Submitted to TheDailyWTF by Chris H
This is one of those tech support horror stories you’ve heard about.
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 [EDITED].
Time
Details
11/12/2009 02:14:39PM
Session Started with Agent (K______)
11/12/2009 02:14:41PM
Agent (K______): “Thank you for contacting Dell XPS Hardware Warranty Support. My name is K___ and my rep ID number is [EDITED]. How may I help you today?”
11/12/2009 02:15:38PM
Chris H____: “hi. when your tech came around the other day to replace my motherboard on my M1330, he didn’t screw the hard drive module back in. I asked for some replacement screws last week, but I was sent the wrong sized screws“
11/12/2009 02:15:50PM
Chris H____: “can you please send me the right sized screws?“
11/12/2009 02:16:09PM
Agent (K______): “Hey Chris,I apologize for that.”
11/12/2009 02:16:15PM
Agent (K______): “Please give me a minute to check”
11/12/2009 02:18:38PM
Agent (K______): “Chris,did you ask for screws to fix the Hard Drive?”
11/12/2009 02:19:17PM
Chris H____: “they are the ones you screw into the laptop case to keep the hard drive in place after you’ve inserted it in the side”
11/12/2009 02:19:36PM
Chris H____: “i can send a picture if you need…”
11/12/2009 02:19:40PM
Agent (K______): “Okay,don’t the screws fit in?“
11/12/2009 02:19:46PM
Chris H____: “no they are too small“
11/12/2009 02:20:15PM
Agent (K______): “Okay,could you please mail me a snap with the screws slightly inserted into the sockets?”
11/12/2009 02:20:57PM
Chris H____: “no my camera wont show that much detail… I can just show you where the screws need to go…”
11/12/2009 02:22:05PM
Agent (K______): “Oh…all right.Not needed.Is the hard drive sliding in staying properly?”
11/12/2009 02:23:01PM
Agent (K______): “All right,also please mail me the snap you were talking about”
Chris H____: “the hdd is staying put, but I don’t want to risk it moving while the unit is on”
11/12/2009 02:25:41PM
Agent (K______): “Okay,no problem”
11/12/2009 02:26:14PM
Chris H____: “ok I have sent the pics”
11/12/2009 02:26:28PM
Agent (K______): “Yep,just got them.Please let me have a look”
11/12/2009 02:28:34PM
Agent (K______): “Okay,did you try inserting the screws?“
11/12/2009 02:31:26PM
Agent (K______): “You there,Chris?”
11/12/2009 02:31:49PM
Chris H____: “hi”
11/12/2009 02:31:49PM
Chris H____: “sorry”
11/12/2009 02:31:57PM
Agent (K______): “No problem”
11/12/2009 02:32:08PM
Agent (K______): “Tried the screws?”
11/12/2009 02:32:09PM
Chris H____: “yes the screws go in without needing to be screwed in“
11/12/2009 02:32:13PM
Chris H____: “i.e. they are too small“
11/12/2009 02:32:18PM
Agent (K______): “Okay”
11/12/2009 02:32:19PM
Chris H____: “they’ll just fall out again“
11/12/2009 02:33:26PM
Agent (K______): “Was the Hard drive replaced?”
11/12/2009 02:34:04PM
Chris H____: “no, the tech replaced the motherboard, so pretty much everything was taken out, and he just forgot to screw it back in”
11/12/2009 02:34:20PM
Agent (K______): “Do you have any important data on the Hard drive in question?“
11/12/2009 02:34:26PM
Chris H____: “well, yes“
11/12/2009 02:34:33PM
Chris H____: “why?“
11/12/2009 02:34:36PM
Agent (K______): “And is the hard drive getting detected on the system?“
11/12/2009 02:34:41PM
Chris H____: “I have backups”
11/12/2009 02:34:45PM
Chris H____: “the HDD is fine“
11/12/2009 02:35:25PM
Chris H____: “but it needs to be screwed in“
11/12/2009 02:35:31PM
Chris H____: “and I don’t have any screws for it“
11/12/2009 02:35:52PM
Agent (K______): “Yes,I understand that the HDD is fine but the screws that were sent to you are supposed to fit in the HDD,if they don’t,then the HDD itself might not be compatible with any screws“
11/12/2009 02:36:36PM
Chris H____: “I’m sure that’s not the case. It was screwed in just fine before“
11/12/2009 02:36:38PM
Agent (K______): “When the screws fall into the sockets….”
11/12/2009 02:36:51PM
Agent (K______): “When the screws fall into the sockets….”
11/12/2009 02:37:04PM
Agent (K______): “Are you able to tighten them using a screw driver?”
11/12/2009 02:37:04PM
Chris H____: “it’s not stripped man, the screws are the wrong size“
11/12/2009 02:37:07PM
Chris H____: “no”
11/12/2009 02:38:12PM
Agent (K______): “Okay,The stripped screws have to be replaced by a machine available only at our service depots“
11/12/2009 02:38:49PM
Agent (K______): “Would it be all right if you send us the system along with the lose HDD and we fix and send it back?“
11/12/2009 02:38:56PM
Chris H____: “they’re not stripped the threading looks fine“
11/12/2009 02:39:12PM
Chris H____: “why would all four of them be stripped??“
11/12/2009 02:39:39PM
Agent (K______): “I am sorry.I got that wrong the first time”
11/12/2009 02:39:43PM
Agent (K______): “One minute please”
11/12/2009 02:41:54PM
Agent (K______): “Okay”
11/12/2009 02:42:13PM
Agent (K______): “It would be best if you could send us the system so that we can fix the HDD“
11/12/2009 02:42:39PM
Agent (K______): “Would you be all right with that?“
11/12/2009 02:43:56PM
Chris H____: “no“
11/12/2009 02:44:16PM
Agent (K______): “Okay,let me look for the best possible alternative”
11/12/2009 02:45:25PM
Chris H____: “they are 4 standard 2.5″ HDD screws“
11/12/2009 02:45:42PM
Chris H____: “how hard can this be???“
11/12/2009 02:45:51PM
Agent (K______): “Okay,the thing is”
11/12/2009 02:46:37PM
Agent (K______): “According to our specs,the right screws were sent.Now,I could send you all possible screws for the system,but if it does not solve the problem….“
11/12/2009 02:47:31PM
Chris H____: “well, just possibly, someone made a mistake and sent the wrong screws“
11/12/2009 02:48:49PM
Agent (K______): “I checked and the screws sent were the right specs.Would you like me to send you all the screws for the system?“
11/12/2009 02:51:06PM
Chris H____: “sure. I’m telling you that the screws I was sent are way to small. Look, I’ll show you one more pic so you’ll believe me… the screws that attach the facade are the right size and are way bigger than the ones you sent me“
11/12/2009 02:51:40PM
Agent (K______): “No problem.I will send out the screws again.Could I have an Alternate phone number and a good time to reach you ?“
11/12/2009 02:51:54PM
Agent (K______): “And the address where you would like them shipped?”
11/12/2009 02:52:26PM
Chris H____: “[EDITED]“
11/12/2009 02:53:31PM
Agent (K______): “Thank you.You should receive the screws in 2-3 business days:-)”
11/12/2009 02:53:40PM
Agent (K______): “Anything else I might help you with?”
11/12/2009 02:53:41PM
Chris H____: “you can reach me during the day”
11/12/2009 02:54:05PM
Chris H____: “that’s all thanks”
11/12/2009 02:54:18PM
Agent (K______): “Thank you for choosing DELL.Have a nice day”
11/12/2009 02:58:06PM
Agent (K______): “You may Now close this window”
11/12/2009 02:59:48PM
Agent (K______): “You there,Chris?”
11/12/2009 03:00:12PM
Session Suspended
11/12/2009 03:00:18PM
Session Suspension Ended – Forced Termination
If you require further assistance, please visit us at support.dell.com
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Screwed by Dell
Submitted to TheDailyWTF by Chris H
This is one of those tech support horror stories you’ve heard about.
Your session ID for this incident is [EDITED].