Dell Support Rant Part Deux

Oh boy.  It’s getting better.  I am posting the entire chat log from my session with an online "Dell Sales Specialist.  I realize this is a lot to read.  What I’d like you to notice is the escalation, the sheer dumbfoundedness with which I respond, the anger beginning to build, and then magically, the "reboot" to another person. Also, note the time that I was online chatting…most of which was spent sitting there doing nothing.  In the end, I went to bed.

I will gladly tell you that at the end of this, I did receive an email giving me the answer that although no part number exists anywhere in Dell’dom for what I need apparently, that it’s the exact same thing as another part.  I’ve ordered it and expect to attempt the installation tomorrow. 

Please Dell, learn from this.  I just don’t get how "most people" are satsified with this junk "support".  I was TRYING TO BUY SOMETHING and no one could even let me spend money with you.  I’d pick another computer manufacturer if I believed things would be different with them.  What is the world coming to.

Argh

09/04/2006 08:32:57PM    Session Started with Agent (Mohammed_0195418)
09/04/2006 08:33:07PM    Agent (Mohammed_0195418): "Thank you for contacting Dell XPS Premium Support. My name is Mohammed_Alam and my rep. id. is 95418. May I have your area code and telephone number ?"

09/04/2006 08:33:15PM    doug mitchell: "714357xxxx"

09/04/2006 08:33:18PM    Agent (Mohammed_0195418): "Hi Doug, how are you doing ?"

09/04/2006 08:33:44PM    doug mitchell: "i’m fine thanks. u"

09/04/2006 08:34:03PM    Agent (Mohammed_0195418): "You’re welcome."

09/04/2006 08:35:05PM    Agent (Mohammed_0195418): "How may I help you today ?"

09/04/2006 08:35:38PM doug mitchell: "i have an xps m1210, with AV package and i want the broadband mini card for verizon wireless. i cannot find this part at all on any dell site to order. when i configure a new xps m1210 online, and select this option, i get part number 313-4223 or produc"

09/04/2006 08:36:07PM doug mitchell: "i cannot locate these part numbers or product codes anywhere on dell.com"

09/04/2006 08:36:38PM doug mitchell: "only when i configure a new machine. so whatever the part number i want the internal mini -card for verizon wireless that works in the m1210"

09/04/2006 08:36:59PM Agent (Mohammed_0195418): "You may call Dell Sales at 800 999 3355 and purchase it on phone."

09/04/2006 08:37:59PM doug mitchell: "i tried that, but they said that an "internal card is not available…but i can buy the express card (external). i think they’re wrong so i don’t exactly have faith in that solution."

09/04/2006 08:39:17PM Agent (Mohammed_0195418): "You want to buy internal wireless card, correct ?"

09/04/2006 08:39:33PM doug mitchell: "yes."

09/04/2006 08:40:27PM doug mitchell: "they’re closed at that number right now anyway."

09/04/2006 08:40:35PM doug mitchell: "i’d like to buy this now, online."

09/04/2006 08:41:40PM Agent (Mohammed_0195418): "Please give me sometime, let me try my luck :)"
09/04/2006 08:42:18PM doug mitchell: "ok."

09/04/2006 08:42:57PM doug mitchell: "if u can end up sending me the link to the right part, i’ll buy it now."

09/04/2006 08:44:52PM doug mitchell: "i’ll be right back so please don’t disconnect, just have to run
upstairs."

09/04/2006 08:44:58PM Agent (Mohammed_0195418): "Sure,"

09/04/2006 08:47:18PM doug mitchell: "back"

09/04/2006 08:47:25PM Agent (Mohammed_0195418): "Dough I see that you already have an Internal Wireless card."

09/04/2006 08:48:22PM doug mitchell: "i have the 802.11g wireless card for wireless lan…but i don’t
ahve the broadband verizon wireless card"

09/04/2006 08:49:22PM Agent (Mohammed_0195418): "Are you talking about wireless Express card that goes into the side of the computer ?"

09/04/2006 08:50:49PM doug mitchell: "ok. here’s my very first sentence again."

09/04/2006 08:50:51PM doug mitchell: "i have an xps m1210, with AV package and i want the
broadband mini card for verizon wireless. i cannot find this part at all on any dell site to order. when i configure a new xps m1210 online, and select this option, i get part number 313-4223 or product"

09/04/2006 08:51:48PM doug mitchell: "mini card is the internal mobile broadband solution offered by dell with its partner, verizon. the express card is the external version of this.. i don’t want that."

09/04/2006 08:52:35PM Agent (Mohammed_0195418): "That’s what you have, I’ll tell you the card name, please give me a minute."

09/04/2006 08:53:39PM doug mitchell: "my boss bought 2 m1210’s on the same order i believe. his has the card, mine doesn’t."

09/04/2006 08:54:13PM doug mitchell: "125hkb1 is my service tag"

09/04/2006 08:54:51PM Agent (Mohammed_0195418): "Please give me the Express Service Code from
the bottom of your system."

09/04/2006 08:55:29PM doug mitchell: "2306932237"

09/04/2006 08:57:46PM Agent (Mohammed_0195418): "Please right click on My Computer icon, go to
Propertise, Hardware tab, Device Manager, Network Adapters and tell me what you see under Network Adapters."

09/04/2006 08:59:19PM doug mitchell: "1394 adapter"

09/04/2006 08:59:34PM doug mitchell: "broadcom 440x 10/100 integrated controller"

09/04/2006 08:59:51PM doug mitchell: "intel pro /wireless 3945abg network connection"

09/04/2006 09:00:02PM doug mitchell: "that’s it"

09/04/2006 09:00:26PM Agent (Mohammed_0195418): "OK"

09/04/2006 09:02:13PM Agent (Mohammed_0195418): "Are you talking about PCMCIA card ?"

09/04/2006 09:04:42PM Agent (Mohammed_0195418): "What will you do with the card that you want ?"

09/04/2006 09:04:48PM doug mitchell: "sir. how much more clear can i be. this machine takes EXTERNAL pc express cards (available directly from verizon wireless and thus, i wouldn’t have to call u)"

09/04/2006 09:05:38PM doug mitchell: "this laptop doesn’t take "pc cards" or "pcmcia cards" it takes the smaller pc express style cards. i want the INTERNAL 5700 MOBILE BROADBAND option that dell sells with this model of laptop."

09/04/2006 09:06:30PM doug mitchell: "i’ve given the part number 313-4223 that dell uses on it’s own web site."

09/04/2006 09:06:53PM Agent (Mohammed_0195418): "Please give me somemore time."

09/04/2006 09:06:59PM doug mitchell: "is this part not available? is it a different part # for new configurations versus upgrades?"

09/04/2006 09:10:47PM Agent (Mohammed_0195418): "Please give me somemore time Doug, I am
looking for the card in the website."

09/04/2006 09:11:40PM doug mitchell: "good luck. i cannot find it. there are 4 parts listed when u drill down. none of them have the right partner number, and none list the XPS as being "compatible""

09/04/2006 09:25:59PM doug mitchell: "anything?"

09/04/2006 09:28:42PM Agent (Mohammed_0195418): "I need some more time please however may I know if you have a camera on the system ?"

09/04/2006 09:29:39PM doug mitchell: "yes. again. i’ll refer to sentence 1. i have an xps m1210, with AV package. The AV package has the camera."

09/04/2006 09:30:20PM Agent (Mohammed_0195418): "Oh yes, you told me that earlier, I am sorry."

09/04/2006 09:42:33PM Agent (Mohammed_0195418): "Doug I need some more time please, I am still searching for the part on the website."

09/04/2006 09:43:07PM doug mitchell: "That’ s fine…but I really need to go to bed. it’s been over 1:15 on this session. can u please just keep me connected and get me an answer. i’ll check back in the morning. thanks but i just can’t stay on here anymore."

09/04/2006 09:44:34PM Agent (Mohammed_0195418): "OK"

09/04/2006 10:30:25PM Session Started with Agent (Hemanth_0178831)

09/04/2006 10:30:53PM Agent (Hemanth_0178831): "Thank you for contacting Dell XPS Premium Technical Support. My name is Hemanth and Rep Id is 78831 ."

09/04/2006 10:30:53PM Agent (Hemanth_0178831): "May I have your telephone number, along with the area code?"

09/04/2006 10:34:03PM Agent (Hemanth_0178831): "Doug , Are we connected ?"

09/04/2006 10:35:30PM Agent (Hemanth_0178831): "As there is no response , I will be ending this chat session. If you need additional support, please contact us at http://www.support.dell.com. We will be more than happy to assist you."

09/04/2006 10:35:43PM Agent (Hemanth_0178831): "Thank you for contacting DELL XPS Premium Technical Support and allowing me the opportunity to assist you. If you still feel that there are additional DELL Hardware related concerns that need to be addressed, please contact us again at 1-800-624-9896 or C"

09/04/2006 10:35:44PM Session Ended

Comments

comments

One thought on “Dell Support Rant Part Deux”

Leave a Reply

Your email address will not be published. Required fields are marked *