CHAT SESSION WHERE DELL SUPPORT IS SYNONYMOUS WITH DEAD END.
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{ronald villanueva 6:49:02 PM} NEED TO TALK TO SOMEONE WHO IS ABOVE A SUPERVISOR LEVEL re: A VERY LONG OUTSTANDING ISSUE THAT FINALLY A SUPERVISOR PHONED ME TO SEND APOLOGIES AND EXPLICITLY PROMISED ME THAT I WILL BE CONTACTED BY DELL THE FOLLOWING DAY TO FINALLY RESOLVE MY ISSUE. IT HAS BEEN DAYS AND NEVER GOT A SINGLE CALL. TO ADD INSULT TO INJURY WHEN I AIRED MY CONCERNS AND TRUTHFULLY STATED THAT SUPPORT IS BELOW PAR I GET BANNED FROM THE COMMUNITY FORUM. WAS I JUST BEING GIVEN SOME LIP SERVICE BY THE "SUPERVISOR" WHO CALLED ME?
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{ronald villanueva 6:52:49 PM} HI
{Katrina 6:53:02 PM} Thank you for contacting Dell Hardware Support. My name is Katrina.
{Katrina 6:53:05 PM} May I have your telephone number as on our records while I review your question?
{ronald villanueva 6:53:27 PM} (415) xxx-xxxx
{ronald villanueva 6:54:46 PM} BTW, ARE YOU RANKED HIGHER THAN A SUPERVISOR?
{Katrina 6:54:51 PM} Thank you for the information and I hope you are doing good!
{Katrina 6:55:20 PM} Kindly give me a minute to understand the problem your facing.
{ronald villanueva 6:56:20 PM} LET'S DO AWAY WITH THE PLEASANTRIES. THAT IS THE ONLY THING CONSISTENT WITH SUPPORT. JUST REDIRECT YOUR ENERGY TO HELPING CUSTOMERS PLEASE.
{Katrina 7:02:38 PM} Thank you for your patience.
{Katrina 7:03:02 PM} Let me put you across to my Manager right away if you would like.
{ronald villanueva 7:03:20 PM} DEFINITELY
{Katrina 7:04:25 PM} Please give me a moment while I transfer the chat to him.
{ronald villanueva 7:04:39 PM} OK
{Akbar_Nassar 7:05:51 PM} Hi Ronald ,this is Nassar the Supervisor, how may I help you ?
{ronald villanueva 7:06:51 PM} DO ME A FAVOR AND JUST READ THRU ALL CORRESPONDENCE I HAD WITH YOU PEOPLE.
{ronald villanueva 7:07:22 PM} JUST REITERATING IT EVERYTIME MAKES ME SICK
{Akbar_Nassar 7:09:13 PM} As I see that the last time you called up was 2 weeks back
{Akbar_Nassar 7:09:20 PM} issue with reinstalling drivers
{Akbar_Nassar 7:09:25 PM} is it right ?
{Akbar_Nassar 7:09:51 PM} you had reinstalled OS and wanted help in installing the drivers
{ronald villanueva 7:12:15 PM} PART OF IT. MY CD-ROM HAS ALWAYS BEEN ACTING UP AND THAT WAS THE LAST RESORT TO NO AVAIL. IT SEEMED THAT A SUPERVISOR NOTICED THAT THIS WAS A LONG OUTSTANDING ISSUE THAT HAS NOT BEEN RESOLVED, I GOT A CALL FROM HIM AND TOLD ME THAT I WILL BE HELPED. I TOOK THE DAY OFF JUST TO WAIT FOR THE PHONE CALL SINCE MY WARRANTY IS ABOUT TO EXPIRE
{ronald villanueva 7:12:57 PM} ITS HAS BEEN DAYS AND I NEVER GOT A CALL
{Akbar_Nassar 7:15:53 PM} give me 2-3 minutes to got throug the case
{ronald villanueva 7:15:54 PM} COULD I CHAT WITH A PERSON NEXT IN COMMAND AFTER YOU?
{Akbar_Nassar 7:17:33 PM} I see that a person from Dell had tried calling you up
{Akbar_Nassar 7:17:47 PM} at this no. I see that 415-xxx-xxxx
{Akbar_Nassar 7:18:30 PM} it said that line is disconnected
{ronald villanueva 7:18:40 PM} WHEN AND DID THEY LEAVE ANY MESSAGE? APPARENTLY I DID NOT GET ANY CALL.
{Akbar_Nassar 7:19:03 PM} 415- xxx-xxxx, this is the no they have called up
{ronald villanueva 7:19:10 PM}
BIG BOLD LIE!
{Akbar_Nassar 7:20:15 PM} they have tried twice on this number.
{Akbar_Nassar 7:20:28 PM} please let me know what can I do to help resolve the issue.
{Akbar_Nassar 7:20:37 PM} I understand the issue you are facing with the computer. I will ensure that this issue is resolved to your satisfaction.
{ronald villanueva 7:21:01 PM}
WOULD YOU LIKE ME TO CONTACT MY PHONE CARRIER AND HAVE THEM ATTEST TO THE FACT THAT MY PHONE HAS NEVER BEEN DISCONNECTED?
{ronald villanueva 7:21:40 PM} IS THIS ANOTHER LIP SERVICE?
{Akbar_Nassar 7:22:09 PM} How may I help you in getting the issue resolved.
{Akbar_Nassar 7:22:26 PM} I see that you have a DVD / cd-rw
{ronald villanueva 7:22:43 PM}
I CAN PROVE THAT MY PHONE HAS NEVER BEEN DISCONNECTED AND THAT YOU GUYS USE LIES AS A ROUTINE FOR CUSTOMER SUPPORT
{Akbar_Nassar 7:22:48 PM} are you facing a issue with this ?
{ronald villanueva 7:24:06 PM} YES.........DO NOT DISREGARD THE "LIE" ISSUE THOU.......THIS SEEMS TO BE WHERE THE PROBLEM USUALLY ARISE.
{Akbar_Nassar 7:25:22 PM} I see a case where a person has called up from Dell and had followed it up with a mail. On 9/4/05 .
{Akbar_Nassar 7:25:32 PM}
I cant comment on that further.
{Akbar_Nassar 7:25:59 PM} I am here to help you out ,Ronald.
{Akbar_Nassar 7:26:04 PM} can we go ahead ,please
{ronald villanueva 7:26:14 PM} THEN LET ME CHAT TO SOMEBODY HIGHER THAN YOU. I JUST KNOW THAT I WILL NOT GET ANY HELP FROM YOU.
{Akbar_Nassar 7:26:32 PM} Escalations end at my level,Ronald.
{Akbar_Nassar 7:26:41 PM} How may I help you ?
{ronald villanueva 7:27:41 PM} THEN I GUESS I AM SCREWED. IT IS OK. I ALRAEDY HAVE RESIGNED TO THE FACT THAT I GOT A BAD DEAL.
{Akbar_Nassar 7:28:12 PM} please let me know about the issue Ronald I am here to help you out.
{Akbar_Nassar 7:28:28 PM} You facing an issue with CD ROM?
{Akbar_Nassar 7:28:46 PM} I can have the issue resolved for you
{ronald villanueva 7:29:40 PM} NEED TO TALK TO SOMEONE WHO IS ABOVE A SUPERVISOR LEVEL re: A VERY LONG OUTSTANDING ISSUE THAT FINALLY A SUPERVISOR PHONED ME TO SEND APOLOGIES AND EXPLICITLY PROMISED ME THAT I WILL BE CONTACTED BY DELL THE FOLLOWING DAY TO FINALLY RESOLVE MY ISSUE. IT HAS BEEN DAYS AND NEVER GOT A SINGLE CALL. TO ADD INSULT TO INJURY WHEN I AIRED MY CONCERNS AND TRUTHFULLY STATED THAT SUPPORT IS BELOW PAR I GET BANNED FROM THE COMMUNITY FORUM. WAS I JUST BEING GIVEN SOME LIP SERVICE BY THE "SUPERVISOR" WHO CALLED ME?
{ronald villanueva 7:30:22 PM} DO I HAVE TO GO THRU THIS CHARADE AGAIN?
{Akbar_Nassar 7:31:04 PM} You still havent told me about the issue ,Ronald.
{Akbar_Nassar 7:31:24 PM} You have mentioned about Supervisor calling you up .
{Akbar_Nassar 7:31:39 PM} Please let me know about the issue,
{Akbar_Nassar 7:31:48 PM} so that I can help you resolve it
{ronald villanueva 7:31:56 PM} DID YOU NOT JUST TELL ME EARLIER THAT YOU UNDERSTOOD THE ISSUE? I DO NOT GET IT.
{Akbar_Nassar 7:32:24 PM} please make it clear ,Ronald
{ronald villanueva 7:32:36 PM} LOOK AT 7:20:37....CASE AND POINT....I WILL NOT GET HELP FROM YOU.
{Akbar_Nassar 7:33:17 PM} As I see that the last time you called up was 2 weeks back for driver install.
{Akbar_Nassar 7:33:21 PM} Please confirm
{Akbar_Nassar 7:33:48 PM} and after that during the start of this chat you told issue with CD rom
{Akbar_Nassar 7:34:03 PM} please provide with more info regarding the issue,
{ronald villanueva 7:34:41 PM} THIS SEEMS TO BE POINTLESS. I WAS TOLD BY THE SUPERVISOR WHO CALLED ME THAT I WILL GET A CALL AND BE GIVEN INSTRUCTIONS ON HOW TO MAIL MY COMP TO BE SERVICED.
{Akbar_Nassar 7:35:42 PM} I see 4 case logs that customer was not reachable,Ronald.
{Akbar_Nassar 7:36:06 PM} they have tried calling up ,2 customer was not reachable and twice line was out of service.
{ronald villanueva 7:36:13 PM} I GUESS I WILL GET THAT CALLBACK WHEN MY WARRANTY HAS EXPIRED. JUST TELL ME POINT BLANK IF THIS IS THE CASE AND I WILL ACCEPT IT AND NOT WASTE ANY OF MY TIME ANYMORE.
{ronald villanueva 7:36:56 PM} AGAIN.....LIE! LIE! LIE!
{Akbar_Nassar 7:37:29 PM} Please help me out to know what the issue is in detail,Ronald.
{ronald villanueva 7:37:32 PM} I TOOKJ THE DAY OFF FOR GOD'S SAKE. WHY WOULD I NOT BE REACHABLE.
{Akbar_Nassar 7:38:30 PM} the date was on 9/4/05
{Akbar_Nassar 7:38:59 PM} Please help me out to know what the issue is in detail,Ronald. So that I can help you further.
{ronald villanueva 7:39:12 PM} DON'T YOU UNDERSTAND? I AM NOT REFERRING TO THAT CALL. I WAS REFERRING TO A CALL BY A SUPERVISOR.
{Akbar_Nassar 7:39:32 PM} Please help me out to know what the issue is in detail,Ronald. So that I can help you further.
{ronald villanueva 7:39:41 PM} READ MY INITIAL COMMUNICATION AT THE VERY TOP!
{Akbar_Nassar 7:40:00 PM} the case log was by a Supervisor.
{ronald villanueva 7:40:56 PM} HERE, LET ME HELP YOU...{ronald villanueva 7:29:40 PM} NEED TO TALK TO SOMEONE WHO IS ABOVE A SUPERVISOR LEVEL re: A VERY LONG OUTSTANDING ISSUE THAT FINALLY A SUPERVISOR PHONED ME TO SEND APOLOGIES AND EXPLICITLY PROMISED ME THAT I WILL BE CONTACTED BY DELL THE FOLLOWING DAY TO FINALLY RESOLVE MY ISSUE. IT HAS BEEN DAYS AND NEVER GOT A SINGLE CALL. TO ADD INSULT TO INJURY WHEN I AIRED MY CONCERNS AND TRUTHFULLY STATED THAT SUPPORT IS BELOW PAR I GET BANNED FROM THE COMMUNITY FORUM. WAS I JUST BEING GIVEN SOME LIP SERVICE BY THE "SUPERVISOR" WHO CALLED ME?
{Akbar_Nassar 7:41:25 PM} Please help me out to know what the issue is in detail,Ronald. So that I can help you further.
{Akbar_Nassar 7:42:32 PM} Its been close to an hour and we still havent gone any where. Please do help me what exactly is the issue so that we can resolve it .
{ronald villanueva 7:43:46 PM} I THOUGHT YOU SAID YOU UNDERSTOOD THE ISSUE? {Akbar_Nassar 7:20:37 PM} I understand the issue you are facing with the computer. I will ensure that this issue is resolved to your satisfaction.
{Akbar_Nassar 7:44:26 PM} Pleas ebe clear as I said ,Ronald
{Akbar_Nassar 7:44:44 PM} i see case log related to driver installation the last time you called up
{ronald villanueva 7:44:56 PM} DUDE. DID YOU GO THRU MY CASE
{Akbar_Nassar 7:45:03 PM} during this conversation you have told on going issue with cd
{Akbar_Nassar 7:45:24 PM} are you able to see the cd drive in "My computer "
{Akbar_Nassar 7:46:30 PM} are you able to see the cd drive in "My computer " ?
{Akbar_Nassar 7:47:02 PM} Are you with the system right now?
{Akbar_Nassar 7:47:17 PM} Are you chatting from the system with the issue?
{ronald villanueva 7:47:44 PM} WITH DUE RESPECT, I HAVE GONE THRU ALL THE FIXES BY CHAT, PHONE SUPPORT RE: THIS ISSUE. IT HAS NOT BEEN RESOLVED YET THAT WAS WHY A SUPERVISOR CALLED ME AND STATED THAT I WILL GET A CALL FOR INSTRUCTIONS TO MAIL MY COMPUTER TO A SERVICE CENTER.
{ronald villanueva 7:48:34 PM} WHAQT PART OF THIS DO YOU NOT UNDERSTAND?
{Akbar_Nassar 7:48:44 PM} you want to send the system to service ,than I can set it up for you
{ronald villanueva 7:49:25 PM} BINGO! TOOK MORE THAN AN HOUR HUH?
{Akbar_Nassar 7:50:17 PM} that's what I have been asking for so long ,Ronald
{Akbar_Nassar 7:50:45 PM} please confirm the shipping address,
{ronald villanueva 7:50:51 PM} THAT IS WHY I AM REQUESTING FOR SOMEONE ELSE ASIDE FROM YOU WHO HAS A BETTER COMPREHENSION OF WHAT NIS REALLY GOING ON.
{ronald villanueva 7:51:18 PM} UNFORTUNATELY I DO NOT TRUST YOU......
{ronald villanueva 7:52:16 PM} I DO NOT WANT TO HAVE MY COMPUTER LOST TO SIMPLY PUT IT.
{Akbar_Nassar 7:52:27 PM} as I don't see any log stating about service centre
{ronald villanueva 7:52:53 PM} IS THERE A WAY YOU COULD TRANSFER THIS CHAT TO A CALL CENTER IN THE U.S.A.
{Akbar_Nassar 7:53:21 PM} you need to call up 1-800-624-9896
{Akbar_Nassar 7:53:48 PM} but we cant confirm that the call will land up in US.
{Akbar_Nassar 7:53:56 PM} it may be routed any where.
{ronald villanueva 7:54:01 PM} YOU DO NOT SEE A LOG? ARE YOU TRYING TO IMPLY THAT THE CALL I GOT FROM A DELL SUPERVISOR WAS JUST LIP SERVICE?
{Akbar_Nassar 7:54:06 PM} Please confirm the shipping address
{Akbar_Nassar 7:54:24 PM} so that I can give you a reference for the same.
{ronald villanueva 7:55:08 PM} xxxxxxxxxxxxxxxxx, SAN FRANCISCO, CA xxxxx
{Akbar_Nassar 7:55:41 PM} please confirm the phone number
{ronald villanueva 7:56:16 PM} {ronald villanueva 6:53:27 PM} (415) 336-0482
{Akbar_Nassar 7:56:45 PM} thank you ,Ronald
{Akbar_Nassar 7:57:01 PM} give me 3 minutes to create the dispatch
{ronald villanueva 7:57:52 PM} HAVE YOU NOTICED ME JUST DOING A CUT AND PASTE IN HERE? TO MAKE A POINT THAT YOU GUYS DO NOT REALLY KNOW WHAT IS GOING ON.
{ronald villanueva 7:58:02 PM} GOT THE DRIFT?
{Akbar_Nassar 7:58:49 PM} we need to have a better understanding out here ,Ronald to help resolve the issue.
{Akbar_Nassar 7:59:01 PM} its clear that you have given the phone number.
{Akbar_Nassar 7:59:22 PM} I wanted to confirm the same.
{Akbar_Nassar 7:59:44 PM} As I see that 4 times guys from Dell were not able to reach that number.
{ronald villanueva 7:59:55 PM} CASE AND POINT. I REST MY CASE.
{ronald villanueva 8:00:42 PM} ARE YOU REFERRING TO A FOLLOW UP CALL BY THE SUPERVISOR?
{Akbar_Nassar 8:01:20 PM} Please make a note of the reference number for the dispatch # xxxx
{Akbar_Nassar 8:01:42 PM} You will be receiving a box from Dell along with a way bill number.
{Akbar_Nassar 8:02:00 PM} Please follow the instructions on the box and send the system to the depot.
{ronald villanueva 8:02:33 PM} WILL I GET THIS BEFOR MY WARRANTY EXPIRES? AM I GUARANTEED THAT IT WILL NOT GET LOST?
{Akbar_Nassar 8:03:15 PM} As this is an on going issue within the warranty period
{Akbar_Nassar 8:03:37 PM} we will see to that when you get the system back it is working fine.
{Akbar_Nassar 8:03:54 PM} if not we will see to that it is covered
{Akbar_Nassar 8:04:01 PM} and the issue is resolved
{Akbar_Nassar 8:04:21 PM} Dell takes care of the pick up of the system.
{ronald villanueva 8:04:23 PM} I HEARED THAT BEFORE.
{Akbar_Nassar 8:05:21 PM} is there any thing else I can help you with ?
{ronald villanueva 8:05:42 PM} IS THERE A PLACE THAT I COULD PERSONALLY TAKE IT? REALLY DO NOT TRUST THE SERVICE. JUST MAKING A VALID POINT AFTER READING POSTS IN THE COMMUNITY FORUMS.
{Akbar_Nassar 8:06:15 PM} You can get in touch with the Dell Corporate office. Ronald
{ronald villanueva 8:06:37 PM} A LOT OF CUSTOMERS LOST THEIR COMPUTER AND TILL THIS DAY, THOSE WERE NEVER RESOLVED.
{Akbar_Nassar 8:06:48 PM} You can get in touch with the Dell Corporate office. Ronald
{ronald villanueva 8:06:59 PM} HOW?
{Akbar_Nassar 8:07:02 PM} I can provide with the no's, Ronald
{Akbar_Nassar 8:07:07 PM} give me a minute.
{Akbar_Nassar 8:07:38 PM} 512-xxx-xxxx
{Akbar_Nassar 8:07:59 PM} is there any thing else I can help you with ?
{ronald villanueva 8:08:18 PM} REALITY CHECK...YOU WILL NOT GET ANY RESPONSE FROM THE CORPORATE OFFICE....READ THE COMMUNITY FORUM.
{ronald villanueva 8:08:43 PM} YOU ARE JUST GIVING ME A DEAD END.
{Akbar_Nassar 8:10:25 PM} that's the maximum that I can do out here ,Ronald.
{ronald villanueva 8:10:55 PM} FIGURES...MY POINT EXACTLY.
{Akbar_Nassar 8:11:14 PM} I cant comment on that Ronald.
{ronald villanueva 8:11:48 PM} HAHAHA...............
{ronald villanueva 8:12:45 PM} AT LEAST I GOT A GOOD LAUGH OUT OF THIS CHAT THIS TIME. THANKS AKBAR.
{ronald villanueva 8:13:39 PM} NOW YOU KNOW WHY I WAS VERY PESSIMISTIC EARLIER.......I UNDERSTAND, YOU ARE JUST DOING YOUR JOB.
{ronald villanueva 8:14:41 PM} ANY OTHER CORPORATE SLOGAN YOU CAN SPARE? THAT'S THE LEAST YOU COULD DO FOR ME.
{Akbar_Nassar 8:16:59 PM} Ronald,I do understand your concern,I would feel the same too.
{ronald villanueva 8:18:28 PM} THANKS FOR THE MORAL SUPPORT AKBAR. THIS TIME I MEAN IT.
{Akbar_Nassar 8:18:33 PM} I can understand that you want the issue to be resolved as soon as possible.I am sure you understand too that without your cooperation we will not be able to resolve the issue as soon as possible
{Akbar_Nassar 8:19:47 PM} I do appreciate cooperation extended by you
{Akbar_Nassar 8:19:55 PM} *the
{Akbar_Nassar 8:20:45 PM} If you do have any further questions or concerns please do get back to us and we will assist you
{ronald villanueva 8:20:48 PM} I TAKE MY HAT OFF FOR THE CONSISTENCY ACCORDED TO ME. CONSISTENCY FOR GIVING OUT APOLOGIES AND THANK YOU'S.
{ronald villanueva 8:21:25 PM} MOST OF ALL, THANKS AGAIN FOR THE MORAL SUPPORT.
{Akbar_Nassar 8:21:38 PM} You're welcome
{ronald villanueva 8:21:45 PM} I LOOK FORWARD TO IT.
{Akbar_Nassar 8:23:27 PM} I hope that this chat interaction has been able to resolve all your concerns.If you still feel that there are additional concerns that need to be addressed, please contact us again at
http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs. We will be more than happy to assist you once again.
Thank you for contacting Dell Consumer Hardware Warranty Support and allowing me the opportunity to assist you.
{ronald villanueva 8:25:42 PM} NO THANK YOU. NOW MY BLOG WILL HAVE THE COMEDY SECTION FILLED. HAVE A GOOD ONE.
{Akbar_Nassar 8:25:48 PM} Ronald, as there is no response within the last two minutes. I will be ending this chat session. I have included your dispatch number xxxxxxxxx to reference our interaction today. If you need additional support, please contact us at
www.support.dell.com. We will be more than happy to assist you.
The user has ended the session.
CONCLUSIONS: DELL SUPPORT IS A DEAD END.
YOU GET APOLOGIES, BIG BOLD LIES, FALSE ASSURANCES, HYPERTENSION AND AT TIMES A GOOD LAUGH.
Do send your comments after disecting this chat session.
