Dell India — poor customer service & incapacity to deal with clients

Address:	Chandigarh, Punjab, 160019
Website:	www.dell.in

It was in april 2017 this year that my system stopped working and refused to switch on, to which i did call the customer service and after about 3 calls and a wait time of twenty plus minutes managed to speak to an executive (Since twice i was told to call back as their systems weren't working - which itself was a sign - how can a computer service provider give this as a rebuttal and being dell they refuse to call back) anyhow on a lucky call when i did manage to speak someone - live, i told the associate that the system is in warranty (On-site) and i suspect the mother-board has gone dysfunctional and i need assistance at the earliest, understandable to the little training they offer their executives he asked me umpteen questions, asking me to plug/ unplug, unscrew the back of the system, remove the hard-disk etc, to which i did tell him the power lights turning orange instead of white and i know what it means. He took a request and promised assistance within 24-72 hours (Working) and i did tell him there are no weekends within and i expect assistance within the stipulated time, to which a promise was made which sure was not delivered by them. So now the harrowing experience starts, i wait for four days instead of 3 – all working days since i didn’t get any revert – no calls/ no emails despite a reference number issued. I gave the reference number given and they found nothing with it and in fact mentioned there have been no issues reported by me, which of course infuriated me and i immediately requested for a supervisor/ senior since i couldn’t complain all day long. The beauty – there was no supervisor available and they said to escalate my request i need to call back – simple solution by them, just no assistance. Unfortunately i had to deal with this and i continued with a fresh complaint instead for the issue i was facing and then again he asked me various questions/ opening the system to which i said i want a site visit or suggest i can get my system to a service centre as i didn’t want to go through the drill of investigating on something which already was known. Finally dell reverts back in an e-mail that the component requested is not in the country and it will take 3 months for a replacement.
I immediately called customer service and requested for a senior to take the call since i didn’t want to deal with any executive level person since they only read scripts. The supervisor checked notes and the system and finally someone did use the word “ i apologize” which was never put to use till now. He offered that there is no way the system can be repaired earlier than 3 months and i did try and tell him this is my work computer and work stops if this is not working and what is the idea o[censored]sing a computer and that too a brand like dell which boasts of great customer service but offers nothing. I told them to either replace my entire system or expedite the process as 90 days is a lot of time and there is no way i could be without a computer, well nothing helped till the time i spoke with someone in the escalation team since i wanted a resolution at the earliest. I was told incase of an entire system replacement it will take atleast 45 days and then too it will be a refurbished system and after waiting for close to 50 days the mother board was changed to a refurbished one – not a new one. I reported the same to the service centre right then in presence of the service engineer and said this is what they have to offer and this part will be covered for a month or two. I rushed to the dealer from whom i bought the system and he pleaded ignorance stating this is a service matter and we can only suggest about sales.
Well with bitterness i agreed to this replacement and started using my system and it worked fine for almost 3 weeks until the screen of the computer turned white and blank, restarting it a few times made no impact so i called the customer service yet again and now to my surprise the associate didn’t continue the call after verifying the express code number stating my system is out of warranty and for any service / assistance i shall be charged. I still hadn’t come to terms with the poor customer service offered by dell in the past that this comes as a blow as i checked my bill and it stated the date of invoice as 23.08.2016 (Bill attached) which was completely unacceptable and i told the associate that its incorrect and he needs to re-check his records and i even offered to email the copy of the invoice to which he said in this case i need to request my dealer to update records with the company. I had no choice but to visit the dealer and all of this in working hours - the idea of buying a good brand computer was being totally defeated neither was i experiencing good quality nor even remotely acceptable service. The dealer ‘premsons’ told me it’s a back-end issue and should be updated within 24 hours and now after 4 days (After repeated visits and calls) i am still where i was trying to get the basics offered by a company in place which is a one year warranty. I again called the customer service and they mentioned they cannot offer anything since my system is not under warranty and on visiting the dealer premsons, he once again pleaded ignorance and said there is nothing they can do.
I will be taking legal action against premsons the dealer who sells systems with faulty warranties and even then offers no resolution none whatsoever and simultaneously action against dell for not offering any customer service and not offering any assistance.
Finally after days or running around and making calls at the customer service i received an email that the guarantee has been updated and a service request was raised to resolve this query.
The engineer who came to replace the screen with a replacement screen refused to do so and said that the entire screen is blank and they would have offered replacement if the screen was partially faulty to which i said i tried calling and raising a complaint with the customer service but they refused to entertain my call stating that the system is not under guarantee and now here i am with a very poor customer service and extremely dissatisfied solution network. There are no physical injuries none whatsoever to the computer and i repeated that ever since the engineer who replaced the mother board the screen had been showing lines and not clear.

This is by far the worst company to deal with and certainly dont understand what client retention means or what offering a solution really means.