Dell Chat Transcript (Rant, but a good one)

I have been looking around here for weeks, but haven't actually had anything good to say. Have called and chatted with Dell numerous times. I received a helpful Dell rep at first, who then transferred me to his manager. I will omit my first conversation, but I thought this was an interesting one.

Probably shouldn't have mentioned the other credits, but wanted everything to be cut and dry. Sure, a little intense, but I originally wanted the machine by 8/10 to go on vacation, and now I will definitely need it before 8/24, the day before I go to school.

Now, I am not too heated about it, but the customer service is ridiculous.

I'm waiting on a 1520 Blue, T7300, 8400GS, extended battery, bluetooth, webcam. Ordered July 8 with ESD August 6, and was just delayed to the 28th.

08/07/2007 12:24:40PM Session Transferred to Agent (Sup Sukriti Sukhija)
08/07/2007 12:24:51PM Session Started with Agent (Sup Sukriti Sukhija)
08/07/2007 12:25:25PM Agent (Sup Sukriti Sukhija): "Hi Erik."
08/07/2007 12:25:35PM Agent (Sup Sukriti Sukhija): "I am Sukriti, the manager on duty."
08/07/2007 12:25:44PM Me: "Hi Sukriti."
08/07/2007 12:27:11PM Agent (Sup Sukriti Sukhija): "Erik, we certainly do not want to keep our customers waiting for their products. I assure you we are doing everything we can to get the item(s) out to you as soon as possible."
08/07/2007 12:27:32PM Me: "OK. Based on your experience, do you really think this machine will ship near the end of August?"
08/07/2007 12:27:42PM Me: "I am just concerned as I really need it by a certain date, and that date is quickly going to pass."
08/07/2007 12:28:16PM Agent (Sup Sukriti Sukhija): "Erik, to be honest we cannot commit on a shipping date as of now."
08/07/2007 12:28:37PM Me: "OK. If I were to change the lid to black, around how quickly would I get the machine?"
08/07/2007 12:28:43PM Agent (Sup Sukriti Sukhija): "The midnight blue color that you have ordered is in huge demand."
08/07/2007 12:29:03PM Me: "Have any lids come in at all or is everyone waitinG?"
08/07/2007 12:29:09PM Agent (Sup Sukriti Sukhija): "Yes, if you change it to black, it will ship earlier."
08/07/2007 12:29:22PM Me: "Would I receive any discount for that?"
08/07/2007 12:30:34PM Agent (Sup Sukriti Sukhija): "Erik, you can discuss on same with our sales department, however, for your satisfaction, I will issue $50.00 credit once your order is invoiced."
08/07/2007 12:30:48PM Agent (Sup Sukriti Sukhija): "Credit will be posted towards the original mode of payment."
08/07/2007 12:30:56PM Me: "OK. Is that the maximum available at the moment?"
08/07/2007 12:31:44PM Agent (Sup Sukriti Sukhija): "This is the best I can do for you, regarding the discount you can talk to our sales department."
08/07/2007 12:32:03PM Me: "OK. There is no $100 available? So at the moment, I have a total of $200 in credits."
08/07/2007 12:32:21PM Agent (Sup Sukriti Sukhija): "I am afraid, I would not be able to make to $100.00"
08/07/2007 12:32:34PM Agent (Sup Sukriti Sukhija): "I will send you an e-mail, once you get the order you can revert to e-mail and I will process $50.00 credit."
08/07/2007 12:33:06PM Me: "OK. I also will need to get the other credits I have been offered issued. I assume I can talk to customer service to get this done. Can you send me an email with all the credit information for all the other credits I have been issued?"
08/07/2007 12:33:47PM Agent (Sup Sukriti Sukhija): "As I understand, you have been offered credit for the delay earlier as well?"
08/07/2007 12:34:01PM Me: "Yes, I have accumulated a total of $200 at this point."
08/07/2007 12:34:19PM Agent (Sup Sukriti Sukhija): "Do you have the case number for the same?."
08/07/2007 12:34:41PM Me: "I have a few case numbers - I can give them to you. But, it should all be notated on the account."
08/07/2007 12:35:19PM Agent (Sup Sukriti Sukhija): "Erik, that is fine."
08/07/2007 12:35:31PM Agent (Sup Sukriti Sukhija): "I can see that you have been offered $150.00 earlier."
08/07/2007 12:35:56PM Agent (Sup Sukriti Sukhija): "I do apologize for the inconvenience, however, I will not be able to issue further credit."
08/07/2007 12:36:16PM Me: "Okay, well excuse me, you offered me that $50 with the account information already in front of you."
08/07/2007 12:36:21PM Me: "So, I would please ask that you honor your word."
08/07/2007 12:36:52PM Agent (Sup Sukriti Sukhija): "Yes, I did that, however, I did not see that you were already offered $1050.00"
08/07/2007 12:37:07PM Agent (Sup Sukriti Sukhija): "I apologize for the typo."
08/07/2007 12:37:13PM Agent (Sup Sukriti Sukhija): "$150.00"
08/07/2007 12:37:35PM Me: "Well then that is your mistake, and not mine. Please honor what you said you would do. That is all I ask. I have spent hours and hours trying to get the answers from Dell that I need."
08/07/2007 12:37:56PM Agent (Sup Sukriti Sukhija): "If you wish, you can cancel the order, however, I will not be able to offer further credit."
08/07/2007 12:38:18PM Me: "I would ask that you please have a corporate supervisor call me. This is absurd."
08/07/2007 12:38:30PM Agent (Sup Sukriti Sukhija): "Erik, we have already exceeded are concession limit."
08/07/2007 12:38:39PM Agent (Sup Sukriti Sukhija): "Sure, I will process a call back."
08/07/2007 12:38:46PM Me: "It just adds to the fact that you don't have ANY relevant information on my account in front of you - so instead you make promises and take them back. Not good customer service."
08/07/2007 12:38:52PM Me: "I would ask for someone for the corporate office to call me back."
08/07/2007 12:38:57PM Me: "Who will be calling back?"
08/07/2007 12:39:20PM Agent (Sup Sukriti Sukhija): "You will receive the call back within next 24 hours from our special escalations team."
08/07/2007 12:39:39PM Me: "I already spoke with one, she was unhelpful."
08/07/2007 12:40:12PM Me: "I would ask that you have someone call who can honor your credit."
08/07/2007 12:41:16PM Agent (Sup Sukriti Sukhija): "Erik, we have already offered you credit over your concession limit."
08/07/2007 12:41:27PM Agent (Sup Sukriti Sukhija): "I will process a call back for you."
08/07/2007 12:41:41PM Me: "Right, but you already offered me the credit, with ALL my account information in front of you, and then took it back."
08/07/2007 12:41:41PM Agent (Sup Sukriti Sukhija): "May I have the telephone number where you would like to get a call back?"
08/07/2007 12:41:43PM Me: "Unacceptable."
08/07/2007 12:41:47PM Me: "***"
08/07/2007 12:42:00PM Me: "And trust me, I will use your name and the transcript of this conversation when I do get that credit processed."
08/07/2007 12:42:22PM Me: "So, it's up to you, honor your word, or I will call who I need to to have that credit processed based on what you told me earlier in the conversation."
08/07/2007 12:42:36PM Me: "Don't say one thing, and then take it back."
08/07/2007 12:42:42PM Agent (Sup Sukriti Sukhija): "Erik, enough credit has already been offered, I am unable to offer you more than this."
08/07/2007 12:42:53PM Agent (Sup Sukriti Sukhija): "You will receive the call back within next 24 hours from our special escalations team."
08/07/2007 12:42:56PM Agent (Sup Sukriti Sukhija): "Is there anything else I can assist you with?"
08/07/2007 12:43:13PM Me: "Please note of what you said earlier in our conversation. "Erik, you can discuss on same with our sales department, however, for your satisfaction, I will issue $50.00 credit once your order is invoiced.""
08/07/2007 12:43:30PM Me: "I will be calling sales and customer service to have your word honored."
08/07/2007 12:43:52PM Me: "You made this statement with full access to my account information."
08/07/2007 12:44:43PM Me: "So, no, you cannot help me with anything else, but trust me, I will go elsewhere to have the word of a Dell supervisor actually honored."
08/07/2007 12:45:07PM Me: "Goodbye."
08/07/2007 12:45:16PM Agent (Sup Sukriti Sukhija): "Yes, I said that, however, my motive was to compensate you for the inconvenience. Since you have already been offered $150.00, I cannot offer more."
08/07/2007 12:45:29PM Agent (Sup Sukriti Sukhija): "I have processed the call back for you."
08/07/2007 12:46:16PM Agent (Sup Sukriti Sukhija): "Thank you for visiting Dell Consumer Customer Service online chat and allowing me the opportunity to assist you. I have included your case # *** to reference our interaction today. Please keep this on file; it will assist you when contacting Dell"
&nbsp Inc in the future. Also, feel free to visit us again at support.dell.com.
08/07/2007 12:46:20PM Agent (Sup Sukriti Sukhija): "Have a good day."
08/07/2007 12:46:53PM Agent (Sup Sukriti Sukhija): "You've indicated that there are no other issues you need my assistance with. With that in mind, is it okay with you if I exit this chat now?"
08/07/2007 12:47:00PM Me: "Yes."
08/07/2007 12:47:04PM Agent (Sup Sukriti Sukhija): "Thank you."
08/07/2007 12:47:06PM Session Ended

 

maybe I should try to get some credit. i've been waiting as well.

 

Wow. Poor CSR.

 

Yeah, should've taken it easy, but with all the communication, I'm so frustrated.

I wouldn't be upset if I got a clear date of when it was coming, and trust me, I was nicer to the agent who actually helped me and gave me some info. I'm just done being nice!

It's the lies and take-backs that drive me crazy.

 

$150 is good. Why not just change the color and call it even.

He told you he was going to only offer you $50, you received more then that.

 

I don't know, if the black color had the same finish, I would probably go for it, but the softer touch blue is nice.

I just feel like it should ship now, any day. I will wait it out a little longer.

Well, the rep shouldn't have offered $50 seeing the credits that were already on the account, that's all.

I'm not going to freak about it ...

 

I agree, the rep had the available information on your account, he/she can't offer something and then take it away! I wonder if you would have gotten that credit if you didn't mention the other credits you got. But seriously, what a jerk! As you said, they need to honor their word! And damn, $150 is a lot of credit! Give me some, haha!

 

erik, write a letter to the president of dell. they will pay attention, and if not, , well, write an article to every newpaper you know

 

They are only allowed to issue so much to a certain account.

If they scheduled a call back that is a good thing. That means you will be able to discuss that other $50 credit with them.

Just keep your fingers crossed that they actually call you back!

 

omigoodness!!! It looks like everyone who was supposed to have theirs shipped today is getting delayed until the end of the month???? NO!!!!!!

Mine is due to ship out on Thursday -- I am guessing I am going to be out lf luck as well. My original order date was July 12 -- and my lid will be brown -- and that doesn't seem to make any difference -- black, brown, blue -- I can't see that it matters. It looks to me that it is very random -- some people are getting theirs early and ordering/receiving within 5 days while others are waiting FORFREAKINGEVER. I cannot find a correlation between a certain part, color, etc.

Dell is disappointing me -- I am, actually, beyond disappointment! I try to put my faith in this company I just paid $2000 to for a computer that I have yet to see and belong to a forum that is having nothing but bad luck with Dell.

How many of you are considering cancelling? I am betting that with a huge influx of cancellations, work hours will be extended (if they haven't already) and computers will be shipped.

 

After seeing that during the first week in August, no status change happened, I knew it would be delayed again.

Seriously, at this point, if I could get a Lenovo down to around the same price as my Dell, I would order, but I can't.

I don't know, maybe I should change the color lid and forget about it.

Edit: Also, I already spoke to "Foojah" or whatever her name was about a week ago, she assured me that she did not see a delay on the order and it would ship by the 6th. She noted another $50 credit on the account. We see how that computer shipped by the 6th. I am not optimistic when I talk to another one, the "executive escalation reps" aren't much more helpful than a normal one.

 

I don't think you should have to compromise to get your computer. They are a business and we are the customer -- we deserve to get what they advertise that we pay for.

I am really really really hoping that the next big thread on this forum is not "Dell 1520 owners who FINALLY got their laptops but are having issues".

What a nightmare. **shaking head**

 

I don't know, I hop over to the Lenovo forum and see that they're having the same types of issues. My option right now is to see if they can get it out soon if I change it to a black lid, and then try to get my $150 + some if I do change it to black. If they sweetened the deal some more, I would probably go to black. I already bought a black case for it, but still want the blue.

 

lol...that was...madd..

The online chat thing, I always find it useless..I feel as if I am always talking to a robot instead of a live person.

 

i feel for you even though mine is a vostro i was delayed twice now.. i have now only recieved 50+50 credit and i dont think ill push it any further. i have a local freind who did after getting 150$ as you did.. he pushed and pushed and today he got a email stating his order was cancelled due to his account having issues (i forget the exact way they stated it), anyway he called and they told him the notebook with all the credits was BELOW their cost and they reserve the right to cancel any order they feel is not "correctly processed" just fyi id be careful.. im trying to get him to post up here he hates forums though lol

 

I don't care, let them cancel it. It'll make my decision to buy something else easier. The only reason I'm holding on now is because of the price with the discounts, and that most laptops I've ever dealt with have been Dell, so I'm used to them.

 

I don't understand you ****ers!!..I mean come on don't be so mother****ing cheap you son of a *****es..don't rob money from dell just becuase you CAN...you cheap mother****ers...same on you...you sluts...