Dell.com

Initial Dell Online Chat Registration Notice:

“You are now being connected to an agent via live chat. Thank you for using Dell Chat!

Please note that Dell will retain these Chat sessions for up to 30 days. They will be used to help us manage our relationship with you, administer your account and, for quality and training purposes in order to deliver a better standard of service to you.  As Dell is a global company, the agent you talk to may not be in the same country as you are and may be in various locations around the world.  Wherever and whenever we handle your personal data, we will take care of it and process it in accordance with our Privacy Statement.  For your reference, a transcript of the chat session will be sent to the email address you provided above.”

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DELL ONLINE CHAT (TALISMA)

GLOBAL DATA PROTECTION & PRIVACY (FAQs)

 

 

1.   Why does Dell retain the Chat sessions for up to 30 days?
This gives both Dell and you the information that is needed to fulfill your request and provide you with the services you have asked for.  It also helps as backup if you or Dell has any queries about what services you ordered.

2.   What information do you use to manage your relationship with me?
We use your name, email address, telephone contact details if you have given them to us, your home address, your device tag number, your tech support query number, documentation of dispatch number, which parts are to be dispatched.  This information is used to help resolve any queries you may have, respond to you when we need to give you technical updates and help speed up our responses to you when you contact us.

3.   What does administration of my account involve?
Processing your payment, placing your order and making sure what you ordered can be delivered to the right place at the right time and to the right specification, providing you with technical updates and information about new products and services.  IT helpdesk personnel will ‘file’ a transcript information chat log away for future and for documentation of work done on systems.

4.   Which countries are you in and why does my account have to be serviced in xxx?
We have teams supporting you 24/7 so we will usually try to have someone local to you to support you during your normal business hours, but outside these hours, we may provide you with support from teams who have business hours that fit with your needs.

5.   What is SSL encryption technology?
It’s the web standard for encrypting communication between the browser and a website.

6.   How can I be sure the credit card details and other numbers are removed from the chat logs?  Why are they kept in back-end systems linked to sales and not as part of my account?  Can they be used for other sales that I don’t know about?
The numbers are masked once the transaction has been successfully processed.  They will only be used for the transaction you have initiated and will only be kept until the transaction has successfully completed.  They will then be deleted and will not be available for other transactions unless you set them to be your default payment method.  If you set them as the default method, they will be held securely on the sales account database and will be accessed when you place another order.  Even if they are set as the default, you will still be asked, each time you wish to use them, if you are still happy for those credit card details to be used.  They cannot be used for sales without your knowledge.

7.   When do you stop using my information and how and when does the information get deleted?
The information in the Chat logs will be kept for 30 days and then, if it is no longer needed to resolve any outstanding issues with your order or the service, it is deleted.  It is deleted by

8.   If the information is masked, what is the point of keeping it?
This gives both Dell and you the information that is needed to fulfill your request and provide you with the services you have asked for.  It also helps as backup if you or Dell has any queries about what services you ordered.

9.   Why do you send customers transcripts of their Chat logs?

They give us and you a record of our conversation so they can help with what prices and systems we discussed and any quotes we gave you. If you had a technical support issue, they may help with what steps were taken to resolve a particular issue.  We also use them to help us work with our teams to make sure they have the right training to give you a better service.

 

 

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