[Resolved]  Dell — Provided Used Defective Laptop As Replacement

Address:

Haryana

Hi Sowmith (Dell),

First Of All Would Like To Request You Please Update Your Contact Details, As I Was Am Trying This Number Since Morning

Secondly, would like appreciate the engg. who has visited to my place, he was technically very much sound (Mr. Gaurav)

And Most Important : Many Thanks To You Because Only After Your Intervention At Least Engg. Visited (After 63 Days Of Strong Follow Up) & same was confirmed that it is a defective unit

Thanks For The Offer Provided By You, I am Really Thankful To For The Harassment From Dell Team Since 2nd Of Sep 2011


Please Forward The Same To :

The Service HOD (Dell India) / Dr. Vivek Mansingh / Dr. Prasad Ram / Mr. Vaswani (Wipro) / Mr. C.V. Venkata Subramanian / Mr. Anurag Jain / Mr. Sameer Garde / Mr. Vikas Bhonsle / Mr. Suraj Sabberwal

I have some queries and would like have a strong justification for the same

1 ) The Unit Which Was Purchased On 26th Of June 2011 (From Dell Auth. Dealer, Delhi), Was Worked For Only 5 Straight Days, After That It Was Dead

2) After Engg. Visit Was Committed Within 2 Days But No Body Turned

3 ) After This Replaced Was Commited Within 10 Working Days But Unfortunately It Was Not Done Till 33 Days

4) Meanwhile Several Committed Was Given By Dell, "You Will Be Getting System In Coming 2 Days / 5 Days / 4 Days / 3 Days

5) Finally A Strong Comitement From Dell, "You Will Be Getting New System On 29th Of July 2011

6) On The Basis Of Above Commitment, I Had Planned My Official Tour For 2nd Of Aug 2011 (Which Communicated To dell On Black & White)

7) Unfortunately Again Committment Failure From Dell, I Received The Laptop On 7th Of Aug 2011 (Cancellation Of AT's Beared By Me)

8) Hence I Was Without Laptop For More Than 1 Month

9) After Getting The Replacement I Found Some Major Issues With New Laptop & Same Were Stated On Black N White On 2nd Of Sep 2011

10) After That It Was Committed That Engg. Will Visit And Replace Some Faulty Parts, I Got Agreed But Unfortunately Again There Was A Commitment Failure And No One Visited For More Than Seven Days

11) Afterwords I Completely Denied For Repairs

12) Finally, Priya Came Infront, She Was Handelling The Case Properly (With No Out Put)

13) Finally She Asked For Pictures The Defects On Mail But I Requested Her To Send Engg. So That He Can Check That Whether Customer Is Lying Or Not But My Proposal Was Not Accepted

14) Thereafter Pictures Of The Manufacturing Defects Send To Priya, Now What Happens Is Really Shocking, She Called Up And Told Me Send The Clear Video As In Pictures Problem Is Not Clear......!!!

15) It Was Amazing As Set Is Just One Month Old And They Are Not Even Ready To Send The Engg. To My Place

16) Finally, Mr. Sowmith Ravindra Came in The Scene, He Has Arranged An Engg. Visit, On 5th He Has Visited And Fond So Many Defects, For Which Priya Has Used A Term "Manufacturing Defects"

17) Attached Engg. Hand Written Report Says :

A) LCD Screen Needs To Be Replaced

B) LCD Bezel Needs To Be Replace

C) Palm Rest Needs To Be Replace

D) Keyboard Needs To Be Replace

E) Bottom Base Needs To Be Replace

Would Like To Add Engg. Words : He Appreciated The Careful Handelling Of Laptop (Thanks For This......!!!)

18) After This Priya Called Up On Monday And She Told That She Is Getting Arranged The Spare Parts Which Needs To Be Replace But Now I Am Really Sorry As I Completely Denied For The Same

19) Then She Suggested Me To Write The Same On Mail That I Do Not Want Repairs, So That Case Can Be Closed

20) Only After 5 Minutes A Got A Call From Sowmith Ravindra (After 10 Reminders On Email, Might Be He Was Busy With Some Other Urgent Tasks Or Customers) And Really The Response Was Very Good, As He Has Offered Me Repairs And Replacement As Well

21) When I Asked Sowmith That why Engg. Visit Took 63 Days, He Was Not Having Any Answer Except "Apologies"

22) When I Raised 2nd Question, That Why Dell Team Was Waiting For Pics Instead Of Enng. Visit For Thorough Inspection, On This He Replied " It's Not A Normal Problem And For These Type Of Issues We Needs Pictures First, I Strongly Appose This Point, If Issue Raised By Customer Is Totally Different Or Never Heard Before Then A Company Should Arrange R&D Officials Visit ASAP

Lets Move Forward :

If Engg. would Have Visted On 3rd / 4th / 5th / 6th / 7th / 8th / 9th Of Sep, Then I Hope That Issue Would Have Been Resolved Very Earlier (Without Harassment To The Customer)

All The Issues Raised By Customer Was Found Genuine And Same Is Written On The Job Sheet Of Dell

Then Why An Organisation Was Harrassing A Genuine Customer Since 2nd Of Sep ......???

Why So Many Mails......???

Why So Many Phone Calls......???

Why No Trust On Customer......???

Why There Is No Value Of Customer's Hard Earned Money & Time......???

Why Unnecessary Follow Ups......???

I Do Have Proves For All The Above Mentioned Points......!!!

Still Waiting for FQR (Field Quality Report) from Dell For The 1st Purchased Dead On Arrival Laptop

Till Time How Many Days Laptop Was With Me Or How Many Days I Had Found The Same Working

Replacement Took 35 Days From The Date Defective Laptop Was Collected......!!!

Now You Expect Me To Wait For Another 35 Days For Replacement......!!!, Is This Is An Entertainment Play Going On......???


Expenses Incurred / Losses : First Of Rs. 36,500/- For Purchase, Rs. 5,000 Lose As I Was Without Laptop for Good 35 Days, Rs. 10,000*63 Days = 6,30,000 For Mental Harassment, Rs. 1,900 For New Mouse, Tour Cancellation (Tickets & Hotel) : 10,000

Total : Rs. 6,83,400


Dear Dr. Vivek Mansingh, Country Head, Dell India R&D Center

Other Than Services : You Need To Work Hard On R&D Dept, Because Dell Inspirion Is Worst Series Of Dell


Dear Priya,

Would Like To Suggest You To Atleast Have A Strong Discussion With Your Team Members Or Concerns Before Committing Anything To An Injured Customer, You Told That Except Repairs Nothing Is Possible And Simply Disconnected And Within Just 5 Minutes Received A Call from Sowmith Stating That Replacement Against Your Set Has Been Approved On The Basis Of Report Submitted By Technician

Please Do Not Treat Customer Complaint As A Game Because It Is Only Customer who Plays A Role Of Revenue In Industry



Dear Mr. Michael Dell,

Please Take Out A Little Bit Time From Your Busy Schedule And Go Through The Facts Lighted In This E Mail

I Know That You Are Hvaing Business In N Number Of Subsidiaries But Here In India Your Present Situation Is Really Alarming

I Think You Must Plan A Monthly Visit To India For Atleast 10 Days / Month, So That Situation Can Be Improved Because Really Have To work With Both The Teams : Quality As Well As With Service Team

What I Have Learn't In My Carrier Is "Customer Complaint Is Gift From God" This Is The Only Point Which Leads To An Organisation To Survive For Long With A BOOM To Sales But In Your Esteemed "Who Is Customer, What Is Complaint, Who Is God"

Hope You Will Take Some Action To Improve On The Point Not Point Actually We Can Says Points, Where Improvements Are Required

Hope Reward From You As I Had Shown You The Actual Image / Actual Working Style Of Dell India Service Team In Spite Of Having Such A Strong System And Huge Infra As Well, I Challenge, Any Industries Having As Much Strong System Like Yours, Then There Is No Place For Competitors, Only Thing Is Concentration Is Required, Which is Missing......

Trust Me I Am Really Worried About The Future Image Of Brand Called "DELL" In India

I Do Agree That You Cannot Make India As America But What You Can Do Is : You Can Atleast Make Dell India As Dell America

Take This Mail In Positive Manner For Corrections And Hope That You Will Find Best & Quick Solution To Be Given Against My Complaint

Waiting For An Positive Response


Thanks & Regards
Sandeep Sharma
Videocon Ind. Ltd.
Gurgaon
[protected]
[protected]
Customer Is A Kingpin......!!!

Service Delayed Is Service Denied