| Address: Chennai, Tamil Nadu, 602106 |
| Website: dell.co.in |
Respected sir,
I am an unfortunate dell customer writing to you about not so happy experience i had in recent times regarding your after sales service given here in new delhi, india.
Let’s start right from the beginning. I am based in new delhi, india and purchased with my hard earned savings dell inspiron 7520 received through courier dated[protected] and its invoice date is[protected].Invoice and tag numbers are [protected] and fspdmv1 respectively. Let me tell you one thing genuinely. Your service was exceptional to support the machine but machine itself is not that good is what i felt. So i had numerous services done under warranty as well as under extended warranty and you name it like lcd, hard drive, optical drive, mother board, ram, cooling system, speakers, key board (Refurbished parts not new, mind it) and more whenever faults occurred during last 3 and half years. But after last warranty extension, your service also bite the dust is how i felt.
Before that, your engineer used to book the service after remote diagnosis and your service vendor technician used to come with required parts and service used to get done. This is called fix it right first time. So generally i was happy with the service but not the product due to frequent malfunctioning. But after last warranty extension, you changed your path for worse in terms of service quality too.In present scenario, your engineer will book the service first for inspection by technician to ascertain the root cause and then he will over the phone suggest the required parts to your engineer, then parts will come and again on second visit technician will replace the parts. I can say, ask any dell customer and nobody will be happy with this process of servicing.
The present situation is that of late i felt my laptop is heating up excessively and accordingly i called dell technical support dated[protected]. After many attempts, my call finally routed to desired section and mr. Tushar mishra attended me. He created the service for inspection and service request number/case id was[protected]. But nobody called me for the confirmation of visit. Then i mailed tushar mishra dated[protected] that nobody called me up for service to be performed for inspection. Then on[protected], i received call from dell confirming that service need to be performed on my laptop. Same day, i received call from service vendor that technician will come on[protected]. Mr. Shashikant visited me and he said that heat sink and mother board are faulty and he gave ppid for both parts to your dell engineer over the phone. Please find repair order form attached serial number being [protected]. After that i got call from service vendor that parts have arrived and service technician will replace the parts dated[protected]. The visit was scheduled between 16:00 to 18:00 hours. I was waiting with my system but no one turned up nor did i receive any call proactively. I had the mobile number of technician shashikant and called him at 17:45 hours that i am waiting with the laptop for his visit. He said dell has cancelled service to be performed due to ppid mismatch.
Then i mailed dated[protected] to service engineer tushar mishra that service technician didn’t turned up to replace parts. He replied dated[protected] that a team is working to resolve the concern. On the same day i. E.[protected]Before reading his response), i made call at dell technical support and mr. Amandeep jamwal attended me. I apprised him the whole situation and he arranged a call back from his manager. I was not satisfied with the response of the manager so he arranged a call back from escalation team. From escalation team, i got call from mr. Sahil sundhan dated[protected]. Again i apprised him of the whole situation. He again arranged for the inspection of laptop by service technician for[protected]. Same technician mr. Shashikant arrived and took the ppid of each and every part. He gave all the ppid numbers to one mr. Haider as desired by him. Then i had conversation with him that whether all the ppid are matching or not. He confirmed it’s matching. Then again i enquired whether he has taken all the ppid’s to complete the formality so that nothing is missing this time which may again result in service cancellation when the parts actually need to be replaced. He reiterated that he was provided with all the required ppid’s. He then mailed me on same date i. E.[protected] that despatch has been created to replace the required parts and he arranged for visit of service technician again. This time to replace the parts. Please find repair order form bearing serial number [protected] having despatch number [protected] attached with this mail.
I received message as well as call from service vendor dated[protected] that parts have arrived and service technician will visit to replace the parts on[protected] as per despatch number [protected].In evening, dated[protected] on 19:27 hours i received call from service technician that service to replace the parts has been cancelled again by dell due to ppid mismatch. I was shocked second time and cursed you people literally from my heart. I mailed mr. Sahil from escalation team to call me dated[protected]. We had a long argument over the phone because he accused me if i had done any repairing done from other than dell. My answer was why did i spend money on extended warranty and can you prove it that it’s been tempered from outside. I mean what’s the need of it and what a silly question? He finally told me that as of now part replacement have been kept on hold. Don’t you think it’s an absolute crime on your part to harass me like this? And now today i. E.[protected], i again received call from mr. Sahil of escalation team that as of now service has been still kept on hold but we can arrange for technician visit for the inspection of laptop. I asked him who is accountable for the delay in rendering actual concrete service to resolve my issue which is pending since[protected] and what’s the difference this inspection will make because the same has been done twice earlier.
Till the writing of this mail, i didn’t confirm my consent for inspection of laptop third time. I am asking you, had you been a dell customer what would have been your approach? So now you will understand why i was saying that your service is now just like your laptop. It’s towards downward progression and pathetic. Hope being ceo you’ll understand my agony and will do needful on urgent basis.
Regards,
Daljit singh dhir
Dell India customer support has been notified about the posted complaint.
