Brad bought his Dell on October 25th, the day before Dell announced that all future purchases would be eligible for a free upgrade to Vista. Brad called to cancel his order so he could reorder it and be eligible for Vista. Dell, ever the kind soul, told Brad not to bother; they would give him the upgrade for free.

Fat chance.

Join us as Brad tries to hold Dell to their promise.

---

The promise.

From: US_CAG_Customer_Care
To: Brad
Sent: Friday, December 1, 2006 3:29:05 PM
Subject: Re: Dell Support Request: MS Vista Upgrade #kptx# (KMM40092305I57L0KM)

Dear Bradly,

Thank you for your response.

I understand from your e-mail that you had a chat session where you were conveyed that you will get the free software.

I sincerely apologize for the inconvenience caused to you for the reason that I provided inadequate information to you regarding the Vista upgrade.

I appreciate the opportunity to assist a valued customer.

I appreciate your interest in the Express Upgrade Program and understand that you would like to proceed with upgrading your system from Windows XP to Windows Vista.

I assure you that I am here to help you and the resolution of your concern would be my highest priority today.

Bradly, based on the date that you ordered your system, you are outside the timeframe of the Microsoft Express Upgrade to Windows Vista eligibility period as outlined by Microsoft.

However, we value you as customer and we understand your desire to obtain the Upgrade to Windows Vista, In order to resolve your concern; we will place an order for the Vista upgrade DVD absolutely free of cost for you, once Microsoft launches it.

I would request you to reply us once Windows Vista is launched. The Windows Vista is estimated to be launched by February 2007. Please be informed that the anticipated availability date of February 2007 is determined by Microsoft, not by Dell.

Bradly, in order to know more about Windows Vista and to check the compatibility of your system with Windows Vista, you may use the following link:

http://www.support.dell.com/vista

You may also check the compatibility of your system with Windows Vista by contacting our Warranty support department at the toll free number 1- 800-624-9896 as we at customer care are not technically skilled. You may also chat with our Warranty support department by visiting the following link:

http://support.dell.com/support/topics/global.aspx/support/

Thank you for giving me the opportunity to assist you. Your case number for this interaction is 147194654. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concerns about your issue.

If you require further assistance, please feel free to visit our Online Customer Care Center at:
http://support.dell.com

Thank you again for contacting Dell Online Customer Care.

Respectfully,

Premlekha
Rep ID 134395
6.00PM to 3.00AM CST
Dell Online Customer Care
http://support.dell.com

Sounds pretty clear. Let’s see how Dell can misconstrue “absolutely free of cost.”

Sent: Friday, February 2, 2007 2:34:21 PM
Your session ID for this incident is 9105806.
Time Details
01:41:28PM System: “Your chat session will begin shortly.”
01:42:38PM System: “An agent will be with you shortly.”
01:55:38PM Session Started with Agent (Singh S Karandeep)
01:55:40PM Agent (Singh S Karandeep): “Thank you for contacting Dell Customer Service Chat. My name is Karan. How may I help you?”
01:55:47PM Agent (Singh S Karandeep): “Hello, Bradly.”
01:55:53PM BRADLY : “kARAN, GOOD AFTERNOON.”
01:55:57PM BRADLY : “I truly hope you can help me.”
01:56:05PM Agent (Singh S Karandeep): “Good Afternoon.”
01:56:16PM Agent (Singh S Karandeep): “I will surely help you.”
01:56:16PM BRADLY : “Can you access case# 147194654?”
01:56:25PM Agent (Singh S Karandeep): “Sure.”
01:56:39PM BRADLY : “In it, I was assured that I would be quickly taken care of by simply referencing this case#.”
01:56:49PM BRADLY : “Yet I find that I am still being sent from one department to another”
01:56:58PM BRADLY : “and having to reexplain my situation every time.”
01:57:01PM BRADLY : “and I grow weary.”
01:57:48PM Agent (Singh S Karandeep): “May I please know the zip code as on the account?”
01:57:53PM BRADLY : “75219”
01:59:47PM Agent (Singh S Karandeep): “Thank you.”
02:00:34PM Agent (Singh S Karandeep): “Is ***@***.com your current e-mail address?”
02:00:44PM BRADLY : “yes.”
02:01:30PM Agent (Singh S Karandeep): “Thank you.”
02:01:43PM Agent (Singh S Karandeep): “Have you registered for the Vista upgrade?”
02:02:59PM Agent (Singh S Karandeep): “I have not received a response in over a minute. To ensure that I address all your questions or concerns, please respond within the next two minutes to allow me to continue our chat.”
02:03:02PM BRADLY : “hmmm.”
02:03:22PM BRADLY : “I tried registering, but it said I wasn’t eligible for the free upgrade”
02:03:29PM Agent (Singh S Karandeep): “Okay.”
02:03:35PM BRADLY : “this was back in November.”
02:03:54PM Agent (Singh S Karandeep): “I would suggest you to buy the retail version for the Vista.”
02:04:03PM BRADLY : “excuse me???”
02:04:09PM BRADLY : “that is not an appropriate answer.”
02:04:43PM BRADLY : “Why would I buy the retail version when I’ve already been promised the free upgrade in case# 147194654???”
02:05:15PM Agent (Singh S Karandeep): “Please allow me 2-3 minutes while I check my records for this.”
02:05:35PM BRADLY : “Please do…because once again I have found myself having to start all over again with a new person.”
02:06:14PM BRADLY : “I’ve been promised a free upgrade (see case 147194654). If you are unable to help me, I would like the phone number of someone in the Texas location.”
02:08:25PM Agent (Singh S Karandeep): “Thank you for staying online. I appreciate your patience.”
02:09:07PM Agent (Singh S Karandeep): “Do you have a Vista capable PC?”
02:09:17PM BRADLY : “Yes”
02:09:32PM BRADLY : “I bought my laptop 12 hours before Dell announced free upgrades to Vista”
02:09:53PM BRADLY : “this should all be in case 147194654…is it not?!?!”
02:10:01PM Agent (Singh S Karandeep): “Okay.”
02:10:12PM BRADLY : “The laptop has plenty of harddrive space, RAM, has a duo-core processor and a good graphics carsd.”
02:10:15PM BRADLY : “card, I mean.”
02:10:29PM BRADLY : “it is definitely compatible.”
02:11:07PM Agent (Singh S Karandeep): “As I see from the records, the last representative is already following your case as we have not yet started shipping the DVD’s for Vista.”
02:11:33PM BRADLY : “how are they following? The last time I contacted Dell I was told to call Customer Service”
02:11:40PM Agent (Singh S Karandeep): “You will get a call back on 2/5/2007 between 1 pm to 3 pm.”
02:11:48PM BRADLY : “I called Customer Service and was told I was ineligible.”
02:11:50PM BRADLY : “who will be calling me?”
02:11:53PM BRADLY : “and at what number?”
02:12:15PM Agent (Singh S Karandeep): “The telephone number with us is.”
02:12:33PM BRADLY : “Please have them call. This is my work number, where I will be at that time.”
02:13:31PM Agent (Singh S Karandeep): “Please allow me 2-3 minutes while I check my records for this.”
02:16:03PM Agent (Singh S Karandeep): “Thank you for staying online. I appreciate your patience.”
02:16:47PM BRADLY : “You’re welcome”
02:17:59PM Agent (Singh S Karandeep): “We appreciate your interest in the Express Upgrade Program and understand that you would like to proceed with upgrading your system from Windows XP to Windows Vista.”
02:18:27PM BRADLY : “Who will be calling me on Monday the 5th?”
02:18:32PM Agent (Singh S Karandeep): “We understand your desire to obtain the Upgrade to Windows Vista, when available, and therefore are making the retail version of the Windows Vista Upgrade available to you at 50% of the normal price and fully covered by technical support from Microsoft.”
02:18:48PM BRADLY : “No….that is unacceptable.”
02:19:00PM BRADLY : “I have already been promised the upgrade at “absolutely no cost””
02:19:08PM Agent (Singh S Karandeep): “Your Retail Upgrade to Windows Vista will ship once Vista is available which is anticipated to be February 2007. Would you like me to go ahead and place that order for you?”
02:19:09PM BRADLY : “anything less than that is completely unacceptable.”
02:20:12PM Agent (Singh S Karandeep): “Okay, let me confirm it again.”
02:21:03PM BRADLY : “Did you not read the notes on case# 147194654?”
02:21:14PM Agent (Singh S Karandeep): “Yes, I did.”
02:22:30PM Agent (Singh S Karandeep): “Please allow me 2-3 minutes while I check my records.”
02:24:02PM BRADLY : “I have an e-mail from one of your customer service reps that says, and I quote, “In order to resolve your concern; we will place an order for the Vista upgrade DVD absolutely free of cost for you, once Microsoft launches it.””
02:25:12PM Agent (Singh S Karandeep): “Thank you for staying online. I appreciate your patience.”
02:26:36PM Agent (Singh S Karandeep): “The best and the last deal we can offer you is, we will pay 70% and you pay 30%.”
02:27:35PM BRADLY : “Absolutely not! I have an e-mail from Premlekha on December 1st, clearly stating I was to get the upgrade free of charge.”
02:27:41PM BRADLY : “I am not here to negotiate.”
02:28:04PM BRADLY : “If you will not provide the upgrade as previously promised I want a phone number of someone in Austin, Texas, and I will resolve it with them.”
02:29:01PM Agent (Singh S Karandeep): “I am sorry however I don’t have any information about the direct lines to Austin team as the chat/calls are routed globally.”
02:29:42PM BRADLY : “And you are unwilling to fulfill the promise of your customer service rep Premlekha?”
02:31:00PM Agent (Singh S Karandeep): “I understand your concern, that you were informed that you will get Vista upgrade for free, however, this won’t be possible.”
02:31:12PM BRADLY : “How do I get in touch with Premlekha? her Rep ID is 134395”
02:31:18PM Agent (Singh S Karandeep): “I am sorry that you were misinformed.”
02:31:39PM BRADLY : “and why is it not possible?!?!? I bought the laptop exactly 12 hours before the promotion started, and tried to cancel the order but it was too late.”
02:31:46PM BRADLY : “i have purchased FOUR computers from Dell,”
02:32:03PM BRADLY : “and if you’re willing to lose my future business over a DVD you’re selling for $10 shipping, that is a TERRIBLE business decision.”
02/02/2007 02:33:47PM Session Ended

It just keeps getting better.

Sent: Wednesday, February 7, 2007 8:34:04 AM
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 9203575.
Time Details
07:50:53AM System: “Your chat session will begin shortly.”
07:50:54AM Session Started with Agent (Harvinder Kaur)
07:50:57AM Agent (Harvinder Kaur): “Thank you for contacting Dell Customer Service Chat. My name is Harvinder. How may I help you?”
07:51:08AM BRADLY : “I need the status of case number 147194654”
07:51:23AM Agent (Harvinder Kaur): “I will be glad to assist you with this concern.”
07:51:23AM BRADLY : “I was told to wait 24 hours, which I have done.”
07:51:25AM Agent (Harvinder Kaur): “May I have the complete name as it appears on our records?”
07:51:28AM BRADLY : “I am expecting an e-mail from Rahmel.”
07:51:31AM BRADLY : “Bradly “
07:51:41AM Agent (Harvinder Kaur): “Thank you.”
07:51:51AM Agent (Harvinder Kaur): “Your e-mail address in our records is ***@***.com. Is this correct?”
07:52:55AM BRADLY : “yes”
07:53:24AM Agent (Harvinder Kaur): “Thank you for giving me this information.”
07:53:27AM Agent (Harvinder Kaur): “Please allow me 2 minutes to pull up your account. Your patience in this matter is highly appreciated.”
07:53:33AM BRADLY : “okay”
07:55:05AM Agent (Harvinder Kaur): “Thank you for staying online, I appreciate your patience.”
07:55:17AM BRADLY : “you’re welcome”
07:56:02AM Agent (Harvinder Kaur): “Bradly, is it that you were to receive a call from Rahmel and you have not received any call?”
07:57:00AM BRADLY : “I am waiting on an e-mail. Rahmel called me once (though your notes say he called three times). He left me a voicemail, indicating he would send me an e-mail, and he didn’t leave me a return phone number.”
07:57:17AM BRADLY : “What I can tell you is that his name is Rahmel and he’s in British Columbia, in the Special Case Department.”
07:57:52AM Agent (Harvinder Kaur): “I apologize for any inconvenience, however, If you give me your concern, I would be glad to assist you.”
07:58:38AM BRADLY : “My concern is that I have yet to receive an e-mail!”
07:59:18AM BRADLY : “That’s my main concern…aside from the fact that Rahmel says he called me three times, though he only called once.”
08:00:10AM Agent (Harvinder Kaur): “Please allow me 2-3 minutes while I check my records.”
08:01:25AM BRADLY : “Give me 2-3 minutes as well….I have to step away for a quick moment.”
08:03:03AM BRADLY : “I have returned.”
08:03:52AM Agent (Harvinder Kaur): “Thank you for staying online, I appreciate your patience.”
08:03:54AM Agent (Harvinder Kaur): “Please bear with me for 2-3 more minutes while I continue researching this issue.”
08:04:05AM BRADLY : “okay”
08:07:17AM Agent (Harvinder Kaur): “Thank you for staying online, I appreciate your patience.”
08:07:42AM BRADLY : “you’re welcome”
08:08:40AM Agent (Harvinder Kaur): “Bradly, as per the details, I understand that your were having an issue regarding your vista upgrade. Is that correct?”
08:08:48AM BRADLY : “Yes”
08:10:20AM Agent (Harvinder Kaur): “Is it that you do not want to pay the shipping charges for the Vista DVD?”
08:10:40AM BRADLY : “I WILL pay the shipping charges, if you guys will allow me to get the upgrade!”
08:10:56AM BRADLY : “My problem has been that every time I try to get it, I’m told different things.”
08:11:03AM BRADLY : “one time I’m told I can’t get the upgrade at all”
08:11:16AM BRADLY : “another time I’m told I get it at absolutely no cost (this was back in November)”
08:11:24AM BRADLY : “another time I’m told I can get it 50% off retail”
08:11:34AM BRADLY : “another time I’m told I can get it 30%”
08:11:44AM BRADLY : “another time I’m told to just go out and buy the retail version”
08:12:05AM BRADLY : “So let me tell you that I am getting angry at the lack of cohesiveness with Dell’s handling of this matter.”
08:12:32AM Agent (Harvinder Kaur): “Bradly, I understand your concern.”
08:12:59AM BRADLY : “I hope you do, because this is very disappointing”
08:13:13AM BRADLY : “So what can YOU do for me? The last time I contacted you guys, I was assured I would get an e-mail.”
08:13:16AM Agent (Harvinder Kaur): “I apologize for any inconvenience, however, please allow me 2-3 minutes while I check my records.”
08:13:26AM BRADLY : “another 2 to 3 minutes??? are you serious?”
08:13:39AM BRADLY : “All I want is the e-mail from Rahmel”
08:13:44AM BRADLY : “I have no way of contacting him”
08:14:17AM Agent (Harvinder Kaur): “Thank you for staying online, I appreciate your patience.”
08:14:34AM BRADLY : “Unless you can process my order for the Vista upgrade.”
08:15:18AM Agent (Harvinder Kaur): “Bradly, as you have placed the order on 10/25/06 and Vista started on 10/26/2006, your system is not eligible for the free vista upgrade.”
08:15:43AM BRADLY : “I am going to say this one more time.”
08:15:54AM BRADLY : “I expect a response from Rahmel in SPECIAL CASES DEPARTMENT!”
08:15:56AM Agent (Harvinder Kaur): “We at Dell, value our customers, so we would be glad to give you the vista upgrade.”
08:16:26AM Agent (Harvinder Kaur): “We advice you to contact our Customer Care Department at 1-800 -624 -9897, Monday through Friday, between 7 AM to 9 PM CST and a customer care representative will be glad to help you.”
08:16:26AM BRADLY : “Excuse me? First you say I am not eligible”
08:16:41AM BRADLY : “No! I tried that, and was told I’m not eligible!!!!”
08:16:50AM BRADLY : “That is why this was upgraded to the SPECIAL CASES DEPARTMENT!”
08:17:00AM BRADLY : “SPECIAL CASES DEPARTMENT!!!”
08:17:01AM BRADLY : “SPECIAL CASES DEPARTMENT!!!”
08:17:01AM BRADLY : “SPECIAL CASES DEPARTMENT!!!”
08:17:02AM BRADLY : “SPECIAL CASES DEPARTMENT!!!”
08:17:08AM Agent (Harvinder Kaur): “We advise that you pay 50% charges for the upgrade and we will bare 50% charges for the upgrade.”
08:17:09AM BRADLY : “I need Rahmel to contact me.”
08:17:15AM BRADLY : “NO NO NO!”
08:17:25AM BRADLY : “DO you not understand?!?!?!”
08:17:48AM BRADLY : “Dell will bare 100% of the charges for the upgrade, and I will pay the shipping.”
08:17:58AM BRADLY : “which was what was originally agreed upon”
08:18:08AM BRADLY : “If you are unable to help me I expect this to be upgraded to a manager”
08:18:17AM BRADLY : “or preferably to Rahmel in the SPECIAL CASES DEPARTMENT”
08:18:22AM BRADLY : “Confirm that you understand what I am saying”
08:18:27AM Agent (Harvinder Kaur): “I apologize, I would not be able to guarantee that you would be receiving and e-mail from Rahmel, however, if he has promised you an e-mail , he will send you one.”
08:18:51AM BRADLY : “I am doubting I will get an e-mail Harvinder. He said he called three times, but only called one.”
08:19:07AM BRADLY : “So I want this resent to the SPECIAL CASES DEPARTMENT”
08:19:13AM BRADLY : “I have been MORE than patient with you people”
08:19:31AM BRADLY : “and each time I’m given the same load of crap.”
08:20:31AM Agent (Harvinder Kaur): “Bradly, please stay online, I will transfer the chat to my manager.”
08:20:44AM Session Transferred to Agent (Sup Sukriti Sukhija)
08:20:47AM Session Started with Agent (Sup Sukriti Sukhija)
08:20:59AM Agent (Sup Sukriti Sukhija): “Hi Bradly.”
08:21:02AM BRADLY : “Good morning, Sup Sukriti Sukhija”
08:21:04AM BRADLY : “Hello.”
08:21:08AM Agent (Sup Sukriti Sukhija): “I am Sukriti, the manger on duty.”
08:21:18AM BRADLY : “Thank you for speaking with me.”
08:21:22AM Agent (Sup Sukriti Sukhija): “Please brief me on issue to assist you in a better manner?”
08:21:27AM Agent (Sup Sukriti Sukhija): “You are most welcome.”
08:21:49AM BRADLY : “I am frustrated by the lack of cohesion with your customer service department. I have been promised the Vista Upgrade (even though I ordered my laptop 12 hours too early).”
08:22:03AM BRADLY : “But each time I attempt to get the upgrade, I’m being told different things.”
08:22:13AM BRADLY : “First I’m told I’m ineligible.”
08:22:29AM BRADLY : “Then I’m told I can get it for 50% off”
08:22:48AM Agent (Sup Sukriti Sukhija): “Bradly, I do apologize for the inconvenience first of all. I will provide you all the details right away.”
08:23:44AM Agent (Sup Sukriti Sukhija): “Your order was placed on 10-25-06 and we started the promotion for Vista upgrade on 10-25-06, hence your order is not eligible.”
08:24:06AM BRADLY : “And AGAIN, I contacted Dell, explained this and was told I would be able to get the Vista Upgrade!”
08:24:15AM BRADLY : “This was before Vista was available.”
08:24:17AM Agent (Sup Sukriti Sukhija): “We do understand that you were short by just one day, so we have decided to send you the upgrade.”
08:24:44AM Agent (Sup Sukriti Sukhija): “However, you will have to bear half of the charge.”
08:24:53AM BRADLY : “NO NO NO!”
08:24:56AM BRADLY : “This is unacceptable.”
08:25:12AM BRADLY : “I have messages from other people, indicating that I will get it for free, and only have to pay the $10.”
08:25:13AM Agent (Sup Sukriti Sukhija): “In that case, we are unable to send you the Vista Upgrade.”
08:25:23AM BRADLY : “I was short by 12 hours!”
08:25:34AM BRADLY : “I called to cancel the order so I could place my order the next day”
08:25:49AM BRADLY : “and was told at that time to keep the order in queue, and they’d allow me to upgrade.”
08:25:52AM BRADLY : “This is ridiculous!”
08:26:11AM BRADLY : “I want this upgraded to the Special Case Department.”
08:26:18AM BRADLY : “I need to get in touch with a Special Case Manager”
08:27:08AM Agent (Sup Sukriti Sukhija): “Bradly, let me check what we can do in this regard.”
08:27:17AM BRADLY : “Thank you”
08:29:04AM Agent (Sup Sukriti Sukhija): “Please bear with me for 2-3 minutes.”
08:31:06AM Agent (Sup Sukriti Sukhija): “Thank you for your patience.”
08:31:14AM Agent (Sup Sukriti Sukhija): “I am escalating this issue for consideration to our special escalation team and will get back to you with an e-mail within next 48 business hours.”
08:31:14AM BRADLY : “okay”
08:31:24AM BRADLY : “48 hours from right now?”
08:31:29AM Agent (Sup Sukriti Sukhija): “I will e-mail you at: ***@***.com”
08:31:34AM BRADLY : “Who can I contact if I don’t hear from someone?”
08:31:44AM Agent (Sup Sukriti Sukhija): “That is correct. I will get back you once I get an reply from them.”
08:31:58AM BRADLY : “but how do I contact YOU?”
08:32:02AM Agent (Sup Sukriti Sukhija): “You can e-mail me at: sukriti_sukhija@dell.com”
08:32:41AM BRADLY : “I just sent you a test e-mail.”
08:33:08AM BRADLY : “Thank you for your time this morning…I look forward to your response within 48 hours.”
08:33:12AM Agent (Sup Sukriti Sukhija): “Will let you know once I receive it.”
08:33:18AM Agent (Sup Sukriti Sukhija): “You are most welcome.”
08:33:25AM BRADLY : “Good day to you.”
02/07/2007 08:33:28AM Session Ended

Special escalation team sounds very formal. What eloquent answer did Dell’s customer service ninjas offer?

Hello

Thank you for contacting Dell!

We appreciate the opportunity to help. Let me first apologize for the delay in our response and inconvenience caused to you. Your patience is very much appreciated. Please be adviced you will have to purcahse the retails version of Vista.

Please feel free to revert in case of any clarifications/suggestions!

Thank you again for choosing Dell!

Vishal Kaul
Dell Consumer Care

Well, at least it’s not a form letter.

Hello

Thank you for contacting Dell!

We appreciate the opportunity to help. Let me first apologize for the delay in our response and inconvenience caused to you. Your patience is very much appreciated. Please be adviced as you are a valued customer I can place a request for $25.00 coupon and you may use that to place an order for the retail Vista.
I apologize for the inconvenience.

Please feel free to revert in case of any clarifications/suggestions!

Thank you again for choosing Dell!

Vishal Kaul
Dell Consumer Care

Maybe it is a form letter. How does this maddening roller-coaster of crossed lines resolve itself?

Just an FYI that Dell has agreed to send me the Vista for free.

I wrote an e-mail directly to Michael Dell (CEO) and got a call from a “resolver” in their Executive office…they’re sending it at no charge.

See, getting Dell to keep a promises isn’t that difficult. — CAREY GREENBERG-BERGER

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