live chat with dell below -
| 11:53:06 |  | Missmc |
| |
| 12:13:59 |  | System | You are now being connected to an agent. Thank you for using Dell Chat | |
| 12:13:59 | | System | Connected with Americas\sourav_choudhury | |
| 12:14:19 |  | Americas\sourav_choudhury | Thank you for contacting Dell Hardware Chat support for the UK and Republic of Ireland. I am Sourav and I will be assisting you today, please give me a couple of minutes while I pull out your system records. | |
| 12:14:43 | | Missmc | hi - the system was freezing and i tried to remove battery as no other reset was working and the battery is stuck. this machine just came back from repair. | |
| 12:15:31 | | Missmc | also - i don't know the password to do system updates. | |
| 12:15:40 | | Americas\sourav_choudhury | Hello, Susan. How are you doing today? | |
| 12:15:48 | | Missmc | ok | |
| 12:16:48 | | Missmc | is there any way to get you to take this computer back and send me a fresh one? i am leaving on hol thurs and bought it to do work with me and it seems to have a host of problems. | |
| 12:17:32 | | Missmc | are you there? | |
| 12:17:44 | | Americas\sourav_choudhury | Yes, I'm. | |
| 12:18:42 | | Missmc | so...what do you think? | |
| 12:18:45 | | Americas\sourav_choudhury | Susan, I see that, the system you're referring to has UBUNTU as the Operating System. | |
| 12:18:52 | | Missmc | that is correct | |
| 12:19:47 | | Missmc | besides the system freezes, it seems more to be a hardware issue with the battery stuck and bad mousepad... | |
| 12:20:18 | | Americas\sourav_choudhury | Susan, you'll need to contact our UBUNTU Support on 0844 338 1122. | |
| 12:20:25 | | Missmc | and sound issue...and everything issue. can we do an exchange and start fresh??? | |
| 12:20:44 | | Americas\sourav_choudhury | They would certainly be able to assist you with your query today. | |
| 12:21:10 | | Missmc | that is crazy. i am not paying for phone support. i want this computer replaced. it has been a lemon since it landed. It just came back after a week of service at Dell for software issues. | |
| 12:22:44 | | Americas\sourav_choudhury | Susan, I'm afraid, as the Operating System installed is UBUNTU, I'll not be able to assist you with your query today. | |
| 12:22:45 | | Americas\sourav_choudhury | Hence, you'll need to contact on the above mentioned phone number. | |
| 12:22:46 | | Missmc | are you there? | |
| 12:23:12 | | Missmc | this is a hardware issue, not an os problem. | |
| 12:23:42 | | Missmc | battery and keypad - can we start there? they are disfunctional. | |
| 12:23:42 | | Americas\sourav_choudhury | Please understand, as per process, you'll need to contact UBUNTU Support on 0844 338 1122. | |
| 12:23:58 | | Americas\sourav_choudhury | They are available from Mon - Fri, 8AM - 8PM GMT. | |
| 12:24:11 | | Missmc | i have paid for millions of h9ours getting the first problem sorted. i want someone to come take this computer back | |
| 12:25:04 | | Americas\sourav_choudhury | There is no chat support for the UBUNTU Dept. and you've reached the wrong dept. | |
| 12:25:43 | | Missmc | yes but can you give me the we-will-take-your-computer-back and give you a working one dept - something online so i don't have to queue and pay? | |
| 12:26:38 | | Americas\sourav_choudhury | Susan, if you contact the above mentioned phone number, the Technicians on the phone, will certainly be able to assist you address your queries for today. | |
| 12:26:46 | | Missmc | ultimately, this is a hardware issue. | |
| 12:27:48 | | Missmc | i do not have an ubuntu problem. i have a hardware problem. | |
| 12:28:44 | | Missmc | are you there? | |
| 12:31:04 | | Americas\sourav_choudhury | Susan, please understand, you'll need to contact Ubuntu Support, as I'm not authorised to assist you for this issue. | |
| 12:31:29 | | Missmc | is there a dept. that i can reach via online to get this computer exchanged? | |
| 12:33:38 | | Missmc | are you there? | |
| 12:34:50 | | Americas\sourav_choudhury | Susan, I'm afraid, there is no online support, for UBUNTU Dept. and you'll need to contact them on the above mentioned phone number. | |
| 12:35:14 | | Americas\sourav_choudhury | You can contact UBUNTU Support on 0844 338 1122. | |
| 12:35:28 | | Missmc | I am not asking for ubuntu dept. I am asking for customer service to exchange fault hardware. it is not the os that is the issue. | |
| 12:37:55 | | Americas\sourav_choudhury | I can provide you the contact no. of the Customer Care Dept. but they will not be able to assist you with this. | |
| 12:38:31 | | Americas\sourav_choudhury | You'll need to contact the UBUNTU Technical Support Dept. and they'll certainly assist you and if required will also provide you with a replacement system. | |
| 12:40:04 | | Missmc | a battery problem is not a software problem - why can't you assist? this has nothing to do with ubuntu | |
| 12:41:56 | | Americas\sourav_choudhury | Susan, please understand, an issue with a battery could sometimes be due to a BIOS issue. This has to be checked and resolved in the Operating System as well. Since we are not trained on UBUNTU I would not know which BIOS update to run or know where to look for an update. This is the reason there is a separate UBUNTU queue. | |
| 12:42:24 | | Missmc | no. that is not the case. the battery is literally stuck in the machine. | |
| 12:45:01 | | Americas\sourav_choudhury | I understand that however there are other issues with the system as well such as the sound issue. These need to be addressed in Ubuntu. In addition your request for a replacement machine can only be looked into by the Ubuntu department | |
| 12:46:36 | | Missmc | can i have the customer care number? i am really n9ot happy to keep spending money on service calls when this machine arrived with some issues, went back for service, and now is having more issues. it is costing too much to deal with a system that has not worked properly since arriving. | |
| 12:47:16 | | Americas\sourav_choudhury | Sure. | |
| 12:49:06 | | Americas\sourav_choudhury | You can contact Customer Care Dept. on 0844 444 4712 / 0844 444 3792. They're available from 9AM - 6PM GMT, Monday to Friday. | |
| 12:49:06 | | Americas\sourav_choudhury | You can also email them. | |
| 12:49:16 | | Americas\sourav_choudhury | Please use this link to email: http://support.euro. | |
| 12:50:31 | | Missmc | thank you. this is really now a customer care issue I am sure you would agree. | |
| 12:52:22 | | Americas\sourav_choudhury | Susan, as you have technical issues with the system, Customer Care Dept. might recommend you to contact Ubuntu Technical Support Dept. | |
| 12:52:44 | | Americas\sourav_choudhury | But, you can still go ahead and discuss the matter with the Customer Care Dept. | |
| 12:55:37 | | Missmc | it is a pity that following a script on your end prevents you from assisting with this problem. thanks, susan |
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