Location/place: Gurgaon
Name of company/service: Dell India – Telecom Division
I lodge acomplain against this Multinational Company Dell India – but they are only eager to get Rs 5000/- from me during warrenty replacement.here is the actual mail i wrote to them
I bought a Dell Streak 5 on 27th Dec 2011.
From Day 1 -the snap in the charger-point had a problem – even when I asked for the demo in your Dell Store in Gurgaon Office – for a file transfer from Dell Streak 5 to the Laptop – they cannot demonstrate the same as the same had a problem – and as a sales talk they said – when you load drivers everything will be alright.
Next 3 days I have to visit your service centre in Super Mart 1 with the same problem – they showed me how to fit it ( Till that time I have not used the Phone )
Recently sometimes it is charging some times it is not charging .To understand the problem I went to Super Mart 1 – I find Your Service Centre vanished without any NOTICE to the Existing Customers – then I went to your office in Gurgaon & come to know that the Service has been shifted to Sec 14 Gurgaon.
I called up & Mr. Mahadev spoke to me very nicely & invited me for a prompt service.
But when I arrived – he was not in a mood to listen to my compalin – immediately told me that I have to Pay Rs 5000/- to repair it -and when I said it is under WARRENTY – he is least interested to listen to me but MORE EAGER to raise the Rs 5000/- invoice & promptly used some pen tips & broke out few pieces of plastic from the socket & started taking photographs. I was little zapped by the QUALITY of the BEHAVIOUR.
I think you provide training to your Customer Service Co-dinators to provide Customer satisfaction – IS THIS THE OUT-COME OF THE TRAINING – IT SEEMS THEY ARE BEING TRAINED TO RAISE THE INVOICE WITHOUT LISTENING CAREFULLY TO THE CUSTOMER & NO WARRENTY ISSUES TO BE ENTERTAINED.
I have a Laptop Vostro 1710 – & regarding any issue within a warrenty period – spares have been changed without asking any question – IS YOUR DIVISION IS THE SAME DELL that I HAVE DEALT WITH EARLIER – I HAVE A SEVERE QUESTION MARK IN MY MIND REGARDING ITS SERVICE ? NO COURTSEY – NO NOTICE, ON CAHNE OF SERVICE CENTRE ADDRESS – NO NOTIFICATION IN SUPER MART 1 FOR THE CAHNGE OF ADDRESS WHERE EXACTLY THE SERVICE CENTRE HAS MOVED – NO UNDERSTANDING OF CUSTOMER SENTIMENT – ONLY RAISE INVOICE EVEN IF THE PRODUCT IS UNDER WARRENTY – Highly Dissatisfied Service Policy.
I hope you have the necessary power & authority & will give necessary instruction for the FREE Repair within Warrenty period & I hope it will get resolved at Your Desk without any more escalation.
Looking forward for your reply or a Call
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In reply they again wrote :
They mispell my name – that itself speaks about the QUALITY of work they do both in their Products & Service.
Here is their reply :
Dear Mr. Mitesh
Would like to confirm you that we have checked the snap and form there we were able to see that charging port had got damaged and some 3 to 4 pins have got damaged. This damaged would have happened either because charging port is inserted in wrong manner or if some extra pressure is put the charger. Would like to assure you that our engineers are properly trained and would not get involved in any of such activities of damaging unit for their side.
Our service center has already communicated you that we can provide replacement at Rs. 5000. Kindly get in touch with the service center for further assistance
Regards
Sudhanwa Mannur
Dell India || Team Manager – Customer Engagement(TELCO)
Contact No- 080 25106196
Toll Free : 1800-425- 4050 Ext: 6196
Email: [email protected]
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This reply eventually speak about their negligence to provide free replacement during a warrenty period
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