This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records. 
Your session ID for this incident is ************.  
Time  Details  
08/23/2007 02:57:06PM System: "Your chat session will begin shortly." 
08/23/2007 02:57:10PM System: "Please note that you’ll have the opportunity to provide us feedback on your chat experience at the end of this session, so don’t close this window until you’ve taken the survey." 
08/23/2007 02:57:14PM System: "Need information on how to get a copy of your installation CDs or manual? Click on the page above or use the link shown below." 
08/23/2007 02:57:24PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_backup_media" 
08/23/2007 02:57:30PM System: "Just want to know the current status of your order? You can use our online status tool by clicking on the page above or using the link shown below." 
08/23/2007 02:57:36PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_orderstatus_tool" 
08/23/2007 02:57:42PM System: "Are you looking for a way to purchase ink cartridges for your Dell printer? Click on the page above or use the link shown below." 
08/23/2007 02:57:48PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_ink" 
08/23/2007 02:57:54PM System: "Would you like to transfer ownership of your old PC to someone new? Click on the page above or use the link shown below." 
08/23/2007 02:58:00PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_ownership_transfer" 
08/23/2007 02:58:06PM System: "Did you forget to purchase a printer cable with your new printer? Click on the page above or use the link shown below to purchase one." 
08/23/2007 02:58:12PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_printercables" 
08/23/2007 02:58:18PM System: "Need a copy of your invoice? Try logging into My Account by clicking on the page above or using the link shown below to get a copy." 
08/23/2007 02:58:24PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_invoice_request_tool" 
08/23/2007 02:58:30PM System: "Dell On Call provides support for virus questions and other technical issues. Click on the page above or use the link shown below for more information." 
08/23/2007 02:58:36PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_doc" 
08/23/2007 02:58:42PM System: "An agent will be with you shortly." 
08/23/2007 03:01:11PM Session Started with Agent (Sandeep Kumar) 
08/23/2007 03:01:14PM Agent (Sandeep Kumar): "Thank you for contacting Dell Customer Service Chat. My name is Sandeep. How may I help you?" 
08/23/2007 03:01:22PM Andrew Pollack: "I am Andrew Pollack, email is andrewp@thenorth.com, order number is ************ I am looking at a shipping notice that says my VERY LATE order (ordered on 8/5) was shipped on 8/21 using NEXT DAY. This was promised to me by Dell (I have chat transcripts)" 
  because the order was delayed. It is 8/23 and I still do not have it. If I look on your web site I can no longer track the order because information is "temporarily unavailable" When I COULD track it, the tracking site showed it shipped DHL GROUND and n 
  ot expected until the 24th. I am extremely angry. This is the third shipment / order IN A ROW that Dell has completely botched. Everything I've ordered in the last two years has been eithe rlate or miss-shipped. I want to know that my package will be h 
  ere tomorrow. If not, I may decide to refuse it (per my conversation with customer service last week) 
08/23/2007 03:02:07PM Agent (Sandeep Kumar): "I sincerely apologize for the inconvenience and frustration caused to you. Let me go ahead and help you with this issue right away." 
08/23/2007 03:02:09PM Agent (Sandeep Kumar): "Thank you for verifying the information." 
08/23/2007 03:03:21PM Agent (Sandeep Kumar): "I will go ahead and check the records for you straightaway." 
08/23/2007 03:04:40PM Agent (Sandeep Kumar): "As per the records, I can see that we upgraded the shipping method to free Next day delivery." 
08/23/2007 03:04:52PM Andrew Pollack: "then why is it not here?" 
08/23/2007 03:05:02PM Andrew Pollack: "check the tracking and you will see that it did NOT get upgraded." 
08/23/2007 03:05:18PM Agent (Sandeep Kumar): "However, when the order shipped the information was not updated with DHL and the order shipped though ground shipping." 
08/23/2007 03:05:49PM Agent (Sandeep Kumar): "Your order has been shipped via DHL on 08-21-07 via tracking number ************. You can track your shipping status at: http://www.dhl-usa.com/home/home.asp. You can also call Airborne at: 1-800-CALL-DHL (1-800-225-5345) for your shipping status." 
08/23/2007 03:05:52PM Andrew Pollack: "so you (dell, not you personally) screwed up again." 
08/23/2007 03:06:05PM Andrew Pollack: "this is the third time in a row." 
08/23/2007 03:06:05PM Agent (Sandeep Kumar): "As per the carrier the estimated delivery date for the order is 08/24/2007." 
08/23/2007 03:06:10PM Agent (Sandeep Kumar): "I apologize for the inconvenience this matter caused. Rest assured that I will try my best to resolve the issue for you." 
08/23/2007 03:06:18PM Andrew Pollack: "in two years, I have not had a single order shipped on time." 
08/23/2007 03:06:33PM Agent (Sandeep Kumar): "Andrew, here what best I can do, I can offer you a credit of $20.00 as a compensation." 
08/23/2007 03:06:42PM Andrew Pollack: "if that order is not here tomorrow by 5pm I will not accept it, and will not do business with dell again." 
08/23/2007 03:07:07PM Andrew Pollack: "the whole reason I need it, is that garbage product you sell as batteries, but make so proprietary I can't buy a generic one." 
08/23/2007 03:07:09PM Agent (Sandeep Kumar): "Andrew, as a customer myself, I can understand how frustrating it can be." 
08/23/2007 03:07:37PM Andrew Pollack: "If I then can't replace it for a MONTH, am no longer willing to be a customer. It is my 3rd dell laptop, and will be my last." 
08/23/2007 03:07:39PM Agent (Sandeep Kumar): "Andrew, I regret to know that you are not happy with our products." 
08/23/2007 03:07:48PM Andrew Pollack: "the laptop is outstanding." 
08/23/2007 03:07:52PM Andrew Pollack: "the battery is terrible." 
08/23/2007 03:07:59PM Andrew Pollack: "and many other users complain about it." 
08/23/2007 03:08:08PM Agent (Sandeep Kumar): "I can really understand the problem that you are facing and apologize for any inconvenience caused to you." 
08/23/2007 03:09:01PM Agent (Sandeep Kumar): "Your feedback is important for us and I have documented everything in the case log and will forward your feedback to my manager." 
08/23/2007 03:09:05PM Andrew Pollack: "Gee. that is very helpful. Pass thsi chat along to someone who can read it and realize that dell is loosing business through bad practices. Dell's busienss was founded on its ability to rapidly and accurately ship quality custom configured pc's." 
08/23/2007 03:09:10PM Andrew Pollack: "it is no longer able to do that." 
08/23/2007 03:09:38PM Andrew Pollack: "as of right now, the item is in Ohio still." 
08/23/2007 03:09:50PM Andrew Pollack: "I STRONGLY recommend someone get onthe phone to DHL and get that package upgraded." 
08/23/2007 03:10:04PM Agent (Sandeep Kumar): "Andrew, you need not to worry we will do our best to get your order delivered to you on the estimated delivery date." 
08/23/2007 03:10:24PM Andrew Pollack: "at present, 8/24 is an estimate, not a guarentee. so far it has been in Ohio for two days." 
08/23/2007 03:10:30PM Agent (Sandeep Kumar): "I do apologize as the order is shipped we cannot upgrade the shipping method." 
08/23/2007 03:10:35PM Andrew Pollack: "I will not accept this order after 8/24 at 5pm." 
08/23/2007 03:10:51PM Andrew Pollack: "I am leaving on a trip, and need the items before that trip." 
08/23/2007 03:10:59PM Agent (Sandeep Kumar): "Andrew, please be assured that you will receive the order on 08/24/2007." 
08/23/2007 03:11:13PM Andrew Pollack: "thank you. I will believe it when I see it." 
08/23/2007 03:11:19PM Andrew Pollack: "good bye." 
08/23/2007 03:11:38PM Agent (Sandeep Kumar): "The order will be delivered to you on 08/24/2007 between 8 - 5 PM CST." 
08/23/2007 03:12:01PM Andrew Pollack: "I am not in CST. I am in EST" 
08/23/2007 03:12:03PM Agent (Sandeep Kumar): "As a compensation, I can offer you a credit of $20.00."