Delay in delivery, abusive behaviour of sales representative, going back on offers already made. - Dell, Dell Inspiron 1525 Laptop
I had ordered and made payment for Dell Inspiron (TM) 1525 Laptop- R541001IN8, catalogue number 43096 from the CROMA Store in Juhu, Mumbai.
The Customer Code is 523272, the Online Reference No. is 5894702 and the Order No. is 0202540.
I made payment via cheque No. 123503, State Bank of Travancore, for INR 42807.90, on 5th October 2008 and was issued a receipt for the same, number DELL/C/0834.
I was attended to by a Mr. Avinash Talwar at the Dell counter at the store.
There was an offer at the Croma store where a TATA Indicom internet connection was being given at a discounted price with every laptop purchase. However, I was told this offer was not available on Dell laptops. I then informed Mr. Talwar I would prefer to buy a laptop from another brand in order to avail of the offer, he assured me that he would speak to his senior and make sure I received the benefit of the discount offer. He told me that after I receive my laptop I would have to come to the store with the bill and the connection would be installed.
I then ordered my laptop and paid the amount by cheque.
The cheque was cleared on 7th October 2008.
I was told I would receive the laptop in 15-20 days and would be contacted before delivery was made or attempted.
I received a slip for BLUE DART courier service, left outside my main door, around 22nd October informing me that they had come to deliver my laptop. I was not contacted before the delivery and was not informed of the same. Since I was not available at the delivery address I could not receive the machine. The estimated delivery date was mailed to me as the 28th October 2008.
I informed Mr. Talwar of the situation and also informed him that a number of calls were made to the courier service as instructed by them. None of these calls made by me were received.
Mr. Talwar then assured me he would look into the matter and inform me of the status.
However, since nothing was done for the next 3-4 days, and even after calling Mr. Talwar no calls were received, and no attempts were made by him to learn of the status of my order, I wanted to cancel my order. Mr. Talwar admitted he was not aware of the status of my order or the computer as of now.
At this point of time I pointed out to Mr. Talwar that he had been incompetent at his job. To this he replied by saying that "then what did you expect the courier to do...break into your house?" I then complained about him to his seniors Mr. Sandeep Patil and Mr. Hari Vasant. As expected nothing was done about my complaint.
The service was disappointing to say the least. I wanted to cancel my order since the delivery service has been sub-standard and I therefore did not wish to take a chance with the after-sales service.
However I was told that my order could not be cancelled. When I insisted, I was told by a Mr. Kartik A.S. that if cancelled the full money paid would not be refunded, only half of it would be. This is when I dont have a computer and nobody in the company seems to know where it is!
I was later assured by Mr. Kartik A.S. that I would receive the laptop in the first week of November and would be granted a 1 year warranty extension as a goodwill gesture.
I received the laptop in the middle of November. The courier service delivery man who came with the laptop wanted me to sign for the receipt confirming delivery of the machine without me checking the machine or even opening the box to see if there was a laptop in it since the company did not have a policy of 'open delivery'. So you sign the receipt and hope for the best! Anyway there were a number of calls back and forth and at last I checked the machine and signed the receipt.
There is more.
I went back to the store for the inetrnet connection. Mr. Talwar said it is not his problem anymore and the order was withdrawn by the Croma store by then. I explained that it was not my fault and they had delayed the delivery of the laptop and the offer had been valid both on the date on which I placed my order as well as the original expected delievery date. He point blank refused to help me out. None of the other Dell staff present at the store offered any help and when asked said they were not in charge of the order.
Further, I was told I should have confirmed the extended warranty. I mentioned the mail written by Mr. Kartik and was told since it is not mentioned in my original order I would not be given such extended warranty.
I especially wanted to complain about Mr. Talwar who was handling my order about the language used by him, his behaviour and his overall handling of my order. It was most unproffessional.