monzyummylunch

We Have Friends In High Places!

Monz makes a significant trek down the mean streets of mid-town Waukegan to go to this place for their lasagna special.

Yesterday we told you how Monz inspires us to deal with consumer reps. Today we show you how Monz inspires consumer reps to deal with us.

07/02/2006 07:58:00PM Session Started with Agent (Veena P.)

07/02/2006 07:58:05PM Agent (Veena P.): "Thank you for contacting Dell Customer Care Chat. My name is Veena. How may I help you today?"

07/02/2006 07:58:15PM Agent (Veena P.): "Hello MYL, how may I assist you today?"

07/02/2006 07:59:17PM MYL: "Hi Veena -- I'm having problems with my order. I've e-mailed customer support twice but they 1) told me to call a phone number (which did not answer) and 2) then didn't understand my problem. I've tried calling a different number on the invoice and was told it was wrong. This is the url on the invoice. Here's the problem: I recently ordered a laptop. Two days after ordering I called to upgrade to a 100 GB hardrive"

07/02/2006 08:00:10PM MYL: "I notice that it doesn't have a 100 GB hardrive. It says it has 66.6GB total -- there's 55 GB available right now, probalby the preinstalled software and the files I transfered from my desktop computer."

07/02/2006 08:01:33PM Agent (Veena P.): "Please give me 2 minutes. Let me check your order information."

[time keeps on slipping slipping slipping into the future]

07/02/2006 08:03:22PM Agent (Veena P.): "For security purposes, please verify the name, full address,

07/02/2006 08:05:35PM MYL: "MYL Big Ass Office Building Chicago, IL 60614. Pleaes understand, this is my sixth attempt to contact Dell on this.

07/02/2006 08:06:08PM Agent (Veena P.): "Thank you for verifying the information."

07/02/2006 08:06:50PM Agent (Veena P.): "MYL, the hard drive size may appear up to 15 gigabytes smaller than what is listed on their order. This discrepancy is due to the partitioning of the hard drive to allow for a PC restore function. This is commonly known as a “go back” function, and"

07/02/2006 08:07:53PM MYL: "This is more than 15 gigabites -- this is 33 gigabytes. Also, I have no way of verifying that the missing memory is due to that partitioning -- nothing indicates that on the invoice of bill."

07/02/2006 08:08:06PM Agent (Veena P.): "MYL, if you would like to have the option removed you need to contact our Consumer Hardware Warranty Support who can check on this and assist you better."

07/02/2006 08:11:40PM MYL: "That presumes that it is indeed a 100 GB harddrive and not a mistake -- from what you wrote, it sounds like it's a 80 gb harddrive. Dell made a mistake one way or another -- either they overdid this partition or they sent the wrong harddrivfe. I'm reque"

07/02/2006 08:13:14PM Agent (Veena P.): "MYL, I do understand how you feel about this and I certainly do apologize for the inconvenience caused."

07/02/2006 08:13:52PM Agent (Veena P.): "Unfortunately we would not be able to refund in this regard. However I can transfer the chat to our specialized Consumer Hardware Warranty Support who can remove the partition so that you can have the full 100 GB hard drive."

07/02/2006 08:16:41PM MYL: "Why are you certain that Dell didn't send me a smaller harddrive. From your own words only 15 gb should be taken up by the harddrive. If you can't refund the upgrade, BEFORE transfering me to hardware support, tell me how I can just return it -- if they take too long or give me another runaround at that point I'd just prefer to return it"

07/02/2006 08:18:08PM Agent (Veena P.): "MYL, I do understand your concern. As we are in customer care support we are not technically trained to check as to why the hard drive sent was less. I suggest you contact our Consumer Hardware Warranty Support who can check on this and have corre"

07/02/2006 08:18:36PM MYL: "Ok, but please tell me how I can return the unit for the full refund just in case."

07/02/2006 08:19:01PM MYL: "(I don't trust Dell's support -- it took so long just to get to this point, I'm not spending all my vacation doing this)."

07/02/2006 08:19:48PM Agent (Veena P.): "MYL, please do not worry. I can transfer the chat one of our Consumer Hardware Warranty Support who can check on this and assist you better."

07/02/2006 08:20:11PM MYL: "NO! PLEASE DO NOT TRANSFER ME!"

07/02/2006 08:20:23PM MYL: "Please tell me how to return the computer -- The invoice says 21-days no questions asked guarantee."

07/02/2006 08:20:30PM MYL: "WE KNOW THE MONZ!!!!!!!!!!!!!!!!!!!!!!!!!!!"

07/02/2006 08:20:57PM Agent (Veena P.): "MYL, I have checked with my manager and as an exceptional case we can credit the amount charged for the hard drive to your account."

07/02/2006 08:22:02PM MYL: "I would find that acceptable. I could live with less than 100gb, but not 35% less. Will some confirmation be sent that the amount will be credited?"

07/02/2006 08:22:47PM Agent (Veena P.): "Please bear with me for couple of minutes let me process for credit and provide you confirmation number."

07/02/2006 08:26:28PM Agent (Veena P.): "MYL, the confirmation number for credit would be 074323314. The amount will be credited to your account within 5 to 7 business days."

07/02/2006 08:27:41PM MYL: "Thank you -- is the amount approx. $60?"

07/02/2006 08:28:29PM Agent (Veena P.): "MYL, the total amount that you have been charged for the hard drive is $31.56."

07/02/2006 08:31:22PM MYL: "That's not true and I have the Dell e-mail and credit card bill to prove it (it was over $60). But I'll compromise -- I appreciate you talking with your manager and it's possible that the harddrive is the 100GB that was just "over-partitioned" as you ind"

07/02/2006 08:31:49PM MYL: "In other words, the refund you stated is acceptable - again, thanks."

07/02/2006 08:33:01PM Agent (Veena P.): "Thank you for accepting the refund. If you would like to get the full hard drive and remove the partition you need to contact our Consumer Hardware Warranty Support."

07/02/2006 08:34:04PM MYL: "(I just cheked my e-mail -- it was a Margarita R. who placed the upgrade order for $67). Do you have a url for consumer hardware warranty support or is it only through chat?"

07/02/2006 08:34:54PM Agent (Veena P.): "MYL, I can transfer the chat to our Consumer Hardware Warranty Support right away."

07/02/2006 08:35:04PM Agent (Veena P.): "You may also reach Consumer Hardware Warranty Support by calling 1-800-624-9896."

07/02/2006 08:35:14PM Agent (Veena P.): "The chat link would be, http://support.dell.com/support/topics/global.aspx/support/en/chat?c=us&cs=19&l=en&s=dhs&~pbar=true"

07/02/2006 08:36:03PM MYL: "I'll call them -- I'm not online with the laptop at present. Thank you again."

07/02/2006 08:36:09PM Agent (Veena P.): "You are welcome."

07/02/2006 08:36:10PM Agent (Veena P.): "Is there anything else I can assist you with?"

07/02/2006 08:37:44PM MYL: "That was everything -- have a good remainder of the day."

07/02/2006 08:37:55PM Agent (Veena P.): "Thank you. You have a great day."

07/02/2006 08:37:57PM Agent (Veena P.): "Are you satisfied with the level of service that you have received from me today?"

[NOTE -- we were not trying to be rude at this next point, we had already typed "Goodnight" and imediately logged off before seeing the "Are you satisfied..." question and honestly were surprised to see the chat log in this order]

07/02/2006 08:38:03PM MYL: "Goodnight."

07/02/2006 08:38:17PM Agent (Veena P.): "Thank you. You too have a great night."

07/02/2006 08:38:50PM Agent (Veena P.): "Are you satisfied with the level of service that you have received from me today?"