01/24/2008 03:10:34PM Session Started with Agent (CSS_Yolanda_482877)
01/24/2008 03:10:34PM Agent (CSS_Yolanda_482877): "Thank you for contacting Dell Hardware Warranty Chat Support! My name is Yolanda. How may I help you?"
01/24/2008 03:10:44PM Maurice Lawles: "I would like to check the status of a part that was supposed to have been shipped to me this week. I spoke with another agent of yours, Paris #480802 on the 18th of last week. The session ID was < REMOVED > if that helps."
01/24/2008 03:11:40PM Maurice Lawles: "I was called by the automated system on Monday and told that it would be delayed, and then called Tuesday by a real person who informed me to expect it by Thursday."
01/24/2008 03:11:40PM Maurice Lawles: "The Service Tag for my laptop is < REMOVED >."
01/24/2008 03:12:59PM Agent (CSS_Yolanda_482877): "Maurice, would you mind if I could ahve the contact number to reach you if the chat disconnects or drops due to internet issues. If so, then please give me the contact information and a suitable time for me to call back if the issue is not resolved. Thanks alot for being patient."
01/24/2008 03:13:10PM Maurice Lawles: "Sure. < REMOVED >"
01/24/2008 03:13:10PM Agent (CSS_Yolanda_482877): "The part was delayed for shipping."
01/24/2008 03:16:22PM Maurice Lawles: "Correct. I spoke with another representative about half an hour ago, and he said that too. He also said that there were no notes or any other information about the part. I suppose my question now is, who do I need to contact to find out why the part was delayed and what time frame I can expect it to ship?"
01/24/2008 03:17:39PM Agent (CSS_Yolanda_482877): "Maurice the part has now been issued. You may receive the part on tomorrow."
01/24/2008 03:17:49PM Agent (CSS_Yolanda_482877): "More than likely you should get it tomorrow."
01/24/2008 03:18:24PM Maurice Lawles: "Ok. Can I have some way of verifying where it is or the status should anything else happen? A tracking number perhaps?"
01/24/2008 03:19:34PM Agent (CSS_Yolanda_482877): "There isn't a tracking number yet."
01/24/2008 03:11:40PM Maurice Lawles: "Ok. Could I receive the tracking number in email when you have one?"
01/24/2008 03:20:39PM Agent (CSS_Yolanda_482877): "You will be notified by email when the part has shipped. I do apologize for the delay. I know it has been frustrating."
01/24/2008 03:21:09PM Maurice Lawles: "Yes, it has. Ok, Well, thank you for checking up on things for me."
01/24/2008 03:21:34PM Agent (CSS_Yolanda_482877): "< REMOVED > is your case number."
01/24/2008 03:21:34PM Agent (CSS_Yolanda_482877): "Maurice, it has been a great pleasure working with you today. I'm going to send you some important information for your records. I apologize for its lengthiness. Let me know if you have any questions about it. For future reference, a copy of this chat will be sent to the email you provided as you entered the chat."
01/24/2008 03:21:34PM Agent (CSS_Yolanda_482877): "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."
01/24/2008 03:21:39PM Agent (CSS_Yolanda_482877): "Before we end this call, do you require further assistance with your Dell system?"
01/24/2008 03:21:48PM Maurice Lawles: "No, that's all."