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It would be beneficial if Dell would provide more detailed information for the employees using the chat.
Right now it depends on the employee what answers you get to your questions.

This covers basic information like returning policies as well as background information like releases. Some chat agents simply tell you rubbish like one agent in Germany who tells me that there is no returning possible. Or others who you ask on monday if the M17xR2 will be released soon and they answer "in half a year the earliest" and the other day they are available online. If you do not want chat agents to know all details then please tell them to say that they do  not have some information instead of telling weird things.

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