Just finished a call with Dell, India support.I purchased a laptop from Dell thru direct purchase by ordering online. The laptop came with a Microsoft Office added (included in price). When I recieved the laptop and tried to use, I found that Microsoft Office was asking for product key. The product key was not provided by Dell. I called them (1800 425 2067) to ask for it. My call was forwarded to technical support team. The person who took the call heard about the issue and says "My technical support people are handling high sales volume now, so they cannot attend your call now (you are a low priority customer!), so you call after 2 hours". I asked why can’t you ask them to call me after finishing up their priorities, he says "They do not have a call back option".
Understand whatever you can understand from this. Once these guys get money from our hands, power gets transferred to these guys and we have to obey their orders.Find below the latest email which I sent to dell on 28 Sep 2010.The email which I sent to Dell customer support today through https://dell.co.in:Service tag : 9CZT6BSOrder number :84011878 I have already written a request like this before, sent several emails and made 2 phone calls. I am yet to get this simple issue resolved. I am very sorry that I bought from dell.
The laptop which I bought came with Microsoft Office Starter edition. But I have not been sent the product key for it yet, so I am not able to use it. When I open it, I am asked for the product key.
I had sent a SECOND request (this is THIRD) through a similar online form from this same website. I got a reply mail from Veena_M1, who called herself as Customer Care Specialist from the email id : India_Care_CON@dell.com(email subject : Re: Customer Service (Outstanding Issue) (KMM12281197I23241L0KM)). I replied to the email with detailed description about my problem with the SCREENSHOT of the window which asked for the product key. Till now I have got no response.
I also contacted Mr Valmiki Gowda who was my laptop sales person regarding this. He called me yesterday and said the Microsoft Office version which they have installed in my computer is not a fully usable version, the starter edition is a trial version. But the order confirmation document which I received just states that it is : "Microsoft(R) Office 2010 OEM Installation", it does not state it is a trial version or a partial version. When I searched for Microsoft website(https://office.microsoft.com/en-us/starter/), it says "Office Starter is not trial software — you can continue to use it as long as you need.". He also said I cannot use the Office version to create documents, it can be used only to view documents (for which Microsoft actually offers a free software pack called office viewers). I tried to explain all this to him, but no use. He was adamant and he proved that he is a sales guy and he asked me to pay an amount of Rs.2000+ to buy the ms office software from them.
This morning I made my second call to Dell, 2 people took the call in succession and asked for details which I provided. They then said their technical support person will talk to me. A voice kept saying "please wait", no one took the call for 15 minutes, I had no other option but to drop the call and go away.
Please suggest me a way in which issue could be resolved.