Shady Chat Helper or not?

I attempted to purchase 2 computers today for my kids. I tried to add a coupon from your site to the order. It would only accept it for one computer. I started a chat and the fellow told me that I needed to create two separate orders and wanted to know if he could take the order for me. I am not going to give my credit card info to someone in a chat interface. I did not expressly say "NO" but what I did say I pasted below. I did change my real name below.

What I am concerned with is I received confirmation for the order and John added himself as my salesperson when he did not "sell" me anything. He did not help me "build" the computers. He did not do anything but explain I needed to split my order to use the code for both computers.

I really hope he doesn't get a commission. I am not saying he wasn't helpful, but for him to "tag" his name to my orders is just not right.

I got 10% off which is far better than his 5% and I received 3-5 day shipping for free. and yes I am an awesome mom and really don't torture my children. *smiles*

07/08/2016 04:02:33PM

	gidge: "hello TIP"
07/08/2016 04:03:00PM	gidge: "I am trying to use a coupon"
07/08/2016 04:03:08PM	Agent (TIP_Banaga Jo): "Welcome to Dell US Chat! My name is John and I will be your Home System Sales Chat Expert. I can be reached at US_ConMPP_Chat_Reply@delldotcom. How can I help you with your purchase?"
07/08/2016 04:03:12PM	gidge: "and it is only applying it to one computer, not both oin my cart"
07/08/2016 04:03:27PM	gidge: "ah, okay John. :)"
07/08/2016 04:04:06PM	Agent (TIP_Banaga Jo): "I see.. you need to make separate orders for that gidge"
07/08/2016 04:04:26PM	gidge: "I will do just that."
07/08/2016 04:04:28PM	Agent (TIP_Banaga Jo): "are you trying to purchase the system today so that I can assist you instead?"
07/08/2016 04:04:47PM	gidge: "I have it all picked out and ready to go."
07/08/2016 04:04:56PM	gidge: "and then I will just repeat the process."
07/08/2016 04:05:46PM	Agent (TIP_Banaga Jo): "I see... well I can also check additional discounts as well :) like the dell advantage program for upgraded free 2 day shipping and 5% rebate"
07/08/2016 04:06:14PM	gidge: "I am going to pay for it all at once. I won't be financing it"
07/08/2016 04:07:15PM	gidge: "and they can wait for the computers, I don't get to torture them physically so making them wait an extra 1-3 days will be fun to watch."
07/08/2016 04:07:22PM	gidge: ":)"
07/08/2016 04:07:36PM	gidge: "Enjoy your day!"

Responses(2)

B

beamermt79

4 Operator

•

2.3K Posts

0

July 9th, 2016 11:00

Hello! When you speak to a Dell Sales person, they can set up an order for you, give you discounts, etc., but they never take CC numbers over chat as the chat system is not secure. If i remember correctly, they can save a configuration to your account or give you a code or something like that, and then with your Dell Account you use your CC numbers and so forth on your own via the secure server. I know when I did sales over the phone the finalization was done online via an email they sent me with the configuration I wanted, price, etc.

A

Anonymous

5 Practitioner

•

274.2K Posts

1

July 12th, 2016 08:00

Hi Gidge13,

Thank you for posting your comments on the Dell Community Forum Customer Care Board. We appreciate anyone who takes the time to share their customer experience. Dell strives to provide an enjoyable purchase experience for all our customers.

I took the liberty of researching your comments against Dell’s Chat protocol. I am happy report that the sales agent followed all the Dell policies and procedures and there is no error from his end. Chat sales is set up in such a way that if a customer chats with a Chat Representative and places an order online, the last chatted agent gets credit for the order.

I trust this answers your questions. Should you need any further assistance, please contact us again on the Dell Community Forum.

Thanks,
Lorna

View All

No Events found!