[Resolved]  Dell — Exploitation in the name of Customer Service in a Dell Service Center in India

Address:

Bangalore, Karnataka

I went to the Dell service center to get my out of warranty laptop serviced. I experienced a nightmare interacting with technicians who seemed to be more than interested in making me sell my laptop rather than addressing my issues concerning the laptop. The best part was when the security personnel who has handling many customers seemed to be more interested in making me an offer for the laptop. He asked to sell the laptop for Rs 5000/- as he felt it did not make sense to purchase an extended warranty.

When i decided that it wasn't worth talking to these people who were of little use to me as a customer. I declined the offer politely and preferred to take it back home, suddenly another supervisor offered to pay little more than what was earlier offered. I again declined and advised to take it back home. Immediately the person who was inspecting my laptop asked me to pay him Rs 500/- and take the laptop. It was surprised by that and enquired, if Dell charged customers even when the issues was not fixed. He advised me that Dell charges Rs 1300 for laptop service, even if it meant just visual inspection. It really was not in a mood to talk to them and paid the requested money. When i asked him for a bill, he advised that it would be sent to my place after a month. I told him that he did not have my details to send it across, then he said that they would contact me over the phone and send it through Dell courier.
He said either i could pay by cash or credit card, irrespective of the method of payment invoice will be sent only after a month.

Well, it was a clear case of ripping a customer but i was helpless as i was in a hurry as i had an appointment with a dentist and was getting late. I hope someone from Dell notices this and sorts their service point operations. It was such an irony that a company like Dell did not have a CRM in place to enter customer details and printout invoices. The moment i entered the service center, a grumpy & impatient receptionist after looking at the number of people waiting in the queue, gave me a book and pen to write down my details and wait for my turn.

I am not surprised that Dell's new initiative to retain its customers after loosing the top mantle to HP has failed. I'm not sure if this new sustainable initiative will work, if it does not have any control over the inefficient customer service process. The technicians will happily pocket money while the customers will slip out.

I WILL NEVER BUY A DELL PRODUCT AGAIN NOR RECOMMEND IT TO ANYONE.