Had to make this chat call this morning.
This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 68856368.
Time Details
04/16/2015 08:33:48AM System: “We apologize for the long wait time as we are currently experiencing heavy chat volume. We appreciate your patience. If you need to check the status of your order, please log on to www.dell.com/orderstatus.”
04/16/2015 08:42:30AM Session Started with Agent (sai_venkata_phani_kumar)
04/16/2015 08:42:30AM Michael: “I never received a confirmation. and expected to recieve it today.”
04/16/2015 08:43:01AM Agent (sai_venkata_phani_kumar): “Welcome to Dell US Customer Care Chat! My name is Phani.”
04/16/2015 08:43:09AM Michael: “moring”
04/16/2015 08:44:17AM Agent (sai_venkata_phani_kumar): “Hi Michael. Good morning.”
04/16/2015 08:44:36AM Michael: “i placed and order on the 13th purchase ID # 2005536323873 I expected it today but i have not received a confirmation and order number.”
04/16/2015 08:44:49AM Agent (sai_venkata_phani_kumar): “Thank you.”
04/16/2015 08:44:57AM Agent (sai_venkata_phani_kumar): “Please allow me 2-3 minutes while I check for the information.”
04/16/2015 08:45:18AM Agent (sai_venkata_phani_kumar): ““I request your co-operation as I am handling two chats at a time and there might be a delay in response. Thank you.””
04/16/2015 08:46:24AM Michael: “i understand. over worked and under paid.”
04/16/2015 08:49:15AM Michael: “Email headder From: Dell (please do not reply) [****] On Behalf Of Dell Inc.
Sent: Monday, April 13, 2015 8:07 PM
To: dell@itotx.com
Subject: Dell Order Has Been Acknowledged for Dell Purchase ID: 2005536323873”
04/16/2015 08:49:38AM Agent (sai_venkata_phani_kumar): “Thank you for staying connected. I appreciate your patience.”
04/16/2015 08:49:56AM Agent (sai_venkata_phani_kumar): “Could you please provide me the first, last name and the zip code?”
04/16/2015 08:50:15AM Michael: “I really have no other option if I want this resolved! :(”
04/16/2015 08:50:36AM Michael: “Michael Golen 76577”
04/16/2015 08:50:53AM Agent (sai_venkata_phani_kumar): “Thank you.”
04/16/2015 08:51:01AM Agent (sai_venkata_phani_kumar): “Please stay connected, while I check this.”
04/16/2015 08:55:10AM Michael: “it is interesting that this was my preferred method as it was faster than the phone. Unfortunately not much quicker anymore. :(”
04/16/2015 08:56:01AM Agent (sai_venkata_phani_kumar): “Thank you for staying connected. I appreciate your patience.”
04/16/2015 08:56:08AM Agent (sai_venkata_phani_kumar): “I apologize for the delay.”
04/16/2015 08:56:38AM Agent (sai_venkata_phani_kumar): “This order has probably not gone through.”
04/16/2015 08:56:58AM Agent (sai_venkata_phani_kumar): “Kindly stay connected, while I transfer this chat to sales, to replace the order.”
04/16/2015 08:57:12AM Michael: “Can you explain what happened? The account I opened that day was to have $5K available and this was less than $1500”
04/16/2015 08:58:32AM Agent (sai_venkata_phani_kumar): “Have you placed this order online?”
04/16/2015 08:59:35AM Michael: “yes”
04/16/2015 08:59:36AM Michael: “From: Dell (please do not reply) [****] On Behalf Of Dell Inc.
Sent: Monday, April 13, 2015 8:07 PM
To: dell@itotx.com
Subject: Dell Order Has Been Acknowledged for Dell Purchase ID: 2005536323873
We have received your order
Thank you for your order,”
Michael Golen!
Once we’ve reviewed your order, we’ll send you an order confirmation email with delivery details.
Below is a list of what you ordered.
Note: If you’ve ordered several items, they may ship separately and on different dates. This provides
you with faster delivery, at no additional cost.
If you have not received your order confirmation email within 2 business days, please contact our Order Support experts for assistance.
Order Info
Order Date: 04/13/2015
Dell Purchase ID:
04/16/2015 09:01:42AM Michael: “I see why HP gained market sales.”
04/16/2015 09:01:44AM Agent (sai_venkata_phani_kumar): “The order has not gone through because of processing issue.”
04/16/2015 09:01:58AM Michael: “why did they not notify me?”
04/16/2015 09:02:38AM Agent (sai_venkata_phani_kumar): “I apologize for this. I will share the feedback with the concerned department.”
04/16/2015 09:02:59AM Agent (sai_venkata_phani_kumar): “Please stay connected, while I transfer this chat to sales.”
04/16/2015 09:03:09AM Agent (sai_venkata_phani_kumar): “They will assist you in getting this fixed.”
04/16/2015 09:04:30AM Michael: “I was counting on this for a meeting on Friday. If I knew it was not ordered I could have tried earlier, but it stated wait 2 days and you were closed last night when I arrived home after 9PM to try and find out the status.”
04/16/2015 09:07:35AM Agent (sai_venkata_phani_kumar): “I do understand your concern Michael.”
04/16/2015 09:08:11AM Agent (sai_venkata_phani_kumar): “I regret the inconvenience.”
04/16/2015 09:08:26AM Michael: “I am now looking at my options under the employee purchase program as I am a worker for the state of Texas.”
04/16/2015 09:08:45AM Agent (sai_venkata_phani_kumar): “Let me transfer this chat to sales, so that they can get this issue resolved.”
04/16/2015 09:08:48AM Michael: “Hope that there is some type of compensation for the inconvenience.”
04/16/2015 09:08:52AM Agent (sai_venkata_phani_kumar): “Are you okay for the transfer?”
04/16/2015 09:09:07AM Michael: “yes.”
04/16/2015 09:10:08AM Agent (sai_venkata_phani_kumar): “Thank you.”
04/16/2015 09:11:44AM Agent (sai_venkata_phani_kumar): “Thank you so much for choosing Dell. We appreciate your business.”
04/16/2015 09:12:22AM Session Ended
If you require further assistance, please visit us at support.dell.com
I was not forwarded anywhere. The chat ended!