[Resolved]  Dell Laptop Direct Purchase — Direct purchase poor after sales service and grievance settlement of retail customers

dell direct purchase- after sales issues of retail customers
Hi techsavy friends if you are looking for a new laptop purchase my sincere advice is dont go for dell. I had a studio 14 laptop purchased direct from dell. I paid money through my credit card some where around first week or so in march 2009. After instant payment through mobile phone on the day of finalising quotation i was told i would receive laptop in 7 to 10 working days. But it was not the case. I had to talk to that sales rep Mr.Awanesh singh several times over phone. At some point of time i had to end up registering my voice in voice mail box. After 20 to 23 days on 1st of april2009 i received the laptop through courier. But i had ordered a midnight blue color laptop and received a black one. I again called that sales person and he promised to replace the cover in few days but nothing happened like that. In the mean while i could not get him over phone during office time. Then i called customer care department and scolded then they gave his superviser Mr.Clint carvallo no. again i called that guy and told every thing and as usual he promised to solve. But even after few weeks it was not done. Every time i make a call from my mobile or land line it would end up in voice mail box. I got irritated and again i called customer care and they gave his higher officer Mr.NikunjMurukutla no. That person tried to solve my problem and again few weeks lapsed and finally he came up with a solution of replacing the laptop. Again for few weeks only calls and mails sent with poor progress. Again the 2nd level higher officer arranged for return documents from customer care department in the 3rd week of june. I am still waiting to return this piece and i dont know how long this would take to complete. In between i fed up and asked these people to give 9 cell battery or a graphics card for the excess money i paid for color panel but except dell warranty they refused to give anything. Now i regret buying a laptop from dell that too dell direct purchase. Worse is if something serious happens in the laptop how could these people respond fast. We have to wait for weeks together for rectification. What i suggest is don't buy anything direct from dell. once you finalize your payment and you wont be given proper reply and don't even bother these people to inform the customer about delay. In india these multinational companies like dell mint money(costly price in india if you compare with US ) and give poor service. If my grievance delays further i have decided to go to consumer court to sue these people not for extra money but to give lesson not to repeat the same to another customer. I request others who have after sales issues with dell, please share your experience here so that retail customers like us are the most exploited by these multinational companies and let others to know about this. E commerce in india wont pickup because of issues like this. This is my first online purchase which is a blunder mistake. Visiting a show room and talking face to face to a person who sold you some thing is better to solve any after sale issue. The same Dell in US or western countries would have promptly returned or solved the issue in time. Here our indian employees of dell are loyal to their multinational employer forgetting business ethics and consumer rights and they treat retail customers as a lesser citizens and care only corporate customers.