Subject: Dell Chat Session Log
From: "Dell Inc." <[email-masked]>
To: <[email-masked]>
Date: Wed, 3 Dec 2008 13:14:46 -0600

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 23807146.

Time

Details

12/03/2008 12:21:15PM

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."

12/03/2008 12:23:15PM

System: "Thanks so much for your patience. Chat agents are eager to help you with your troubleshooting needs, so stay on line and the next available representative will assist you."

12/03/2008 12:24:21PM

Session Started with Agent (Santosh_148313)

12/03/2008 12:24:24PM

Agent (Santosh_148313): "Thank you for contacting Dell Technical Support. My name is Santosh and my rep ID number is 148313. How may I assist you today?"

12/03/2008 12:25:50PM

Michael Bishop: "Hello Santosh."

12/03/2008 12:26:24PM

Agent (Santosh_148313): "Hello Mike."

12/03/2008 12:26:25PM

Michael Bishop: "My previous case number is 627043619"

12/03/2008 12:26:56PM

Michael Bishop: "I received the parts for my laptop and just got those installed this morning."

12/03/2008 12:27:09PM

Agent (Santosh_148313): "Okay."

12/03/2008 12:28:21PM

Agent (Santosh_148313): "I’ll be glad to assist you. Please give me 2 to 3 minutes to pull up your account information."

12/03/2008 12:28:24PM

Michael Bishop: "My computer person (working on the laptop) noticed that the power cord is not working very well. It works sometimes but consistently."

12/03/2008 12:29:11PM

Michael Bishop: "He tested the cord and it works on one end but the DC end is not functioning properly."

12/03/2008 12:29:48PM

Michael Bishop: "He said that it looks to be defective."

12/03/2008 12:30:12PM

Agent (Santosh_148313): "Thank you for staying online. I appreciate your patience."

12/03/2008 12:30:30PM

Michael Bishop: "I would be happy to return it for a replacement."

12/03/2008 12:30:33PM

Agent (Santosh_148313): "As per the records, you have an Inspiron 1525 with Windows Vista operating system on it. Am I correct?"

12/03/2008 12:30:43PM

Michael Bishop: "yes"

12/03/2008 12:30:47PM

Agent (Santosh_148313): "Are you using the same computer to chat with us, with which you are facing the issue?"

12/03/2008 12:31:13PM

Michael Bishop: "no. I am at work"

12/03/2008 12:32:38PM

Michael Bishop: "Can you just send me out a new cord that works please."

12/03/2008 12:32:41PM

Agent (Santosh_148313): "Michael, I really apologize for the inconvenience. However we will have to check with some steps to make sure that the issue is with the adaptor or the power chord."

12/03/2008 12:33:12PM

Agent (Santosh_148313): "I would required you to contact us back when you are with the system."

12/03/2008 12:33:29PM

Michael Bishop: "I already had my computer person test the cord with a volt meter"

12/03/2008 12:34:12PM

Michael Bishop: "The cord is defective."

12/03/2008 12:35:08PM

Michael Bishop: "Just as was the fan was which he replaced."

12/03/2008 12:36:21PM

Agent (Santosh_148313): "I absolutely understand your concern. However in order to make sure that no other part causing the issue. I would request you to contact us back when you are near the system. I assure you that we will replace the part once confirmed."

12/03/2008 12:36:43PM

Michael Bishop: "He tested the system pretty thoughly and it seems to be working well. The cord needs to be replaced."

12/03/2008 12:38:25PM

Michael Bishop: "I need you to send out a new cord. I don't see any need to retest something that already has been tested."

12/03/2008 12:40:26PM

Agent (Santosh_148313): "Mike, I am really very sorry. However sometimes with the laptop the motherboard seem to go bad with the power adaptor. Therefore we would like to make sure and I will assure you that we will replace the cable for you."

12/03/2008 12:40:54PM

Agent (Santosh_148313): "However we just need to check with few steps which will help us confirm the issue."

12/03/2008 12:41:02PM

Michael Bishop: "I don't want to have to wait in the que again."

12/03/2008 12:41:18PM

Michael Bishop: "Is this something you can walk me through?"

12/03/2008 12:41:56PM

Michael Bishop: "I have the laptop here and the battery has some charge. Do you want me to turn it on?"

12/03/2008 12:42:27PM

Agent (Santosh_148313): "Sure. However to check the results I need you to be near the system."

12/03/2008 12:42:57PM

Michael Bishop: "I have it here. Let me boot it up."

12/03/2008 12:44:15PM

Michael Bishop: "It's coming up now."

12/03/2008 12:44:16PM

Agent (Santosh_148313): "Okay."

12/03/2008 12:44:39PM

Agent (Santosh_148313): "Do you also have the adaptor and the power cable?"

12/03/2008 12:45:19PM

Michael Bishop: "It's up and the battery is at 74%. and yes I have the cord right here."

12/03/2008 12:45:41PM

Agent (Santosh_148313): "Please connect the Ac adaptor to the system."

12/03/2008 12:45:55PM

Michael Bishop: "done"

12/03/2008 12:46:26PM

Agent (Santosh_148313): "Now move the mouse to the battery meter at the bottom right of the screen and let me know the exact message it gives."

12/03/2008 12:47:34PM

Michael Bishop: "1 hr 39 min (72%) remaining"

12/03/2008 12:47:56PM

Agent (Santosh_148313): "Please connect the power chord."

12/03/2008 12:48:28PM

Michael Bishop: "it is connected"

12/03/2008 12:48:48PM

Agent (Santosh_148313): "Is the light on the ac adaptor lit?"

12/03/2008 12:49:07PM

Michael Bishop: "The light on the pack (usually green) is not coming on."

12/03/2008 12:49:38PM

Agent (Santosh_148313): "Please use a different wall outlet to connect the charger."

12/03/2008 12:49:52PM

Agent (Santosh_148313): "And let me know if the light will lit."

12/03/2008 12:50:09PM

Michael Bishop: "nothing changed"

12/03/2008 12:50:27PM

Michael Bishop: "I have it plugged into my UPS"

12/03/2008 12:50:33PM

Agent (Santosh_148313): "Please disconnect and reconnect the power cable connected to the charger."

12/03/2008 12:50:51PM

Agent (Santosh_148313): "Please connect it directly to a wall outlet."

12/03/2008 12:51:00PM

Michael Bishop: "done"

12/03/2008 12:51:23PM

Agent (Santosh_148313): "Is the light there now?"

12/03/2008 12:51:33PM

Michael Bishop: "no"

12/03/2008 12:52:16PM

Agent (Santosh_148313): "Okay."

12/03/2008 12:54:18PM

Michael Bishop: "battery life is 69% now"

12/03/2008 12:54:33PM

Agent (Santosh_148313): "May I please place the chat on hold for 3 minutes, while I research the issue?"

12/03/2008 12:54:45PM

Michael Bishop: "ok"

12/03/2008 12:54:57PM

Agent (Santosh_148313): "Thank you."

12/03/2008 12:59:12PM

Agent (Santosh_148313): "Mike, please click on start and then type msinfo32 and hit enter."

12/03/2008 01:00:06PM

Agent (Santosh_148313): "Now let me know the bios version from the list."

12/03/2008 01:00:57PM

Michael Bishop: "2.4"

12/03/2008 01:01:45PM

Agent (Santosh_148313): "May I know the other options you have listed there."

12/03/2008 01:03:02PM

Michael Bishop: "what would you like?"

12/03/2008 01:03:40PM

Agent (Santosh_148313): "Please let me know the other options listed in the same window."

12/03/2008 01:04:34PM

Michael Bishop: "there is about 25 things in the list"

12/03/2008 01:05:14PM

Agent (Santosh_148313): "Under BIOS version does it says anything else?"

12/03/2008 01:06:33PM

Michael Bishop: "the line above has the bios version/date Dell Inc. A13, 6/27/2008"

12/03/2008 01:07:09PM

Agent (Santosh_148313): "Thank you for the information."

12/03/2008 01:08:30PM

Agent (Santosh_148313): "Mike, I shall go ahead and replace the adaptor and the power cable for you."

12/03/2008 01:09:19PM

Agent (Santosh_148313): "I really apologize for the inconvenience."

12/03/2008 01:09:27PM

Agent (Santosh_148313): "May I have the shipping address."

12/03/2008 01:09:55PM

Michael Bishop: "6323 W. Saginaw Hwy."

12/03/2008 01:10:00PM

Michael Bishop: "Ste. E"

12/03/2008 01:10:08PM

Michael Bishop: "Lansing, MI 48917"

12/03/2008 01:10:55PM

Agent (Santosh_148313): "Thank you."

12/03/2008 01:11:26PM

Agent (Santosh_148313): "I have created a dispatch for the adaptor and the power cable. You should receive the part within next 2 to 3 business days, depending upon the availability of the part in stock. The dispatch number is 110279269. You can use this number for tracking the s"

hipment by calling at 1-800-433-9014.

12/03/2008 01:11:29PM

Agent (Santosh_148313): "Is there anything else regarding your Dell system that you need help with?"

12/03/2008 01:13:43PM

Agent (Santosh_148313): "Are you receiving my messages?"

12/03/2008 01:13:58PM

Michael Bishop: "Yes. Thank you."

12/03/2008 01:14:06PM

Agent (Santosh_148313): "Are you satisfied with the level of service provided to you on this interaction?"

12/03/2008 01:14:17PM

Michael Bishop: "Hopefully this should be it."

12/03/2008 01:14:26PM

Michael Bishop: "yes thank you."

12/03/2008 01:14:30PM

Michael Bishop: "Bye"

12/03/2008 01:14:38PM

Agent (Santosh_148313): "Thank you."

12/03/2008 01:14:42PM

Agent (Santosh_148313): "Have a good day ahead."

12/03/2008 01:14:45PM

Session Ended

If you require further assistance, please visit us at
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