Gotta love Dell Tech Support from India.....

The first guy was about as useful a freezer in Siberia. His supervisor was good, though.

AV1611 out...

2:56:09 PM System You are now being connected to an agent. Thank you for using Dell Chat
2:56:09 PM System Connected with Parmod_176606
2:56:14 PM Parmod_176606 Thank you for contacting Dell Hardware Warranty Support. My name is Parmod and my rep ID number is 176606. How may I assist you today?
2:57:20 PM Brandon I received an e-mail today stating that a replacement laptop has been shipped to me in exchange for the damaged one that I send to the repair depot last week. However, there was no information in the e-mail regarding exactly what was being shipped to me. Can you help? Reference # is:
2:57:44 PM Parmod_176606 I understand your concern. I assure you that I will do my best to provide you quality service. Please provide me two to three minutes to pull up your account information.
2:58:29 PM Parmod_176606 Thank you for staying online.
2:58:34 PM Parmod_176606 In case we lose connection, you will receive a call back within 30-60 minutes. Can I have any alternate phone number to reach you apart from 608-?
2:58:37 PM Brandon I'm not going anywhere
2:58:55 PM Brandon 608
2:58:59 PM Parmod_176606 Thank you for providing the information.
2:59:54 PM Parmod_176606 Brandon, I see that system was being sent into depot repair, however it is beyond the repair condition and based on that you have been given a system exchange.
3:00:39 PM Parmod_176606 System exchange is issued on 26-May-2009.
3:01:33 PM Parmod_176606 You will receive the system in next 10-15 days.
3:01:49 PM Brandon Can you tell me the laptop model # and technical specifications?
3:02:20 PM Parmod_176606 The dispatch number for system exchange is .
3:02:45 PM Parmod_176606 Either you will get the same system or better than this.
3:02:56 PM Brandon The same or better than what?
3:03:40 PM Parmod_176606 I mean either you will get Inspiron 1520 or a latest model than Inspiron 1520.
3:03:52 PM Brandon Do you know what was sent??
3:04:25 PM Parmod_176606 Brandon, I apologize, please elaborate your question.
3:05:01 PM Brandon Which laptop model # was sent to me? Which technical specifications (processor speed, video card, etc.)
3:06:35 PM Parmod_176606 Brandon, I am afraid we do not have the technical specification as it has to be configured yet. Once it is configured a service tag will be generated, then only we will be able to tell you the same, all these information will be emailed to you.
3:07:13 PM Brandon I received a telephone message today with a Fed Ex tracking number for the package. I assume the laptop has already been assembled.
3:08:00 PM Parmod_176606 As I mentioned we do not have this information available yet, could you please provide me the tracking number?
3:08:21 PM Brandon Yes. Fed Ex:
3:08:30 PM Parmod_176606 Thank you for providing the information.
3:08:55 PM Parmod_176606 May I place this session on hold for 2-3 minutes while I check this information for you?
3:09:02 PM Brandon Sure. Go ahead.
3:09:25 PM Parmod_176606 Thank you.
3:11:05 PM Parmod_176606 Thank you for staying online. I appreciate your patience.
3:11:10 PM Parmod_176606 Brandon, as per the system tracking number the system in transit right now, did you receive any email about the new system with new service tag?
3:11:40 PM Brandon NO problem. Dispatch Number:
Service Tag:
Contact Name: BRANDON
Contact Phone:
Carrier: FEDEX
Waybill Number:
3:12:36 PM Parmod_176606 This is an email for the old service tag and system exchange.
3:12:36 PM Parmod_176606 I request you to contact us when you will the system details in email or when you will get the system, you can provide us the new service tag of the system, we will be able to tell you the technical specification.
3:13:18 PM Brandon That information is from an e-mail sent by Dell to me today.
3:14:21 PM Parmod_176606 Yes, I understand, however the new service tag is not present in this email, it will be on the system itself. We do not have any records of the new system yet.
3:14:28 PM Brandon According to FedEx the package is on a delivery truck right now in Nashville, Tennessee.
3:14:31 PM Parmod_176606 As system is in transit, you will get it soon.
3:14:43 PM Brandon I live in Wisconsin, not Tennessee. I see a problem.
3:15:46 PM Parmod_176606 Let me confirm the address.
3:15:57 PM Brandon I am at: Street
3:16:04 PM Brandon DeForest, WI
3:16:51 PM Parmod_176606 Yes, that is the address given by you and I am sure box was sent at the same address, is that correct?
3:17:36 PM Brandon My address is . According to FedEx my package is on a FedEx delivery truck in Nashville, TN. That's a problem.
3:19:01 PM Parmod_176606 Please do not worry, that is not a problem. Tracking number is showing the location of the system, it will be shipped on the same address which you have mentioned. And we also have the same address in the records. If you want to double check, you can call Fedex directly and confirm.
3:19:06 PM Parmod_176606 You can contact Fedex at 1-800-Go-Fedex .
3:19:36 PM Parmod_176606 It will be delivered at the Street,
3:20:04 PM Brandon No, the tracking number is showing that the laptop is on a delivery truck in Nashville, TN. That truck is delivering packages, not driving to Wisconsin
3:20:57 PM Brandon The repair depot is in Houston Texas. Nashville, TN is nowhere near either Wisconsin or Texas.
3:22:25 PM Parmod_176606 Brandon, please do not worry, we will send this information to Fedex and it will be delivered at . Also we will make it fast, you will receive the system in next 2-3 business days.
3:22:41 PM Brandon Sounds great. Thanks for your help.
3:23:05 PM Parmod_176606 It is my sincerest aim to assist every Dell esteemed customer like you to best of our ability to try and bring a smile on your face.
3:23:10 PM Parmod_176606 It is always a pleasure to assist you. Is there anything else I may assist you with your dell system?
3:23:38 PM Brandon No, I think that's all you're capable of helping me with.
3:23:50 PM Parmod_176606 My manager would like to seek your feedback on your interaction with me today . May I go ahead and transfer this chat to my manager?
3:24:00 PM Brandon Certainly.
3:25:40 PM System You are being transferred to another Agent. Please stand by...
3:25:41 PM System Parmod_176606 has left this session!
3:25:50 PM System You are now being connected to an agent. Thank you for using Dell Chat
3:25:51 PM System Connected with Sup_Magandeep_112479
3:25:55 PM Sup_Magandeep_112479 Hi I am Magan.I am the Supervisor on the floor. How are you doing today?
3:26:01 PM Brandon Fine, thank you.
3:26:16 PM Sup_Magandeep_112479 Did the rep do their best to take care of the issue? Are you satisfied with the level of service provided to you on this interaction?
3:27:24 PM Brandon I'm still confused as to what is going on. I received an e-mail from Dell today stating that my laptop was not repairable. Because of this they had shipped a replacement system to me via FedEx. They gave me the following information.
3:27:35 PM Brandon Dispatch Number:
Service Tag:
Contact Name: BRANDON
Carrier: FEDEX
Waybill Number:
3:27:49 PM Brandon Kostman Dear BRANDON
Your Dell notebook repair is complete and has been shipped to your return address.
What's Next?

1. To track your dispatch, click on your waybill number. Copy or paste the waybill number into the tracking field on the carrier's site. Please note that tracking information may not be available immediately.
2. If you need to make any changes to the dispatch contact information, please visit our or to chat with a live support representative.
3. Please see below for important information.
3:28:16 PM Sup_Magandeep_112479 I really apologize for the inconvenience caused to you, however I will try my best to resolve the issue as soon as possible.
3:28:30 PM Sup_Magandeep_112479 We have filed a request to change the address.
3:28:31 PM Brandon Kostman I used the FedEx tracking # at FedEx.com and it says that my package is on a delivery truck out for delivery in Nashville, TN
3:28:46 PM Sup_Magandeep_112479 You will get the system with in 1-2 business days.
3:29:01 PM Brandon So, the package was accidentally addressed to someone in Nashville, TN?
3:29:21 PM Sup_Magandeep_112479 Also, we will call you and will let you know the latest status.
3:29:36 PM Sup_Magandeep_112479 Yes. There is an issue with the address.
3:30:15 PM Brandon Ah, I understand. Parmod wasn't clear at all.
3:31:31 PM Sup_Magandeep_112479 I apologize for that.
3:31:36 PM Sup_Magandeep_112479 Is there anything else regarding your Dell system that you need help with?
3:31:59 PM Brandon Do you have access to information about the new computer system (processor speed, video card, etc.)????
3:33:41 PM Sup_Magandeep_112479 Please stay online while I check the complete details.
3:33:48 PM Brandon Thank you very much.
3:34:16 PM Sup_Magandeep_112479 You are welcome.
3:37:32 PM Sup_Magandeep_112479 Thank you for staying online.
3:37:35 PM Sup_Magandeep_112479 Here is the complete detail.
3:37:37 PM Brandon No problem.
3:38:17 PM Sup_Magandeep_112479 The fedex tracking number that you have got is for the old system which is being shipped to another Dell department as we have to destroy that system as it is not repairable.
3:38:27 PM Sup_Magandeep_112479 The email has been sent to you by mistake.
3:38:30 PM Brandon Understood.
3:39:02 PM Sup_Magandeep_112479 As far as system exchange is concerned, it will take another 7 business days as it has to go from several approvals to reach you.
3:39:37 PM Sup_Magandeep_112479 And as of now, we do not have any information of the product that will be shipped to you.
3:39:57 PM Sup_Magandeep_112479 But the best that I can do for you is, that I will call you and will inform you about what is being shipped.
3:40:10 PM Brandon That sounds great. Thanks for the help.
3:40:37 PM Sup_Magandeep_112479 You are welcome. Please let me know the best time and number to call you.
3:41:12 PM Brandon You can reach me any time from 0700 to 2100 CST (central standard time) at 608 xxxxxx.
3:41:37 PM Sup_Magandeep_112479 Thank you for the information.
3:42:02 PM Brandon Well, I think that's everything for today. Thank you very much for your help.
3:42:22 PM Sup_Magandeep_112479 You are welcome, I appreciate your patience and cooperation.
3:42:37 PM Sup_Magandeep_112479 You are an esteemed Dell customer and I hope your experience on this chat was a pleasant one!! You were a delight to assist today!!
3:42:49 PM Brandon Thank you for all your help.
3:43:07 PM Sup_Magandeep_112479 You are welcome. Bye

 

You might want to censor or change your personal information if you haven't already.

 

Yeah you left the phone # in the last paragraph with the Supervisor. I am STUNNED at the conflicting answers you got on this, utterly unreal....

 

Welcome to the standard tech support experience. You want to get anything done, then pay $200 extra for premium support, or buy an XPS or business-class machine.

 

That isn't right...You should be able to get the same level of accuracy from the outsourced tech support as the premuim support, meaning they shouldn't give conflicting answers like that. They should be able to like access the SAME network that the premuim people get and be able to ACCESS the right and current information. This isn't right that people like average consumers get a less then accurate answer when inquiring into the status of a pending order or return.

 

I guess their logic is that you get what you pay for. You can pay extra for superior support, or buy a more expensive system.

 

Not right though, is it?

 

Or get a business notebook and get the business support

 

Dell India tech support isnt worth a damn. I had problems with my DVD drive not reading DVDs that could be read in external drive attached to same laptop. I let the agent take control of my computer, who then proceeded to install codecs (er, I did tell the agent it was a game on a DVD disc, not a DVD video), then install a different media player (er hello.....) before finally giving me a charged number to call. Bunch of numpties.