Dell India — Worst services - not replaced with promised dell monitor

Address:	Bangalore, Karnataka, 560036
Website:	www.dell.com/in/p

Worst experience with dell services - mental harrasment to customer

I am highly disappointed with the warranty services given by you as far. I was in a dilemma that a company like dell will provide satisfactory services to its customer. But i was completely wrong. I dint know about the inner truth of your after sales services. Here is the detail report mention the reason to right you.

I have purchased dell led monitor on "14-sept'2013" (Bill attached) from one your vendor name "bits and bytes" with some special reference to a person name "ashu (Ashutosh)". He has communicated and assured me to get best "after sales services" from dell. And i also had a trust for a company like dell. Later on after a year and half, i have started facing some problem with the monitor, i tried to ignore and thought that it must be some problem with the cables, after few months i have changed my cables but still the problem was there, (Waves on screen from top to bottom, screen shots already sent 3 times to your team on mails). On 11-june’15, i called dell customer care number[protected] and informed one of your executive name mr. Niranjan about the problem, he tried to troubleshoot the problem on line, but there was some technical issue with the monitor. He has assured me for providing best service and raised a complaint (Sr#[protected] on the same day (11-june-2015) and promised to replace faulty monitor with refurbished piece.

I took followup twice with him on email and called so many times to your customer care in order to keep a track of the process. But on the vary 8 th day[protected], one of your executive with name mr. B. Kranthi kumar has confirmed me that the complaint got closed (Without any information/acknowledgement to me). I asked him the reason of not helping me, all he did was apologized and promised me that it will not happen again. Anyways he raised a new complaint (Sr#[protected] on[protected]. I shared all the asked information again which i did shared in my last complaint. (Reason being carelessness of mr. Niranjan kumar m).

I took follow-up with mr. B. Kranthi and asked the status, he said technician will visit your place and verify all the details physically first, than only we will be able to entertain this complaint. (This really shows how much trust dell has with their customers, really disgusting). One technician with name mr. Birju has visited my place[protected] and after he has verified all the details, he took faulty monitor (Along with power plug and all accessories). I am mentioning his contact number for your tracking.

Mr. Birju - 0-[protected]
Mr. Vijay shukla (Reporting person):- 0-[protected]. (Email id - teamleader. [protected]@impact-infotech.com)

Meanwhile, i got an email mentioning the new complaint number 31772643.

On[protected], mr. B. Kranthi kumar has confirmed me; one replaced monitor is dispatched on your residential address with dispatch number - "[protected]". I got confirmation call from do (Dispatch officer) mr. Anuj from number[protected] that your monitor is dispatched and you will receive it with 24 to 48 hrs. But the way he communicated to me was very rude. He made me feel that he is obliging me.

Next day i have received replaced monitor and after installation, i came to know it’s a faulty one. I have mailed to mr. B. Kranthi within 20 mins that i have received faulty monitor (So many tiny white spots was appearing in bottom side of monitor and spotted a light black spot on right side at bottom) and attached snapshots for his reference but got no revert from him. Next day i called customer care and informed him for the faulty replacement. They have promised to arrange technician visit again at my place to physically cross verify the problem am facing with monitor. (Ref #[protected]

Mr. Om prakash has promised me to escalate this to high priority and send an email to back end team. He has apologized again and confirms me with reference #[protected]. But again an example of taking customer lightly, that reference number got replaced with new fusion id[protected]Due to delay on acting on that complaint from your side) with same sr#[protected]. Even after i followed up on 30-6-15 with mr. Omprakash ji and asked the reason for delay. Again due to his careless that fusion id got replaced with new 31772643 on 1-july'15.

Ms. Rabia sultana called me up and confirms all the details from me and promised again to personally follow-up and solves this complaint on priority. But even after i had to followup with her twice on email regarding same.

Anyways, one replaced monitor finally got deliver to me today (5-july'15) after putting this much efforts, but the moment i install it, i again find the same problem with screen again and power button was also malfunctioned. And this time i have returned the same led monitor with the courier person (Mr. Ravi from flight dispatch).

Can i ask you guys why don't you cross verify the replaced model before dispatching it. I am very much disappointed and furious now due to following reasons which i have faced in your after services-

1. Delay in your process
2. Very poor response
3. No acknowledgement to your customer (For tracking).
4. Careless of your executives.
5. No proper and correct verification of monitor before dispatching it.

Meanwhile technical team head mr. Sunil ji has also assured me for getting the right replacement and clearly mentioned me that this time (As per his commitment) there is a chance (90%) that i will receive upgraded one. But what i received is the same faulty monitor. Also, even after mr. Sudhir ji also assurance the same.


Later on, i had called on customer care on 9-july and had talked to mr. Suresh, and i explained everything to him later, i have asked him to transfer the call to mr. Sudhir ji. But even after insisting so many times he dint transfer the call and later on he finally transferred to a person mr. Abhishek (Floor-supervisor) who has promised me that mr. Sudhir will revert back in next 24 hrs. I had waited for all the day but got no revert from him.

Later i got a call from mr. Mohan on 10 july at 8:55 am, saying that he will handle this case and will revert by eod. I waited for 5:30 pm that day and called back to customer care, (Because i knew that after 6 pm, team will go offline and will have to wait further for next day). Than ms purnima has received my call and rudely transferred it to mr. Sudhir ji. Later on mr. Sudhir ji has denied all his commitment which he had given me at the time of 3rd replacement.

Later at 7 pm, mr. Mohan called and confirmed me hat on monday he will take approval from their higher authority and escalation team will call me with a decision.

Got a call from ranjan on saturday (11-july’15), he told me that he will technically check that piece and confirm me on saturday itself but no feedback from him.

Chayya shri (From wipro team - 3rd party of dell) has ringed me up on 14-july’15 around 12 pm and confirmed me on call that you will be getting dell ultrasharp u3014 model by tomorrow (15-july’15) till afternoon. I was waited till that time and called her back, (Initially her number dint connects, i tried so many times) i called chhaya and asked her the status, she said, she will ring me back. Than after i got a call from chhaya and she has denied to tell her second name. Later on i called her again and asked her to transfer my call to your senior concern person. She took mr. Nilesh rao on line and he has confirmed me to ring me back once he will get the courier details of my consignment. She has given me acr number ([protected]) as a proof for her commitment. I asked more details, than she told me that back-end team has raised this complaint number mentioning that there is a replacement of 21 inches monitor with 30 inches (U3014) model.
 [protected] (Disptach number/complaint number) – u3014 model.

I have taken follow up with mr. Kanishk and fairoze along with ms. Aishwarya patravali on 15-july at evening, got a revert from aishwarya confirming me that our team will contact me today (16-july’15) and will confirm with the progress on the same.
Later on at 1:30 pm i have called dell customer care support and i had a word with mr. Syed and he has promised that back end team will revert before 4:30 pm. But as usual no one reverts me for the same, later i again called customer care and mr. Syed answered my call again and all he did was apologize. Later on he put me on hold for around 30 mins and came back with a feedback that i will get a response from “anamika mewari” from escalation team, and she will revert you asap. Later anamika mewari (Escalation specialist) called me up and asked all the details. I took ms. Chaya on line and anamika conversed with her.

Anamika was such a rude employee, instead of that she confined me with her option saying that the option that you have provided earlier is not possible and i can’t allow you to go on it. I further connect my vendor (Mr. Ashutosh from where i had purchased dell led monitor) he also requested a lot but ultimately, she dint approve and behave very very rude. Her attitude was so bad that a customer like me would never even try to talk to him again and never deal. Later on she told me if you want i can disptach the same refurbished monitor, otherwise i cant help you in any means. She made me helpless.
Neither you/ your team is helping me nor you are transferring call to some higher authority. I must say you have mentally harassed me for more than a month, and in terms of commitment, its all fake and different from each and every individual.

Anamika has denied with the commitment which her team has given me 4 days back. She doesn’t even know how to deal with a customer. Chayya has committed so many times for dell ultra sharp (U3014) monitor to get dispatched on my address and i have confirmed from her 3/4 time on call. Also i have confirmed the same from mr syed from call centre (16-july'15) regarding dell ultrasharp u3014 model acr number-[protected], he has also assured me to get the same. (Audio clip attached).

On 17-july’15, i called ms. Aishwarya and asked her help me in this case. He has given me extension number of mr. Amit and mr. Sabrinath. Later i connected with mr. Amit and he has requested me to take this dispatch which is already created by anamika (Escalation team) on 17-july in morning. And he give me his words that if you still face any issue regarding this than he will personally involve himself in this case and try providing me upgraded version of led monitor this time.


Mr. Anil from do has informed me on the same day (18-july’15) at 4:30 pm that same model is dispatched [acr number - [protected] (Tracking number[protected]] courier name is flight dispatch. He told me to wait till monday/ tuesday to get it deliver.

Its 20-july’15 and i am waiting for the call from courier team, mr. Sarfaraz called me up and acknowledge me that your led will get deliver to you on 22- july’15. Again fake commitment from anamika and her team. I really pissed off waiting for the fake commitments and all. I again have to wait till next 48 hrs. For led to get it deliver at my place.

I got my 4th replacement on 20-july’15 and it was shocking to see that dell has again sent me the faulty piece. This time the display of monitor was okay but the fitting (Between screen and back cover of monitor) was not proper. I can see a small gap from right hand side, top to bottom. The fitting/packing of monitor case was so loose.

This time dell has prove that the team is very careless in handling their customers. It was me who has observed this otherwise it could be ignored by other customers, in case if they don’t pay attention onto it.
Later i had a word with dhl courier company and mr. Amit kumar (Manager - dell department) (On 20-july’15) and i have again escalated this problem on phone.Initially person from dhl mr. Nilesh is not ready to accept the fault and was continuously forcing me with his words that the monitor has no problem. Later after amit kumar has involved mr. Sudhir (Immediate manager) and he has asked to dispatch the same model again.

On the same day mr. Sarfaraz called me up and asked what was the exact issue which i am facing, i have clearly mentioned him along with sending the snapshot on email. Later he has revert me that he will going to dispatch a test monitor tomorrow (21-july’15) and will surely send some technician to my place to cross check and verify the earlier piece with test monitor.


Later on on the same day i. E 20-july’15, i got a confermation call from mr. Anuj (Dispatch officer) and confirmed me with my 5th replacement of same model. (Acr #- [protected]).

I have got my 5th replacement of monitor today (25-july’15), i have received the consignment with a delay of 3 days. But there was no technician there. I tried to contact mr. Nilesh (#-[protected])/ chaya (#- [protected]) and asked to send technician at my place. Later they have arranged the technician visit on 26-july in morning.

I find that test monitor is working good and there is no space between the screen and back cover of the box. I told this to technician and he has allotted me that test monitor (Of same model s2340l) to me on the same day after taking confirmation from mr. Sarfaraz.

See what i want to tell your tell is if you have committed to get upgraded monitor (Dell ultrasharp u3014) by one of back end person (Ms. Chayya) and later conflicting it saying that it was a wrong commitment from our side. This is something which really annoyed me.

Reference number (Acr #) of dispatched from dell (Till now)-
1st dispatch acr number-"[protected]"
2nd dispatch acr number-[protected]
3rd dispatch acr number-[protected]
[fake commitment from dell (Chaya) acr number – [protected]]
4- dispatch acr number - [protected]
5- dispatch acr number - [protected]

This time be very clear - i want a monitor which is not defective or faulty.

I have attached screen shot of-
1. Bill
2. Courier dispatch copy (Where i have mentioned that i have returned monitor)
3. Repair order form.

Hoping to get it solved within 24 hours. Feel free to reach me on my cell number (0-[protected]) anytime.

Is your company makes policy for your customers or against your customer? Appealing last time if someone/ higher person can help me in getting the right commitment.
I guess no one among you and your team is able to help me out for this complaint.

Let me know if i have to knock the door of consumer forum or take help from legal adviser to get proper response from your team.

Senior manager contact details-

Mr. Sabrinath[protected][protected]@dell.com)
Mr. Amit (Manager)–[protected]Email id - [protected]@dell.com)

More information (Executive to whom i had a word)-
1. Bhanu
2. Om prakash
3. Ravi
4. Purnima
5. Niranjan
6. B. Kranthi
7. Mohan
8. Abhishek
9. Sudhir
10. Anamika
11. Sarfaraz
12. Amit (Manager)
13. Aishwarya

 raina – wipro ([protected])
 rohini (From dell faulty department)- new delhi ([protected])


Reference number (Acr #) of dispatched from dell-
1st dispatch acr number-"[protected]"
2nd dispatch acr number-[protected]
3rd dispatch acr number-[protected]
Chaya acr number - [protected]
4- dispatch acr number - [protected]
5- dispatch acr number - [protected]

Dell email id:-
[protected]@dell.com
[protected]@dell.com
[protected]@dell.com
[protected]@dell.com
[protected]@dell.com
[protected]@dell.com, [protected]@dell.com0