HCL Me Tablet — HCL Support refused to provide on-site support

Copy of Email Sent to HCL Support Centre, which was never answered:
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From: Krishna Vir Singh
Sent: Monday, June 22, 2009 12:56 PM
To: '[protected]@hcl.in'
Subject: Follow up ...Service Complaint No:[protected], dated 10th june 2009

Hello HCL Support

I own a HCL desktop (ezee-bee; 2.9 Ghz P4 HT machine) and have bought an on-site service extension pack (Code: AM0 10101BB) last year.

Unfortunately the machine is refusing to co-operate. (No boot, No display)

I have called HCL support on Wednesday; 10th of June and I was given a Complaint number[protected], dt: 10/06/09). HCL Service personnel did visit us on 12th of June and informed that the Motherboard and SMPS both are faulty and need to be replaced.

The contact person from HCL support committed to get this issue fixed by Wednesday; 17th of June. It is 22nd today and no sign of any progress in this direction.

I do not understand that why things get delayed each time we report an issue to your company. Don’t you thank that 12 days is an enough amount of time to fix these kinds of problems. I don’t understand why you guys tend to test the customer’s patience.

It seems you want to point to a fact that I did a grave mistake purchasing a machine from HCL and then an even bigger one by buying a service extension pack.

Don’t you people believe in SLAs or fixing problem?
If this is the case then why are you so eager to sell Support Extension Packs?

I would have dumped this machine in thrash and bought a new computer otherwise.
Now whatever the case be, I want this to be fixed in time otherwise I will be forced to take legal action against your company.


Krishna Vir Singh
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Apart from this when I called HCL support the contact person informed me that the complaint is closed since there phone call ; ( which we never received anyway ) was not answered. My issue is unchanged from the day it was reported to HCL. It seems HCL does not love business or may be thay have some sort of problems within their staff / management. A customer is never treated like a customer.

It has almost been 14 days that my Desktop computer is almost dead. I am not sure if HCL is going to help.

Could you please help me file a case against this company so that they learn a lesson and others like me are spared from similar issues.

Krishna Vir Singh