[Resolved]  Dell — Dell next Day onsite service has too many conditions

Address:

Bangalore, Karnataka

I want to highlight Dell services program that is running in India for so many years. My Issue is quite old I first come to know about this in March. I bought a Dell 9020 OptiPlex in September 2013. it Was working fine until in March I noticed that the Webcam is not working. I lodge a complain, but Dell technical support main agenda is "You should in front of your system when you are lodging a complain." So if you are not in front of your system, suppose that you want to lodge a complain from your office then forget it. They also have very excellent office timing from 9AM to 6 PM. So eventually I ended up to lodge a complain on Saturday. Because my office timing is 9 am to 6 PM (and so does many others in the IT industry I believe) . However they check my system through online and finally confirm that yes Sir your system's Webcam is not working and its needs to be replaced. I waited for a long period of 50 days to get the LCD. Ok, fine finally in the end of May., Dell support engineer came to my home with a replacement of the LCD, when they opened the pack I found that the LCD has a crack. Right side there was a enough crack, I refused to take that. However the Dell Engineer did something back-door entry I could see that the Webcam is working. So I was happy. But recently I have again faced the same problem and now the Web cam still not working. Problem # 1: I cannot lodge the same complain as it was closed by them, although no specific replacement was provided.Problem #2: Again I have to go through that 9-6 issue and they check and confirm that "Yes Sir your LCD needs to be replaced." Problem #3: I lodged the complain on 9th Sep at 9AM with complain #[protected] and I have paid a huge amount for next day onsite service. But I received a call in the afternoon from Dell Bangalore that your parts will be ready by Thursday. I said OK. On 11 th Sep I didn't received any call. On Friday (12 September at 10.30 I got a call and the Dell guy wants to come now), I said I am in office come in the evening, in reply he said we don't work after 6 pm. I said ok come at 5.30 pm I will be there in my home. However He didn't respond and disconnect the phone saying that he will contact me again, however he didn't.What is amazing to think is the common-sense applied in a particular systemized fashion, they don't work beyond 9am - 6pm still they claim that they give customer service. I will ask the Dell administrator or the CEO that what brain he implemented the idea of 9-6 policy? Even certain banks to run their business started to work beyond the normal timing. So you can think of the number of messaging is coming to your way. Customer service is a very huge concept and it cannot be achieved by the normal 9-6 Govt office jobs. Its all about responsibility. Your technician cannot work on weekends, they have a holiday, they won't work on weekdays after 6 pm. Don't you think that this must be included in the terms and conditions in the Next day onsite service paper, and this conditions must not be in a scripted language, but BOLD, and should be clearly mentioned. Be incredible in your approach. I think majority o[censored]s who went for the Next day onsite service and paid a huge amount, is a dumb and paying the price of not knowing the entire conditions. Dell is a world leader, so I think they must be knowing between a happy customer and unhappy customer., But this morning 9-6 is a faulty process in a large number of ways. I repeat again Customer service is not a Govt. Job. I am not here to prescribe Dell something no, Just to make them aware that there is something in there system which needs to be corrected.An Yes when I said that just to replace a PC I cannot take leave from my office, your support Engineer told me that they would come on next to next Saturday. What a Dell.Contact number and complain number is provided, Hope Dell look into the matter seriously and thanks to Consumer Forum. Deb [protected]