[Resolved]  HCL Desktop computer — Beware of HCL

I purchased a HCL computer carrying 36 months warranty on 09.11.2006. The computer developed some problem and stopped working on 31.07.2009. The very same day I lodged the complaint (complaint no.[protected] with HCL. The complaint was attended on 06.08.2009. The service engineer, Mr. Mohd. Mohsin (Mobile No.[protected]) took away two parts (80 GB Hard disc & DVD Combo) stating that the same were damaged and would be replaced within three days. However, when I contacted him on 13.08.2009 he said that he was proceeding on leave and advised me to contact East Delhi Support Centre. East Delhi Support Centre telephone numbers 46142680 & 46142682 are difficult to get. However, after continuous efforts I got the number but shocked to hear that the parts to be replaced were not available in the stock and that I would have to wait for another 2-3 days. Yet, nothing happened in 2-3 days nor any one from HCL bothered to speak to me as to when my computer would be set right.

Terribly disappointed, I took up the matter with the customer care department of the Corporate Office (Tel. No. 0120 – 2526518) but to no avail as every one I spoke to passed on the responsibility by giving another executives telephone number or mentioning “speak to the service engineer only”. Despite my repeated assertion that the service engineer Mr. Mohd. Mohsin has proceeded on leave (as he mentioned to me) and that my complaint is long pending, no one took care to pen down my complaint number for doing needful.

When nothing happened, I requested Mr. Parthasarthy, customer care executive, to get me the telephone number of General Manager, Customer Care. Unhesitatingly, he immediately gave me the mobile number - [protected] of Mr. Kapil stating that you can speak to the General Manager. At least 50 times I dialed this number but to no avail as he did not take the call even once. I again spoke to Mr. Parthasarthy and mentioned that the GM is not taking the call. He replied, “I can’t help it”.

Dejectedly, I sent my complaint to the Chairman through an email at [protected]@hcl.in on 19.08.2009 and a registered post on 20.08.2009. Surprisingly, nothing happened again.

As a last ditch effort, on 24.08.2009 I requested the operator to get me someone responsible in the Customer Care Department. She connected me to Mr. Santosh whom I narrated my case. He expressed his helplessness and gave me the telephone numbers ([protected] & 2556437) of Shri Shankar Singh Jeena mentioning that although he is looking after legal cell yet he can do the needful.

I immediately spoke to Shri Jeena who mentioned that he was rushing to a Dentist for a tooth problem, however, assured me that my complaint shall be resolved either the same day or the next day. Next day again I spoke to Shri Jeena at around 3.00 p.m. Mr. Jeena said that he had not yet reached office as he had some outside assignment but promised to give me feed back on my complaint, but failed. Third day again I spoke to him around 11.30 a.m. He asked me to ring back around 2-3 p.m. for feed back. I repeatedly rang up around 3.00 p.m. but he did not take the call. I then advised my wife at home to call him from landline number and take the feed back. He took the call and promised to give the feed back in an hour, but failed again. Around 6.10 p.m. I spoke to him over his mobile and asked for the feed back. He had nothing to say so he advised me to take down the telephone number of yet another senior executive for addressing my complaint, which I declined as I was fed up with this attitude of the executives of HCL of de-shouldering the responsibility.

Nevertheless, I again reminded the company about my pending complaint through email on 27.08.2009.

Till date my complaint is pending and no one from HCL bothers to speak to me even once to apprise me of the present position of the complaint. I am really surprised to see the tragic state of affairs at HCL. In fact, the complaint must be addressed within 48 hours during the warranty period. It is almost a month now that my complaint is pending.

I am sure Shri Shiv Nadar, the founder of HCL is not aware of the present state of affairs in HCL Infosystems Limited and if he is - “this is the beginning of the end of HCL”.

My address and contact numbers are given here below.

MAHESH KUMAR SARAF
33-A, POCKET-B,
SFS DDA FLATS,
MAYUR VIHAR-III,
DELHI-110 096.

Tel :(R[protected]
(M) [protected]