Dell chat -- upsell?

I just had a chat with Dell Techsupport about one of the butons getting stuck on my touchpad. No biggie, they will replace the palmrest, but then at the end the guy is trying to sell me a cooling pad. I told him that the laptop isn't that hot and the fan rarely comes on. So he's trying to tell if the fan ever comes on, I need a cooling pad and he'd be happy to order one for me. I politely declined.

Has anyone experience the Indian tech support acting like sales people?

 

No, that needs to be reported.

 

Got the transcript as proof? It should be automatically emailed to you.

 

Yes -- pesonally identifiable words redacted:


03/26/2009 12:01:38PMSession Started with Agent (**AGENT**)
03/26/2009 12:01:47PMAgent (**AGENT**): "Thank you for contacting Dell XPS Premium Support. My name is XXXXXXXXX and my rep ID number is XXXXXX. How may I help you today?"
03/26/2009 12:02:51PM**ME**: "hello, I have a problem with my touchpad. The right button tends to get stuck pushed in. It just popped out know, but it's a bit flaky."
03/26/2009 12:03:19PMAgent (**AGENT**): "Okay.I will help you with it."
03/26/2009 12:03:28PM**ME**: "tnx"
03/26/2009 12:04:33PMAgent (**AGENT**): "Please allow me 2-3 minutes to pull-up your account information. In the meantime, please confirm if XXX-XXX-XXXX is the best number to reach you incase of a follow-up?"
03/26/2009 12:04:43PM**ME**: "yes"
03/26/2009 12:05:18PMAgent (**AGENT**): "I see that you are using Studio XPS M1640 with Windows Vista on it. Is that correct?"
03/26/2009 12:05:42PM**ME**: "yes, it has nothing to do with the operation system. The button is physically stuck"
03/26/2009 12:05:53PM**ME**: "I need somebody to come out and replace the touchpad"
03/26/2009 12:06:18PMAgent (**AGENT**): "Okay."
03/26/2009 12:06:51PMAgent (**AGENT**): "XXXXX,as I understand the button on the touch pad is sticky.Is it correct?"
03/26/2009 12:07:09PM**ME**: "yes"
03/26/2009 12:07:24PMAgent (**AGENT**): "Does the button work?"
03/26/2009 12:07:25PM**ME**: "the right button only"
03/26/2009 12:07:28PM**ME**: "yes, it does"
03/26/2009 12:07:57PMAgent (**AGENT**): "Okay.The left button is working fine and is also not sticky?"
03/26/2009 12:08:05PM**ME**: "correct"
03/26/2009 12:08:10PMAgent (**AGENT**): "Okay."
03/26/2009 12:09:28PMAgent (**AGENT**): "Don't worry.I will go ahead and replace the palm rest assembly."
03/26/2009 12:09:38PM**ME**: "ok, thanks"
03/26/2009 12:11:01PMAgent (**AGENT**): "Please allow me 2-3 minutes while I create the dispatch for the touch pad and after that I will give you the information."
03/26/2009 12:11:16PM**ME**: "ok, tnx"
03/26/2009 12:15:07PMAgent (**AGENT**): "Please make a note of the case and the dispatch number."
03/26/2009 12:15:43PMAgent (**AGENT**): "The case number is XXXXXXXXX and the dispatch number is XX-XXXXXXXXXXXX ."
03/26/2009 12:16:22PM**ME**: "got it"
03/26/2009 12:16:32PMAgent (**AGENT**): "Great."
03/26/2009 12:16:46PM**ME**: "whats the next step?"
03/26/2009 12:17:48PMAgent (**AGENT**): "You will receive a call from the service technician within next 1-2 business days and he will fix an appointment with you and will come down at your place to replace the touch pad."
03/26/2009 12:18:03PM**ME**: "ok, sounds good"
03/26/2009 12:18:09PMAgent (**AGENT**): "Could you please provide me with the shipping address."
03/26/2009 12:18:25PM**ME**: "same as my account address, do you have that?"
03/26/2009 12:18:50PMAgent (**AGENT**): "if you provide,we can confirm it"
03/26/2009 12:19:09PM**ME**: "XXXXX XXXX Ave Unit XXX, Miami, FL XXXXX"
03/26/2009 12:19:45PMAgent (**AGENT**): "What would be the best time to reach you?"
03/26/2009 12:19:57PM**ME**: "any time"
03/26/2009 12:20:04PMAgent (**AGENT**): "Okay."
03/26/2009 12:20:14PMAgent (**AGENT**): "Do you have any alternate contact number?"
03/26/2009 12:20:22PM**ME**: "within reason of course, after 7am and before 10pm"
03/26/2009 12:20:35PM**ME**: "XXX-XXX-XXXX"
03/26/2009 12:20:46PMAgent (**AGENT**): "Okay.I will make a note of it and communicate it to the technician"
03/26/2009 12:20:56PM**ME**: "ok, thanks"
03/26/2009 12:21:32PMAgent (**AGENT**): "XXXXX,on which surface do you use the system?"
03/26/2009 12:21:49PM**ME**: "solid desk"
03/26/2009 12:22:15PMAgent (**AGENT**): "Do you have a cooling pad for the system?"
03/26/2009 12:22:22PM**ME**: "no"
03/26/2009 12:22:34PMAgent (**AGENT**): "As the system is a high end system and a lot of heat is generated"
03/26/2009 12:22:54PM**ME**: "it doesn't get very hot, to be honest"
03/26/2009 12:22:57PM**ME**: "the fan rarely comes on"
03/26/2009 12:23:10PM**ME**: "i have the SSD"
03/26/2009 12:23:36PMAgent (**AGENT**): "Yes.BUt when ever the fans come on it should have a cooling pad."
03/26/2009 12:23:54PMAgent (**AGENT**): "so there is no harm to the system in the future."
03/26/2009 12:24:07PM**ME**: "ok, I might get one then"
03/26/2009 12:24:20PMAgent (**AGENT**): "Do you want me to help you with it."
03/26/2009 12:24:28PM**ME**: "no, that's ok"
03/26/2009 12:24:34PM**ME**: "I have to research it"
03/26/2009 12:25:04PMAgent (**AGENT**): "I can find the best pad for the system and can create the order within no time."
03/26/2009 12:25:24PM**ME**: "no, I have to research it first, but I appreciate the offer"
03/26/2009 12:25:40PMAgent (**AGENT**): "Okay."
03/26/2009 12:25:46PMAgent (**AGENT**): "not a problem."
03/26/2009 12:25:49PMAgent (**AGENT**): "My supervisor would like to have a word with you to know more about the services and the experience you had on the chat today. Would you mind sparing 2 minutes?"
03/26/2009 12:26:01PM**ME**: "yes, I am a bit busy right now"
03/26/2009 12:26:11PM**ME**: "I will await the call from the technician"
03/26/2009 12:26:17PMAgent (**AGENT**): "Okay."
03/26/2009 12:26:24PM**ME**: "have a nice day"

 

You shoud have accepted the offer to chat with the supervisor - you could have told him/her about the upsell...

 

That's horrible... ..

You could always forward a copy of that chat script to here:
and, ask is this normal for Tech Support to try and sell something when you are calling and trying to get an Tech issue fixed???
One of these e-mail addy's (usually the first one will get good response) I just e-mailed the first one earlier this week, regarding the Adamo ~ and received a nice phone call!)
Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel

or, fill out this Unresolved Issues Form:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Good luck!

Cin

 

Thanks, will try.

 

Good! and, great luck to you!


Cin

 

The same thing happened to me on the phone yesterday.
The guy tried to sell me 2x2 sticks of memory. The funny thing is he insisted that the mobo will fully utilise the ram (see sig) because i run vista sp1 .

 

technically, as an uninformed consumer, Vista Sp1 will report 4GB (but only use 3.5+GB)....

 

Whats the big deal? I was on tech support with my ISP and they offered me some deal, i said no and that was that. Also, on my way home tonight, some dude offered me some dope, i said no thanks.

 

You are wasting your time to report it. Dell knows all about it. Clearly he is paid a commission on everything he sells.

I ordered my XPS 1530 a couple weeks ago. I was doing it online, but I had to call a sales rep because I was being overcharged on shipping. The sales rep tried to sell me everything under the sun. I didn't mind it because I understand they want to make extra profit. However, what really irked me is he flat out lied to me on one item.

He tried to sell me MS Office 2007. I told him I had Office 2003 with one more downoad on it. He told me that Office 2003 would not run on Vista 64 bit. I didn't know if this was true at the time, but I declined because I knew if I had to buy a new version I would get it way cheaper on eBay.

I posted that question here while I was waiting for my laptop to be delivered and people here told me it would load and run fine Well guess what, it loaded and runs fine.

Like I said I don't mind them trying to sell extras, but lying to customers is way out of bounds in my book. I love my laptop, but it left me with a very bad impression of Dell.

 

It will, if you are running the 64-bt Vista.

Anyhow, I wrote to Mr. Dell, let you guys know how it turns out.

 

If he wants to report it, why not? That's his choice. And, he's not wasting his time, either. Plenty of peep's here on the Dell forum, have reported issues or prob's they have had with their lappy ~ or a situation with a Rep, and have had resolve from Dell!

Cin

 

Maybe you didn't read the entire thread. This was Tech Support, not Sales. I would expect this from Sales, but not when you go and looking for help on a problem. I chatted with Dell Tech Support plenty of times in the past (as recently as last month) and I was never offered to buy anything, especially something I don't need.

 

Studio, maybe the way my comment read didn't come across as I meant it. I was being critical of you. You certainly can report it. It only takes a few minutes.

I was just saying that its probably going to fall on deaf ears. Why would a service tech try to sell you stuff if he wasn't being told to do so, or incented to do so, by the company?

Sales are slow pretty much all over, they're just trying to drive incremental sales.