen or paperclip is needed to press the Connect button on the"
10/31/2006 05:51:42PM Cusstomer: "As I said, I've already done this, and the
mouse does not respond."
10/31/2006 05:51:51PM Agent (RTS Charity W): "Okay"
10/31/2006 05:52:26PM Agent (RTS Charity W): "Is the LED on the mouse on or off?"
10/31/2006 05:53:06PM Cusstomer: "off"
10/31/2006 05:53:13PM Agent (RTS Charity W): "Okay"
10/31/2006 05:53:21PM Cusstomer: "That's what I think I told you - it does
not light up."
10/31/2006 05:53:35PM Agent (RTS Charity W): "Try to reinstall the batteries in the
mouse."
10/31/2006 05:53:57PM Cusstomer: "It is a Kensington wireless mouse, model #
72117, serial no. xxxxxx."
10/31/2006 05:54:05PM Cusstomer: "OK. Tell me how I do that, please."
10/31/2006 05:54:37PM Agent (RTS Charity W): "Sure let me get you that information,
just give a minute."
10/31/2006 05:54:39PM Cusstomer: "Please, I would so appreciate if you could
work with me a little more quickly."
10/31/2006 05:55:57PM Cusstomer: "I am sorry that this is taking you so long."
10/31/2006 05:56:20PM Agent (RTS Charity W): "I'm going to give you the instructions."
10/31/2006 05:56:48PM Cusstomer: "OK."
10/31/2006 05:57:21PM Cusstomer: "Would you do this a bit more quickly, please?"
10/31/2006 05:57:35PM Agent (RTS Charity W): "Cusstomer turn the mouse over and see
will it pop off."
10/31/2006 05:58:04PM Cusstomer: "Will what pop off?"
10/31/2006 05:58:21PM Agent (RTS Charity W): "The place where the batteries are."
10/31/2006 05:58:21PM Cusstomer: "Would you please be more specific, or
please get me another technician to help me? I need to finish a report."
10/31/2006 05:58:44PM Cusstomer: "And where is that? As I said, I have not
used the mouse in a while. The only thing I see that opens is where the USB thing
stores."
10/31/2006 06:00:02PM Agent (RTS Charity W): "On the bottom of the mouse, do you see
a cover piece?"
10/31/2006 06:00:03PM Cusstomer: "You know, I don't want to break this, and I
don't want to try to open where it won't open. Now PLEASE give me SPECIFIC
directions, QUICKLY, PLEASE. THank you!"
10/31/2006 06:00:28PM Cusstomer: "No. You should have a diagram of the mouse
there, because I gave you a model #. I see a door where the USB thing stores. That
is all."
10/31/2006 06:00:55PM Cusstomer: "That is the only thing I see which opens.
Please be more specific with a diagram."
10/31/2006 06:01:12PM Cusstomer: "My heavens, this is taking a long time!"
10/31/2006 06:02:14PM Agent (RTS Charity W): "Does the mouse have a receiver to it?"
10/31/2006 06:03:02PM Cusstomer: "OK. Maybe we should start with another
tech. AS I SAID, THERE IS SOMETHING THAT PLUGS INTO THE USB. THAT IS THE
RECEIVER."
10/31/2006 06:03:13PM Cusstomer: "NOW, WHERE DO I OPEN THE MOUSE TO LOOK AT
THE BATTERIES?"
10/31/2006 06:03:38PM Cusstomer: "THE RECEIVER IS WORKING FINE. THE MOUSE
DOES NOT RESPOND. WHERE DO I OPEN IT FOR THE BATTERIES?"
10/31/2006 06:04:16PM Agent (RTS Charity W): "It should be on the bottom of the
mouse. Are you sure that this came with the computer, because I am not seeing it on
the order?"
10/31/2006 06:04:16PM Cusstomer: "I think you might need to send me a new
mouse. You don't seem to know how to correct this problem."
10/31/2006 06:05:30PM Cusstomer: "YES. I BOUGHT IT WITH THE COMPUTER. IT
WAS SENT TO ME SEPARATELY, BUT I ORDERED IT WITH THE COMPUTER."
10/31/2006 06:05:40PM Agent (RTS Charity W): "As I stated, there is not a mouse on
this order. If there is not a mouse on the order, then I cannot replace it."
10/31/2006 06:05:52PM Agent (RTS Charity W): "Do you have an order number for the
mouse?"
10/31/2006 06:06:27PM Cusstomer: "DELL CUSTOMER NUMBER xxxxxx, ORDER
NUMBER xxxxxx, ORDER DATE 05/07/06"
10/31/2006 06:06:35PM Cusstomer: "INVOICE NUMBER xxxxxx"
10/31/2006 06:06:58PM Cusstomer: "IT WAS ORDERED AT THE SAME TIME AS THE
COMPUTER AND WAS SHIPPED SEPARATELY - IS THIS CLEAR?"
10/31/2006 06:07:21PM Cusstomer: "NOW, PLEASE, I ASK THAT YOU PLEASE, KINDLY
GET SOMEONE WHO CAN HELP ME WITH THIS."
10/31/2006 06:07:46PM Cusstomer: "THANK YOU, I AM WAITING FOR SOMEONE WHO CAN
HELP."
10/31/2006 06:07:58PM Agent (RTS Charity W): "Cusstomer, I am doing my best to assist
you."
10/31/2006 06:08:22PM Agent (RTS Charity W): "If you would like some one else to
assist you, then you would have to disconnect and then reconnect to another chat
session."
10/31/2006 06:08:24PM Cusstomer: "DO YOU SEE THE INVOICE AND THE ORDER? OR
NOT? IF NOT, PLEASE GET SOMEONE ELSE ON THIS CHAT."
10/31/2006 06:08:31PM Agent (RTS Charity W): "I am pulling this information so that
I can assist you."
10/31/2006 06:08:42PM Cusstomer: "WELL, I AM NOT SURE WHY YOU DO NOT SEE THE
ORDER. DO YOU SEE IT NOW?"
10/31/2006 06:08:57PM Agent (RTS Charity W): "Also, please turn off the caps lock
because it makes the words run together."
10/31/2006 06:09:13PM Cusstomer: "This should be so simple to diagnose. Why
is it so complicated?"
10/31/2006 06:09:15PM Agent (RTS Charity W): "Give me 3-5 minutes while I look over
some more information please."
10/31/2006 06:09:21PM Cusstomer: "Did you find the order?"
10/31/2006 06:12:43PM Agent (RTS Charity W): "Thank you for holding."
10/31/2006 06:12:47PM Agent (RTS Charity W): "Yes, I did find that order."
10/31/2006 06:13:27PM Cusstomer: "OK. Now, will you replace the mouse, or
tell me how to look for the batteries, please."
10/31/2006 06:13:49PM Agent (RTS Charity W): "I do apologize, I did actually
misinform you. After I located the correct order, the mouse does not have a
battery."
10/31/2006 06:14:05PM Agent (RTS Charity W): "That mouse does not have warranty."
10/31/2006 06:14:13PM Cusstomer: "That's not what it says on the Kensington
Website."
10/31/2006 06:14:20PM Cusstomer: "WHAT???"
10/31/2006 06:14:33PM Cusstomer: "Excuse me, this whole system has a warranty."
10/31/2006 06:14:36PM Agent (RTS Charity W): "It was purchased separate from the
system and the system warranty does not cover the mouse."
10/31/2006 06:14:46PM Agent (RTS Charity W): "The system does, but the mouse does not."
10/31/2006 06:14:54PM Cusstomer: "It was purchased WITH the system and
ordered WITH the system. It was shipped separately, that is all."
10/31/2006 06:14:54PM Agent (RTS Charity W): "The mouse only had a 30 day warranty."
10/31/2006 06:15:22PM Cusstomer: "I see. This will be very interesting to
tell my friends who are considering buying Dell computers."
10/31/2006 06:15:23PM Agent (RTS Charity W): "And it was order on a separate order.
Since it was order on a separate order, the system contract will not cover it."
10/31/2006 06:15:45PM Cusstomer: "No, it was ordered on the same order. DELL
was the one who made it separate. I ordered everything together as a system."
10/31/2006 06:15:58PM Cusstomer: "I am extremely dissatisfied and will be
taking this to a higher level."
10/31/2006 06:16:40PM Cusstomer: "I know at least four people who are
considering buying Dell systems. I will be sure to tell them about this. For a $35
mouse you are losing four potential customers."
10/31/2006 06:16:54PM Agent (RTS Charity W): "I do apologize for that. I understand
what you are saying but those items were placed on separate orders."
10/31/2006 06:17:36PM Agent (RTS Charity W): "I cannot replace that mouse if it does
not have warranty. If I place an order, it is going to get canceled and then I would
have set your expectations to get one when you don't have warranty on it."
10/31/2006 06:18:23PM Cusstomer: "Thank you and goodbye. You have been no
help whatsoever."