FIRST TECHNICIAN
22:38:56SystemConnecting to server. Please wait...
22:38:56SystemConnected to chat2.us.dell.com
22:38:56Systemhttp://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs
22:39:16Systemhttp://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_doc?c=us&cs=19&l=en&s=dhs
22:42:46SystemDhruv_01110995 has joined this session!
22:42:46SystemConnected with Dhruv_01110995
22:42:46Dhruv_01110995: Thank you for
contacting Dell Technical Support. My name is Dhruv and my rep ID number is
01110995. How may I assist you today?
22:43:25You: I recently bought my
computer and just today I took it out of the box---the sound card I purchased
is supposed to come with a firewire (IEEE 1394) port, but I cannot find it on
the computer
22:43:46Dhruv_01110995: We regret
the inconvenience caused to you.
22:43:46Dhruv_01110995: Thank you
for the information. I’ll be glad to assist you. Please give me 2 to 3 minutes
to pull up your account information. In the meantime I would like to inform you
that you might get aninvitation to participate in a survey at the end of this
session.
You will be asked to
rate our interaction on a scale of 1 to 5 with 5 being very satisfied. In order
to participate in the survey, you must close the chat by selecting the
"Exit" button.
22:43:46Dhruv_01110995: Also, may I
have your telephone number, along with the area code to update our records?
22:44:00You: #########
22:44:46Dhruv_01110995: I would like
to inform you incase we loose connection, either due to a system restart or
troubleshooting, you will receive a call back to resolve the issue to your
satisfaction. Would that be fine with you ?
22:44:54Youok
22:45:16Dhruv_01110995: Thank you. I
suppose the no given by you at the start of the conversation would be the right
no to reach you, am I right ?
22:45:16Dhruv_01110995: Any
alternate numbers to reach you?
22:45:54You: i didn't say no
anywhere in the conversation--i'd be fine with somone contacting me at the
number i already provided
22:46:46Dhruv_01110995: I understand
your concern and I will personally attend to your matter and assure you to
provide you quality service.
22:46:52You: ok
22:53:36Dhruv_01110995: Could you
please give me 2-3 minutes while I check my resources to provide you with the
best possible steps?
22:59:27Dhruv_01110995: Thank you
for staying online. I appreciate your patience.
22:59:37SystemDhruv_01110995 pushes
page, http://support.dell.com/support/edocs/acc/P77830/en/index.htm
23:01:59You: http://www.dell.com/content/learnmore/learnmore.aspx?c=us&l=en&s=gen&~id=audio_dimen&~lt=popup&~series=dimen&~tab=other&ref=CFG&ref=CFG
23:04:57Dhruv_01110995: I am
checking the link.
23:07:47Dhruv_01110995:I have
checked the link and I apologise for the inconvenience caused to you.
23:08:07Dhruv_01110995: You need to
contact customer care department in this case.
23:08:27Dhruv_01110995: The number
1-800-624-9897
23:08:27Dhruv_01110995: Is there
anything else I can assist you with the Dell computer?
for contacting Dell Technical Support. My name is Geet and my rep ID number is
110983. How may I assist you today?
around while trying to get parts for my computer--i contacted tech support, who
told me to contact customer service, who told me to contact tech support
card I ordered with my computer is supposed to come with a IEEE 1394 port and
that port is not on my computer
for the information. I’ll be glad to assist you. Please give me 2 to 3 minutes
to pull up your account information. In the meantime I would like to inform you
that you might get an invitation to participate in a survey at the end of this
session. You will be asked to rate our interaction on a scale of 1 to 5 with 5
being very satisfied. In order to participate in the survey, you must close the
chat by selecting the "Exit" button.
have your telephone number, along with the area code to update our records?
for the information.
records with me, you have a Dimension E 520 with windows XP. Am I right?
chatting from the same system on which you are facing the issue?
computer---but I have the E520 beside me
together for your computer and I assure you that I would guide you to the best
of my ability to provide you the resolution.
check the system specifications please.
for staying online.
have checked the order details and also the components list.
1394 was not ordered with the system, you can also verify the same in the
invoice.
that---however, the sound card i ordered (SoundBlaster X-FI Xtreme Music) is
supposed to come with one according to Dell website
process), you'll see there is a check next to IEEE 1394 port in the column of
the sound card i ordered
check.
checking the system original configuration parts information.
online with me
for staying online.
card comes in many types, the card installed on your system does not has that
feature.
should be entitled to a free IEEE 1394 card because, as the link I sent you
shows, the system led me to believe that this card would come with that port
and I configured my system according to the misinformation
you confirmed with the Sales representative about the card?
link I sent you clearly stated that there woudl be a IEEE 1394 port.
sound card I ordered, not a different version of the same card
comes in many types and the card you ordered specifies in your invoice also
that it does not has IEEE 1394 port.
ordered a different card.
on the link.
you said "X-Fi XtremeMusic"---there is only 1 card with that name
says that the IEEE 1394 port is included
system was not built according to that link,.
even check your invoice which says as which card was ordered.
from the order process where it says 'help me choose'
check the invoice, it will give you a clear picture.
invoice--i ordered the X-Fi XtremeMusic card--that is the only X-Fi card
available on that system (according to the sound card options listed)
replace it.
assured of that.
that can call me to discuss this?
chat support do not have the facility to call back.
last tech i talked to called me on my phone
you can contact the Customer Care and they ill help you in this regard.
Customer Care number is - 1-800-624-9897
the last technican I talked to--how did he call me if there is no call back
feature?
1-800-289-3755
from a manager there to discuss this issue
not have permission to call back, how ever we also cant send the different card
as it is not on the order list, we can only send a part which has gone bad and
is in the order list.
has go
the typo.
has gone bad then we can certainly repalce that card but then again it will be
the same card.
customer care tomorrow and I will let them know that one tech on the chat
called me and the other refused to call.
that I am extremely dissatisfied with the service I have gotten from Dell.
refusing to fix the problem. This is horrible service and I will think twice
before I order another Dell product.
