Why I Hate Dell

Following is the transcript of my on-line chat w/Dell about my old laptop last night. Notice how long it takes them answer my question about how I can send in my laptop...

08:17:36PM System: "Thank you for choosing Chat support. The next representative will be available to assist you shortly. While waiting, check some of our self support options above. No fear, you won't lose your place in line!"

08:17:43PM Session Started with Agent (RTS Gerry H)

08:17:47PM Agent (RTS Gerry H): "Thank you for patiently waiting. You have reached Dell Hardware Warranty Chat Support. My name is Alan and I will be assisting you today. Will you provide details about the issue you’re having?"

08:18:32PM Me: "My laptop sustained damage to the screen and subsequently would not start up. Can I send it in?"

08:18:58PM Agent (RTS Gerry H): "Christine is this a new issue, or have you contacted dell on this about the cracked LCD issue before? (If you have contacted us before on this issue, please provide the case number)."

08:19:41PM Me: "I contacted you in January but was disconnected. I do not have a case number."

08:19:57PM Agent (RTS Gerry H): "Christine, I understand about the cracked LCD issue, and will do my best to assist."
08:20:28PM Agent (RTS Gerry H): "Christine, to ensure we are working with the correct system, are you chatting about the LATD600 listed on your account?"

08:20:43PM Me: "yes."

08:22:11PM Agent (RTS Gerry H): "Are you using the computer with the issue to chat with me?"

08:22:42PM Me: "No. When that laptop is started the screen is black."

08:23:32PM Agent (RTS Gerry H): "Ok."

08:23:47PM Me: "I would like to send the laptop into you. I have heard that you can send me the proper envelope?"

08:23:50PM Agent (RTS Gerry H): "So is the actual LCD cracked or just the plasic around the LCD?"
08:23:52PM Agent (RTS Gerry H): "?"

08:25:02PM Me: "The LCD is not visibly cracked. The laptop seems to have gotten a hard knock, there's a visible ding on the outer shell."

08:25:18PM Agent (RTS Gerry H): "Ok."
08:25:45PM Agent (RTS Gerry H): "Well I can either send an onsite tech to your place to replace the LCD, or you can send it to the depot for repair."
08:25:49PM Agent (RTS Gerry H): "The choice is yours."

08:26:00PM Me: "I would like to send it to the depot please."
08:26:21PM Me: "How can I do that?"

08:26:52PM Agent (RTS Gerry H): "Ok."
08:27:00PM Agent (RTS Gerry H): "I will set the dispatch up."

08:27:28PM Me: "The dispatch?"

08:28:25PM Agent (RTS Gerry H): "The dispatch is an order for the depot service."

08:28:49PM Me: "OK. What do I do with the laptop? How do I send it to you? Are you sending me something?"

08:29:08PM Agent (RTS Gerry H): "What is the exact address that you want the computer sent back to once the repair facility is finished with it? (It will probably ship by DHL and cannot be a P.O. Box.)"

08:29:39PM Me: "XXXX SE XXXX Street Portland, OR 97202"

08:33:22PM Me: "where and how do i send my laptop to the facility?"

08:34:15PM Agent (RTS Gerry H): "I am making the order."
08:34:22PM Agent (RTS Gerry H): "Please allow 2-3 minutes for this."

08:34:49PM Me: "I have. And I would really appreciate it if you would answer my question."

08:37:14PM Agent (RTS Gerry H): "Thanks for waiting."
08:37:23PM Agent (RTS Gerry H): "Christine, 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."
08:37:30PM Agent (RTS Gerry H): "Please use these numbers for future questions on this issue: Case #xxxxxx Dispatch Reference #xxxxxxx"
08:37:37PM Agent (RTS Gerry H): "I have setup a return to depot service for your system."
08:37:41PM Agent (RTS Gerry H): "The estimated return time after shipping the system to the depot is 5-8 business days from when it is shipped. Please remove your hard drive and any other hardware you have installed prior to shipping."
08:37:43PM Agent (RTS Gerry H): "When you are ready to ship the system, just call DHL at 1-877-335-5782 to schedule the pickup and location. They will ask for the dispatch number I provided above. DHL will schedule a pickup with you and provide you with an airbill number at that time."
08:37:45PM Agent (RTS Gerry H): "A courier will be dispatched to pick up your system and supply any necessary packing materials and deliver the system to our repair depot."
08:37:48PM Agent (RTS Gerry H): "Our repair depot will diagnose, repair and return your system to the address on record with Dell. If any further actions are required they will include a letter of explanation with the system."
03/06/2007 08:37:58PM Agent (RTS Gerry H): "If you need further assistance with this case, you may contact us via [Chat]: www.dell.com/chatsupport or [Email]: us_acs_team_1@dell.com (include your Case# and Service Tag) [Subject]: Team 317 Email Dell Inc."
8:38:01PM Agent (RTS Gerry H): "I am constantly striving to improve my service. If there is anything I can do to help improve your experience, please don't hesitate to let me know by contacting my manager via email at us_acs_team_1@dell.com."
08:38:03PM Agent (RTS Gerry H): "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."
08:38:05PM Agent (RTS Gerry H): "For future reference, a copy of this chat will be sent to the email you provided as you entered the chat."
03/06/2007 08:38:12PM Agent (RTS Gerry H): "Well, I apologize for any inconvenience, but hopefully we have resolved the issue today. Is there anything else, on your system I can help you with today?"

08:38:27PM Christine Buckley: "no."

08:38:45PM Agent (RTS Gerry H): "Thank you for using Dell Hardware Warranty Chat Support. Have a great week!"

The Icing on the Cake? I then got a confirmation e-mail. The email was addressed to ANOTHER CUSTOMER and included the OTHER CUSTOMER'S order information!!!