I got my Dell Mini10V in the mail yesterday. It's small and red and pretty, but I had one minor issue with my order. When I was personalizing my order online, it asked me if I wanted a 24WHr 3-cell battery or a 56WhHr 6-cell battery; the 6-cell was just $35 more, but had double the lifespan. I went with the 6-cell. As soon as I pulled it out of the box, though, I realized it was way too big to fit into my favorite bag. It was my fault; I had ordered the wrong thing. I called Dell's 1-800 number to see if they could process an exchange; it was the beginning of what turned out to be a baffling journey into the labyrinth of Dell's customer service phone line.
After a few minutes of hold music, I got through to a woman who told me I could return the 6-cell, get a refund, and then purchase the 3-cell separately. I wanted to ask her how much the refund would be for, but after telling me she'd email me a UPS label, she hastily thanked me for choosing Dell and then put me on hold so I could speak to a sales rep who would then sell me the 3-cell battery.
The sales rep was a soft-spoken woman named Jame. After asking me about three minutes of questions about what kind of laptop I had purchased and how, she told me I could buy a 3-cell battery for my Mini 10V for $129.99 + tax, how would I like to pay? Before I paid, I wanted to know how much I was going to get refunded for the 6-cell. She said it would be around $135, but she seemed unsure. I asked her to put me back on the phone with the person whom I had talked to about the refund so I could double check.
She refused. "I'd really like to sell you this battery first," she said.
I explained that I didn't want to pay $129.99+ for an extra battery for a $299 computer without knowing how much I'll get refunded for the one I was returning. She kept asking me why I wasn't buying the battery from her, and I repeatedly told her that it was because I wanted to confirm the return amount, and besides, I can buy it on Dell.com for the same price, free shipping, without spelling out my name, address, and credit card number over and over. Finally, she said:
"Ma'am, I didn't want it to come to this, but I'll tell you this, I want to make this sale. If you don't buy the battery, I won't get my commission."
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