Session Started with Agent
Agent : "Thank you for contacting Dell Customer Service Chat. My name is XXXXXX. How may I help you?"
Agent : "I have not received a response in over a minute. To ensure that I have addressed all your questions or concerns, please respond within the next two minutes to allow me to continue our chat."
[me]: "I placed an order for a laptop yesterday and got a confirmation, along with a ship date estimate. The ship date estimate is a little over three weeks from now. I'm wondering if that's really accurate? It seems like quite a long wait."
Agent : "As I understand, you want to know the exact status of the order XXXXXX. Correct?"
[me]: "Well, yes... I'm more or less asking if the ship date estimate is accurate; is there something out of stock, or some other holdup?"
Agent : "I understand your concern, please do not worry."
Agent : "I will try my best to help you."
Agent : "While I pull up the information, may I have the contact name on the account?"
[me]: "[me]"
Agent : "Thank you and your email address is "xxxx@xxxxxx.com". Correct?"
[me]: "yes"
Agent : "Thank you for the information."
Agent : "Kindly allow 2-3 minutes to pull up your account information."
[me]: "no problem; thank you for your help"
Agent : "Thank you for being online."
Agent : "[me], I see that the estimated ship date for the order is 3/24/2008 shipped and there is no item which is on delay."
Agent : "I might not have an idea about the urgency of your need but please cooperate with the estimated time frame and you may receive the package even before it."
[me]: "So, there's nothing holding up the process, and the estimate may or may not be accurate... I just need to wait and see?"
Agent : "Yes, [me]."
[me]: "Is a 3-week build window typical?"
Agent : "Please do not worry, as this is only an estimated time frame and you may receive the package before it."
Agent : "I will keep a personal follow up and update you regarding the order status via email."
Agent : "How am I doing so far at resolving this issue to your satisfaction? At the end of our interaction an instant survey will be offered to you in this chat window, so please keep the window open to participate in the survey."
[me]: "I can check the online status myself; unless you have access to more advanced information than is displayed on the web?"
Agent : "There is no specific information being updated on the record."
Agent : "I will keep a follow up and update you regarding the order status via email from time to time."
[me]: "You're being helpful, but I'm not really getting any answer here. I assume you've got no greater resources to answer my concern. I appreciate your help; thank you."
Agent : "Thank you for your cooperation. Is there anything else I may assist you with?"
[me]: "I dont think so; have a good day (or evening, if you're on that side of the planet!)"
Agent : "Thank you for visiting Dell Small Business Customer Service online chat and allowing me the opportunity to assist you. I have included your case# xxxxx to reference our interaction today. Please keep this on file; it will assist you in contacting Dell Inc in the future. Also feel free to visit us again at support.dell.com
Agent : "For further assistance regarding order status and additional online assistance please visit us at:
www.dellcustomercare.com, www.dell.com/public-ecare."
Agent : "Thank you for your time. You have a good day."
Agent : "You've indicated that there are no other issues you need my assistance with. With that in mind, is it okay with you if I exit this chat now?"
[me]: "yes"
Agent : "Thank you."
Session Ended
If you require further assistance, please visit us at support.dell.com
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