[Resolved]  Dell — No post-sales customer service

Hi,
This is Akhil Bansal here from Kolkata. I am highly disappointed with the kind of response i have received from Dell post sales customer service. I had purchased a Dell Inspiron desktop in March'2009. By around mid May'2009 the desktop began giving me a problem of not starting up. The Dell logo would appear, but the screen would go blank after that. After a minute or two it would show - " DISKETTE DRIVE 0 FAILURE ".
So, i called Dell customer care. The call took a total of exactly 45 minutes to reach a customer care executive. When the call was connected, i told the person to help me connect the problem by sending a executive over to my residence to correct the problem, since it was only a 2 months old desktop. He told me that it is a minor fault and that it can be corrected over the phone itself. So, he helped me out and it took about 45 minutes over the phone all over again to do it. This involved actually opening up the CPU and messing about with the wiring ! How dangerous ! I am not a very computer friendly person, so it was difficult for me to actually do it. Even though the computer was under warranty they did not agree to send anyone to my residence. However, after much arguing and headache the problem was solved.
About a month later the same problem occurred and i had to follow the same long procedure over the phone. It took a total of over 1 hour to get connected and solve the same problem all over again, but with a different procedure.
From the last 2 months, the same problem has been recurring almost every week. I have solved the same problem by calling up Dell and waiting for more than 1 hour on the phone. This is a highly frustrating experience and Dell refuses to send an engineer over to solve the problem permanently. They keep saying that it is a small problem and it will be solved permanently. But it has occurred almost 10 times by now. I have requested them over and over again to send an engineer, but they never agree !
What kind of customer service is this ? I do not think they have people available to correct customer's problems. If such a problem is cropping up so many times, there has to be a serious problem with the computer ! I have shelved almost Rs. 40,000 for the computer to obtain such a faulty computer and such horrible and frustrating customer service !
Even now my computer is not working, but i have no energy or want to contact Dell and wait over the phone for more than 1 hour. It is not the call center executives fault, but it is Dell's fault that it has no one to come and repair a faulty computer which is under 1 year warranty ! The call center employees have been trained to talk in robot-like manner, in which they keep saying that they can only help us on the phone. When asked to connect the call to a manager or complaint lodging system, they simply refuse or disconnect the line even ! I magine, after holding the line for more than 1 hour, they simply disconnect the line. It is a helpless situation in which they are taking advantage of the consumer, without providing us with the basic facilities. I have also tried to contact my sales representative Ms. Maria Rani, but even she does not answer my calls. I even left voice mails on her office landline, but she has not bothered to get back to me.
I am highly angered at this careless behavior, and would like to lodge a consumer court complaint against Dell-India. Please help me out as i have no idea about how to deal with this situation. Spending Rs. 40,000 on a faulty computer and not getting any response from the producers side is simply not done and they should be paying up for this!
If anyone has any suggestions, please contact on the following contact details.
Thank you for your time and patience, Waiting in hope for some speedy response and apt justice!

Warm regards,

Akhil Bansal
Kolkata

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