How May I help You?Exit 6:26:55 PM System Your chat session will begin shortly.
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6:26:56 PM System Connected with Savitha Shetty
6:26:56 PM Savitha Shetty Thank you for contacting Dell Customer Service Chat. My name is Savitha. How may I help you?
6:27:04 PM Savitha Shetty Hi Charles, how are you doing today?
6:27:06 PM Charles Thompson Jr Give me a second to type it out.
6:27:20 PM Savitha Shetty Sure, I will wait.
6:28:45 PM Charles Thompson Jr Long story short: I purchased an xps 410 with four gigs of RAM. Windows 32 bit only supports up to three gigs. Therefore dell sold me an invalid system configuration knowingly. I need someone to call me that can either a) send me a 64 bit operating system in order to handle all teh ram I bought or b) refund my money for one of the gigs. I have talked with technical support and done research on my own. I know the last gig is NOT being used. I do not want to call customer service, I do not want to be jerked around on the phone. I want someone that can handle the situation without trasnferring my five times and then disconnecting me to call me. Okay?
6:29:41 PM Charles Thompson Jr One other thing, when ordering four gigs of ram on xps 410 buying a 64 bit operating system IS NOT AN OPTION. That should be addressed.
6:30:02 PM Savitha Shetty I am sorry for the inconvenience caused to you on this regard.
6:30:11 PM Savitha Shetty Please verify the full name on the account.
6:30:19 PM Charles Thompson Jr Charles David Thompson Jr.
6:30:45 PM Savitha Shetty Thank you for the verification.
6:30:51 PM Savitha Shetty Is edited out your e-mail address?
6:30:53 PM Charles Thompson Jr yes.
6:31:06 PM Savitha Shetty Thank you for the information.
6:31:06 PM Savitha Shetty Please allow me 2 minutes to pull up your account. Your patience in this matter is highly appreciated.
6:31:10 PM Charles Thompson Jr okay.
6:33:01 PM Savitha Shetty This is taking a little longer than expected time. Please bear with me for a couple of minutes more.
6:33:20 PM Charles Thompson Jr Suer, why not. Been on hold on the phone for over two hours with absolutely no result, what's a few minutes ?![]()
6:35:21 PM Savitha Shetty Thank you for being online.
6:35:43 PM Charles Thompson Jr Mhm.
6:37:01 PM Savitha Shetty Charles, I have checked with my Supervisor and see that we ship out only 64 bit operating systems.
6:37:10 PM Charles Thompson Jr what?
6:37:17 PM Savitha Shetty It is only the processor which will be a 64-bit.
6:37:19 PM Charles Thompson Jr Did you just tell me you only sell 64 bit operating systems?
6:37:39 PM Charles Thompson Jr No thats not true. I know for a fact there is a 32 bit edition of windows and a 64 bit of windows. It is reliant on the software also.
6:37:39 PM Savitha Shetty Yes that is right.
6:37:43 PM Charles Thompson Jr No, it's not.
6:37:51 PM Charles Thompson Jr Check with his boss for all I care. I know I'm right in this one
6:39:46 PM Savitha Shetty I am sorry, but we do not ship out 32-bit operating system.
6:39:52 PM Charles Thompson Jr One second.
6:40:01 PM Savitha Shetty Sorry for the typo 64-bit operating system.*
6:40:16 PM Charles Thompson Jr If that is the case then how come my computer will not recognize four gigs of RAM?
6:40:56 PM Savitha Shetty All upgrades for 64-bit editions of Windows Vista are available for purchase and download. However, some versions might not work with your PC or current edition of Windows.
6:41:01 PM Savitha Shetty Hence Dell is not shipping out 64 bit version of the operating system.
6:41:08 PM Charles Thompson Jr Listen carefully.
6:41:21 PM Charles Thompson Jr The operating system you sold me does not support the four gigs of ram you sold me.
6:41:31 PM Charles Thompson Jr Therefore you sold me an incompatible system.
6:41:37 PM Charles Thompson Jr I.E. the fault lies with dell.
6:42:29 PM Charles Thompson Jr There was NO warning on the site and it's not common knowledge so I am holding dell responsible.
6:42:43 PM Charles Thompson Jr Get your boss over here or his boss. I want someone that can resolve the situation to my satisfaction.
6:43:01 PM Charles Thompson Jr Or the number to a non-csr. I only want to speak with managers on the phone. I'm tired of CSR's wasting my time,.
6:43:51 PM Savitha Shetty I sincerely apologize on behalf of my company for all the inconvenience this might have caused you. I see that you are extremely upset with this situation. Without wasting a single minute more, I will put you through my manager.
6:43:59 PM Charles Thompson Jr Thank you.
6:45:06 PM Savitha Shetty Please stay connected while I transfer your chat to Supervisor.
6:45:13 PM Charles Thompson Jr Okay
6:45:31 PM System Savitha Shetty has left this session!
6:45:36 PM System You are now being connected to an agent. Thank you for using Dell Chat
6:45:36 PM System Connected with Sup Lohith Jayaramaiah
6:46:11 PM Sup Lohith Jayaramaiah Hi Charles.
6:46:23 PM Charles Thompson Jr Let me know when you've read the situation. I have an existing case number also : 160038660 if you want more details.
6:46:46 PM Sup Lohith Jayaramaiah Thanks
6:48:41 PM Sup Lohith Jayaramaiah I understand you are looking for the 64 bit windows vista operating system.
6:48:56 PM Charles Thompson Jr To support the four gigs fo ram you sold me, yes.
6:49:15 PM Charles Thompson Jr * the company sold me
6:49:41 PM Sup Lohith Jayaramaiah Charles, Dell is yet to start selling these versions of operating systems.
6:50:21 PM Sup Lohith Jayaramaiah Even if you did return this existing system and purchased another you would receive the same. We do apologize if you were not informed of the same by the sales.
6:50:26 PM Charles Thompson Jr Well can you explain why Dell sold me RAM that I can not use on the current operating system and what dell proposes to do to resolve the situation? Hell, at this point, I'd take a 64 bit of windows xp.
6:51:06 PM Sup Lohith Jayaramaiah Charles, the sales team would only have complied with your request for a 4GB RAM you wanted.
6:51:20 PM Charles Thompson Jr But there was no notice on your website of the incompatibility.
6:51:28 PM Charles Thompson Jr Why sell me RAM I can not use and not even tell me about it?
6:52:31 PM Sup Lohith Jayaramaiah Your order was placed online and here customers get to choose what they wish.
6:52:39 PM Charles Thompson Jr Transfer me to your boss.
6:53:07 PM Sup Lohith Jayaramaiah You can check the following link:
6:53:09 PM Charles Thompson Jr Your online system notifies of all other incompatibilities except this one.
6:53:10 PM Charles Thompson Jr No.
6:53:11 PM Sup Lohith Jayaramaiah http://www.windowsmarketplace.com/conte ... 96&tabid=1,
6:53:14 PM Charles Thompson Jr Transfer me to your boss.
6:54:36 PM Sup Lohith Jayaramaiah There is no further escalation process. We can have a callback arranged. It will be done in the next 24-48 hours. Please provide a number we can call you at. Please note you will receive the same information from the escalations team as well.
6:54:51 PM Charles Thompson Jr Not acceptable.
6:54:58 PM Charles Thompson Jr Dell screwed me out of over a hundred dollars
6:55:03 PM Charles Thompson Jr There is. You have a boss
6:55:06 PM Charles Thompson Jr I want to speak with him
6:56:13 PM Charles Thompson Jr Whoever has a better reply than it's my fault I wish to talk too or I will never buy another dell and be sure I post all of this to several forums so everytone can see how dell treats their customers.
6:57:42 PM Sup Lohith Jayaramaiah Charles, we have a process and that needs to be followed. Please provide a number we can arrange a callback at.
6:58:06 PM Charles Thompson Jr Let me make myself clearer. Your process is telling me this is my fault wehn from my studies it's an issue you have to be aware of.
6:58:11 PM Charles Thompson Jr Give me the number to your boss.
6:58:18 PM Charles Thompson Jr I will call him, no problem.
6:58:45 PM Sup Lohith Jayaramaiah There is no individual number for any managers.
6:58:56 PM Charles Thompson Jr In case it was not clear refunding my money for the useless ram is an option.
6:59:34 PM Charles Thompson Jr then get your manager to call me now at 3347181261 I am NOT waiting two days for a call back.
7:02:12 PM Sup Lohith Jayaramaiah Charles, this is an order which was placed online and Dell is not at fault as only the 32 bit versions of the OS is available online.
7:02:23 PM Charles Thompson Jr then why sell four gigs that can not be used?
7:02:23 PM Sup Lohith Jayaramaiah For your satisfaction we can maximum credit $50.00
7:02:32 PM Charles Thompson Jr No, you will give me all the mnoey back for that gig.
7:02:39 PM Charles Thompson Jr I will be glad to send it back to you.
7:03:06 PM Charles Thompson Jr You sold me an operating system that can';t support all the ram installed. Dell is blatantly at fault.
7:03:45 PM Charles Thompson Jr Like I said, have your boss call me since you obviously can not resolve this situation.
7:03:52 PM Sup Lohith Jayaramaiah May I call you?
7:03:58 PM Charles Thompson Jr Your boss may.
7:04:09 PM Sup Lohith Jayaramaiah That is not an option right now.
7:04:24 PM Charles Thompson Jr It is. you can not resolve this situation, it needs to be m oved to someone that can.
7:04:33 PM Charles Thompson Jr Telling me it is my fault is ridiculous.
7:04:57 PM Sup Lohith Jayaramaiah As mentioned earlier, you will receive the same information from them.
7:05:32 PM Charles Thompson Jr Then I'll keep going up until I get someone that understands why you are screwing me and how I am willing to escalate it as far as possible in outrage of dell screwing me out of over a hundred dollars./
7:05:43 PM Charles Thompson Jr Get your boss to call me.
7:06:52 PM Sup Lohith Jayaramaiah Charles, the extra memory you have purchased is always useful.
7:07:02 PM Charles Thompson Jr No. I can't use it. It's useless.
7:07:14 PM Charles Thompson Jr I have looked it up. It is not being used by my applications therefore it is useless.
7:07:21 PM Charles Thompson Jr I say again, get your boss to call me.
7:09:37 PM Sup Lohith Jayaramaiah Charles, the $50 credit I offered does not need you to return the RAM.
7:10:02 PM Charles Thompson Jr But it is less than what I paid for useless hardware therefore it is not satsifactory.
7:10:51 PM Sup Lohith Jayaramaiah The other point I would like to inform is Dell ships two chips of memory which would be 4GB.
7:11:01 PM Charles Thompson Jr It was four sticks, not two.
7:11:08 PM Charles Thompson Jr Four one sticks so I can easily return a one gig stick.
7:11:12 PM Sup Lohith Jayaramaiah Hence even if you returned one that would mean you have sent back 2GB worth memory.
7:11:20 PM Charles Thompson Jr Read what I just typed.![]()
7:11:32 PM Sup Lohith Jayaramaiah Charles, if you are completely sure of this I will set up a credit for that.
7:11:49 PM Charles Thompson Jr I opened it and looked at it to make sure four gigs were in there before I started doing research.![]()
7:12:07 PM Sup Lohith Jayaramaiah All right in that case.
7:12:17 PM Sup Lohith Jayaramaiah Give me a minute while I set up a return for the 1GB RAM.
7:12:28 PM Charles Thompson Jr Suer. Let me go check my computer one more time. Be right bak.
7:13:31 PM Charles Thompson Jr Yep, four one gig sticks.
7:14:00 PM Charles Thompson Jr How much is going to be credited towards my financing account?
7:14:12 PM Sup Lohith Jayaramaiah $100 would be credited back.
7:14:18 PM Charles Thompson Jr one second.
7:14:57 PM Charles Thompson Jr Not right.
7:15:07 PM Charles Thompson Jr The price to upgrade from two gigs to four gigs is $270
7:15:18 PM Charles Thompson Jr so the price of the additional two gigs is $135 per gig.
7:15:48 PM Charles Thompson Jr That amount will need to be credited which will be appreciated but at that amount don't expect me to be buying another dell. All this hell I had to go through to get you to do this leaves one hell of a sour taste in my mouth.
7:19:38 PM Sup Lohith Jayaramaiah I am researching on this.
7:19:59 PM Charles Thompson Jr http://www.dell.com/content/products/fe ... l=en&s=dhs
7:20:04 PM Charles Thompson Jr customize the one on the far left
7:20:06 PM Charles Thompson Jr jump to memory
7:20:13 PM Charles Thompson Jr click on 2 gigs
7:20:18 PM Charles Thompson Jr check upgrade price to four gigs![]()
7:21:25 PM Charles Thompson Jr oir for three gigs up from the noe gig price is 400 which puts the price at $133 per gig.
7:26:36 PM Sup Lohith Jayaramaiah Charles, there may be an error if I try to set up a return for the memory.
7:26:36 PM Sup Lohith Jayaramaiah Let me explain the reason.
7:27:13 PM Charles Thompson Jr Continue.
7:27:49 PM Sup Lohith Jayaramaiah Your system has a 4GB memory. I do agree it has 4 sticks. But on our records when we set up a credit the correct amount may not be refunded as it shows just one item for memory and even if I did mark the correct amount the incorrect amount or no credit may be processed.
7:28:09 PM Sup Lohith Jayaramaiah Hence I suggest you keep the memory and I would credit you $100.
7:28:28 PM Sup Lohith Jayaramaiah The credit will be processed and applied to the original mode of payment within the next 8-10 days.
7:28:38 PM Charles Thompson Jr $133 is the cheapest I can go.
7:29:01 PM Charles Thompson Jr You don't seem to understand, the RAM is completely useless to me.
7:29:04 PM Sup Lohith Jayaramaiah Charles, we are working with you for the best possible alternative which works for both of us.
7:29:29 PM Charles Thompson Jr No. i paid for hardware from dell that I can not use. I do not see any reason I am not entitled toa full refund for it.
7:29:34 PM Charles Thompson Jr I realize you are trying but it is not enough.
7:29:43 PM Charles Thompson Jr Will another $33 really kill dell's accounts?
7:30:07 PM Charles Thompson Jr I will be happy to shop it back to you once the credit goes through. I honestly have no use for it. None.
7:30:51 PM Charles Thompson Jr *ship
7:31:04 PM Sup Lohith Jayaramaiah Well, charles I will process the credit for $133 and you still need not return the stick.
7:31:26 PM Charles Thompson Jr I realize that's the best you can do and since it's all I feel I should be entitled to I will drop it. Thank you.
7:32:29 PM Charles Thompson Jr Please get dell to correct this issue on their site, I can imagine some other PC users will run into this issue.
7:32:49 PM Sup Lohith Jayaramaiah We appreciate your feedback.
7:33:03 PM Charles Thompson Jr When can I expect it? And will it be credited directly to my financing account?
7:33:24 PM Sup Lohith Jayaramaiah Yes it will be credited back to the Dell Financial Account.
7:33:31 PM Charles Thompson Jr How long again?
The best dell can do.
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Charles256
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The best dell can do.
So. Long story short. Dell is selling four gigs of ram to 32 bit operating systems that can only use 3 gigs of RAM. Soooo... After bitching about them screwing me for about three hours I get them to refund the mnoey for it after them telling em repeatedly that I should know better and it's my fault. Want to know more? Read the following quote..
Last edited by Charles256 on Sun Jul 22, 2007 2:15 pm, edited 1 time in total.
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heh - I recently met a guy in Toronto that looks similar to Moss as well - I couldn't stop giggling!Everah wrote:Yep. I have their DVD at home. I have seen the first two episodes and I swear to Good Gravy that the afro sporting nerd with the tie looks and acts just like our network admin that sits next to me.