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[Resolved]  L & T Infotech Limited — Extremely bad customer service and customer care employees

Dear Sir / Madam,

I own a HCL laptop model P21 since last 2.5 years. Its really been a good buy for me but around 2 months back I had a problem of Power On the system, so I went to the HCL Service center located at Tata Richards garage, Andheri, Mumbai, Maharashtra, India.

I met Mr. Sooraj (Customer relations person) over there and he told me that it is an issue of Mother board.
My warranty period was over, so he asked me to have AMC Pack, with which I may be able to get service free from HCL for next one year. I got that by paying INR 3500.00 and handed over my laptop for the repair.

After one week Asmita (Customer relations) called me from HCL touch and said that your device is ready and you may collect it. I went there and collected the system. I took it back to my home and after one day the same problem occurred, so I called Mr. Y Bhukta (HCL Touch office Manager) and he told me that he will send some person to get my laptop again from my home for repair (observation). I did as he told me and since then I have not received my laptop. He told me that some engineer will call you and ask what are the problems you are facing, but it did not happened at all till now.
After one week, I called Mr. Y Bhukta again and he said that he was out of town so was not able to resolve my problem, I am not able to understand that what type of excuse is this! It has been around 1.5 months now and still I have not got my laptop repaired.

Even they have not even called me once telling me the status of my laptop. Since 1 month I am calling daily to them and even though Mr. Y Bhukta and Ms. Sonali Panda (Repair center head) and some other Customer relations officer (Ms. Asmita, Ms. Priya) always put me on hold or saying that I’ll call you in 5 minutes. I never got a response call from them. It’s really been so pathetic from these people and I never expected this from HCL Service persons.

I had to face a lot of losses on daily basis since I don’t have any other system with me and I am an IT engineer working with LNT Infotech and they are not even concerned about it, everytime I have to go there (which is so far from my home) and make a call to them and even after that I don’t receive any positive response. Even now a days they don’t even pick up my phone.

I am really disappointed and mentally harassed with all of your employees and their irresponsible behavior towards me and request you to take some action as soon as possible for my laptop and also for your customer service center employees, located at the HCL Touch office, Andheri, Mumbai, Maharashtra, India. Otherwise now I am really going to take some legal (judiciary) action against them.

Anticipating your reply ASAP.

Thanks & Regards,

Devendra Kumar
[protected], India
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Aug 14, 2020
Complaint marked as Resolved 
Complaint comments  1 CommentShareTweet


Yes, this is absolutely right. Even I am also facing the same problem from HCL customer care presons.

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