Dell complaints

[Cusstomer]

I just love these names - Amitabh - whatever-the-dell...
And just so you know, there is one more post coming...

10/31/2006 07:05:01PM Session Started with Agent (RTS Sheena B)
10/31/2006 07:05:03PM Agent (RTS Sheena B): "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 07:05:26PM Cusstomer: "I have a case number, qqqqq, and was
stuck in a queue for about 20 minutes. Could you pull this up please?"
10/31/2006 07:05:40PM Cusstomer: "My name is Cusstomer, address, city, state, e-mail”
10/31/2006 07:06:15PM Cusstomer: "Tikima W. was supposed to transfer me into
another queue, and I never got there. No one is helping me."
10/31/2006 07:06:25PM Cusstomer: "Case number: qqqqq."
10/31/2006 07:06:44PM Cusstomer: "I have spent more than an hour in online
chat about this case. Now please help me so we can both do other things this
evening. Thank you."
10/31/2006 07:07:06PM Cusstomer: "Case number: qqqqq"
10/31/2006 07:07:19PM Cusstomer: "Case number: qqqqq"
10/31/2006 07:07:40PM Cusstomer: "Hello?"
10/31/2006 07:07:51PM Agent (RTS Sheena B): "Thanks Cusstomer! And is your problem
with a mouse?"
10/31/2006 07:08:31PM Cusstomer: "Yes, and Tikima indicated that they were
going to take the information and replace it. Do you have a record of that?
Please! I do not want to wait in another queue. Please do this NOW."
10/31/2006 07:09:12PM Cusstomer: "I am trying to write a report and I do not
have any more time to wait."
10/31/2006 07:09:57PM Agent (RTS Sheena B): "I do apologize for the inconvenience
but in order to get that mouse replaced Cusstomer I will need to transfer you again to
the department that Tikima was trying to get you to."
10/31/2006 07:10:04PM Cusstomer: "Sheena, you are taking much too long with
this."
10/31/2006 07:10:11PM Cusstomer: "How long until I can get transferred?"
10/31/2006 07:10:34PM Cusstomer: "Is this something Dell does in order to
discourage customers?"
10/31/2006 07:10:36PM Agent (RTS Sheena B): "I can transfer you right now."
10/31/2006 07:10:43PM Cusstomer: "Thank you!"
10/31/2006 07:10:43PM Agent (RTS Sheena B): "Please hold while I get you transferred
now. Have a good evening."
10/31/2006 07:11:00PM Cusstomer: "You too - let's see how long I wait this
time....."
10/31/2006 07:11:39PM Cusstomer: "Waiting for representative to help me..."
10/31/2006 07:11:41PM Session Transferred to Queue (AM.US.CON.SQ.EA.PT)
10/31/2006 07:11:41PM URL Shown:
"http://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs"
10/31/2006 07:11:48PM Session Started with Agent (Amitabh_01113228)
10/31/2006 07:11:55PM Agent (Amitabh_01113228): "Thank you for contacting Dell
Technical Support. My name is Amitabh and rep id is 01-113228. May I have your
telephone number, along with the area code?"
10/31/2006 07:12:11PM Cusstomer: "Thank you. My home phone # is
972-248-3571. I am not home at the present time."
10/31/2006 07:12:36PM Agent (Amitabh_01113228): "Meanwhile, I would like to inform
you that you might get an invitation to participate in a survey at the end of this
session. You will be asked to rate our interaction on a scale of 1 to 9 with 9 being
very satisfied. In order to participate in the survey"
&nbsp, you must close the chat by selecting the "Exit" button.
10/31/2006 07:12:40PM Agent (Amitabh_01113228): "Please give me 2 to 3 minutes to
pull up your account information. In the meantime, please let me know how may I
assist you today?"
10/31/2006 07:13:19PM Cusstomer: "OK, well, then, if you want a good rating,
you will take care of this NOW, because I have already spent over an hour on online
chat. Dell is supposed to replace my mouse which has stopped working - which you
will see if you pull up my case # qqqqq."
10/31/2006 07:13:59PM Cusstomer: "Do you see the record of that discussion?"
10/31/2006 07:14:53PM Cusstomer: "I certainly hope I will participate in that
survey, so I can mention the LONG wait times before I get a response to each
question."
10/31/2006 07:15:41PM Cusstomer: "OK, you have now had 2 to 3 minutes. Are
you there, please?"
10/31/2006 07:16:01PM Cusstomer: "All you need to do is to take my
information as to where to ship the replacement mouse. That is all."
10/31/2006 07:16:13PM Agent (Amitabh_01113228): "Please allow me couple of minutes
so that I can review the previous chat interaction."
10/31/2006 07:16:24PM Agent (Amitabh_01113228): "I really apologize for the
inconvenience."
10/31/2006 07:17:16PM Cusstomer: "Yes, and if apologies were worth anything,
I would really be rich. I am sorry to be so grouchy but I have spent a lot of
valuable time on this. Look at the last few lines of my discussion with Timika, and
you will see what she promised - that you will s"
&nbspend me a replacement mouse.
10/31/2006 07:17:47PM Cusstomer: "Now, please let me know when you are ready
for my shipping information. I need to finish a report and this is wasting a lot of
my time."
10/31/2006 07:18:18PM Agent (Amitabh_01113228): "I would request you to be patient
as I am going through the chat interaction."
10/31/2006 07:18:29PM Cusstomer: "Yes, I suppose I have no choice."
10/31/2006 07:18:50PM Cusstomer: "Just look at the last few lines of my
discussion with Timika, where she said that Dell will ship me a replacement mouse."
10/31/2006 07:20:15PM Agent (Amitabh_01113228): "Thank you for being online."
10/31/2006 07:20:25PM Cusstomer: "Still waiting...."
10/31/2006 07:20:49PM Agent (Amitabh_01113228): "Phyliis, if I understand the issue
correctly, you are facing issue with the mouse."
10/31/2006 07:20:52PM Cusstomer: "Are you ready for my shipping information?"
10/31/2006 07:20:56PM Agent (Amitabh_01113228): "Is that correct?"
10/31/2006 07:22:08PM Cusstomer: "No, you do not understand. We already went
over that, and Timika promised that you would ship me a replacement. Is there any
part of that that is not clear?"
10/31/2006 07:22:30PM Cusstomer: "Now, are you ready for my shipping
information?"
10/31/2006 07:22:38PM Agent (Amitabh_01113228): "Phyliis, your chat has been wrongly
routed to printer and Axim support."
10/31/2006 07:22:53PM Agent (Amitabh_01113228): "So, I would not be able to replace
the mouse."
10/31/2006 07:22:56PM Cusstomer: "Uh-huh, well, then, when am I going to be
routed to the correct person?"
10/31/2006 07:23:07PM Cusstomer: "So then you need to connect me with someone
who will."
10/31/2006 07:23:15PM Agent (Amitabh_01113228): "Also, I see that mouse is not under
consumer segment."
10/31/2006 07:23:24PM Agent (Amitabh_01113228): "Please do not worry."
10/31/2006 07:23:24PM Cusstomer: "I can't believe how incompetent this is!"
10/31/2006 07:23:32PM Cusstomer: "Well, are you going to transfer me, or do I
have to call and complain?"
10/31/2006 07:23:55PM Cusstomer: "I have been "wrongly routed"
twice now. I need some help NOW."
10/31/2006 07:24:13PM Agent (Amitabh_01113228): "If you want, I can escalate the
chat to my supervisor also or do you want me to transfer the chat to correct
department."
10/31/2006 07:24:32PM Cusstomer: "I think we need a second-level person here.
YES. Escalate it. HOW LONG WILL THIS TAKE?????"
10/31/2006 07:24:49PM Cusstomer: "I am not confident that you will give me
the correct department. No one there seems to know where to route it to."
10/31/2006 07:24:57PM Cusstomer: "NOW, HOW LONG WILL THIS TAKE? ONE HOUR?
TWO HOURS? TEN HOURS?"
10/31/2006 07:25:17PM Agent (Amitabh_01113228): "It will take 2-3 minutes."
10/31/2006 07:25:17PM Cusstomer: "Do I have to close out of this chat and
start another one? I began this interaction at 5:30 p.m.!!"
10/31/2006 07:25:27PM Cusstomer: "FINE. HURRY."
10/31/2006 07:27:18PM Cusstomer: "Still waiting...."
10/31/2006 07:27:23PM Session Transferred to Agent (Sup_Saur_0119026)
10/31/2006 07:27:27PM Session Started with Agent (Sup_Saur_0119026)
10/31/2006 07:27:37PM Cusstomer: "Case # qqqqq"
10/31/2006 07:27:47PM Cusstomer: "I am waiting for someone to take my
shipping information so they can send me a new mouse"
10/31/2006 07:27:56PM Cusstomer: "and have been routed "wrongly"
twice already and have spent almost 2 hours on this chat"
10/31/2006 07:28:37PM Cusstomer: "Still waiting...."
10/31/2006 07:28:48PM Cusstomer: "Still waiting...."
10/31/2006 07:29:15PM Cusstomer: "Still waiting...."
10/31/2006 07:29:30PM Agent (Sup_Saur_0119026): "Hi Cusstomer, this is saurabh the
supervisor on floor."
10/31/2006 07:30:12PM Agent (Sup_Saur_0119026): "As I have checked the issue is with
the different queue I would transfer you to customer care and they would route you
to the correct department."
10/31/2006 07:30:16PM Cusstomer: "Are you ready for my shipping information?"
10/31/2006 07:30:17PM Agent (Sup_Saur_0119026): "Would the be fine with you?"
10/31/2006 07:30:32PM Cusstomer: "Not if I have to wait forever. How long
will this take?"
10/31/2006 07:30:41PM Agent (Sup_Saur_0119026): "I don't need that information."
10/31/2006 07:30:50PM Agent (Sup_Saur_0119026): "Please give me a moment to check
the wait time."
10/31/2006 07:31:07PM Cusstomer: "It seems that your employees don't know how
to transfer a customer to the correct department. So I am not confident."
10/31/2006 07:31:22PM Cusstomer: "Someone will need to take my shipping
information so they can send me a new mouse."
10/31/2006 07:31:33PM Agent (Sup_Saur_0119026): "Do not worry the wait time is not
much you would be connected instantly."
10/31/2006 07:31:40PM Cusstomer: "So I need to wait in order for you to check
the wait time?"
10/31/2006 07:31:48PM Agent (Sup_Saur_0119026): "Shall I transfer you to customer
care?"
10/31/2006 07:31:51PM Cusstomer: "Yeah OK, let's see."
10/31/2006 07:31:53PM Cusstomer: "Go ahead."
10/31/2006 07:32:14PM Session Ended
10/31/2006 07:32:18PM Cusstomer: ""Instantly" - this is not
happening."

[DellDirectSales]

Personally, I think you were a total bitch and I wouldn't help you if I were them. Why? Because if you would have taken 2 minutes out of your life (which may be hard for you since a service rep taking 40 sec. to respond is obviously out of the question for you) then you would have read your T&C and noticed that your peripherals are covered on the respective companies warranties, not Dells.

A little advice in the future for you.....

Those service reps are the ONLY people that can help you. Why would piss them off by acting like a total douchebag? They WILL mess with you if you act like a jackass, which you were. I work for Dell, and it is a VERY crooked company, but I am actually proud of those reps who screwed you over. You deserved it.

Idiot.

[Cusstomer]

You shouldn't be in sales, with an attitude like that. Anyone ever hear of the customer being right? If not for the customer, you would be on the unemployment line - which is where you belong.

Hm - I thought this was an "I Hate Dell" forum - I didn't know there were suckup shills for Dell on here. Interesting. Maybe if you want the company to stay in business, you might want to address the customer's complaints instead of calling them names?

There was NOTHING in my original bill of sale to indicate that the mouse wasn't covered under the premium 2-year warranty I bought.

Hey - anyone ever notice how the "E" in DELL is the same exact "E" that was in another crooked company - Enron?

[paul_dellcc]

This is a hate site, employees and ex employees hate Dell as much as you do. We also hate Dell because of their customers and I agree with DDS about you acting like a moron.

I wish you'd called Customer Care and requested for a Supervisor so I could come up to the line and hold your horses in about a minute and a half.

No, the customer is not always right like in this case. You should have read the Terms & Conditions of the Sale which you agreed cause you purchased at Dell, whether you read them or not. Just call the third party company who built the mouse and you may get some help.
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Cusstomer]

(To the moderators - I apologize - I meant to post this as a reply but posted as a new topic by mistake)

And where exactly are the "Terms and Conditions of the Sale"? I saw no such thing when I ordered the system online.

Hmmm...must be buried in the fine print somewhere...or else maybe it's printed in whatever version of English they use in the Dell outsourced call centers.

Dell could have just done the right thing and sent me a new mouse - just to keep a customer's goodwill.

Remember who pays your rent: the customers!

There is an end to this story. Figuring I would never get any satisfaction from Dell, I did call the mouse manufacturer today. No problem! They said they had discontinued that model but that they would send me a newer-model mouse. The guy took my shipping info (which was a federal case for Dell to even do) and is sending it within the next two weeks.

Now...why couldn't Dell just do that in the first place? Why does Dell not cover what they sell? Hmmm...that could be a nice little jingle.

Why does Dell not cover what they sell?
Why does Dell not cover what they sell?

[Cusstomer]

P.S.: If you read all my posts from Hell, you will see that I did ask for a supervisor, a couple of times.

I should have said that in broken English. Then I could have asked for a stupidvisor.

[david (aka dvdpiddy)]

DDS i know he a little impatient but let him be he hates dell like us.
_________________

For some reason i fell like this cat right now.

[paul_dellcc]

[DellDirectSales]

[Cusstomer]

Yeah, what I need...to spend more hours reading fine print.

WHY fine print? Why not a simple, clear disclosure? Why not, when a customer is putting together a system, have these "third-party" items in red, or with an asterisk, or with something that will clearly state, NOT COVERED BY SYSTEM WARRANTY.

Because it's easier for the company to be dishonest and rake in the cash, that's why.

Dell did not do the right thing. Period.

[paul_dellcc]

[paul_dellcc]

[Cusstomer]

Oh, a law student...ah, now I see. Of course. Why else would there be all those lawyer jokes?

It's coming in loud and clear to me...working at a call center must be part of the requirements to get a law degree. Because in both cases, your object is to screw the other guy.

Fine, so now you have someone to hate and have a personal vendetta against: Me. I assume you will use me as a case study - even though you don't know me. I'm just John Q. Public and that will do.

[paul_dellcc]

Lawer jokes

It's not a joke, it's the law that the polititians you voted wrote. Well, not all of them cause most of them come since the beginning of mankind.

There is no such thing as vendetta, I'm just trying to show you how the deal is, whether you take it or not is your call.

[Nomoredells]

I have had a few bad experiences with Dell support, but I always try to be polite. But if I was in that much of a hurry to get something done, I would go to Wally World and pick up one of their $20.00 specials.
http://www.walmart.com/catalog/product.do?product_id=1894607
Then argue with Dell later. Just my humble opinion