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 08/25/2007 03:25:12PM System: "Your chat session will begin shortly." 08/25/2007 03:25:16PM 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." 08/25/2007 03:25:20PM 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." 08/25/2007 03:25:30PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_backup_media" 08/25/2007 03:25:36PM 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." 08/25/2007 03:25:42PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_orderstatus_tool" 08/25/2007 03:25:48PM 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." 08/25/2007 03:25:54PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_ink" 08/25/2007 03:26:00PM 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." 08/25/2007 03:26:06PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_ownership_transfer" 08/25/2007 03:26:12PM 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." 08/25/2007 03:26:18PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_printercables" 08/25/2007 03:26:24PM 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." 08/25/2007 03:26:30PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_invoice_request_tool" 08/25/2007 03:26:36PM 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." 08/25/2007 03:26:42PM URL Shown: "http://support.dell.com/support/topics/global.aspx/support/chat/en/chat_doc" 08/25/2007 03:26:48PM System: "An agent will be with you shortly." 08/25/2007 03:29:01PM Session Started with Agent (Khushboo Sharma) 08/25/2007 03:29:03PM Agent (Khushboo Sharma): "Thank you for contacting Dell Customer Service Chat. My name is Khushboo. How may I help you?" 08/25/2007 03:29:25PM Andrew Pollack: "typing.." 08/25/2007 03:29:32PM Andrew Pollack: "Name: Andrew Pollack email: andrewp@thenorth.com order: *********** I have chatted about this issue before. On 8/5 Ordered two things. A battery and a modem card. It was delayed. Online chat, they agreed to ship overnight. It was delayed again. Online c" hat, the again agreed to overnight, would be here by the 24th. Shipped on the 21st, dell site said it was overnight. DHL site said it was ground. 08/25/2007 03:29:38PM Andrew Pollack: "chat with customer services, applogized, swore it would be here the 24th. On the 24th I got a box from DHL. Has half the order. Only the modem. I still do not have the battery. The order tracking on Dell's site does not show anything outstanding. It has" been nearly 1 month and I cannot use my laptop STILL because the battery is not here. I escalated the issue on Friday the 24th at 2:30. I have heard nothing since. They gave me a case # #172982570 I have sent two reply emails with that case#, and have h ad no response. I still have no battery, and am very very angry. When I call on the phone, the result is the same, though sometimes the phone mysteriously disconnects and I have to call back. 08/25/2007 03:30:45PM Agent (Khushboo Sharma): "I apologize for the inconvenience caused to you." 08/25/2007 03:30:46PM Agent (Khushboo Sharma): "I will be glad to check the records for you right away." 08/25/2007 03:30:47PM Agent (Khushboo Sharma): "Please verify the complete name as it appears on the account." 08/25/2007 03:30:50PM Andrew Pollack: "I can easily support what I have said here with chat transcripts" 08/25/2007 03:30:54PM Andrew Pollack: "please READ what I wrote." 08/25/2007 03:30:57PM Andrew Pollack: "Its at the top." 08/25/2007 03:31:01PM Andrew Pollack: "my name, email, and order#" 08/25/2007 03:31:34PM Agent (Khushboo Sharma): "Thank you for the information. Please allow me 2-3 minutes while I check the records." 08/25/2007 03:32:07PM Andrew Pollack: "Since your chat software does not make noise when you answer, I will sit here and stare at the screen so I don't miss you when you get back." 08/25/2007 03:33:33PM Agent (Khushboo Sharma): "Thank you for staying online. I appreciate your patience." 08/25/2007 03:33:39PM Agent (Khushboo Sharma): "Andrew, I have checked the case." 08/25/2007 03:33:42PM Andrew Pollack: "LOL. I have none left." 08/25/2007 03:34:19PM Agent (Khushboo Sharma): "I can see that the DW5720 VERIZON BUILT-IN M and 9-CELL PRIMARY BATTERY,LA were shipped on 08-21-07 from Dell in one box with the tracking number 53202539880." 08/25/2007 03:34:33PM Agent (Khushboo Sharma): "I apologize that you still have not received the battery and it is missing." 08/25/2007 03:34:34PM Agent (Khushboo Sharma): "Please don’t worry. I am here to take care of this for you." 08/25/2007 03:35:00PM Agent (Khushboo Sharma): "Can you please tell me the box in which you received the order was tampered or not?" 08/25/2007 03:35:04PM Andrew Pollack: "so you say, yet I have a box here with no battery in it, that was shipped dhl ground. the shipping on your site is wrong both in that it was overnight (itwas night) and that there was a battery -- there was not." 08/25/2007 03:35:15PM Andrew Pollack: "the box did not appear tampered with." 08/25/2007 03:35:46PM Andrew Pollack: "it looks to me like someone didn't ship the stuff I ordered. I know that the system you have says overnight, yet DHL's system shows it shipped ground." 08/25/2007 03:35:53PM Andrew Pollack: "so at least one other thing was screwed up at the same time." 08/25/2007 03:36:11PM Andrew Pollack: "the box is small." 08/25/2007 03:36:14PM Andrew Pollack: "a battery would not fit in this box." 08/25/2007 03:36:23PM Agent (Khushboo Sharma): "Andrew, I will set up the request for the new battery to be sent to you." 08/25/2007 03:36:34PM Andrew Pollack: "AGGGGGG" 08/25/2007 03:36:40PM Agent (Khushboo Sharma): "The new battery will be sent to you in next estimated 8 business days." 08/25/2007 03:36:46PM Andrew Pollack: "hell no." 08/25/2007 03:36:50PM Andrew Pollack: "that is not acceptable to me." 08/25/2007 03:37:00PM Andrew Pollack: "i do not want a battery in 8 days." 08/25/2007 03:37:10PM Andrew Pollack: "I needed a batter 10 days ago, and ordered it 20 days ago." 08/25/2007 03:37:28PM Andrew Pollack: "I expect it to be shipped -- as promised 3 times so far -- OVERNIGHT." 08/25/2007 03:37:46PM Andrew Pollack: "do you need me to show you the transcripts where this was committed?" 08/25/2007 03:38:02PM Andrew Pollack: "or does dell just not have any, and has been telling me lies?" 08/25/2007 03:38:40PM Agent (Khushboo Sharma): "The replacement order will be sent to you overnight." 08/25/2007 03:38:54PM Andrew Pollack: "when will it be shipped?" 08/25/2007 03:38:56PM Agent (Khushboo Sharma): "However, it will take some to get the new order number generated and get it shipped out of Dell." 08/25/2007 03:39:08PM Andrew Pollack: "I need you to say, clearly, that it wil be shipped on MONDAY and will be shipped OVERNIGHT." 08/25/2007 03:39:35PM Andrew Pollack: "I am not a moron. I have been duped before. Not again." 08/25/2007 03:40:44PM Agent (Khushboo Sharma): "I can not assure you that it will ship on Monday." 08/25/2007 03:40:53PM Andrew Pollack: "then get me a supervisor who can." 08/25/2007 03:40:57PM Andrew Pollack: "right now please." 08/25/2007 03:42:13PM Andrew Pollack: "Nothing here needs to be built. Nothing is custom. Nothing is special. Its a single part, and can be shipped overnight on monday very easily if Dell wants to do so." 08/25/2007 03:42:15PM Agent (Khushboo Sharma): "Andrew, even my supervisor will not be able to send you the battery on Monday." 08/25/2007 03:42:42PM Andrew Pollack: "Are you telling me that in 20 days dell cannot replace a battery?" 08/25/2007 03:43:06PM Andrew Pollack: "or are you telling me that Dell isn't willing to fix this problem for a customer wh has been without his equipment for weeks?" 08/25/2007 03:43:18PM Andrew Pollack: "simply because you don't have anyone there who cares enough to expedite this process?" 08/25/2007 03:43:55PM Agent (Khushboo Sharma): "Andrew, a new battery will be sent to you next day. It will take some time to get the new order number generated and get the order shipped out." 08/25/2007 03:44:09PM Agent (Khushboo Sharma): "I will personally keep a follow up of this case and send you all the details in an e-mail." 08/25/2007 03:44:13PM Andrew Pollack: "If the order cannot go out overnight on monday, I do not want it." 08/25/2007 03:44:42PM Andrew Pollack: "I will order it from a third party, publish this and the other transcripts as widely as possible, and never order another product from dell again, nor recommend it to any of my consulting clients." 08/25/2007 03:45:02PM Andrew Pollack: "it took work, but I did find at least one third party resource for the battery." 08/25/2007 03:45:40PM Andrew Pollack: "there is no excuse today, for an "order to get into the system" to take that long. I write database software." 08/25/2007 03:46:59PM Andrew Pollack: "if Dell cannot resolve the issue the way I've asked, I will expect a full refund to my credit card within 24 hours and will take the other actions as I have mentioned. I will also make a complaint to my state AG's office, but I don't know if what you've" done consitutes actual fraud or not as I am not an attourney. 08/25/2007 03:47:17PM Agent (Khushboo Sharma): "Andrew, I understand what you are saying." 08/25/2007 03:47:24PM Andrew Pollack: "Excellent." 08/25/2007 03:47:53PM Andrew Pollack: "Then make the commitment, or refuse, or find someone who will take responsibility to do one or the other." 08/25/2007 03:47:59PM Agent (Khushboo Sharma): "Since, we are not able to send it to you on Monday, you also have the option of taking the credit for the battery and then placing a new order." 08/25/2007 03:48:38PM Andrew Pollack: "Why on earth would I accept that? I've had three dell laptops. You've screwed up shipping EVERY SINGLE ORDER I"VE PLACED." 08/25/2007 03:49:48PM Agent (Khushboo Sharma): "I apologize for the inconvenience caused to you." 08/25/2007 03:49:48PM Agent (Khushboo Sharma): "Andrew, these rare the two available options." 08/25/2007 03:49:55PM Agent (Khushboo Sharma): "If you wish you can have a word with my manager." 08/25/2007 03:49:59PM Andrew Pollack: "You have failed to meet your commitment on a finincial transaction. If you cannot commit to my terms to resolve it, I will expect a full refund forthwith. I will then publish all details and transcripts, find an alternate source for the part I need, and" be done with dell for my customers and I for the long term. 08/25/2007 03:50:46PM Andrew Pollack: "I will say the same thing to your manager, his manager, or Mike Dell if ever drops by there ( I know he doesn't run the show any more )" 08/25/2007 03:51:42PM Andrew Pollack: "I have no doubt this transcript plus the others would be enough for my credit card company to reverse the transaction and go after you for it themselves, but that's a hassle. I have offered a reasonable way out." 08/25/2007 03:53:14PM Agent (Khushboo Sharma): "Do you wish to have a word with my manager or do you wish me to process the credit?" 08/25/2007 03:53:55PM Andrew Pollack: "I will speak to your manager. A CREDIT is not acceptable. A full refund to my credit card, or a product shipped monday for delivery guaranteed on tuesday are the only acceptable resolutions left." 08/25/2007 03:54:35PM Session Transferred to Agent (Sup Nivedita Sengupta) 08/25/2007 03:54:40PM Session Started with Agent (Sup Nivedita Sengupta) 08/25/2007 03:55:03PM Agent (Sup Nivedita Sengupta): "Hi I am Nivedita the manager on Duty." 08/25/2007 03:55:16PM Andrew Pollack: "have you read the transcript of this chat?" 08/25/2007 03:56:06PM Agent (Sup Nivedita Sengupta): "Yes I have read the transcript." 08/25/2007 03:56:32PM Andrew Pollack: "Then you know exactly where I stand, I believe. I have offered Dell two acceptable next steps." 08/25/2007 03:56:59PM Andrew Pollack: "Either one is very easy to accomplish." 08/25/2007 03:57:20PM Andrew Pollack: "If dell wants to do business, it can. If not, it can refund the product it has failed to produce." 08/25/2007 03:57:26PM Andrew Pollack: "I see no other alternatives." 08/25/2007 03:57:31PM Agent (Sup Nivedita Sengupta): "You want us to send the product to you by Monday." 08/25/2007 03:57:40PM Andrew Pollack: "no, I know nothing ships sunday." 08/25/2007 03:57:51PM Agent (Sup Nivedita Sengupta): "This is not a possible option." 08/25/2007 03:57:54PM Andrew Pollack: "I want it shipped ON monday for overnight delivery by earliest available on Tuesday." 08/25/2007 03:58:34PM Andrew Pollack: "This will have a product at my door on Tuesday morning. THAT is very easy to accomplish." 08/25/2007 03:58:52PM Agent (Sup Nivedita Sengupta): "I am unable to promise a ship date to you." 08/25/2007 03:58:55PM Andrew Pollack: "I'm not an idiot, I know that you can't have it here on monday, but you can have it in a box marked overnight by monday afternoon." 08/25/2007 03:59:20PM Andrew Pollack: "I think Dell has none of these available, and has been giving me lies all along." 08/25/2007 03:59:37PM Andrew Pollack: "I expect you to refund (not credit) what I paid for this product you haven't got, immediately." 08/25/2007 03:59:54PM Andrew Pollack: "I will get it elsewhere, publish this and my other transcripts, and have done with dell for me and my customers." 08/25/2007 04:00:07PM Andrew Pollack: "I will also file a consumer complaint for the AG to determine if this is also fraud." 08/25/2007 04:01:23PM Agent (Sup Nivedita Sengupta): "Do you want me to process a credit?" 08/25/2007 04:01:37PM Andrew Pollack: "I want you to process a refund." 08/25/2007 04:01:48PM Andrew Pollack: "not a credit only usable at Dell." 08/25/2007 04:01:52PM Andrew Pollack: "that is not acceptable." 08/25/2007 04:02:18PM Agent (Sup Nivedita Sengupta): "I will refund the credit for the battery." 08/25/2007 04:02:34PM Andrew Pollack: "to the credit card, immediately." 08/25/2007 04:03:03PM Agent (Sup Nivedita Sengupta): "I am processing a request right now." 08/25/2007 04:03:20PM Andrew Pollack: "Look for your name in Google. All this will be posted within 24 hours. It takes about a week for the google search to pick it up." 08/25/2007 04:03:36PM Andrew Pollack: "I am disgusted that Dell can't make something as simple as a battery shipment in 21 days." 08/25/2007 04:03:52PM Andrew Pollack: "this is the last dell product I will own, and will recommend the same to my customers." 08/25/2007 04:04:02PM Agent (Sup Nivedita Sengupta): "Allow me 2-3 minutes while I process the request." 08/25/2007 04:04:12PM Andrew Pollack: "its a good thing you're moving to sell at wal-mart. that's where you're headed from a quality perspective." 08/25/2007 04:05:41PM Agent (Sup Nivedita Sengupta): "It will take us 16 days to complete the credit the request." 08/25/2007 04:06:08PM Andrew Pollack: "LOL. It didn't take 16 days for you to charge me." 08/25/2007 04:06:20PM Andrew Pollack: "but I'll make that complaint to discover and let them deal with it." 08/25/2007 04:07:04PM Andrew Pollack: "I'll order the same battery for 30% less here: http://www.5starsbatteries.com/products/35529.html and they'll ship it overnight on Monday." 08/25/2007 04:07:29PM Agent (Sup Nivedita Sengupta): "I am processing the request for the battery." 08/25/2007 04:07:43PM Agent (Sup Nivedita Sengupta): "I am processing a request for a refund." 08/25/2007 04:09:31PM Andrew Pollack: "ha, those guys even offer saturday delivery. I should have done this on Friday when the order was first wrong instead of giving dell a chance to fix it and charge more money." 08/25/2007 04:11:11PM Agent (Sup Nivedita Sengupta): "I am sorry for the delay." 08/25/2007 04:11:30PM Agent (Sup Nivedita Sengupta): "It will take me 2-3 more minutes to complete the request." 08/25/2007 04:12:10PM Andrew Pollack: "I'll wait. It has taken me less time to find and order the same part elsewhere for 30% less money, with guaranteed overnight shipping. I guess that company actually wants to do business and sell things to people." 08/25/2007 04:12:58PM Andrew Pollack: "I've even already recieved the confirming email with the order and shipping date listed." 08/25/2007 04:13:21PM Andrew Pollack: "You should be embarrassed." 08/25/2007 04:13:36PM Agent (Sup Nivedita Sengupta): "The credit reference # is ***********." 08/25/2007 04:14:09PM Andrew Pollack: "Thank you for making the credit happen. I wish you good luck. At this rate, Dell will not have many employees left soon. Goodbye." 08/25/2007 04:15:56PM Agent (Sup Nivedita Sengupta): "Is there anything else apart from this I can assist you with?" 08/25/2007 04:16:03PM Andrew Pollack: "hardly." 08/25/2007 04:16:19PM Agent (Sup Nivedita Sengupta): "I hope that this chat interaction has been able to resolve all your concerns. I have included your case # 172982570 to reference our interaction today. Please keep this on file; it will assist you when contacting Dell Inc in the future. If you still fee" l that there are additional concerns that need to be addressed, please contact us again at support.dell.com. We will be more than happy to assist you once again. 08/25/2007 04:16:21PM Session Ended