Dell chat woes (for your laughs)

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Stephen Yeoh
Solo Chair
Posts: 597
Joined: Thu May 15, 2008 11:30 am
Car#: 888

Dell chat woes (for your laughs)

Post by Stephen Yeoh » Sat Mar 02, 2019 10:44 am

This was my attempt to buy another laptop for the club, copying an existing order. It should have been as simple as looking up the configuration on the previous order, confirming the price and taking payment. What a painful experience using chat.

Time Details
03/02/2019 11:13:21AM Session Started with Agent (Sai_Kiran1)
03/02/2019 11:13:21AM Stephen Yeoh: "1_227"
03/02/2019 11:13:26AM Agent (Sai_Kiran1): "Welcome to Dell US Chat! My name is Kiran and I will be your Sales Chat Expert. I can be reached at and you can also reach at 1800-289-3355"
03/02/2019 11:14:14AM Stephen Yeoh: "Hi, I'd like to buy another matching laptop to this order number XXXX"
03/02/2019 11:14:24AM Agent (Sai_Kiran1): "Glad you chatted in today, I'd be happy to help you"
03/02/2019 11:15:18AM Agent (Sai_Kiran1): "Allow me a minute while I check that for you"
03/02/2019 11:16:47AM Agent (Sai_Kiran1): "Stephen, Would you like me to re order the same?"
03/02/2019 11:17:08AM Stephen Yeoh: "yes, qty 1"
03/02/2019 11:17:58AM Agent (Sai_Kiran1): "Sure Stephen."
03/02/2019 11:18:26AM Stephen Yeoh: "I'm assuming it will be the same price as well. Is that right?"
03/02/2019 11:18:26AM Agent (Sai_Kiran1): "In order to help you with the quote today may i have you First and Last Name, Billing and Shipping Address, Email Address and Phone Number Please ."
03/02/2019 11:19:12AM Stephen Yeoh: "It's on the order"
03/02/2019 11:19:38AM Agent (Sai_Kiran1): "Sure, I will check that for you"
03/02/2019 11:20:22AM Agent (Sai_Kiran1): "In order to help you with the quote today may i have you First and Last Name, Billing and Shipping Address, Email Address and Phone Number Please"
03/02/2019 11:20:41AM Stephen Yeoh: "you can see my name"
03/02/2019 11:20:55AM Stephen Yeoh: "shipping address ADDR"
03/02/2019 11:21:48AM Stephen Yeoh: "billing address Dennis..."
03/02/2019 11:22:36AM Agent (Sai_Kiran1): "Thank you"
03/02/2019 11:23:00AM Agent (Sai_Kiran1): "May I have the first and last name, email address and phone number please?"
03/02/2019 11:24:38AM Stephen Yeoh: "why do you keep asking me the same question? It's on the order, and my name is listed on the chat"
03/02/2019 11:25:34AM Agent (Sai_Kiran1): "Thank you."
03/02/2019 11:26:37AM Agent (Sai_Kiran1): "I would like to inform, for security reasons we would need to confirm this on the chat to ensure we keep correct information"
03/02/2019 11:27:00AM Stephen Yeoh: ""
03/02/2019 11:27:10AM Stephen Yeoh: "805-835-4352"
03/02/2019 11:28:04AM Agent (Sai_Kiran1): "Thank you for the information"
03/02/2019 11:28:19AM Agent (Sai_Kiran1): "Allow me 2 minutes while I create the quote for you"
03/02/2019 11:32:25AM Agent (Sai_Kiran1): "Thank you for staying connected"
03/02/2019 11:32:52AM Agent (Sai_Kiran1): "I am able to get you for the same price"
03/02/2019 11:33:02AM Agent (Sai_Kiran1): "$XXX+taxes"
03/02/2019 11:33:29AM Agent (Sai_Kiran1): "How long do you intend on keeping this PC?"
03/02/2019 11:33:53AM Stephen Yeoh: "please open the secure chat for the credit card info"
03/02/2019 11:34:16AM Agent (Sai_Kiran1): "Would you like to have the warranty support"
03/02/2019 11:34:34AM Stephen Yeoh: "no"
03/02/2019 11:34:40AM Agent (Sai_Kiran1): "I Personally Recommend that we upgrade your service plan to a 3 / 4 Year of Premium Support. This will provide you with a 24/7 Premium Phone & Online Support that covers Hardware & Software issues, Support Assist Software that detects issues on your PC &"
&nbsp provides Pro-automated alerts. In addition to this, all Parts & Labor are covered with Next or 2nd Business day in-home service instead of the standard Mail-in support which can take up to 14 days to have your issues resolved.
03/02/2019 11:34:42AM Stephen Yeoh: "as is please"
03/02/2019 11:35:22AM Agent (Sai_Kiran1): "For Feedback, Is there any reason that you wouldn’t want to take advantage of this great Service package that we have on offer?"
03/02/2019 11:35:38AM Stephen Yeoh: "as is, no more questions or selling"
03/02/2019 11:35:56AM Agent (Sai_Kiran1): "Thank you"
03/02/2019 11:36:14AM Agent (Sai_Kiran1): "I will be sending a masked secure prompt on this chat for you to enter your credit/debit card information. This script goes right away if the information is not entered immediately. Please let me know if you're ready with the payment information so I may"
&nbsp run it.
03/02/2019 11:38:06AM Stephen Yeoh: "go ahead"
03/02/2019 11:38:14AM Question: "Would you like to pay with a credit card?"
03/02/2019 11:38:14AM URL Shown: ""
03/02/2019 11:38:23AM Stephen Yeoh: "Yes"
03/02/2019 11:39:02AM Agent (Sai_Kiran1): "Thank you"
03/02/2019 11:39:21AM Agent (Sai_Kiran1): "Just to confirm, May I know if you have dell preferred account?"
03/02/2019 11:39:50AM Stephen Yeoh: "no preferred account, please ship as is"
03/02/2019 11:41:11AM Agent (Sai_Kiran1): "Thank you for the information"
03/02/2019 11:41:34AM Agent (Sai_Kiran1): "Dell Preferred Account is a revolving line of credit which allows you to pay for your purchase all at once or gives you the flexibility to make monthly payments. With this account there is No Down payment, No Prepayment penalty, No annual fees"
03/02/2019 11:41:38AM Agent (Sai_Kiran1): "We offer Dell Preferred Account which is Financing account! We are currently having 6 months special financing which is No Interest (if paid in full within due date) for purchases above $199 & 12 months special financing which is No Interest No Interest ("
&nbsp if paid in full within due date) for purchases above $899. Would you like to see if you qualify?
03/02/2019 11:41:47AM Agent (Sai_Kiran1): "We have a loyalty program called Dell Advantage Rewards that rewards our customers. For each order you place with your sales rep you will receive 3% back in rewards on sub total . In addition, all purchases using Dell Preferred Account receive an additio"
&nbsp nal 3% in rewards for a total of 6%.
03/02/2019 11:42:14AM Stephen Yeoh: "no thanks"
03/02/2019 11:42:23AM Agent (Sai_Kiran1): "Thank you"
03/02/2019 11:42:31AM Agent (Sai_Kiran1): "May I have the best phone number to call you and help you with the purchase?"
03/02/2019 11:43:00AM Stephen Yeoh: "I've been trying to order this now for 30 minutes. can we please just finish up? Use the order info."
03/02/2019 11:43:20AM Agent (Sai_Kiran1): "I am sorry"
03/02/2019 11:43:22AM Agent (Sai_Kiran1): "I am doing it"
03/02/2019 11:43:32AM Stephen Yeoh: "i'm losing my patience. I know you are doing your job, but this is getting ridiculous"
03/02/2019 11:44:23AM Agent (Sai_Kiran1): "DENNIS HUBBARD, let's take a moment to review the details of your order."
03/02/2019 11:44:31AM Agent (Sai_Kiran1): "Your shipping address is:


Your shipping email address is:

03/02/2019 11:44:35AM Agent (Sai_Kiran1): "Your shipping method is Standard Delivery"
03/02/2019 11:44:41AM Agent (Sai_Kiran1): "Your estimated delivery date is 03/15/2019"
03/02/2019 11:44:47AM Agent (Sai_Kiran1): "You have 1 Inspiron 17 5000"
03/02/2019 11:44:56AM Agent (Sai_Kiran1): "Inspiron 17 5000
Processor: 7th Generation Intel® Core™ i7-7500U Processor (4MB Cache, up to 3.5 GHz)
Operating System: Windows 10 Home 64-bit English
Video Card: Intel® HD graphics 620 with shared graphics memory
Color Choice: Platinum Silver
Memory: 24G"
&nbsp B Memory: 8GB 2400MHz DDR4 DRAM + 16GB Intel® Optane™ Memory
Hard Drive: 1TB 5400 rpm SATA Hard Drive
LCD: 17.3-inch FHD (1920 x 1080) Anti-Glare LED-Backlit Display
CD ROM/DVD ROM: Tray load DVD Drive (Reads and Writes to DVD/CD)
Wireless: 802.11ac + Blu
03/02/2019 11:45:01AM Agent (Sai_Kiran1): "1 Year Mail In Service
Microsoft Application Software: Microsoft Office 30 Day Trial
Additional Software: Additional Software
Protect your new PC: McAfee LiveSafe 12 Month Subscription"
03/02/2019 11:45:31AM Agent (Sai_Kiran1): "CreditCard
Name on Card:Stephen Yeoh
03/02/2019 11:45:34AM Stephen Yeoh: "perfect, thank you Sai"
03/02/2019 11:45:42AM Agent (Sai_Kiran1): "DENNIS HUBBARD, Your purchase will be subject to Dell's Terms of Sale, which require individual arbitration of any disputes. You can find them at the bottom of each page on Once I place your order, it begins production and changes or cancellatio"
&nbsp n may not be possible. Would you like any additional review of your order details before I place the order?
03/02/2019 11:45:46AM Stephen Yeoh: "name on card id Dennis Hubbard as originally indicated"
03/02/2019 11:46:17AM Agent (Sai_Kiran1): "Thank you for the information"
03/02/2019 11:49:11AM Agent (Sai_Kiran1): "Congratulations on your New purchase!!
The order confirmation is emailed to you."
Stephen Yeoh
Cal Club Autocross Chair

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