Dell India — dell does not honor its warranties #neverdellnever

Address:	Mumbai City, Maharashtra
Website:	www.dell.com

DELL DOES NOT HONOR ITS WARRANTY #NeverDellNever

For Black Friday Dell has sent out a brochure claiming half price on its computers. Don't buy it, I mean this figuratively and literally. Be on guard to the other holidays coming up as well. If a company is not respectable enough to honor the warranty then you are essentially are buying a computer without one. How much of a reduction in price does that carry when there are so many fine other computers out there? My laptop had a myriad of things go wrong with it, in less than a year. DELL suddenly forgot what a warranty is. They sent mine back with the message and I quote "your laptop has been returned to you unrepaired." I recommend you don't buy from this company at all - not even at 70% off. In less than a year you could end up with a very expensive doorstop.

My whole experience is recounted below:

A Tom's Guide complaint about Dell in 2015 asked, "Is DELL's customer service as bad as they say?" I couldn't say for sure but I can tell you its really bad right now.We're talking about a company that will do most anything to avoid making good on its warranty. Senior management knows, (I wrote most of them) they just choose to do nothing about it and they're sitting on my laptop. They've neither fixed nor returned it. (Just recently it was returned not a single problem fixed nor probably looked at).

I told Karan, one of the DELL "managers" in India, that the corporate unresolved issues website isn't working. I'll make note of it and make another post later in the week. I tried a few more times and gave up on that avenue of communication.

Meanwhile, I told him in the interest of complete transparency, I'm going to post this email on the ripped off consumer websites both Domestic and International.. Karan probably knows most off the same ones I do. Turns out DELL gets a lot of complaints about its customer service.

54 emails. That's how many since September. Always, the same lame people offering the same lame communication that they had drilled into them during training. It could not be more clear: DELL ii trying .to duck it's responsibility to repair under warranty. There was a brief attempt by your people to shift responsibility - "there's a spill on the keyboard, " I was told. No, I've understood the responsibility that needs to be exercised around electronics since I was five.

If there was a spill then it happened at your shop, I told him. After this response the best his team could do is to repeat itself endlessly though at least two or three promised they would take care of it and then didn't. Generally, the corporate line was towed, in hope that the customer would go away. I know this technique. I teach it. Nissan (like virtually all Japanese companies) has been using the strategy since the late 80s early 90s. Prior to a piece I wrote, I spoke to their Director of Communication in Smyrna. Of course, the difference between DELL and Nissan is that I've never been sorry I purchased something from Nissan. DELL's another story.

I told the employees, if the laptop is not back in my hands, fixed to my satisfaction and at no cost: then I would launch a media campaign using web, social media and all the usual resources. DELL was once a good company, everything indicates it no longer is. The laptop was a problem as soon as I hit the power button - or are you going to claim 100% quality assurance. As a Professor of Communication the campaign isn't going to be taxing. I come into contact with hundreds, if not thousands of Professors worldwide through conferences. The academic community will want to know what caused DELL to go downhill so badly. Don't call me. Fix it or don't. I don't want to hear anymore about why you are going to evade responsibility for your job. The story is nonsense both in reasoning and content.

Please know, I'll continue the campaign until it takes root. Also, I'll have a good American technician have a look at the unit so they can tell me what you did. It's not a threat. It's simply my communication plan as expressed in 55 (now) emails and over the course of months..

Karan.[protected]@dell.com as I said in other emails: stop calling me.

Find someone at Dell who can read and ask them to help you process the messages I wrote you last. It could not be more direct. The point where I was interested in discussion has long since passed.

Once, I had a problem with my Lenovo. Want to know what that company's team said? "In three days you'll get a box. Send it in, we'll take care of it." It was five out, fixed, and back. My Lenovo 910 runs like new. The difference in corporate practice is stark and perhaps that is all the consumer needs to know.
Reason of review: Damaged or defective.
Monetary Loss: $1200.
Preferred solution: Full refund.
I liked: What the promotional literature said.