Giant wall of text incoming. Basically, it's my chat first with a Dell CSR then the manager. Tried to pull the "I WILL NEVER BUY ANYTHING FROM DELL EVER AGAIN" card. Didn't work. Canceled, bought the BestBuy BFG's.
2:39:44 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
2:39:44 PM System System
Connected with Sophia DSilva
2:39:44 PM Agent Sophia DSilva
Thank you for contacting Dell Customer Service Chat. My name is Sophia. How may I help you?
2:40:34 PM Agent Sophia DSilva
Hi Twubear.
2:42:15 PM Agent Sophia DSilva
I have not received a response in over a minute. To ensure that I have addressed all your questions or concerns, please respond within the next two minutes to allow the system to continue our chat.
2:42:37 PM Customer Twubear
Hello
2:42:46 PM Customer Twubear
I would like to know the status of my order.
2:42:50 PM Agent Sophia DSilva
How may I assist you?
2:43:39 PM Agent Sophia DSilva
I would be glad to check the status for you.
2:43:45 PM Agent Sophia DSilva
May I have your order number?
2:43:55 PM Customer Twubear
942339329
2:44:25 PM Agent Sophia DSilva
Thank you.
2:44:25 PM Agent Sophia DSilva
Please verify the complete customer name as it appears on the order details?
2:44:51 PM Customer Twubear
Twubear Twu
2:45:30 PM Agent Sophia DSilva
Thank you for the verification.
2:45:40 PM Agent Sophia DSilva
Is your current email address
twubear@pie.us?
2:45:58 PM Customer Twubear
Yes
2:46:05 PM Agent Sophia DSilva
Thank you so much for the prompt reply.
2:46:15 PM Agent Sophia DSilva
Twubear, this order is estimated to ship on or before 12/19/2007.
2:47:16 PM Customer Twubear
Are you sure? I spoke with two other CSR's this morning. One said that the part is discontinued and that it would be best that I cancel my order. Another said that it was estimated to ship in three to four weeks. Which is it? I have contacted Dell Customer Service many times about this and every single time, it is a different answer.
2:48:15 PM Agent Sophia DSilva
Yes, the item was back ordered and 12/19/2007 is the recent date given to us by Vendor.
2:48:45 PM Customer Twubear
Can you explain this?
2:48:46 PM Customer Twubear
12/11/2007 01:23:03PM Agent (Neha Goel): "Vic, I have checked the records and I apologize as this part number has been deactivated."
12/11/2007 01:23:31PM Agent (Neha Goel): "I request you to please cancel this order and place a new order for a substituted item with our Sales Department."
2:49:40 PM Agent Sophia DSilva
Twubear, that is the estimated ship date given to us by Vendor. So there is all possibility the item will ship to you.
2:49:55 PM Agent Sophia DSilva
If there is any delay you will be notified.
2:50:35 PM Customer Twubear
Can I be escalated to someone that can give me some clarification as to why I have received so many different answers to my order status. For all I know, my order will NEVER be shipped. This is unprofessional, unpractical and is wreaking havoc on me.
2:51:25 PM Customer Twubear
This is my fifth or sixth time contacing tell, and this is the fifth or sixth different answer I have received.
2:51:25 PM Agent Sophia DSilva
Currently, the item is back ordred and only 3600 units will arrive 12/17.
2:51:40 PM Agent Sophia DSilva
So there is all possibility the order might ship on or before the ship date given.
2:51:51 PM Agent Sophia DSilva
I am sorry for the inconvenience caused to you in this matter.
2:51:52 PM Customer Twubear
Will my order be included in those 3600 units?
2:52:05 PM Agent Sophia DSilva
I will not be able to commit on ship date.
2:52:43 PM Customer Twubear
Then can you escalate me to someone who can give me more clarification? I want some solid answers on my status. I've been given the runaround by Dell for over two weeks now.
2:52:58 PM Customer Twubear
I LOVE Dell and have had many successful purchase in the past with which I am very pleased.
2:53:03 PM Customer Twubear
However, this is unacceptable.
2:53:25 PM Agent Sophia DSilva
I will not be able to check if it will be included or not.
2:53:35 PM Agent Sophia DSilva
Every effort will be made to complete the order.
2:53:50 PM Customer Twubear
Can you forward me to someone that has more knowledge on this?
2:54:25 PM Agent Sophia DSilva
This is the same information you are going to get from all at Dell.
2:54:52 PM Agent Sophia DSilva
We can only see that the vendor has given the estimated ship date as 12/19/2007.
2:54:57 PM Customer Twubear
That's what I've heard from the past from other Dell representatives. Yet the information you gave me today, is much different from any other information I have received from the FOUR other reps that I have spoken with.
2:55:30 PM Agent Sophia DSilva
Yes, you are right. This information is updated by our vendor on 12/11/2007.
2:55:40 PM Agent Sophia DSilva
So this is a recent update.
2:56:08 PM Customer Twubear
This was updated within the last three hours? The last Dell rep I spoke to was at 12:15PM PDT on 12/11/07.
2:56:49 PM Customer Twubear
I have spoken with Neha Goel, Richard, Vishal and two other reps on the telephone.
2:57:11 PM Agent Sophia DSilva
This information is updated by the vendor at 12/11/2007 12:49:12 CST.
2:57:26 PM Agent Sophia DSilva
Have I been able to answer your questions to your satisfaction in this chat?
2:57:38 PM Customer Twubear
No, I have asked repeatedly to be forwarded to someone of higher authority.
2:58:16 PM Agent Sophia DSilva
Certainly, you can speak to my supervisor. But even he will be able to give you the same information which I gave.
2:58:32 PM Customer Twubear
Yes, I would like to speak to your supervisor about the above reps.
2:59:16 PM System System
You are being transferred to another Agent. Please stand by...
2:59:16 PM System System
Sophia DSilva has left this session!
2:59:21 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
2:59:21 PM System System
Connected with Sup Sandeep Goswami
2:59:37 PM Customer Twubear
Hello.
3:01:26 PM Agent Sup Sandeep Goswami
Hi Twubear, this is Sandeep
3:01:30 PM Customer Twubear
Hello.
3:02:46 PM Customer Twubear
Hello? Sandeep?
3:03:24 PM Customer Twubear
Are you there?
3:04:06 PM Agent Sup Sandeep Goswami
I'm here
3:04:21 PM Agent Sup Sandeep Goswami
I was just going through your records
3:04:34 PM Customer Twubear
I see, okay. Please continue, I will wait.
3:06:42 PM Agent Sup Sandeep Goswami
Ok, its regarding the order for the Video card
3:06:52 PM Customer Twubear
Yes, in part.
3:06:57 PM Agent Sup Sandeep Goswami
and the concern is
3:07:12 PM Agent Sup Sandeep Goswami
that you have been given different information by different people
3:07:17 PM Agent Sup Sandeep Goswami
I understand that
3:07:21 PM Customer Twubear
Yes, I feel that I have been given the run around here at Dell.
3:07:27 PM Agent Sup Sandeep Goswami
I'll explain you who it happens
3:07:42 PM Agent Sup Sandeep Goswami
I'll explain you why it happens
3:07:48 PM Customer Twubear
Okay, I'm listening.
3:08:07 PM Agent Sup Sandeep Goswami
Since its a product manufactured by a different company other than Dell
3:08:17 PM Agent Sup Sandeep Goswami
and when its out of stock
3:08:47 PM Agent Sup Sandeep Goswami
we send request to the manufacturer to ship us more of the same product/s
3:09:10 PM Customer Twubear
Mmhmm.
3:09:27 PM Agent Sup Sandeep Goswami
and is they are also out of stock or have temporarily
3:09:32 PM Agent Sup Sandeep Goswami
stopped manufactured
3:09:47 PM Agent Sup Sandeep Goswami
the product
3:10:02 PM Agent Sup Sandeep Goswami
They would give us an estimated date
3:10:27 PM Agent Sup Sandeep Goswami
and once is every day/two or three days
3:10:37 PM Agent Sup Sandeep Goswami
requests are sent to the manufacturer
3:10:42 PM Agent Sup Sandeep Goswami
to ship out the product
3:11:02 PM Agent Sup Sandeep Goswami
and they may provide us with different and updated estimated ship date/s
3:11:14 PM Agent Sup Sandeep Goswami
which we in turn provide to you
3:11:15 PM Customer Twubear
I see. So in the past three hours, there have been three updates from MSI?
3:11:30 PM Agent Sup Sandeep Goswami
No that is not possible
3:12:40 PM Agent Sup Sandeep Goswami
The updated estimated ship date is 12/19/2007
3:12:49 PM Customer Twubear
Then that would go to explain the different updates I received over the past two weeks. But that would not explain the answers I got from Neha Goel, a phone rep and Sophia.
3:13:22 PM Agent Sup Sandeep Goswami
I would go through the chat logs and the case documentation/s
3:13:38 PM Customer Twubear
I came to this chat with every intention to cancel my order as I have brought my business elsewhere as Dell has utterly failed me. Then I am told the product is now expected to ship on the 19th.
3:13:41 PM Customer Twubear
Here is the log from this morning.
3:13:47 PM Agent Sup Sandeep Goswami
and provide necessary feedback to the concerned customer care person/s
3:13:57 PM Customer Twubear
Agent (Neha Goel): "Vic, I have checked the records and I apologize as this part number has been deactivated."
12/11/2007 01:23:31PM Agent (Neha Goel): "I request you to please cancel this order and place a new order for a substituted item with our Sales Department."
3:15:07 PM Agent Sup Sandeep Goswami
I can understand your frustration now
3:15:17 PM Agent Sup Sandeep Goswami
I would definitely take it up
3:15:27 PM Agent Sup Sandeep Goswami
and provide required feedback to her
3:15:37 PM Customer Twubear
To whom?
3:15:57 PM Agent Sup Sandeep Goswami
Agent (Neha Goel):
3:16:10 PM Customer Twubear
How am I as a customer supposed to contact her directly?
3:16:57 PM Agent Sup Sandeep Goswami
Well as of now there is no option to contact a particular customer care person
3:17:29 PM Customer Twubear
Then why would you suggest that I take it up and provide feedback to her if I have no way of contacting her? Doesn't that seem somewhat silly?
3:17:52 PM Agent Sup Sandeep Goswami
No what I meant was
3:18:02 PM Agent Sup Sandeep Goswami
I would provide the feedback to her
3:18:14 PM Customer Twubear
I see. Okay.
3:19:27 PM Customer Twubear
Regardless, unforunately, I have taken my business elsewhere and will not be conducting my future purchases with Dell. Can you please cancel my order?
3:19:55 PM Agent Sup Sandeep Goswami
I really apologize for this negative experience
3:20:04 PM Customer Twubear
My first computer was a Dell back in 200 and I am sad to say that the mighty sure have fallen.
3:20:04 PM Agent Sup Sandeep Goswami
If you wish to cancel your order
3:21:41 PM Customer Twubear
Back in 2000*
3:22:14 PM Agent Sup Sandeep Goswami
I really wish I was able to help you with this
3:23:00 PM Customer Twubear
I was offered free Next-Day shipping and $25 compensation on my order, which was nice. But those things do not help on an order that I will never receive.
3:23:11 PM Customer Twubear
I have wasted my time, energy and efforts on this matter and with Dell.
3:24:19 PM Agent Sup Sandeep Goswami
Im sorry about that
3:24:29 PM Agent Sup Sandeep Goswami
We cannot change the shipping method
3:24:43 PM Agent Sup Sandeep Goswami
after an order is placed
3:24:49 PM Agent Sup Sandeep Goswami
even if we do
3:25:03 PM Agent Sup Sandeep Goswami
the change might not reflect with the carrier
3:25:22 PM Customer Twubear
Wow... That leaves me pretty speechless. I was not asking that you do, I was telling you that other CSR's upgraded my shipping already and I was offered the $25 compensation. Which I appreciated, I really did.
3:25:41 PM Customer Twubear
However, those acts of kindness from Dell do not help when the order is never fulfilled.
3:25:49 PM Agent Sup Sandeep Goswami
Well who offered you that compensation, because
3:26:09 PM Agent Sup Sandeep Goswami
we cannot offer any compensation for any backorder issues
3:26:30 PM Customer Twubear
Let me see if that chat log is in my records on this computer. Can you wait ~5 minutes please?
3:26:49 PM Agent Sup Sandeep Goswami
ok
3:31:03 PM Customer Twubear
Okay, let's see... I have...
3:31:37 PM Customer Twubear
12/05/2007 06:02:01PM Agent (Vishal Khanna): "Keeping in perspective, the unwillingly caused inconvenience to you thus far, I will be happy to make an exception and going out of way to offer you a compensation for $25.00."
12/05/2007 06:02:52PM Agent (Vishal Khanna): "I have taken the permission from my manager to process the request for you."
12/05/2007 06:03:04PM Agent (Vishal Khanna): "How does that sound to you?"
3:34:47 PM Customer Twubear
Was this kind gesture also just a method to get me off of the line? If that was the case, Dell has become far more of a disappointment than I had originally anticipated...
3:35:40 PM Agent Sup Sandeep Goswami
I understand
3:35:50 PM Agent Sup Sandeep Goswami
that and have checked the whole session
3:36:05 PM Agent Sup Sandeep Goswami
the credit since it was offered we would go ahead and entertain that
3:36:25 PM Agent Sup Sandeep Goswami
Please email me at
sandeep_goswami@dell.com
3:36:35 PM Agent Sup Sandeep Goswami
after you receive the order so that we can issue that
3:36:43 PM Agent Sup Sandeep Goswami
but shipping method even if we change
3:36:50 PM Customer Twubear
Well, I no longer want the order. I would like to cancel the entire order please.
3:36:58 PM Customer Twubear
I have already taken my business to another company
3:37:05 PM Agent Sup Sandeep Goswami
Well if thats your final decision