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Technology Stocks : Semi Equipment Analysis -- Ignore unavailable to you. Want to Upgrade?

To: Gottfried who wrote (28059)	1/19/2006 11:40:12 PM
From: BWAC	Read Replies (3) \| Respond to of 95622

Entire transcript: 10:46:15 PMSystemWelcome xxxxxxxxxx... 10:46:15 PMSystemConnecting to server. Please wait... 10:46:15 PMSystemThank you for using Dell Chat, a representative will be with you soon. 10:46:15 PMSystemInitial Question/Comment: video card 10:49:24 PMSystemYou are now being connected to an agent. Thank you for using Dell Chat 10:49:24 PMSystemConnected with Hemanth_0178831 10:49:33 PMHemanth_0178831Thank you for contacting Dell Consumer Hardware Warranty Support Chat. My name is Hemanth. 10:49:35 PMHemanth_0178831While I review your question, let me inform you that you might get an invitation to participate in a survey at the end of this session. You would be asked to rate our interaction on a scale of 1 to 9 with 9 being the best. In order to participate in the survey, you must close the chat by hitting the “Exit " button. Your feedback would be greatly appreciated. 10:49:35 PMHemanth_0178831May I have the name , e-mail address and telephone number registered with us while I review your query ? 10:50:17 PMYou xxxxxxxxxxx 10:50:25 PMYou xxxxxxxxxxxx 10:50:32 PMYou xxxxxxxxxxxxxxx 10:50:56 PMHemanth_0178831Hi xxxxxx . 10:50:59 PMHemanth_0178831Thank You very much for the information.Please give me two minutes while I review your question. 10:51:41 PMHemanth_0178831Hi xxxxx . 10:51:49 PMHemanth_0178831How may I help you ? 10:51:56 PMYouyes 10:52:23 PMYouOk short story, called a few weeks ago and had basically diagnosed bad video card. 10:52:36 PMYouafter going thru all the steps 10:53:01 PMYouJust now had time to take the cae apart some more and prepare to take the video card out 10:53:11 PMYoucase, not cae 10:53:34 PMYoufollowing the instruction manual i printed online 10:54:01 PMYousays to take the four 6.5 mm screws out, then lift the card out 10:54:33 PMYouThere's my problem. 4 screws were never installed. Card is loose, floating 10:54:45 PMHemanth_0178831Ok 10:54:59 PMYouI'd like to get my 4 screws so I can fix 10:55:50 PMYoucause once I reseated the vid card all is well. Just needs to be secured/screwed down 10:56:20 PMHemanth_0178831 xxxxxx , I will not be able to dispatch any part as your laptop is out of contract . I will give you the part number for the screws. 10:56:46 PMYouBUT you never put the screws in to begin with! 10:57:34 PMYouI paid for em already. they aren;t there 10:58:52 PMHemanth_0178831It may be that the screws may have fallen down during usage . 10:59:27 PMYouNope. 11:01:00 PMYouAll 4 of them, just fell down? Down where? Out? Come on be serious. 11:01:31 PMHemanth_0178831I would love to send out the screws to you , however since the system is out of contracts my system will not allow me to create a dispatch. 11:01:46 PMYouOk get a supervisor 11:02:12 PMHemanth_0178831The warranty on your laptop was until 04-24-2004. 11:02:40 PMYouSo what? You failed to properly install the video card? 11:02:52 PMYouCan I speak with a supervisor? 11:02:56 PMHemanth_0178831Sure , Kindly be on the line for three to four minutes . 11:03:18 PMYouThank you 11:03:36 PMYouCan you give me the part number in the meantime? 11:03:37 PMSystemYou are being transferred to another Agent. Please stand by... 11:03:37 PMSystemHemanth_0178831 has left this session! 11:03:40 PMSystemYou are now being connected to an agent. Thank you for using Dell Chat 11:03:40 PMSystemConnected with SUP_Mohammed_0138028 11:05:16 PMSUP_Mohammed_0138028Hi xxxxxxx My name is Mohammed i am the supervisor 11:07:02 PMYouHow come you can't ship me 4 screws that you failed to install when the computer was originally built? 11:07:27 PMYouwithout charging me? You know its kinda the principle of the thing now 11:09:15 PMSUP_Mohammed_0138028I am sorry xxxxxx your system is out of warranty and we cannot ship it once the system is out of warranty 11:10:24 PMYougive me the part number then? AND have someone who lives in the US phone me. 11:13:02 PMSUP_Mohammed_0138028 xxxxxx please make a note of the part number 4911U 11:14:01 PMYougot it. Now as I consider this abysmal service, I need to speak with someone in the US 11:14:47 PMSUP_Mohammed_0138028you will have to call 800-357-3355 to order the parts 11:15:18 PMSUP_Mohammed_0138028this is nu,number for our spare parts sales 11:15:39 PMYoucan do, but I want to speak with someone higher up than you and who resides in the US. 11:16:27 PMSUP_Mohammed_0138028we do not have personal extension , how ever i will escalate this to my superiors 11:16:33 PMSUP_Mohammed_0138028so they can call you 11:17:05 PMYouThat is what I am requesting. Someone higher up and inthe US to call me 11:17:15 PMYou xxx-xxx-xxxx 11:18:22 PMSUP_Mohammed_0138028i am not sure form US I am trying to help you the best possible way by escalating this 11:19:59 PMYouOk then maybe whatever person you have call me can then provide the info when they call me. 11:21:03 PMYouI'll await the phone call. Never thought getting the 4 screws which Dell failed to install would be such a problem. What poor service and quality. 11:21:18 PMYouDo you know when I might expect a phone call? 11:24:02 PMSUP_Mohammed_0138028you receive a call Friday or on Monday since senior authorities do not work on Saturday and Sunday 11:24:51 PMYouFriday or Monday wil be fine. Thank you. Do I have a case number or anything in case I never receive that call? 11:25:28 PMSUP_Mohammed_xxxxxxxxxxx please make a note of the case reference number 11:27:45 PMYouOk I must say this is an amazingly poor response to such an obvious manufacturing mistake. All over 4 screws Dell left out of the machine when it was built. Good evening. I'll await a callback 11:29:18 PMSUP_Mohammed_0138028I understand your frustration , i will definitely escalate it and will ensure you receive a call back