OK,below is a conversation between dell customer service,a supervisor and I.This is pretty much self explanatory for the reason I refuse to buy anything from dell again!!!I suggest if you buy a dell don't expect to get anywhere with customer support or service for any issues that you may have!!!! Not sure how long this will be posted because I'm sure dell doesn't want you to see how they treat their customers.
9:16:48 PM System System
https://chatadengine.dell.com/chatadsengine/adengine/Default.aspx?queue=7283fe96-d898-498c-8117-08de7843f7fd
9:17:43 PM System System
Thanks for choosing chat for your technical support needs. A chat agent will be with you shortly. Just so you know, you can also visit our website at support.dell.com to get technical help.
9:18:48 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
9:18:48 PM System System
Connected with Sumeet_229317
9:18:57 PM Customer Frankie Brearley
hello
9:19:07 PM Agent Sumeet_229317
Thank you for contacting Dell XPS hardware warranty support. My name is sumeet and my rep ID is 334820. How may I assist you today?
9:21:33 PM Customer Frankie Brearley
i have recently expierienced alot of problems with my dell xps 17,recently a tech had to come out and do an on site repair to replace my hard drive,there were alot of programs missing and one in paticular that i realy need and use often was microsoft office starter that was preloaded at time of purchase,there is no download anywhere for the office starter program through microsoft as it is a preloaded program
9:21:55 PM Customer Frankie Brearley
i use it for my business and need it back on my pc
9:22:39 PM Agent Sumeet_229317
I understand that this is an inconvenience but please be assured that I would do my best to resolve the issue that you are experiencing.
9:23:04 PM Customer Frankie Brearley
the problems with this dell has cost me 7 days of work now so far at 300 a day,that is a total of 2100 us dollars i have lost as a result of faulty hard drive
9:23:33 PM Customer Frankie Brearley
now i still cant get my work done as my office starter is gone
9:24:39 PM Agent Sumeet_229317
Give me 3 minutes while i check the system details.
9:24:49 PM Customer Frankie Brearley
ok
9:27:14 PM Agent Sumeet_229317
I check the system details and i see that you are having XPS L701X with windows 7 on it?
9:27:31 PM Customer Frankie Brearley
yes
9:33:56 PM Customer Frankie Brearley
are u there?
9:34:26 PM Agent Sumeet_229317
MS office starter pack is a complimentary software which dell installs only on new systems, now as the hard drive is been replaced MS office starter will not be installed on it.
9:36:14 PM Customer Frankie Brearley
it came with my pc when i purchased it new ,ithats why i purchased the dell in the first place,it is gone now because your hard drive failed after only 5 months and i exspect the original software to be back on my pc as that is the way i bought it
9:37:22 PM Customer Frankie Brearley
this is the second laptop i purchased from dell and i dont appriciate you telling me office came with it new but now ur screwed.....
9:37:57 PM Customer Frankie Brearley
i have spent over 5000 us dollars through dell and exspect my system to be as it was
9:39:52 PM Agent Sumeet_229317
I understand how frustrating the situation is, let me see what best i can do for you.
9:41:53 PM Agent Sumeet_229317
we offer ms office starter on a 1 time basis, please allow me 2 minutes while i look up more option for you.
9:43:42 PM Agent Sumeet_229317
Sumeet_229317 pushes page, http://office.microsoft.com/en-us/try/
9:44:05 PM Agent Sumeet_229317
You may download a trial version of ms office from the link above, it contains all the features and programs.
9:47:32 PM Customer Frankie Brearley
#1 i dont care if you offer it on a one time basis,it was on my pc when i purchased it,you guys replaced my hard drive,it should have been preloaded on the new hard drive period,your hard drive failed,lossing my software that is supposed to be installed from the factory,#2 i dont want a "trial" version,i want my office starter back as you guys have already cost me over 2000.00,i will contact my attorney and file a suit for lost wages against dell and for getting ripped off over a pre installed program that you are telling me is no longer available on my system due to your hard drive failure
9:48:06 PM Customer Frankie Brearley
i am not buying the software and expect this to be taken care of immediatly or i am taking action
9:49:20 PM Agent Sumeet_229317
Please wait a moment while my manager joins the session.
9:49:53 PM Customer Frankie Brearley
also,the trial is only for 60 days,then where do i go from there?i dont think so,either reinstall the original software on my pc,send me the starter disk,or do whatever you have to but i expect it to be handled appropiatly in a timnely manner
9:52:04 PM Customer Frankie Brearley
if this is how you treat your customers ill be sure to post it for all to see what a great expierience i have had with dell
9:52:47 PM Agent Sumeet_229317
Thank you for staying connected, My name is Vishal and I am the supervisor here.
9:53:23 PM Customer Frankie Brearley
like i said,i have spent over 5k on laptops and accessories through dell,have been a loyal dell customer for over 4 years and dont appreciate this treatment
9:53:48 PM Customer Frankie Brearley
hello vishal
9:55:22 PM Agent Sumeet_229317
Frankie , I do understand that you are upset about this , but Office starter is a one time complimentary OEM software from Microsoft which is installed on Dell computers.
9:55:46 PM Agent Sumeet_229317
As this is a one time complimentary OEM software from Microsoft we will not be able to install it on replacement hard drives.
9:56:26 PM Customer Frankie Brearley
so you are telling me that basically im screwed because of your faulty equipment
9:56:50 PM Customer Frankie Brearley
and then telling me to buy the product i already had at time of purchase
9:57:04 PM Agent Sumeet_229317
I apologize for the inconvenience caused.
9:57:08 PM Customer Frankie Brearley
your hard drive failed,after only 5 mnths
9:57:42 PM Customer Frankie Brearley
i am contacting my attorney and will not let this stand and am also contacting microsoft and posting all of this
9:58:33 PM Agent Sumeet_229317
I would request you to understand that Office starter is a complimentary software from Microsoft and we can install it only once on new computer.
9:59:03 PM Agent Sumeet_229317
Frankie , I would go ahead and escalate this case to our escalations team.
9:59:40 PM Customer Frankie Brearley
my pc wasd new and because of your hard drve fail my software is gone
9:59:43 PM Agent Sumeet_229317
Please allow us 24 to 48 hrs and one of our team members in escalations team will call you back.
9:59:58 PM Agent Sumeet_229317
You can discuss this issue with our escalations team.
10:00:03 PM Customer Frankie Brearley
330-523-9128
10:00:13 PM Agent Sumeet_229317
I understand.
10:00:33 PM Agent Sumeet_229317
Please provide me your alternate contact number and the best time to reach you .
10:01:46 PM Customer Frankie Brearley
my # is 330-523-9128 and can be reached anytime on that #.in the mean time i am contacting my attorney as i feel like i have been taken for a ride and taken advantage of
10:02:07 PM Customer Frankie Brearley
you dont want to help me resolve this issue thats fine
10:02:35 PM Customer Frankie Brearley
this has already cost me over 2000 us dollars
10:02:44 PM Customer Frankie Brearley
i will not let this stand
10:03:17 PM Customer Frankie Brearley
is this how you treat all dell customers?
10:03:42 PM Customer Frankie Brearley
give them the run around over your companys faulty equipment
10:04:09 PM Customer Frankie Brearley
telling them ..so sorry but we wont help you
10:05:04 PM Agent Sumeet_229317
Frankie , if there a option to reinstall office starter I would have been glad to help you , but unfortunately we do not have a option to reinstall it.
10:05:24 PM Agent Sumeet_229317
Please wait for a call back from our escalation team.
10:05:34 PM Agent Sumeet_229317
You can expect a call back in 24 to 48 hrs.
10:06:19 PM Customer Frankie Brearley
and what will that call do for me? tell me the same thing you are right now..that im screwed because your pc failed
10:06:38 PM Customer Frankie Brearley
cost me another 600
10:07:39 PM Agent Sumeet_229317
I can understand your situation. I have already documented our conversation. They will lookout and see if there are any other options available.