(01) The Complainant has been receiving numerous E-mails, offers from i.e Dell Products regularly as a prospective possible customer due to recession, declining Sales and/or might be struggling to dispose their dumped stock by their promotional offers.
(02) The Comaplainant by Internet receipt Number GB[protected] Dated. 29th August 2009 placed an order and it was confirmed by the Defendant on 31st August-2009. In view of the offer received on e-mail, the Claimant wanted to change the product and contacted the Defendant.
(03) The Complainant has phoned to Defendant on a specific number tried to contact the customer services to replace the Products , the specific telephone number to talk with customer service, is very costly and it’s a profit sharing telephone line to gain Defendant Dell Products, it deliberately transfers the line from UK to India.
Complainant on Thursday, 3rd September 2009, has called 4 times and each time they put Claimant on hold, after nearly 2 Hrs ultimately in 4th final attempt, Claimant got through but protested of illegal withholding for no reason, because they wish that the customer discontinue the call and the last executive, who has summarised the conversation said that “The Dell Products, Manager will call you(Complainant ) to resolve your complaint regarding your cost for loss of time and cost of the telephone call charges.”
My issue is with the out-sourced Dell customer support process that not only takes many minutes to navigate, but yields nothing but phone transfers. The first round of customer no-service resulted in over 4-8 transfers and eventually a lost connection. For the second round, Complainant again called the Customer Services and had to endure 6 transfers. Each time a new person would come to the phone and each time the same information had to be provided (order no. Etc.) it is absolutely evident to Complainant that (Dell products Ltd) has a strategy of making customer service so difficult that it is impossible to ever return goods or anything they messed up.
The aforesaid experience has no words to express the humiliation felt at the unwanted fraudulent way of transferring the UK calls to India without being conveyed to the consumers is similar to the Supreme Court findings against Dell Inc.
(04) The Complainant has been greatly insulted, humiliated by false deceptive promises made by Dell and had to wait for the calls on many occasions turn down by specific timings, therefore ask for the compensation for waste of time.
(06) The Complainant has sent an e-mail thereafter. Rather than changing the product Complainant has canceled the order finally due to unethical business behaviour of Dell customer service. The Complainant due to vigorous mental tension, misbehaviour of customer services of Dell later on within the set time as per Consumer Protection (Distance selling) regulation 2000 Act cancelled the order which was accepted by Dell and thought the matter has been closed once for all.
BREACH OF DUTY CASES (negligence, deficient professional services and the like)
What is said by the Complainant was done negligently by the Dell / Breach of terms ;
(07) The Dell has supplied the computer without any confirmed order, concurrence or as accepted cancelled order. and later used the complainant’s, debit card account. This is a direct breach / violation of law which states the Consumer Protection (Distance selling) regulation 2000 Act.
The case pending before county court.
