Dell support - i guess

Time Details 12/05/2006 12:26:17PM Session Started with Agent (RTS Shannah M) 12/05/2006 12:26:28PM Agent (RTS Shannah M): "Thank you for patiently waiting. You have reached Dell Hardware Warranty Chat

Support. My name is Shannah and I will be assisting you today. Will you provide details about the issue you're having?"

12/05/2006 12:26:36PM ROSALIND HARTMANN: "hello?"

12/05/2006 12:26:58PM ROSALIND HARTMANN: "Oh hello. I called support the other day about the problems I'm having with Sonic Cineplayer."

12/05/2006 12:27:08PM ROSALIND HARTMANN: "I was put on hold but never received my reference number"

12/05/2006 12:27:20PM ROSALIND HARTMANN: "when i put my dvd in, it'll start playing but then it'll give me an error."

12/05/2006 12:27:27PM ROSALIND HARTMANN: "same thing happens with windows media player"

12/05/2006 12:28:04PM ROSALIND HARTMANN: "the rep erased all my drivers for cineplayer and now i'm waiting on the cd from her, but how can that be the problem when it affects windows media player as well?"

12/05/2006 12:28:57PM ROSALIND HARTMANN: "i just want my lap top fixed. it's not even a year old. can i send it in for a factory reinstall?"

12/05/2006 12:29:35PM ROSALIND HARTMANN: "hello?"

12/05/2006 12:29:48PM Agent (RTS Shannah M): "I'm still here, just documenting your information."

12/05/2006 12:30:26PM ROSALIND HARTMANN: "i started to download drivers for the dmx but i dont know if that's what i need and its from 2005 but its from the dell site"

12/05/2006 12:30:50PM Agent (RTS Shannah M): "I'm sorry about any inconvenience this has caused you but I'm going to see if the disc is being shipped out to you and check the status of it."

12/05/2006 12:31:08PM ROSALIND HARTMANN: "thank you"

12/05/2006 12:31:28PM ROSALIND HARTMANN: "while you're doing that, i'm going to afk for 3 mins"

12/05/2006 12:31:43PM Agent (RTS Shannah M): "Ok"

12/05/2006 12:33:49PM ROSALIND HARTMANN: "k"

12/05/2006 12:34:10PM Agent (RTS Shannah M): "What address would you like the software to come to?"

12/05/2006 12:34:29PM ROSALIND HARTMANN: "my home address"

12/05/2006 12:34:43PM ROSALIND HARTMANN: "oh, i think she's sending it to XXXXX"

12/05/2006 12:34:51PM ROSALIND HARTMANN: "that's my work, is that what she put?"

12/05/2006 12:35:05PM Agent (RTS Shannah M): "I'm going to have to send the software out to you."

12/05/2006 12:35:12PM Agent (RTS Shannah M): "What's your whole address?"

12/05/2006 12:35:19PM ROSALIND HARTMANN: "great, so she didn't even do it?"

12/05/2006 12:35:28PM ROSALIND HARTMANN: "XXXXX
" 12/05/2006 12:35:35PM ROSALIND HARTMANN: "anchorage AK 99501"

12/05/2006 12:37:30PM ROSALIND HARTMANN: "but if reinstalling it doesn't work, will i have to ship my laptop back to you guys?"

12/05/2006 12:39:51PM Agent (RTS Shannah M): "Case# 150268542 Dispatch Reference # 082173515"

12/05/2006 12:40:02PM Agent (RTS Shannah M): "In order to replace your part,
and in accordance with your contract, I have setup a dispatch to have the part shipped to you."

12/05/2006 12:40:03PM Agent (RTS Shannah M): "The part will be shipped UPS ground which is typically 2 business days."

12/05/2006 12:40:04PM Agent (RTS Shannah M): "For service status, please go to http://support.dell.com 1. Log in 2. Click on “My

Order Status” 3. Click on “My Support” and select “Service Call Status” 4. Enter your Dispatch Reference# (Service Call Number) and Region or Service Tag" 12/05/2006 12:40:11PM Agent (RTS Shannah M): "If you need further assistance with this case, you may contact us via [Chat]:

www.dell.com/chatsupport or [email]: [email protected] (include your Case#, Express Service Code and other relevant information) [Subject]: Team 317 Email Dell Inc. Case#" 150268542 12/05/2006 12:40:13PM Agent (RTS Shannah M): "For future reference you will receive a copy of this chat journal via email."


12/05/2006 12:40:13PM Agent (RTS Shannah M): "I am constantly striving to improve my service. If there is anything I can do to help improve your experience, please don't hesitate to let me know by contacting my manager via email at [email protected]."

12/05/2006 12:40:25PM Agent (RTS Shannah M): "Is there anything else that I can help you with today?"

12/05/2006 12:40:40PM ROSALIND HARTMANN: "you could answer my questions above"

12/05/2006 12:41:31PM Agent (RTS Shannah M): "If you reinstall the software and it still don't work we're going to have to look into the hardware, the drive."

12/05/2006 12:42:15PM ROSALIND HARTMANN: "so then i do have to send it back? will i have to pay for shipping or is that covered?"

12/05/2006 12:43:11PM Agent (RTS Shannah M): "No, you wouldn't have to send the system in for service."

12/05/2006 12:43:36PM ROSALIND HARTMANN: "i can take it somewhere here in anchorage?"

12/05/2006 12:44:14PM Agent (RTS Shannah M): "If it has a hardware issue that we'll need to replaced you'll be able to send the system in for service then."

12/05/2006 12:44:51PM ROSALIND HARTMANN: "so does the cineplayer cd have drivers that affect windows media player? because i dont get how installing one program would help another unless that's it"

12/05/2006 12:45:13PM Agent (RTS Shannah M): "Yes, the Cineplayer is like a DVD Decoder software for the drive."

12/05/2006 12:45:38PM ROSALIND HARTMANN: "alrighty. so for sure it's on its way now?"

12/05/2006 12:45:46PM ROSALIND HARTMANN: "because i thought it was on its way 2 days ago"

12/05/2006 12:46:25PM Agent (RTS Shannah M): "I'm sorry about that, Rosalind, but I send the software to you and it should be there in 1-2 business days."

12/05/2006 12:46:43PM ROSALIND HARTMANN: "ok and this entire conversation is being emailed to me?"

12/05/2006 12:47:36PM Agent (RTS Shannah M): "A transcript of this chat will be emailed to you."

12/05/2006 12:48:08PM ROSALIND HARTMANN: "thank you"