Your session ID for this incident is < REMOVED >.
01/25/2008 01:58:39PM Session Started with Agent (CSS_Elvis_507885)
01/25/2008 01:58:47PM Agent (CSS_Elvis_507885): "Thank you for contacting Dell Hardware Warranty Support, my name is Elvis. Please provide me the details about the issue you’re having?"
01/25/2008 01:58:54PM Maurice Lawles: "My case number is < REMOVED >. My service tag is < REMOVED >. My callback number is < REMOVED >. I have spoken to two other agents in the last two weeks about this issue and it is still unresolved. I have the names and ID numbers of those operators. I was told last Friday (the 18th) that I would have a replacement harddrive for my Inspiron 1520 by this Tuesday (the 22nd). I received an automated call that it had been delayed. I was told on the phone Tuesday to expect it Thursday. I was told yesterday to expect it today. I have received no packages, shipping numbers or phone calls today. I am very frustrated."
01/25/2008 02:01:34PM Agent (CSS_Elvis_507885): "Maurice, I do apologize for this but I'll be more than happy to assist you with this the best way I can."
01/25/2008 02:02:18PM Maurice Lawles: "I've been told several times that my part is "on hold" or "pending", but no more information than that."
01/25/2008 02:02:45PM Maurice Lawles: "I just want to know (realistically) when I can expect this part to arrive and have some sort of official way of verifying that, such as a tracking number."
01/25/2008 02:03:16PM Maurice Lawles: "I don't like having a harddrive that produces audible clicks."
01/25/2008 02:03:39PM Agent (CSS_Elvis_507885): "Maurice, if you can give me a couple of moments while I look up some info Maurice."
01/25/2008 02:03:56PM Maurice Lawles: "Go right ahead."
01/25/2008 02:04:04PM Agent (CSS_Elvis_507885): "Thanks!"
01/25/2008 02:04:21PM Agent (CSS_Elvis_507885): "Thanks for waiting, Maurice."
01/25/2008 02:04:32PM Agent (CSS_Elvis_507885): "But it says that it was set up yesterday."
01/25/2008 02:05:03PM Maurice Lawles: "Can you explain that to me?"
01/25/2008 02:05:23PM Maurice Lawles: "I have the session ID and name of the person I originally talked to on the 18th if you'd like it."
01/25/2008 02:05:57PM Agent (CSS_Elvis_507885): "I understand Maurice, but the only thing that I have that have been ordered was for yesterday Maurice."
01/25/2008 02:06:49PM Maurice Lawles: "So you're saying that on the 18th, nothing was ordered, and I received a call that my "order" had been delayed even though nothing had been ordered? I'm confused."
01/25/2008 02:07:48PM Agent (CSS_Elvis_507885): "Yes."
01/25/2008 02:08:02PM Agent (CSS_Elvis_507885): "On the 18th it was never set up"
01/25/2008 02:08:12PM Agent (CSS_Elvis_507885): "But when you contacted them back it was set up."
01/25/2008 02:08:33PM Agent (CSS_Elvis_507885): "The first time the tech put in the wrong part, but the second tech put the right part in Maurice."
01/25/2008 02:08:39PM Agent (CSS_Elvis_507885): "So no worries."
01/25/2008 02:09:41PM Maurice Lawles: "Ok. So are you able to tell me that 1)I have a new 7200RPM harddrive ordered and 2) it *will* without a shadow of a doubt be shipped to me?"
01/25/2008 02:10:38PM Agent (CSS_Elvis_507885): "Correct, you're absolutely right Maurice."
01/25/2008 02:11:12PM Maurice Lawles: "Now that that's established, do you have a time frame that I can expect for the part to arrive?"
01/25/2008 02:12:26PM Agent (CSS_Elvis_507885): "Well since it have been dispatched on the 24th, Hmmm, did you get onsite or parts only Maurice?"
01/25/2008 02:13:30PM Maurice Lawles: "According to the website I was given by the last operator, my order is "POS", which I believe means parts only. I am more than happy to install the part myself."
01/25/2008 02:14:26PM Agent (CSS_Elvis_507885): "Ok, so you should get it no later than Tuesday."
01/25/2008 02:15:20PM Maurice Lawles: "Ok. Understand that I'm a little leery about that since the first person I talked to on the 18th said Tuesday as well. Is there a number I can call to talk to someone directly should I *not* receive it by then?"
01/25/2008 02:17:42PM Agent (CSS_Elvis_507885): "Yes, let me give you the number, Maurice."
01/25/2008 02:19:34PM Agent (CSS_Elvis_507885): "1-800-915-3355"
01/25/2008 02:19:54PM Maurice Lawles: "Thank you. That's all for now."
01/25/2008 02:20:06PM Agent (CSS_Elvis_507885): "My pleasure!"
01/25/2008 02:20:36PM Session Ended