| Address: | Mumbai Suburban, Maharashtra |
Ref: order no.:[protected]; customer no.:[protected]; service tag: 8WQF6BS; INSPIRON 560 ST DIRECT BASE
Re: Faulty Machine, atrocious after sales service
I received the delivery of the above mentioned machine on 06.08.10
Engineer visit on 08.08.10; installed the machine
Machine stopped receiving power supply after a loud blast; Complaint registered on 10.08.10; req no.:[protected]
I was communicated by the customer care executive that the faulty parts (mother board, panel board and BOMS power supply) will be replaced 'as soon as possible'. As this seemed rather unusual (them not providing me with accurate replacement date). After further probe I was informed that the specific parts were not available at all. It was shocking because before buying the machine, the executive at CHROMA, JUHU had sworn about the fantastic after sales service and all grievances being rectified within one working day. So I categorically informed the call centre supervisor-Mr. Melvin that my business involves a lot of computer usage and it would suffer drastically if they deliver later than a couple of days. To my utter disbelief they could offer little help.
I kept calling Melvin regularly who did nothing more than giving me false assurances. Since the 15th of August i have spoken with all the following names : Avneet, Alvin, Kumar, Chitru, Sanjay and Geeta who finally told me that the parts re delivered and asked me to speak with some ‘Sangeeta’, which I did. To add insult to injury, Sangeeta informed me on Aug 19 2010 that the parts are delivered to ‘Logistic’ who are not delivering it to her company due to some internal rift going on between the two companies and failed, yet again, to address my issue. She categorically mentioned that parts will not be delivered to me until ‘Logistic’ hands it over to them.
Thereafter, on 25th August, i spoke with the then present floor supervisor, Mr. Rajan at DELL s customer service centre who assured me that he ll take care of the problem. After three days or so i got a call from engineer, Abdul that he was assigned to come fix my computer and whether i was home, to wich i informed him that i never received any parts as yet. He gave me Sangeeta's contact number again. She had no clue as to where the parts were as she had already received a delivery report. I did receive parts the same evening and called up the enginer, Abdul the next day but he was not assigned to come to my place but to go somewhere else. I called up Sangeeta again on Fri Aug 28 and to my utter shock she mentioned that she could not send the engineer before monday.
The most unbelievable part of the story is that everyone related to this organisation that i spoke with was clueless about what to do. No one ever bothered to call me up and let me know whats going on and they all were completely unprofessional in satisfying my grievance. Its Aug 28 today (its been 18 days since my complaint vis a vis their promise of a 24 hours grievance solution) and the machine that i bought for app. rs. 30,000 is just sitting at home in no working condition. I am sure that others are suffering at these hands as well and i am also sure that DELL and its support network is not being able to address their grievances as they promised to.
Eagerly awaiting your guidance.
Amit Sial
+91 [protected]
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