Bought a Refurb Studio XPS 13 with N10M-GS (G210M) Heres My Chat With Dell

A chat conversation I had with Dell. Basically telling me I made a mistake on ordering it, them telling me that only a 256MB card is available, and to top it all off, disconnect(say good-bye) me in the middle of asking about RMA'ing etc.
I noticed when going through the refurb models that say 512MB, then putting the model with the N10M in my cart, go to checkout, do itemized view, the video card does not show up. I did that with a few systems to see if it looks like my itemized description. They all do not list the video card (or I can't tell by description/item number). But, if you order the 9500M or 9400M, they do show up in the itemized part numbers etc. Hopefully on Friday I will be receiving a system with the N10M-GS card.

Heres a few screen shots, I can post the dell chat logs as well. Gotta laugh when you catch them at point blank either being wrong, or just flat out lying. As if they never even looked the system up.

http://i9.photobucket.com/albums/a52/load97/Tues3.jpg
http://i9.photobucket.com/albums/a52/load97/Tues4.jpg

 

Didn't realize Photobucket would resize quite that small. With a slight zoom in it is easy enough to read though. Here's the chat log:

12:00:41 PM Customer scott anderson
Initial Question/Comment:
12:01:06 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
12:01:06 PM System System
Connected with BE_ARB_Rep_Caroline D
12:01:15 PM Agent BE_ARB_Rep_Caroline D
Thank you for choosing the Dell Outlet, my name is Caroline and I will be your personal sales agent today. Feel free to email me at [email protected] or leave me a message at 1-800-379-3355 ext. 2160099. Please provide your e-mail address and phone number where I can contact you in case we get disconnected. Which outlet product can I help with you today?
12:01:18 PM Customer scott anderson
Hi
12:01:19 PM Agent BE_ARB_Rep_Caroline D
To better serve you, Dell now offers Secure Payment via Chat for our chat customers.
12:01:26 PM Agent BE_ARB_Rep_Caroline D
hello Scott. how are you doing today?
12:02:10 PM Customer scott anderson
I oredered a refurbished Studio XPS 13, order # XXXXXXXX. It has shipped out today.
12:03:01 PM Agent BE_ARB_Rep_Caroline D
let me try to pull that up
12:03:53 PM Agent BE_ARB_Rep_Caroline D
thanks for waiting
12:04:03 PM Customer scott anderson
I sent an email 2 days ago and never heard back, and talk to the regular(New Sales Dell chat) yesterday. I got an answer from that lady saying she didn't think it came with the G210M 512mb video card like it was listed.
12:04:27 PM Customer scott anderson
I believe Dell calls the card N10M-GS as well
12:04:41 PM Customer scott anderson
I see it has shipped now.
12:04:57 PM Customer scott anderson
Though she wasn't sure.
12:05:01 PM Agent BE_ARB_Rep_Caroline D
the estimated delivery date I see in here is on or before January 8, 2010. it was already shipped to the carrier
12:06:07 PM Customer scott anderson
Can youtell me from the part listing if it has the dedicated N10m-GS card installed?
12:06:21 PM Agent BE_ARB_Rep_Caroline D
I am now checking on it
12:09:01 PM Agent BE_ARB_Rep_Caroline D
thanks for waiting
12:10:01 PM Agent BE_ARB_Rep_Caroline D
you have purchase a studio xps 13 and the best video card we do offer for that model is 256mb of video card
12:11:18 PM Customer scott anderson
NVIDIA® GeForce® G210M – 512MB [add $25 or $1/month1]
Dell Recommended
12:11:28 PM Customer scott anderson
Right from Dell website
12:11:46 PM Customer scott anderson
http://configure.us.dell.com/dellstore/config.aspx?c=us&cs=19&l=en&oc=DYDWGN3&s=dhs
12:11:55 PM Agent BE_ARB_Rep_Caroline D
let me verify on that
12:12:01 PM Customer scott anderson
Thats new sales, but
12:12:02 PM Customer scott anderson
ok
12:14:37 PM Customer scott anderson
It appears to me when Iv'e looked over the Dell Refurb models, it will say it has the better video card on page that you add to cart, but when you see the breakdown part list on order invoice it doesnt show a video card, unless its for the smaller 256mb video cards.
12:14:51 PM Agent BE_ARB_Rep_Caroline D
yes that is new system sale and I have checked your package comes with 256mb of video card
12:15:13 PM Agent BE_ARB_Rep_Caroline D
that would be standard for studio xps 13 model
12:15:45 PM Customer scott anderson
Well the refurb page lists models with 512mb as well.
12:16:01 PM Agent BE_ARB_Rep_Caroline D
yes but not with that model
12:16:53 PM Agent BE_ARB_Rep_Caroline D
Would there be anything else I may help you with aside from this concern?
12:17:29 PM Customer scott anderson
So when the laptop comes shall I verify that and then will I need to get an RMA number?
12:17:43 PM Customer scott anderson
This is the only concern
12:17:43 PM Agent BE_ARB_Rep_Caroline D
yes
12:17:56 PM Agent BE_ARB_Rep_Caroline D
Thank you for choosing Dell Sales Outlet Chat. Have a great day.
12:18:01 PM System System
BE_ARB_Rep_Caroline D has left this session!
12:18:01 PM System System
The session has ended!

 

Dell deleted an almost identical post over on their forums. LOL.
I was even pretty polite with the post, they aparently don't like it when you post chat logs though.

 

Dell's customer service having problems? I'm shocked! /sarcasm

I hope they let you return the stupid thing. I can't tell you how many threads I've read where Dell's website has screwed up info, and they are not willing to pay for their mistakes.

Can you imagine this scenario with other companies and items? If you order a shirt listed on a website at a certain size, and it arrives smaller than what you ordered, any company in their right mind would send you a new one that fits. Dell's service is the equivalent of the shirt company telling you to lose weight to fit into the smaller shirt. Outrageous...

 

Most likely you'll have to pay shipping costs back to them. If you're lucky, you won't have to pay the restocking fee.

Unfortunately, Dell's customer service, or lack thereof, sucks.